Super fast extra slowing to snails pace and long disconnections

[#1]

Over the past week or so we have regularly experienced incidences where speeds have dropped to almost a standstill then eventually picked up. The last two nights after having several slow downs over the day we have lost broadband all together, it seems to happen between midnight and 1am, right when I’m trying to watch Netflix! The dial tone is fine with no noise etc, the broadband is still disconnected in the morning and we have to turn off the router to get it back up and running. There are no reported incidents for Plusnet or Openreach. I’m not sure what can be done to sort it out but it’s very frustrating!

[#2]

Hello @Tangoed66,

Thanks for getting in touch and welcome to the forums. I am sorry to hear this is happening to your connection, our tests are not locating any potential faults externally.

However I can see the connection drop where you have advised you have had to reset it. Please can you advise;

• Does the decrease in speed occur on both a wired and wireless connections? or solely wireless?
• If there anything that comes on at around that time specifically such as heating etc?

[#3]

Hi @SammyM

We have a Velop mesh system which has a wired connection to the router, our wifi comes from the velop and is turned off on the router, when the connection drops the wifi network is still available and shows connected on our devices but is not connected to the internet so the problem is definitely not originating there. I have experienced severe slow downs usually mid afternoon and evening and the total disconnections seem to happen late at night, there is nothing set to come on or switch off around this time, we have been leaving the heating on a low setting all night so it is off timer. The telephone dial tone sounds normal when the broadband is off.

Hopefully you can suggest something to get this sorted.

Heather

[#4]

Thanks for getting back to us with the information.

Can you confirm that when you experience a drop in connection if the lights on the router change?

In addition is it possible to connect directly to the router to see if you're having the same issue?

[#5]

Hi @MatthewWheeler

When the speed slows right down the light stays blue, I think there may be a very quick disconnection at this point too as I sometimes get the you are not connected to the internet message in my web browser. When the internet disconnection is for any period of time then the light is red with a red or flashing b.

Unfortunately we have no means to connect direct to the router as there is only a desktop in another room, connected by ethernet to a satellite Velop node, plus internet TVs, iPads and iPhones, as I said earlier the Velop wifi network is still available to use during the disconnection but is obviously not connected to the internet, the wired ethernet from the satellite is also not able to access the internet.

Hope that helps

Heather

[#6]

Hi @Tangoed66,

Thank you for confirming how the connection is looking from your side - I'm sorry for any inconvenience that these issues are causing you.

I've tested your line but the test hasn't picked up any problems from here:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	70.2 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	549.2
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Retransmission Low
Time Stamp	2019-02-05T18:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	72.2 Mbps	73.4 Mbps	72.7 Mbps
Up Stream Line Rate	20.0 Mbps	20.0 Mbps	20.0 Mbps
Up Time	762.0 Sec	900.0 Sec	899.4 Sec
Retrains	0.0	2.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-02-18T15:34:05Z	2019-02-18T15:49:05Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Please can you run through our troubleshooting guides here and let us know how you get on.

[#7]

Hi @EmilyD

I have already been through the troubleshooting suggestions and everything was fine, the fault has been intermittent and the connection has been pretty stable since yesterday, we didn't experience the disconnections last night and I was able to watch my Netflix programme till the end! I will try to jump straight back on to let you know if/when it crops up again.

Thanks

Heather

[#8]

Hi @Tangoed66, thanks for getting back to us.

It's great to hear that the issues seem (fingers crossed) to be resolved.

Please don't hesitate to get back in touch, should you need any further assistance.

[#9]

So my speeds have been okay for a couple of weeks but the last few days I am experiencing problems again, I have attached a screen shot of the speeds I have been getting on my iPad today!

[#10]

hi @Tangoed66

Your router is syncing at 73.2Mbps and no faults have been identified on the circuit ; 

Test OutcomePass

Test Outcome CodeGTC_FTTC_SERVICE_0000

DescriptionGEA service test completed and no fault found .

Main Fault LocationOK

Sync StatusIn Sync

Downstream Speed73.2 Mbps

Upstream Speed20.0 Mbps

Appointment RequiredN

Fault Report AdvisedN

NTE Power StatusPowerOn

Voice Line Test ResultPass

Bridge TapNot Detected

Repetitive Electrical Impulse NoiseNot Detected

Estimated Line Length In Metres549.2

Upstream Rate AssessmentVery Good

Downstream Rate AssessmentVery Good

Interference PatternNot Detected

Service ImpactNo Impact Observed

Home Wiring ProblemNot Detected

Downstream Policing Discard Rate0.0

Customer Traffic LevelUpstream and Downstream Traffic Detected

TechnologyVDSL

Profile Name0.128M-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Retransmission Low

Are you only noticing speed issues on your Wireless devices such as this Ipad, or are you also seeing speed issues on Wired connections? 

Thanks, 

MoR

[#11]

I don’t have any direct wired connections, I have Ethernet connection to the main Linksys Velop node, this is connected wirelessly to the secondary node from which I have an Ethernet connection to my iMac. I am seeing the problem on all devices including buffering on my internet tv.

[#12]

Thanks for that @Tangoed66 

Can you plug a Laptop/PC/other directly into your router via Ethernet and run a speed test please so we can get an indicative speed test done? 

I'm afraid we can;t offer tech support on your Home Mesh system, so we need to bypass it and see if there is anything wrong. 

Thanks, 

MoR

[#13]

I forgot to also mention that my phone line is intermittently noisy and I see ‘ line cord interruption’ regularly ( as in several times per day)on my phone screen

[#14]

Hi @Tangoed66 

As you can see in the GESA test above, the line test has passed. 

To be sure, I have just ran a stand alone WLR3 Test - this has also passed with no fault being found. 

Thanks, 

MoR