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Very patchy service recently, can anyone help please?

missshal
Newbie
Posts: 2
Thanks: 1
Registered: ‎16-11-2019

Very patchy service recently, can anyone help please?

Hi, I'm hoping someone can help me, for the past few weeks our internet seems to be very hit and miss, games on Xbox one constantly glitching, Smart TV connection flicking on and off and red rings on the Amazon Echo. Unfortunately I'm useless with all the technical terms but I've tried a few things like changing the Wifi channel, resetting the router, changing the name of one of the frequencies and although we seemed to see a slight improvement for a couple of days it's back to being awful again today. Xbox one is usually connected to the hub via ethernet, have swapped that to Wifi today but if anything the lag is worse. Hoping there's an easy solution to this? Thanks

3 REPLIES 3
EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 1,958
Thanks: 339
Fixes: 110
Registered: ‎26-03-2018

Re: Very patchy service recently, can anyone help please?

Hi @misshal,

 

I'm sorry that you're experiencing problems with your connection and for any inconvenience that this is causing you. Thank you for confirming that this is affecting both ethernet and wireless connections and that you have tried some troubleshooting steps.


I've tested your line but the test hasn't picked up the cause of this from here and indicates that the line is currently syncing at 73.7mbps, which is within the estimates. As this is the case, we'll need to do some further troubleshooting to try and get to the bottom of this. I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket.

 

Please let us know how you get on.

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
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 73.7 Mbps
Upstream Speed 18.9 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 239.6
Upstream Rate Assessment Low
Downstream Rate Assessment Reasonable
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-80M Downstream 3dB, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-11-04T12:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 73.7 Mbps 74.0 Mbps 73.9 Mbps
Up Stream Line Rate 18.5 Mbps 19.0 Mbps 18.9 Mbps
Up Time 766.0 Sec 900.0 Sec 899.6 Sec
Retrains 0.0 1.0 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 2019-11-17T11:28:21Z 2019-11-17T11:43:21Z
Ingress Code Violation 1 2
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

Moderator's note by Dick (Strat): Excessive white space removed.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
missshal
Newbie
Posts: 2
Thanks: 1
Registered: ‎16-11-2019

Re: Very patchy service recently, can anyone help please?

Thank you EmilyD, apologies for not getting back in touch sooner. In the end we tried changing to a different router which seemed to help a bit for a while but the past week or so the connection has been awful on the gaming front again. We're currently connected directly to the test socket which is making no difference, we've tried both routers and it's still incredibly laggy and jittery. Not sure what to try next?

Just to check should I have a microfilter plugged into the test socket, and then plug the router into that? As that seems to be the impression I get from the guides. It's a double master socket. If not I've no idea which cable I'm supposed to use to connect the router to it?
JOLO
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
Fixes: 76
Registered: ‎06-08-2018

Re: Very patchy service recently, can anyone help please?

 

@missshal,

 

 

So the microfilter into the test socket, with the router plugged in there is the correct thing to do. I wonder when you're advising issues with gaming is this a particular game, or games, and on a particular device? 

 

It's worth adding that this is your line's visual usage calculator from the beginning of the month (today's will be way behind so I'd ignore it). It's fine and nothing to worry about but I wonder if part of the lag is being experienced during times of heavy traffic. In which case if it is particular games (specifically online games) it might be worth opening relevant ports to the particular gaming servers etc, to see if this makes any difference. 

 

It might also be worth running a broadband quality monitor to visualise your connection from your end.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team