issues when other people using internet
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issues when other people using internet
04-09-2019 8:12 AM
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Re: issues when other people using internet
04-09-2019 10:40 AM
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What you say makes perfect sense. You have a certain amount of bandwidth and this can only be used once at any time.
The first thing to check is if your line is running at full speed. To do this first check what you should be getting by putting your phone number in here: https://my.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker
Having done this, with nothing else running, that is other devices switched off, do a speed test using this http://speedtest.btwholesale.com/ If the reported speed is below of the limits obtained from the ADSL Checker then go on and do the second set of tests. At this point come back for further advice.
If you are getting your rated speed then I'm afraid that there's nothing that Plusnet will be able to do to help. If you want to give your gaming priority over the streaming then you should be able to do this by buying a third party router that has Quality of Service (QoS) capability. Plusnet routers do not have this feature. More information on QoS can be found here: https://www.howtogeek.com/75660/the-beginners-guide-to-qos-on-your-router/
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Re: issues when other people using internet
04-09-2019 3:21 PM
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Hi @Lucyb09,
I have tested the line and I could not detect any issues. Is this issue happening on your wireless devices or is it also affecting wired connections?
Re: issues when other people using internet
04-09-2019 4:20 PM
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Re: issues when other people using internet
05-09-2019 8:54 AM
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Hi @Lucyb09
Just to add to this, your line is only capable of speeds between 1mb/s and 4mb/s - the minimum requirement for most streaming services is around 2mb/s minimum.
As @Baldrick1 has alluded to, if you're currently receiving speeds within this bracket and you're in the test socket of your premises, it may very well be the case that your connection is behaving as we'd expect, within the constraints of the connection it can attain.
Please let us know if you perform a wired speed test and get speeds lower than the above so that we can investigate this for you.
Best wishes
Dave
Re: issues when other people using internet
05-09-2019 4:29 PM
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Re: issues when other people using internet
06-09-2019 10:00 AM
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Hi @Lucyb09, thanks for your fault.
It looks like @RandallFlagg pulled the ADSL line speeds, rather than the VDSL (or fibre) line speeds that would be applicable to you.
On checking the line we still can't detect any sort of issue - how did you get on with the troubleshooting steps that @Baldrick1 had sent over?
Re: issues when other people using internet
06-09-2019 2:18 PM
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Re: issues when other people using internet
06-09-2019 7:04 PM - edited 06-09-2019 7:05 PM
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Hi @Lucyb09,
Thank you for trying those tests, I'm sorry that they haven't resolved this problem and for any inconvenience that this is causing you.
Testing your line still isn't picking any problems up from here and indicates that your line is currently syncing at around 63mbps. I would recommend that you connect as many devices via ethernet rather than wireless if possible to reduce the likelihood of performance issues.
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXX |
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 | 63.1 Mbps | ||||
Upstream Speed | 11.7 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 | 525.3 | ||||
Upstream Rate Assessment | Low | ||||
Downstream Rate Assessment | Good | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Home Wiring Problem | Not Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-80M Downstream 4dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2019-08-24T19:15:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 59.0 Mbps | 63.3 Mbps | 62.6 Mbps |
Up Stream Line Rate | 11.2 Mbps | 11.7 Mbps | 11.5 Mbps |
Up Time | 133.0 Sec | 900.0 Sec | 898.6 Sec |
Retrains | 0.0 | 3.0 | 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 | 2019-09-06T17:39:41Z | 2019-09-06T17:54:41Z |
Ingress Code Violation | 1 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Re: issues when other people using internet
15-10-2019 5:01 PM
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Re: issues when other people using internet
16-10-2019 10:57 AM
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Hey @Lucyb09,
Are you able to connect your gaming device/pc via Ethernet to help stabilize the connection? Please let us know how you get on.
Thanks
Re: issues when other people using internet
16-10-2019 11:16 AM
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Re: issues when other people using internet
16-10-2019 5:15 PM
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Hey @Lucyb09,
Can you confirm if you are using a power line adapter when using an ethernet connection? Is this only on certain games/services you see the packet loss? It may be that you need to look into port-forwarding, although this is something we do not support you can find more info on it here.
Thanks.
Re: issues when other people using internet
16-10-2019 10:11 PM
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Re: issues when other people using internet
17-10-2019 4:19 PM
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Thanks for getting back to us @Lucyb09
It's quite odd because that shouldn't happen, I'd recommend raising a fault to us at http://faults.plus.net so we can pass this onto our suppliers to look at this. We may need to arrange an engineer to investigate further.
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