line issue

[#1]

h, so over the last week i have had loads of dropouts and my speed has went from 76mb down to 65mb

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ71601297
3. Firmware version:	Software version 4.7.5.1.83.8.237.2.2 Last updated 08/09/17
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:23:42
6. Data rate:	20000 / 65040
7. Maximum data rate:	25531 / 75213

will this go back up over time or will plusnet need to reset anything ?

[#2]

also is there a new router they supply as this one is poor on wifi

[#3]

Hi @staceyd86 , thanks for your post.

With regards your connection, we've run testing on the line and although we can see a few drops and the speed being below estimates, we aren't detecting what's causing the issue and so some troubleshooting is in order so that we can try to rule out your home set up.

We'd recommend starting with basic checks here.

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the stability returns. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here.

If the problem still persists from here, please raise a fault here, letting us know when you've done so so that we may progress the issue more quickly.

With regards the router, we're showing that you already have the most up-to-date model and so there isn't a lot we can do with respect to replacing it but you may well find the wireless optimisation guides here will improve your wireless connectivity.

Please let us all know how you get on.

[#4]

Could it not be due to the old firmware @OskarPapa 

I do recall another user on an old firmware recently that had improvements when the firmware was updated.

Obviously the other options apply too

(just saying)

[#5]

Hi @DS, thanks for your input.

It's potentially an issue, definitely, but what with the issues we're aware of with some of the firmware updates I'm erring on the side of caution with my approach to this one and would definitely recommend that @staceyd86 has a go at the guides I've sent over before we go through the process of requesting that an update be pushed through.

10 points on the knowledge, though

[#6]

I totally understand where you're coming from , more so as I am 'one of the chosen ones' currently 'enjoying' the latest firmware

It's just, I'm sure I'm not the only one that has noticed, there does seem to be a slight increase in users reporting their old firmware is now 'acting up' since the new one was set free. Bit of a coincidence perhaps....

Possibly updating and doing the, what's becoming the norm, splitting the wifi might be a way forward. Unless of course you guys know something about the newest firmware that I for one am starting to see....

edit. 20 points to me for finding a potential bug!!

I'll start a new topic, in case it's not a coincidence....

[#7]

---

@staceyd86 wrote:

also is there a new router they supply as this one is poor on wifi

---

If trying different bands doesn't work then try separating the Wifi channels, that can work wonders, see https://community.plus.net/t5/My-Router/2-4ghz-and-or-5ghz-best-practice/m-p/1351966#M840. By 'pointing the browser', what is meant is put 192.168.1.254 in the address field, not the search field of your browser (assuming that your browser has both). Try both bands and use the best.

If you want a router with better WiFi for little money then go onto Ebay and get a Smarthun 6. There are stacks for sale at real knock down prices. Make sure that you get a FTTC version, which has four yellow LAN sockets. Avoid the FTTP version which has a red WAN sticker fixed to one of the LAN sockets. Setting instructions are here  https://community.plus.net/t5/My-Router/Using-the-BT-Smarthub-6-on-a-Plusnet-Account/m-p/1587673#M85...

[#8]

done all them will see how it goes, a firmware push would be nice,

will speed go back up when line settles ? 

[#9]

Hi, can you check for us which firmware version your router currently has please? You can do that by logging into http://192.168.1.254, go to "troubleshooting" then "helpdesk". 

[#10]

3. Firmware version:

Software version 4.7.5.1.83.8.237.2.2 Last updated 08/09/17

[#11]

i have a hh6 if that is any better but its just syncing same as the hub1 so is my sync speed locked due to all the dropouts ?

[#12]

Probably. I would not expect the sync rate to recover through the change of router but the wireless performance should be better. You will find a comparison here. https://www.businessdirect.bt.com/content/uni2/documentation/c6nx/bt_smart_hub_test_report.pdf

The firmware also seems to be more stable. If  the drop outs have stopped then Plusnet need to check that the line is not banded. If that is clear then it’s a waiting game for the automatic DLM to do it’s stuff.

[#13]

ok im going to put the hh6 on now then, can a admin do that check and see if my line is banded please

[#14]

hh6 stats

DSL uptime:

0 Days, 0 Hours 3 Minutes 56 Seconds

Data rate:

20.00 Mbps / 65.20 Mbps

Maximum data rate:

25975 / 79072

Noise margin:

9.4 dB / 6.2 dB

Line attenuation:

11.5 dB

Signal attenuation:

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

[#15]

Hi @staceyd86,

Thank you for confirming the firmware version of your Plusnet router and that you're now using a Home Hub 6. Please let us know if you'd like us to arrange for the latest update to be pushed to your Hub 1, or you can carry on using the Home Hub 6 if you'd prefer.

I've tested your line and it's currently syncing at 65.2mbps, which is below the line's estimates of 67 - 80mbps:

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	65.2 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	234.0
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Low
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 08:30 to 08:45
Interference Location	Customer Premise
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, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-03-02T12:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	63.8 Mbps	77.9 Mbps	68.1 Mbps
Up Stream Line Rate	20.0 Mbps	20.0 Mbps	20.0 Mbps
Up Time	732.0 Sec	900.0 Sec	899.0 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	2019-03-15T11:31:05.585+00:00	2019-03-15T11:46:05.585+00:00
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

The line isn't currently banded so, all being well, DLM should kick in now that the line has stabilised and you should see your speeds increase over the next 48 - 72 hours. Please let us know if your speed is still low after this.