slow or unresponsive internet

[#1]

Recently started haveing issues with our internet now ongoing for 4 days the router connects at full sync speed of 76.88 mbps and upload of 20.00 mbps but trying to load a website even google search can take 5 mins to load so ive checked my routers event log and there seems to be alot of errors had a engineer out this morning checked out our house line to the exchange which it just a street away and its all running perfect no issues on the line ive added a pic of the event log if anyone knows of anything as we are about to have a second engineer out because of some law with openreach so it can be escalated

[#2]

also this is the first issue we have had since been with plusnet for more than 6 years just seems odd

[#3]

@chilled83 Welcome to the forums. Is it possible to post Help Desk from your Hub please?

[#4]

1. Product name:	Plusnet Hub
2. Serial number:
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 01:38:36
6. Data rate:	20000 / 76882
7. Maximum data rate:	25906 / 76521
8. Noise margin:	9.3 / 5.9
9. Line attenuation:	15.1 / 15.0
10. Signal attenuation:	15.0 / 15.0
11. Data sent/received:	21.2 MB / 148.9 MB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:	PLUSNET-5R2H
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	PLUSNET-5R2H
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Disabled
22. MAC Address:	10:d7:b0:48:75:7a
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).

[#5]

this is also a brand new router had it changed when the issues started was sent out over the weekend

[#6]

Thanks for that. I was just wondering if your Username had reverted to 'setup' as can happen for unexplained reasons, but that is not the issue - fortunately. Unfortunately, that means the issue is slightly harder to resolve, but I suspect it is an issue upstream from you - based on the logs provided earlier.

Two unrelated points, but both worthy of examination - (1) your Hubs firmware version need updating - if it hasn't happened by this time next week, post a request on this topic: https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/m-p/1696363#M15510  and (2) your Hubs firewall is set to 'off'. I don't know if this is the default setting, but I would be concerned if I saw that in my settings.

[#7]

i turned off the firewall just to make sure it wasnt that that was not allowing traffic i am now getting new errors in the event log xD

IN: BLOCK [15] Default policy

BLOCKED 5 more packets (because of Default policy)

its so annoying the fact i have to tether to my iphone to load webpages because my internet wont load them or if it does it loads in html >.<

[#8]

I would turn the firewall back on PDQ - you have no proper intrusion protection without it. I don't know what your problem is, but that Help Desk shot doesn't shed any light on things, in fact apart from the two issues I quoted above, it looks very healthy, but the log report indicates an issue downstream of you.

[#9]

yeah firewall is back on now but im getting alot of this 

10:33:43, 08 Dec.	IN: BLOCK [16] Remote administration (ICMP type 8 code 0 92.223.73.43-​>80.229.245.240 on ppp3)
10:33:03, 08 Dec.	IN: BLOCK [16] Remote administration (ICMP type 8 code 0 151.106.170.1-​>80.229.245.240 on ppp3)

[#10]

Those are perfectly normal if the F/W is on - they indicate the Hub is doing its job of preventing intrusions.

[#11]

is there anyway to force the hub to firmware update just got off the phone with plusnet and there not sending another engineer out until friday my wife works from home so this is crazy they said they can see that theres a fault not but they have to send another engineer out even though they know its not our end at fault the logic is crazy

[#12]

Post on the topic I linked - hopefully @bobpullen will pick it up and action it today/tomorrow. Unfortunately, you can't do any more from your side.

As I also said earlier, the issue is before your Hub. Fridays engineer may not even have to visit you, but should, to confirm all is well.

[#13]

ty muchly appreciate you help

[#14]

Thanks a lot for reaching out @chilled83 and I'm sorry to hear that you're having problems with your service. Everything's looking pretty decent on our end so I'm quite puzzled as to what's going on here. Can I ask, are you having this same problem on multiple devices? Wired and wireless?

[#15]

hi yeah its every device within the house tv ps5 laptops and desktop pc's and the kids xboxs all with slow internet ive even tried it with one device connected via ethernet and still every webpage loads extremley slow but theres nothing more i can do on my end because the engineer said the fault wasnt us after his tests im having to tether to my mobile data which is faster than my landline and thats on the same provider