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Slow connection, high latency

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PDT
Grafter
Posts: 27
Thanks: 3
Fixes: 1
Registered: ‎18-03-2018

Slow connection, high latency

All

Can someone from the FTTP help please?  I have called PlusNet and after going through some line checks, I'm told that everything looks fine there end and I should restart my router and monitor.

My connection is becoming the bane of my life.

I have a Nest doorbell thats worked fine for the past 6 months or so on wifi.  It never buffers, its always on, I can access the footage anywhere - no issues.  

Then yesterday, I kept getting emails saying my doorbell was offline.  This combined with my VPN (work) constantly logging me out and finally the kids ("Dad....the wifi's broke.....").

Plusnet support asked me to run the further tests option on BT wholesale, but it failed to run on my connection.  Don't know if thats right or wrong.  The chap I spoke to just ignored it.

I've dusted off my old old laptop, plugged in a cable and visited my router.  Some speed tests are okay, however some are awful (2mbs down, 1.2 up - I'm on the 80/20 service or whatever its rounded to).

Latency can be in excess of 1200ms on some tests.

But then all of a sudden, everything can return to normal - then 2 minutes later we go slow/disconnect again.

I've done all the usual checks and unplugged my entire home network setup, so all I have it the Plusnet router connected and broadcasting.  To be clear, all speed tests were carried out on ethernet.

The ONT is normal, no fault lights.  The router is showing no fault lights.

I've attached some images to help.

Any ideas/suggestions/help is appreciated.

Thanks, Paul

Moderator's note by Mike (Mav): Post released from Spam Filter.

6 REPLIES 6
Plusnet Help Team
Plusnet Help Team
Posts: 1,631
Thanks: 272
Fixes: 56
Registered: ‎26-03-2018

Re: Slow connection, high latency

Hi @PDT 

 

I'm afraid I can't see this at all in my test results. 

 

Here is a Visual RADIUS;

 

 

I presume the blips in an otherwise constant connection are you doing some own domain checks, restarts etc? 

 

A GEA test shows no fault at all;

 

Test OutcomePass

Test Outcome CodeGTC_FTTP_SERVICE_0000

DescriptionNo Fault in FTTP Service

Main Fault LocationOK

Sync StatusUp

Appointment RequiredN

Fault Report AdvisedN 

 

This seems a bit strange as you are obviously noticing service disruption - can you see how it goes today and let us know so that we can look into this further if needed? 

 

Thanks, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
PDT
Grafter
Posts: 27
Thanks: 3
Fixes: 1
Registered: ‎18-03-2018

Re: Slow connection, high latency

Appreciate the prompt response.

Certainly will, all online CCTV has been online all night last night (which is certainly a step forwards) however my connection still seems as slow as ever this morning (only tested Wi-Fi so far).

Thanks again, Paul
PDT
Grafter
Posts: 27
Thanks: 3
Fixes: 1
Registered: ‎18-03-2018

Re: Slow connection, high latency

Hi Relating to my latency issues, is the below any good?

Plusnet Help Team
Plusnet Help Team
Posts: 628
Thanks: 116
Fixes: 35
Registered: ‎24-04-2017

Re: Slow connection, high latency

Fix

Hi @PDT, I'm sorry to hear your performance issue persists and I've progressed your fault forwards on your account which can be seen here
If you could please drop us a message on here after replying to the ticket with the required information we'll happily get the appropriate engineer appointment booked in for you.

 Ben Devine
 Plusnet Help Team
PDT
Grafter
Posts: 27
Thanks: 3
Fixes: 1
Registered: ‎18-03-2018

Re: Slow connection, high latency

Apologies for the delayed response.
I’m assuming that something has already been done at your end as my issues appear to have been resolved.
I’m happy at present to close the ticket. I appreciate your support.
Plusnet Help Team
Plusnet Help Team
Posts: 14,860
Thanks: 395
Fixes: 112
Registered: ‎27-04-2007

Re: Slow connection, high latency

That's good to see, cheers for letting us know. 

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