Low speeds high latancy and connection drops for the last 12 hours - Help needed

[#1]

So green lights still on the ONT, noticed websites not loading yesterday then wifi devices dropping signal then returning then dropping.

Speedtest sites all show a drop from 950/111 to under 300/40 speeds are all over the place jumping up and down and hardly ever reaching 500.

I have tried 2 different routers and replaced cables, reset network reset routers and still the same fault very low speeds and drops. I use Cloudflare dns and have tried plusnet and quad9 but still the same fault.

Seams to be as soon as i begin to use the internet i get lots of high latency and it goes very slow, which is affecting streaming tv. The red disconnections some of those was me changing routers and cables most of the issues started yesterday evening. Been with plusnet for just over 1 month and had latency from the very start of the new connection being installed it has slowly got more and more to the point you now see in the graph below. If i dont use the internet theres no yellow spikes but soon as i use it im hit with slow speed and lots of yellow spikes. All my connection is used for is streaming tv some light gaming and browsing. Need someone from plusnet to take a look for me please

[#2]

This was a few days ago

[#3]

And today, @Stillgame2026 ?

[#4]

Same low speeds all over, still same issues. The disconnecton this morning was me checking one more thing but no joy still same issue.

[#5]

Any clues in your router error logs - although I doubt it?

[#6]

I mostly use my own router but i did connected plusnet router for an hour and then downloaded logs from it then switched back to my own router.

Theres alot of info in the logs stuff i dont really understand.

There is lots of this mind

00:03:40 01 Oct. PPP LCP Send Termination ACK
00:03:40 01 Oct. PPP LCP Receive Termination Request (Failed to authenticate ourselves to peer)
00:03:40 01 Oct. PPP LCP Send Termination Request (Failed to authenticate ourselves to peer)
00:03:40 01 Oct. PPP: LCP down
00:03:40 01 Oct. PPP: CHAP authentication failed
00:03:40 01 Oct. PPP CHAP Receive success : authentication failure
00:03:40 01 Oct. PPP CHAP Receive Challenge

[#7]

Can you attach the Hub2 error logs, please - just really for my curiosity.

I suggest you report a fault via https://www.plus.net/help/report-a-problem/

[#8]

Can i pm you it ? i dont know what if is in the log might be private details as its the full log of everything.

[#9]

There is nothing in the logs which is 'private' and if others care to look, having it available could help.

[#10]

It has - having read a bit of it, I suggest you report a fault, as advised above.

[#11]

I removed log for now and trying to contact plusnet, do you see anything in the log thats out of place i think its the full log ive done from the start of service going live you might need 5 coffees ?

tried the text help keeps saying it can not match the number to the account yet when i log in to the account its all there setup :S Account not in my name so may need to wait for wife to finish work.

Was hoping plusnet staff could check things over from here if i gave them my username.

[#12]

No idea why you removed the log, however, from my limited knowledge of FTTP operation, it appears there is a fault with your circuit, which is why I recommended you report a fault via the bot - it will probably be quicker than finding an agent that understands the problem.

[#13]

When you say circuit does this mean the exhcange or my ont ?

[#14]

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@Stillgame2026 wrote:

I removed log for now and trying to contact plusnet, do you see anything in the log thats out of place i think its the full log ive done from the start of service going live you might need 5 coffees ?

tried the text help keeps saying it can not match the number to the account yet when i log in to the account its all there setup :S Account not in my name so may need to wait for wife to finish work.

Was hoping plusnet staff could check things over from here if i gave them my username.

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Yep - there is a fault on your circuit.

[#15]

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@Stillgame2026 wrote:

When you say circuit does this mean the exhcange or my ont ?

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Somewhere in the Openreach network.