Moved to full fibre on 7th Jan 2026 - lots of service "pauses"

[#1]

So, for many years I was a happy FTTC Plusnet customer. Since "upgrading" to FTTP the service seems a lot worse.

Plusnet supplied a router suitable for FTTP so I plugged my tv and mesh router into it (Physical connection).

Since then we seem to be suffering from frequent pauses in the service. The broadband seems fine - no flashing lights or red light on my mesh routers but the tv picture will freeze or our equipment (Laptops, phones, tablet) will simply freeze.

After a few seconds (Seems longer), things will carry on where they left off. Occasionally the tv will report it's lost service. This can be on iplayer, ITVX, Ch4, Ch5, Disney plus etc.

I've tried connecting my laptop to the routers WiFi but that makes no difference. I think that proves the issue is downstream of my mesh network and probably my connection to the cabinet/exchange.

Because it's intermittent I doubt Plusnet will see if as a problem but it's really frustrating. Any ideas?

[#2]

Moderator's note:
Thread moved from Broadband to Full Fibre

[#3]

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@NDGLB03 wrote:

I've tried connecting my laptop to the routers WiFi but that makes no difference. I think that proves the issue is downstream of my mesh network and probably my connection to the cabinet/exchange.

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It would be v.unusual for a problem with these symptoms to exist outside of your property.

What's wired into what exactly? Is the TV wired directly to the Plusnet router, or to one of the mesh devices? What model mesh devices are they and how are they configured e.g. do they have multiple modes, like access point, routing etc?

Has everything been rebooted/restarted?

[#4]

The terminating point replaced my old terminating point.

The new router is located in exactly the same place as my old router.

The TV is plugged directly into the Plusnet router.

My mesh network consists of three TP Link units. The closest unit is plugged into the Plusnet router. The other two connect to that unit via WiFi.

I've rebooted everything - which made no difference when I did it. I've rechecked all the connections.

On the plus side, the TV only froze for a short time once last night. 

As a (Very) ex engineer, I'm looking at what's changed which is just the router, the fibre and whatever it's connected to in the cabinet or exchange.

I totally understand the challenge of looking for a problem that isn't there most of the time.

[#5]

@NDGLB03 

My mesh network consists of three TP Link units

As @bobpullen asked , what model ? Some of the TPlink units have a habit of deciding they have 'lost' contact with the primary DHCP server (assumed the Hub2 in your case) and start to act as a DHCP server and issue IP addresses themselves, which can cause devices to lose connectivity.

[#6]

What model TP units? I can't remember. They're around three years old and have behaved perfectly. Plus the tv is plugged directly into the Plusnet hub and I've tried just using the Plusnet WiFi which bypasses the TP units.

[#7]

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@NDGLB03 wrote:

I've tried just using the Plusnet WiFi which bypasses the TP units.

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That is not necessarily true and is potentially a dangerous assumption.  Depending on how the mesh is configured, if they bring up a DHCP server, there's no knowing if devices connected direct to the Hub will get an IP configuration from the Hub or the Mesh.

I have seen such issues where in a multi-router configuration a TP Link router configured to act as a WAP 'just' decides its going to be a router and 'runs up' a DHCP server in the same address space and creates utter mayhem.  Sometimes devices connect to the internet ... and other times they did not.

In the first instance I'd ditch the TP Mesh and get stuff working stably with it removed from the complications.

[#8]

All that went way over my head. For the record, I only have the one "main" router. I'm currently in the process of changing my mobile phone airtime provider after 3's recent "improvements" have left us with dodgy coverage. I'm moving to EE.

Once that is completed and it does what it claims to do, I can unplug and power down the mesh network for a day or two and see what happens.

Oddly, we didn't note any problems yesterday...............................................

[#9]

DHCP is the service which gives connected devices their network address.

Though usually only enabled on the primary network connection router, they can be anywhere on the network; mesh devices are essentially a router the same as the Hub 2.  Unless one really knows what they are doing, there should only be one DHCP service in the network.  Having more than one can give rise to no end of odd "sometimes it works, sometimes it does not" issues.  That is the experience I encountered with a TP router which at one point being configured correctly would decide it would conquer the world, running up a DHCP service (amongst other things) creating mayhem!

The mesh devices have the ability to do everything that the Plusnet router does; if they are also running DHCP that service is probably visible across the whole network.

Just because a device is connected 'direct' to the Hub 2 does not preclude some other DHCP service offering a network address ... which is not going to facilitate connection to the internet.

I am not saying that is happening here, but that remains a possibility and a device being 'connected direct' to the Hub 2 does not preclude getting an address from a 'third party' DHCP such as the mesh.

[#10]

@NDGLB03 

To help make sense of what is happening, can you provide the TP-Link mesh system model number? 

Are you aware which mode you have set the Primary node, Wireless router or Access point?

[#11]

The TP Link units (Three of them) are M5 units. 

It's in standard mode. I can't find any reference to Wireless router or Access point.

[#12]

Thank you for confirming your mesh model, they are  - https://www.tp-link.com/uk/search/?q=Deco+M5&t=product ?

As you are unaware of Access Point mode, with the default operation mode for the M5 being 'Router' mode, I think it's safe assume the M5 is acting as a router. With this being the case concerns regard multiple DHCP servers can discounted.

When your product was FTTC were you, using which Hub? What speeds did you achieve with the service, have you applied any QoS (Quality of Service) to the M5 mesh?

Now you are FTTP what product are you on?

Are you a WiFi only household or do you have some wired devices?

With this model of mesh it is possible to remove the Hub two and just connect the primary node directly to the Openreach ONT, is this something you would consider once your connection is proved to working correctly?

[#13]

@Dan_the_Van

That’s the correct mesh model.

With FTTC I used the Plusnet supplied Hub 1. I now have the Hub 2.

The M5 QoS is set to standard.

My TV and home alarm are plugged directly into the Hub 2 along with the master M5.

I don’t think plugging the M5 directly into the ONT would work for me due to the number of wired connections although I could run the TV over WiFi.

Regarding speeds, I never paid much attention. We’re both pensioners, don’t do gaming and the highest demand on the internet is probably when we watch two different TV’s, both on catchup, one wired, one WiFi. With FTTC we never had a problem. I’m now on Full Fibre 145. The speed test says I’m getting 150Mbps!

I’m unsure if anything has changed but yesterday we didn’t notice a problem.

[#14]

@NDGLB03 

Thanks for your reply.

With two routers on your network you have a created a situation where double NAT exist, it can cause issues with devices connected to the mesh network. I'm not saying its a problem now, but it is best avoided where possible.

I take it you have turned off the Hub two WiFi to prevent any signal clashes between the Hub and M5?

Sometimes a congested network can cause 'buffering' do any of you smart devices perform a cloud saves or any other uploads during the evening?

It would be nice to see if you get any issues just using the Hub two, I expect you may suffer some WiFi reception issues with other devices with M5 powered off.

If you wanted to just use the M5 connected to the ONT then a cheap 5 port gigabit switch would be all that's needed to resolve the shortage of LAN ports, maybe a short RJ45 cat5e cable is also required to connect it to the M5.

The M5 WAN connection would be needed to be made PPPoE from Dynamic IP. Guidance can be provided if required.

Being a pensioner is not a bad thing, I'm one as well !

[#15]

@Dan_the_Van

I’ve not turned off the Hub 2 WiFi, my laptop doesn’t have a direct Ethernet port.

Thick solid walls are great for insulation but useless for radio signals.

I’ll have a think about getting a gigabit switch.

For now I’ll give it a couple of days and see if the problem returns.

Thanks for your help.