Contract cancel due to low speeds, instability and continually hanging of service

[#1]

Two files attached.

Technical log and information log.

Will go look for the error log as well.

[#2]

Website doesn't like Google Chrome.

Tried Firefox and works fine. Go figure.

No FTTP it seems so I suspect I am not connected to the local fibre cabinet in the village but still through the copper acble to the Westhill exchange some 6 to 7kms away.

Screenshot attached.

[#3]

@KenMavor You are connected to your 'local' FTTC cab, but it is long way away. However, the event log you provided earlier looks horrendous, the number of DSL drops, and your SNR  figures indicate a major issue with your connection.

[#4]

Thank you for confirming my sanity.

Every time I contacted Plusnet everyone said the tests were all fine, speeds were good, no errors seen.

Thanks and goodbye.  Contact us if the problem comes back.  It's never gone away!!!

I'm also concerned that the twice I have had a fault logged there seems to be no fault logged.  Worrying.

"a long way away"....is that a Father Ted reference.

There is a fibre cabinet 2kms away in the nearest village.

The main exchange is at westhill which is about 7kms away.

I think we are still running service through the copper cable to the Westhill exchange which is 7kms away.

The annoying thing is that at each end of our road there is fibre which serves all locations on those roads but it doesn't come along our road.

I think it's time to have a look at Starlink regardless of the numpty who runs it.

Service is just unusable and unacceptable from Plusnet I'm afraid.

[#5]

But the connection is shown as 18Mbps down in both the settings and the logs which doesn't tally with the speed tests. It does match the BT speed estimates, and at that speed the connection should be usable. 
Are the speed tests done using an ethernet connected computer or over WiFi?

The 18Mbps is above the handback threshold, so Plusnet won't treat this as a speed problem.

[#6]

There is a fibre cabinet 2kms away in the nearest village.

The main exchange is at westhill which is about 7kms away.

I think we are still running service through the copper cable to the Westhill exchange which is 7kms away.

@KenMavor You will definitely be connected to the cab in the village - FTTC  connections do not run from exchanges.

I would suggest when @Windings contacts you, you suggest OR check all connections/joints from the cab to your house.

[#7]

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@corringham wrote:

But the connection is shown as 18Mbps down in both the settings and the logs which doesn't tally with the speed tests. It does match the BT speed estimates, and at that speed the connection should be usable. 
Are the speed tests done using an ethernet connected computer or over WiFi?

The 18Mbps is above the handback threshold, so Plusnet won't treat this as a speed problem.

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Agreed, @corringham  - but to my mind, the number of xDSL drops reported in the event log indicate a service fault - somewhere.

[#8]

Looking at the log file I would suggest there is a Wifi issue here, the Hub seems to be restarted a lot, I assume because the speeds have dropped.

Sometime when your Pixel 7 when connected to 5G signal link is showing as

18:43:47, 19 Jun. 5G Client associate from 5a:d4:1f:a0:3b:4c (IP=192.168.1.103) RSSI=0, Rate=0Mbps, host Ken-Mavor-Pixel-7

@KenMavor 

Have you any streaming devices connected to you network?

@jab1 

There are many DSL Link UP messages as a result of the Hub being restarted, there are not many DSL Link Downs.

[#9]

@Dan_the_Van  Sorry, you are correct. Maybe I should just observe until I'm back to 'normal'.😉

[#10]

@jab1 

it's a busy event log.

I'll follow this thread tomorrow as finished for the day.

[#11]

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@Dan_the_Van wrote:

Looking at the log file I would suggest there is a Wifi issue here

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It could be a WiFi issue, but it could also be the upstream being saturated and causing low downstream speeds as a result. The Down sync speed is 18Mbps but the Up is only 790Kbps, so a few devices doing a backup to the cloud could easily saturate the upstream.

Unfortunately there is no sync rate guarantee for upstream, and the downstream sync rate is well above the handback speed of 12Mbps. 

[#12]

All, 

Thanks for the help and assistance so far.

A few more bits of information.

During the times between say 10am and 3pm the stability, and this the speeds, are OKish.

Before 10am and after say 6.30pm it grinds down to a halt.  I mean a halt.  Nothing happens when I try and do a speed test of any kind.  The macbook page just sits there.  Maybe 3, or 4, minutes later it slowly paints the screen.  When a picture is being produced more often than not, you just see the picture description for about 2 minutes....."man standing with dog" and then the picture completes and there's a man standing there with a dog.

The TV streams across wifi.  I'll maybe get an ethernet connection to it.  That may help.

It's only in the last 3 to 4 weeks that it has got this bad.  I fully understand the restrictions that we have re the potential speeds but it's the stability that is the issue.  We have stopped using our phones over the wifi connection as it just drops the call whenever it feels like it.

Again, I fully understand the speed limitations but it should not drop to 1MBps, or 870kbps, for no reason at all.

The test I have done have been across wifi and ethernet directly to the router.  No difference seen.

When it all works, it's fine.  Speed is reasonable and stability is OKish but that is now the exception rather than the norm.

Something isn't right but trying to get agreement that something isn't right and getting it looked at is proving impossible.

[#13]

Why then in the morning, and at night, is the connection rubbish.

Waking up in the morning and sometimes there is little to no speed.

Likewise at say around 9.30pm to 10pmish everything grinds to a halt.  TV is off, everyone is in bed etc and surely usage is greatly reduced but the achievable speed is rubbish.

[#14]

@KenMavor 

Thanks for the information. Should have suggested you hide your phone number.

Kingswells - my neck of the woods. From several years ago I have this.

From memory cabs 11,12 & 13 got FTTC using goverment money. Cabs 19 & 21 were in no mans land until late 2017 when OR suddenly ramped up FTTP and were up and running before Christmas. There were many pockets of EO lines due to the distance to the actual Exchange.

All cabs shown are now covered by CityFibre.

Run your post code to see what Zen say

https://www.zen.co.uk/

Brian

[#15]

Thanks for that.

I think I am suffering from the current infrastructure between our house and the exchange being [-Censored-] frankly.

They ran new fibre to a cabinet at the bottom of the Kirkton of Skene road then fibre up to a cabinet in the village itself. It was the first village to be connected to fibre. Big thing made of it. Except noone in the village actually gut connected to the cabinet. They did that about a year later. The houses outside the village still hard the old copper wires all the way to the Westhill/Kings wells exchange. 7 miles away. There is fibre at either end of our road which now serves all the houses in those roads but in between (9 houses) still use the copper cable. Storm arwen uprooted two trees along with the phone cable which now sits about 8 feet in the air on top of tree roots.

I guess I'll just have to wait for fibre.