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PlusNet Router firmware upgrade

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Community Gaffer
Community Gaffer
Posts: 14,153
Thanks: 1,744
Fixes: 135
Registered: ‎04-04-2007

Re: PlusNet Router firmware upgrade

@victorma97, I've upgraded your router firmware, however I doubt it's going to help with your problem. It seems you're quite a distance from your exchange and are only estimated 1-2mbps at the best of times anyway. Have you considered an upgrade to Fibre?

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

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Newbie
Posts: 3
Registered: ‎17-07-2018

Re: PlusNet Router firmware upgrade

I don't want fibre, is too expensive. The point is: why when I complain you do something and the speed goes to an average of 4 Mbps? But it just lasts around 1 week and it comes back to 0.2 Mbps. Why don't you leave me with the 4 Mbps? When you give me 0.2 Mbps you are breaking the contract (as the contract says you must provide at least 2 Mbps).

 

*****************************

Also, I want to mention that Plusnet keeps saying about an engineer to come to see if there is any fault at my flat... (saying that I have to pay the visit of the engineer as well). """It is clear that there is NO FAULT at my flat because every week when I contact you via chat you solve the problem"""". I DON'T WANT TO KEEP ETERNALLY CONTACTING YOU.

*****************************

I have hope you will solve it, if not I will take it through Ombudsman as 0.2 Mbps is useless and is not in the contract.

 

Best regards,

 

Victor

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Rising Star
Posts: 126
Thanks: 10
Fixes: 1
Registered: ‎02-10-2013

Re: PlusNet Router firmware upgrade

hi can u see if i have up to date firmware on my router as it is 3 years or so /last up date was 13.08.17 is this the latest version / many thanks

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Hero
Posts: 4,077
Thanks: 1,793
Fixes: 118
Registered: ‎30-06-2016

Re: PlusNet Router firmware upgrade

@victorma97

Plusnet are not deliberately reducing your speed. The BT automatic systems appear to be finding faults on your line and are reducing the speed to try to compensate.

The £65 charge is only applied if the fault is in your flat. To make sure that this is not the case you need to:

1. Do a quiet phone test by ringing 17070 and selecting Option 2. If there is background noise then report a phone fault. You need this fixing first.

2. Take the front off your BT master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in there and connect to your router. Do a speed test from there. If it's still bad leave it for a couple of days and try again. If it's still bad you can be fairly sure that the fault is external to your property so you won't be charged for an engineer call out.

There's absolutely no point in even threatening to go to the ombudsman unless you first give Plusnet the opportunity to fix the fault. This can require investigation by a BT engineer.

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Hero
Posts: 4,077
Thanks: 1,793
Fixes: 118
Registered: ‎30-06-2016

Re: PlusNet Router firmware upgrade

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Community Veteran
Posts: 4,076
Thanks: 548
Fixes: 7
Registered: ‎05-04-2007

Re: PlusNet Router firmware upgrade

@victorma97

As @Baldrick1 said you might have a intermittent fault. I am not saying you have, but you might.

Best things you can do, is disconnect everything else from the phone line except the router. Test socket is best or at least just the master socket. When your speeds are poor it is certain times of the day or just random?

When they are poor you need to rule out the landline, so make a test call to see if you hear any noise on the line. 17070 option 2 is even better for that.

If you are confident there is no faulty equipment in your property (could be an extension or phone), then you may have to raise a fault.

 

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Newbie
Posts: 3
Registered: ‎17-07-2018

Re: PlusNet Router firmware upgrade

It is like a switch that turns the 4 Mbps into a 0.1-0.2Mbps. When it happens it can be at that low speed forever, unless I contact Plusnet. This is really upsetting when Plusnet says it needs an engineer to come home when the fault is not here (as they solve it when I contact them. THE PROBLEM IS THAT THE 4MBPS IT LAST AROUND 1 WEEK). Btw, I have no phone, just the router. Also, socket, micro filter and all the stuff they say to check were done several times.

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Hero
Posts: 4,077
Thanks: 1,793
Fixes: 118
Registered: ‎30-06-2016

Re: PlusNet Router firmware upgrade

You are not understanding what is happening. Automatic systems are slowing your speed down. Plusnet reset the line and the automatic systems are slowing it down again. Plusnet are not the villains, it is unlikely that the problem is with their system. It needs a BT engineer to fault find the problem. It is probably external to your property but there is a possibility that the fault is in your property but on the BT side of the master socket. The engineer might also need to check the line out from your master socket.

You will not get your problem solved unless you agree to an engineer visit regardless of the number of times you complain. From what you say it is very unlikely that you will end up with a call out charge.

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Hooked
Posts: 5
Registered: ‎29-08-2018

Re: PlusNet Router firmware upgrade

Hi man

 

I'm having insane lag spikes and my firmware isn't 7.275.11, any chance you can help? 

Thank you,

 

Adam

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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: PlusNet Router firmware upgrade

 

Hi @adamslack

 

Thanks for getting in touch.

 

I've tagged @bobpullen for the firmware request, however, nothing on your account in terms of your connection suggests that the router or otherwise is causing lag spikes. You're syncing up at around 20mb/s which is at the top end for an ADSL connection.

 

Could you provide more information on what you're seeing and when you're seeing it?

 

Do these lag spikes happen across both a wifi and a wired connection?

 

Do they happen whilst browsing? Streaming? Gaming?

 

Do you find that the spikes occur at a particular time of day/night?

 

Could you provide a ping/tracert to ascertain where the lag spikes are happening along the "journey" of your connection?

 

Let us know.

 

Best wishes,

 

Dave

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Hooked
Posts: 5
Registered: ‎29-08-2018

Re: PlusNet Router firmware upgrade

It's so strange, it can be fine for weeks and for no reason it just starts lagging? its usually gaming or streaming. 

 

Here's a few results from pingtest

 

https://www.netmeter.co.uk/ping-test/201834-82044-4336.html

 

http://www.netmeter.co.uk/ping-test/201834-82044-4336.html

 

http://www.netmeter.co.uk/ping-test/201834-82142-189d.html

 

My laptop doesn't have an ethernet connection but this is over wifi and even when i'm sat next to the router it happens. It's really odd. When i'm downloading i'm luck if i get 1 Mb/s and if i have my phone also connected to the wifi, it lags 10x worse, i have to shut all devices apart from my laptop when i game or its unplayable? Hope this helps.

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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: PlusNet Router firmware upgrade

 

Hi Adam,

 

Thanks for the additional information.

 

I'd initially suggest going through the wifi troubleshooting here (when the issue occurs)

 

Also get a trace route on the go to see what/where is slowing the throughput down.

 

Best wishes,

 

Dave

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Hooked
Posts: 5
Registered: ‎29-08-2018

Re: PlusNet Router firmware upgrade

Well it's happening now and its awful, the spikes are insane. The router is in the centre of the house and i don't know what a trace route is? I typed this into Mac Terminal if this is the right thing?Huh

 

Usage: traceroute [-adDeFInrSvx] [-A as_server] [-f first_ttl] [-g gateway] [-i iface]

[-M first_ttl] [-m max_ttl] [-p port] [-P proto] [-q nqueries] [-s src_addr]

[-t tos] [-w waittime] [-z pausemsecs] host [packetlen]

MacBook-Pro:~ adamslack$

 

?? I don't know

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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 325
Fixes: 14
Registered: ‎23-11-2017

Re: PlusNet Router firmware upgrade

Hi there,

 

To run a traceroute on mac the easiest way is through the following steps;

 

  1. Launch Network Utility. ...
  2. Click Traceroute.
  3. Enter domain name for which you want to perform a traceroute (eg – www.bbc.co.uk).
  4. Click Trace.
  5. Select and copy the results.

Let us know how it goes.


 Dean R
 Plusnet Staff
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Hooked
Posts: 5
Registered: ‎29-08-2018

Re: PlusNet Router firmware upgrade

Thank you! Does this give any more ideas?Huh


 

 

Traceroute has started…

 

traceroute to dota2.com (104.82.120.122), 64 hops max, 72 byte packets

1  dsldevice.lan (192.168.1.254)  4.439 ms  2.424 ms  383.472 ms

2  172.16.17.32 (172.16.17.32)  97.314 ms  183.621 ms  189.639 ms

3  * * *

4  172.17.7.141 (172.17.7.141)  16.945 ms  16.218 ms  53.543 ms

5  172.17.11.194 (172.17.11.194)  20.150 ms  20.546 ms  20.134 ms

6  be2.pcn-ir01.plus.net (195.166.129.164)  20.157 ms  20.531 ms  19.711 ms

7  core1-be1.colindale.ukcore.bt.net (195.99.125.132)  21.433 ms  20.673 ms  23.985 ms

8  peer2-et10-3-0.telehouse.ukcore.bt.net (62.172.103.15)  23.845 ms  25.460 ms  27.383 ms

9  195.99.126.159 (195.99.126.159)  1844.279 ms  2312.313 ms  3276.995 ms

10  a104-82-120-122.deploy.static.akamaitechnologies.com (104.82.120.122)  311.118 ms  25.754 ms  140.644 ms

 

 

Traceroute has started…

 

traceroute to youtube.com (216.58.204.46), 64 hops max, 72 byte packets

1  dsldevice.lan (192.168.1.254)  2.453 ms  3.641 ms  1.219 ms

2  172.16.17.32 (172.16.17.32)  51.639 ms  56.734 ms  59.166 ms

3  * * *

4  172.17.7.141 (172.17.7.141)  24.848 ms  16.249 ms  16.246 ms

5  172.17.11.194 (172.17.11.194)  20.605 ms  19.075 ms  19.142 ms

6  be2.pcn-ir01.plus.net (195.166.129.164)  19.250 ms  22.249 ms  20.654 ms

7  195.99.125.136 (195.99.125.136)  20.492 ms  21.642 ms  20.345 ms

8  109.159.252.74 (109.159.252.74)  20.110 ms  19.897 ms  19.538 ms

9  peer5-te0-0-0-32.telehouse.ukcore.bt.net (195.99.126.77)  19.878 ms  20.557 ms  19.868 ms

10  108.170.246.129 (108.170.246.129)  21.588 ms  20.883 ms  21.076 ms

11  108.170.238.117 (108.170.238.117)  20.513 ms  623.787 ms  383.098 ms

12  lhr25s12-in-f14.1e100.net (216.58.204.46)  635.720 ms  176.648 ms  138.344 ms