Horrendous broadband service - Last call for help.

[#1]

It doesn't appear so looking at mine:

Connection time:

0 Days 9 Hrs 19 Mins 44 Secs

Data usage:

1.2 GB Uploaded / 17.5 GB Downloaded

Until the early hours drop my connection have been up for 100 days and was showing > 10TB usage.

[#2]

@MisterW - Here you go, screenshot below. 

@Dan_the_Van @dvorak  My partner has recently bought a new laptop and have been installing programs and games over the last few days, but please rest assured we aren't stupid enough to complain about internet issues while these things are downloading. We know that since we have lived here, if ANYTHING is downloading, that means we can't do anything else so it's left on over night. 
 

[#3]

I stand corrected.

[#4]

@Roxiefrost thanks for the BTw estimates, your downstream sync is BELOW the handback threshold, so I don't see how support can claim 'the line is fine'!. The upstream is awful.

You say, you have had a number of engineer visits already, were they Openreach or Cube engineers ? and what have they actually done so far ?

Is your router connected directly to the master socket ?

do you have any additional extension sockets ?

[#5]

@MisterW  It's been both, the last one was a cube engineer who plugged his laptop in, change a few things then left. 

The router is directly plugged into the master socket mk4, and there are no additional extension sockets.

[#6]

The router is directly plugged into the master socket mk4, and there are no additional extension sockets.

@Roxiefrost can you try removing (it unclips) the faceplate and plugging the router into the test socket behind it. You will need a dongle style filter to make the connection, there should have been one with the Hub 2. The Mk4 faceplate connectors are not the best and have been known to give problems.

Once you've done that, post back with the router technical log details again.

[#7]

@Roxiefrost As @MisterW says, there is something horribly wrong here. All the data you have provided points to a major problem with the Openreach network.

It may be useful if you could post your Error Log.

[#8]

@MisterW - done that, I don't think it's made any difference.

Product code:Plusnet Hub Two

Serial number:+108417+2320009460

Firmware version:v0.10.00.04201-PN

Firmware updated:14-Aug-2023

Board version:R01

GUI version:1.9 16_08_2022

DSL uptime:0 Days 0 Hrs 5 Mins

Data rate:800 Kbps / 26.054 Mbps

Maximum data rate:1.593 Mbps / 29.726 Mbps

Noise margin:18.9 / 9.1

Line attenuation:13.6 / 29.8

Signal attenuation:10.6 / 42.5

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:7.8 MB Uploaded / 96.8 MB Downloaded

Broadband username:

2.4 GHz wireless network name:PLUSNET-3PC9FS 5hgz

2.4 GHz wireless channel:Smart (Channel 1)

5 GHz wireless network name:PLUSNET-3PC9FS 5hgz

5 GHz wireless channel:Smart (Channel 40)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:

Software variant:-

Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017)

[#9]

@jab1 How do I do this?

[#10]

I don't think it's made any difference.

@Roxiefrost correct, it didn't. There is definitely a line problem and that test confirms that the fault is external to your property.

I'm afraid you're going to have to raise a fault again!. You could try the textBot first https://www.plus.net/help/report-a-problem/broadband/ and see what that finds.

[#11]

---

@Roxiefrost wrote:

@jab1 How do I do this?

---

Navigate to the screen above and then select 'WAN' in the 'category' tab. However, based on what we have now seen, I think @MisterW 's suggestion above is a better idea - there is definitely a major problem somewhere.

[#12]

I'm currently on hold to them, they ran several tests and said there are no faults...

I have zero idea what to do. It's driving us nuts. 

[#13]

Accepting that the speed you are getting indicates a line fault, I think it's also worth checking your devices to see if anything is uploading in the background. Google Drive sync, Onedrive, Iphotos, iCloud on.ine back up etc. 

With a slow upload speed it doesn't take much to saturate it. That brings the whole service to its knees, downloads slow or fail as their acknowledgments are delayed or dropped (unless you've configured some fancy queuing in the router) That really high latency is typical of maxed out upload and a low quality router which thinks it's a good idea to hold really long queues instead of more sensible congestion management..

[#14]

Your downstream speed is below the handback threshold (MGALS)

Your upstream noise margin is WAY too high which is causing the extremely low upstream sync.

Have they requested a DSLAM reset ?

[#15]

They are yet again sending another BT Openreach engineer out on Friday, but I know this will not resolve it as they have been out several times.

Any other options? Should I show the engineer this thread?