Horrendous broadband service - Last call for help.

[#1]

@aesmith Nothing is downloading/uploading in the background, my partner has gone completely nuclear on this, testing each device on their own, via wired where possible, and wireless, it doesn't matter what device, or how it's connected. He is banned all devices one by one to make sure there was no possible way something was accessing the internet other than the tested device. 

And as the service is so bad, we can only have one device connected at a time or it jams up what we are trying to do so there is no way for it to take bandwidth from anywhere else. 

[#2]

They are yet again sending another BT Openreach engineer out on Friday,

TBH that's all an ISP can do. You just have to hope that you get a decent engineer whose interested in solving the fault.

Should I show the engineer this thread? 

I would certainly show them the router technical log and ask them to explain why the speeds are so low (and the noise margins so high!) , particularly the upstream .

[#3]

@MisterW I will do this, thank you so much, and also @jab1 and to everyone else too.

[#4]

@Roxiefrost

Were you using the Hub Two before you changed to Fibre (no phone line) product? 

The reason I ask is provided the Hub has not been factory reset, the log file will detail your connection details from when it was last factory reset (hopefully some time ago) or first used.

From the event history we can see if the line sync has changed since the product change.

The event log can be exported as a CSV file

Advanced Settings >Technical log >Event log >select EXPORT, the csv file will saved to the downloads folder, use the paper clip below to attach the exported file.

[#5]

Yes we were on the Hub 2 originally, and were sent out a new one in the event the old one was knackered. But it made no difference.

Is the Hub 2 any good? Should I replace it?

[#6]

and were sent out a new one in the event the old one was knackered

@Roxiefrost Don't tell me, one of the engineers said the router was faulty!. Routers are rarely the cause of low speeds and dropouts but are an easy target for an engineer. The Hub 2 has a pretty good modem and so replacing it is unlikely to help.

At least the new engineer won't be able to blame the router, as its already been changed🙄

[#7]

@MisterW We shall see what happens on Friday, I am going to show him this forum and what you guys have found, along with the images I've posted and see if we can get a resolution. 

I'm just so sceptical because we have had so many engineers round already who either don't see an issue, can't understand the issue or "fix" something that lasts for a few weeks. 

[#8]

Apologies if this is stated somewhere, but is this being worked as a copper line fault, or a broadband fault? The line needs to be proven good before even thinking about the broadband side. Do you know what work has been done? I would have expected at least a D Side pair swap.

[#9]

The Event Log is the best option if any Community members are to be able to help.

[#10]

@MisterW Engineer came today, safe to say it's made absolutely difference at all?

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 8 Hrs 34 Mins

Data rate:800 Kbps / 29.549 Mbps

Maximum data rate:1.849 Mbps / 30.333 Mbps

Noise margin:19.5 / 6.1

Line attenuation:13.6 / 29.7

Signal attenuation:10.6 / 40.8

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:988.0 MB Uploaded / 37.5 GB Downloaded

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

2.4 GHz wireless channel:Smart (Channel 11)

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

5 GHz wireless channel:Smart (Channel 40)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

Software variant:-

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

[#11]

What did he actually do? Sorry to repeat, but is he testing the copper line, or the broadband? It needs to be tested and fixed in that order. Otherwise the conclusion is likely to be "this is the best you can get on a [-Censored-] line"

[#12]

As @aesmith says , what did he/she do ?

[#13]

@MisterW @aesmith 

Absolutely no idea, I showed him the recommendations/comments from this thread, he said he will leave the property and investigate, then left. 

I rang Plusnet as me and my partner can't see any difference, and they are sending out ANOTHER engineer on Monday...... 

In regards to the line, again I really don't know - they don't offer much in terms of feedback. I do believe they are looking at the line vs the broadband itself.

[#14]

@Roxiefrost 

DSL uptime:0 Days 8 Hrs 34 Mins

Data sent / received:988.0 MB Uploaded / 37.5 GB Downloaded

nearly 38gb in 8 hours is quite a lot of data.

You can only use your bandwidth once, the more the devices dowloading the slower the connection.

[#15]

@Dan_the_Van I thought of that too, but assuming the OP is on a 40/10 profile , the US data rate looks suspicious. Would that have any bearing?