Broadband drops out

[#1]

Have an issue that Plusnet cannot fix for me. Multiple times throughout the day my broadband drops out even though the router stays a solid blue. I run a speed test and the ping speed goes from under 29 ms to over 800 ms and my download speed drops from 20mb to 0.03 mg.
It can stay like that for 20/30 mins at a time and happens multiple times every day.
Plusnet says they are not picking anything up when they do their tests.
Have a new master socket and a new router. Have tried different configurations on the router and nothing seems to work.
Any help would be useful.

[#2]

Is there anything in the router event log  around the time of the problems, that might give any clues ?

[#3]

@Johnnytext222 Which product are you on - I'm guessing either ADSL or FTTC (with a very long copper 'final mile') and which router?

[#4]

Good point, @MisterW  - I should have asked that question as well. 😀

[#5]

Yes on a copper line from the street box. Am fairly rural and not expected to be on full fibre until some time in 2026.

[#6]

Also on the latest Plusnet router

[#7]

No nothing in the router log. Have been having this problem since I moved into this property last May along with other issues which have been sorted.

[#8]

OK - can you post (a) a screenshot of your Hubs 'Technical Log -Information' page, obscuring personal details, and (b) your 'Event Log' , as an exported .csv file, please?

[#9]

Will post when I can 👍

[#10]

Cannot see how to upload or attach screenshots or files ☹️

[#11]

For the screenshot - assuming you are using a desktop/laptop, click the 'mountain icon at the top of the reply window and follow the prompts.

For the .csv file, use the 'paper clip' icon below the reply window.

[#12]

Sorry do not own a lap or desk top. Trying to do it on an iPad but those icons not showing up. Will Barry my daughters laptop tomorrow and try it.

[#13]

If you are using a mobile device - try requesting the desktop site. Which browser are you using ?

[#14]

I'm predicting the problem is the Plusnet Hub Two having an 'F' grade bufferbloat score !

@Johnnytext222 

As you are having trouble with the icons, try this -

• Ensure that the internet connection isn't being used for anything else, such as downloading or streaming etc.
• Browse to the test at https://www.waveform.com/tools/bufferbloat 
• Click on the [Start Test] button, and let the test run.
• When the test completes, find "Share Your Results:" at the bottom of the results panel.
• On that same line, click on the [Copy] button to grab the test result URL.
• Simply paste the copied URL in to your reply here

[#15]

@outcast You may be predicting wrong.

As @Johnnytext222 is using a mobile device, to enable the insertion of pictures or attachments, he will need to request the desktop site on his browser - the mobile version does not allow for this.