Icreasingle slower downloading speed and loss of bandwidth

[#1]

Hi All: over the last 6 to 8 weeks I am finding it more difficult to access the Apps on my TV. Both Youtube and Iplayer are constantly refreshing and locking up. I have to restart both in order to watch another selection. In addition when better half is using tablet both are now trying to intermittently download. It appears that I have lost "bandwidth" ?  but my download speed is within its original limits which 3 months ago provided an uninterrupted service. New issue for us ....never happened before: and advice welcomed please.

[#2]

@dickg01 Staff response on here is a little slow at the moment, so:

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

[#3]

Bang on the button whats going on

[#4]

@Tanyarow79 Helpful comment - NOT!!

[#5]

Someone may be using up your bandwidth. Log onto the router and see if there are any unexpected devices. Also check your PC's for any filesharing apps.

[#6]

@nigeltegg A highly unlikely scenario - it is more likely a network (BT/OR) issue.

[#7]

Hi @dickg01, 

I've just been having a look into this and can see that the connection is dropping out fairly frequently and that's been causing the drop in speeds so we need to focus on that for you.

Line tests don't show up any obvious causes so can you try following the checks here next? https://www.plus.net/help/broadband/connection-troubleshooting/

Let us know how you get on. 

[#8]

Thanks Adam:   All usual checks have been done. Previous issue was resolved by BT (rural... over the fields...phone line problem) and all has been well until some weeks ago. The net likes to drop out during the nighttime hours requiring a restart in the morning (which I am sure you can see at your end): will advise if drop-outs persist: Thanks again

[#9]

Hi Adam:  I am still having a connection loss on many mornings: My connection is rarely on for a 24 hour period. Happened again this morning... came down to no internet connection again today: ALWAYS OVERNIGHT: telephone lone OK: All checks / resets have been done again... filter changed and the telephone line has been replaced to the pole and beyond over the field to the box many moons ago due to a previous fault. Internet connection rarely on long enough to build up a respectable download speed.... at a loss now down to Plusnet.

[#10]

Hi there,

I'm really sorry to see you're still having connection issues. 

I've tested your line today and the tests aren't showing the cause for this, but looking at a graph showing your connection attached below, I can definitely see your connection's dropping in the mornings.

I can also see your speed is slowing down automatically to try to (unsuccessfully) prevent the drops from happening.

Are you still using the Thomson TG585 router we've sent you in 2008 or have you since bought your own router? I'm thinking it may be time to change it if you do still have it! And I'll be happy to send you an updated one free of charge. 

If you've bought your own router and you're sure it's working okay, I'd like to arrange a broadband engineer from Openreach to investigate further, so when could you be available for a visit? These type of engineers are available weekday timeslots (and occasionally Saturday's) of 8am to 1pm or 1pm to 6pm.

Finally I've attached below a copy of the testing I've ran in case you're or anyone helping you here is interested: 

xDSL Status Check
Circuit ID:	[redacted CBUK]	Service ID:	[redacted BBEU]
Telephone NO.:	NA	Test Executed On:	02-08-2022 15:36:06

xDSL Status Test Summary
Sync Status:		Circuit In Sync
General Information
NTE Status:		NTE Power Status:	Unknown	Bypass Status:

	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	25.0	43.0
SNR Margin:	19.2	12.6
Errored Seconds:	0	0
HEC Errors:	0
Cell Count:	42090	147248
Speed:	444	7296

Maximum Stable Rate (KBPS):	7968	Fault Threshold Rate (KBPS):	6374
Mean Time Between Retrains (Seconds):	86341	Mean Time Between Errors Upstream (Seconds):	2056
Indicative Line Quality:	A	Mean Time Between Errors Downstream (Seconds):	5396

[#11]

As there was never any real response from the OP after I posted my offer of help, I unsubscribed from the topic, but seeing your latest post @Gandalf , I definitely think an OR investigation is warranted?

[#12]

Hi Anoush: I'm afraid that router passed away to be replaced by another that also moved-on and I am currently running a TP Link AC 1200 (Archer VR400). This unit has been running quite hot (no external heat sinking) so have lifted it off the surface to provide more airflow but no change in the connection / drops. Before ordering a broadband engineer ( cost ?) maybe I should try a new Router first.

However, of note, is it not strange that the signal cut's out during its lowest / non usage period.

Can you define the difference between Session Closed and Connection Failed please...  as it appears from your symbology that we have not had a "Connection Failed" only "Sessions Closed"..

Could you also suggest some appropriate Router Options please... we are not gamers !!! just downloaders of sporting games from Youtube: Many Thanks

[#13]

@dickg01 

Hopefully you are being recommended a Openreach engineer whos' visit will be free.

Have you checked the VR400 to ensure it is running the latest version of firmware? They do not update automatically.

In Advanced >System tools you should find the system log, can it be saved as text file? If yes, can you attach it might help find the issue cause.

Dan.

[#14]

Hi @dickg01,

Ah it does seem like your router's on its way out. I don't have enough knowledge to recommend a 3rd party router, but I've sent you a Hub One, which I hope helps and you should receive this within 3 to 5 working days. 

It is odd that the drops are mainly overnight and I'll still be happy to arrange an engineer to investigate further. If you're happy to go ahead, let me know when you'll be available. You won't be charged for the visit at all. 

As for the connection graph, it pretty much just shows when your connection has dropped and when it came back up. I wouldn't read too much into whether they're a session close or connection failed to be honest. 

[#15]

Hi Anoush: Thank you for sending us a Hub One. After installation I will give it a week for the connection speed to normalize and if the problem persists I will then take-up your kind offer of a Broadband Engineers visit: Many thanks again... dickg01