Broadband not working at regular times daily

[#1]

This has been going on for months now. It used to be that there were certain times each day when the connection was very slow but now it stops working altogether about 3 or 4 times a day. The connection was always good here previously and I assumed this must be a fault somewhere along the line that Plusnet would soon sort out but it’s just getting worse. Does anyone know what the problem could be? 

[#2]

@Ripplyuk 'This has been going on for months now' - why have you not reported it previously?

If you don't report a problem, PN won't know about it - they do not constantly monitor every customers connection.

If you want help from the Community, a good start would be to post the following:-

Results of ; BTW Performance Tester - after completing the 'Additional Diagnostics'

The output from your Hubs Help Desk page - obscuring any personal data.

The output from the WAN tab of your Event Log.

[#3]

That performance tester says it cannot find any problem. It’s working fine right now so I guessed it wouldn’t. I won’t be able to run that test when the problem actually occurs, since nothing will work. 

I have no idea what the ‘hub help desk’ or ‘WAN’ is. 

I didn’t report it earlier because it’s such a major issue, I assumed it was affecting everyone in the area and Plusnet would deal with it. Also, it’s the hassle of trying to sort out a problem like this myself. I’m fed up with being told to ‘try the test socket’ for any broadband issue, which never makes any difference. 

[#4]

I asked you to post the results - even if it 'can't find any problem', the output can be useful for diagnostic purposes.

Which modem/router (Hub) are you using?

Why should you assume it is a 'major issue' unless you see a large number of reports?

If you need help, merely responding as requested often means other Community members can help - and we don't always need to go down the default Plusnet route.

[#5]

I have no idea what hub I’m using. It’s just the one Plusnet sent. 

Broadband not working regularly seems a major issue to me so I thought it would be picked up eventually. I did tell Plusnet at my renewal that it was getting really slow at times but they just said that’s normal. 

[#6]

OK. That Performance Test report looks a bit 'strange' - it is reporting a faster speed than your profile should allow.

You are using a Hub1 - unless you have a TG582N and separate modem - just look at the label on the back/base and report what it says.

Assuming it is a Hub1, the picture below should give you an idea of where to go to find the Troubleshooting and Event Log tabs.

[#7]

Yes it says it is a hub one. The sticker has codes on it for a wireless key and password. Should I post that here? Or is that a security risk on a public forum? 

My broadband speed always used to always be around 50mb but at the last renewal, they said it should be slower than that. 

[#8]

NO! Don't post the information from the sticker. What I am asking you for is the information obtained from your router, via the tabs in the picture I posted before your last entry. I am trying to be as clear as possible, but if you need to ask, then please do so.

Sorry to be asking for a lot of information, but I can only go on what I am told. Based on your comment about speed, could you also post the result of: BT Broadband  - making sure your phone number isn't visible?

[#9]

How do I get information from my router? 

Here’s the BT thing 

[#10]

To get information from your router (and I'm amazed you have never done so in the time you have been online 😉), just type 192.168.1.254 into your browsers address (NOT search) bar, and hit 'ENTER'/

Your downstream speed is marginally below the 'hand-back' threshold, but if we can see what is causing that, it may be possible to improve it.

[#11]

What do you mean by browsers address? So it’s not a google search? 

[#12]

By browsers address bar I mean the one that displays the current site you are on. It is nothing to do with Google (or any other search engine). Are you using a laptop/desktop or phone?

[#13]

I’m using an iPad. The bar at the top that gives the web address is from google I think. 

[#14]

So you are using Safari as a browser? That bar is NOT from Google.

Do you have access to a desktop/laptop using another browser?

[#15]

Yes, it’s Safari. I thought Safari used google to search. I don’t have a laptop or anything else, just the iPad and iPhone.