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Broadband slow and unstable, multiple drop outs

FIXED
Mustrum
Community Veteran
Posts: 3,646
Thanks: 1,080
Fixes: 77
Registered: ‎13-08-2015

Re: Broadband slow and unstable, multiple drop outs

@Aitch21  are you connected via WiFi or cable?

Is it just the WiFi connections you are having issues with?

Have you considered another/better router? You can pick up a BT HH6 for less than £20 from eBay?

Aitch21
Dabbler
Posts: 19
Thanks: 2
Registered: ‎17-09-2021

Re: Broadband slow and unstable, multiple drop outs

it's an idea but I would like to know if it is the router first.

Aitch21
Dabbler
Posts: 19
Thanks: 2
Registered: ‎17-09-2021

Re: Broadband slow and unstable, multiple drop outs

This is the wlan report from the laptop... from 16:33 to 16:56from 16:33 to 16:56Three daysThree days

jab1
Legend
Posts: 19,092
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Registered: ‎24-02-2012

Re: Broadband slow and unstable, multiple drop outs

@Aitch21 I don't know which/what program that is, but as I read it, your computers network adapter is either faulty or wrongly configured. What operating system is on your laptop?

John
Aitch21
Dabbler
Posts: 19
Thanks: 2
Registered: ‎17-09-2021

Re: Broadband slow and unstable, multiple drop outs

It's the output from a windows command "netsh wlan show wlanreport" . It logs connections etc. 

I'm pretty sure it's not this laptop because:

  • The network problems occur on multiple devices: laptops; phones; tv;...
  • The laptop works fine elsewhere
  • Re-setting the router solves the problem, for a while, on all devices
jab1
Legend
Posts: 19,092
Thanks: 6,257
Fixes: 288
Registered: ‎24-02-2012

Re: Broadband slow and unstable, multiple drop outs

@Aitch21 OK. W10, I assume? Not something I have used, maybe because I have had no need, or I have gone about in in another way, and as my main machine is now a Linux one, many 'Windows' things are being forgotten.

From your other comments, I'm inclined to not comment further, but leave it to more network-aware Community members to suggest ways of resolving the problem. I will however, continue to watch this topic and if I think I can help, jump in.

John
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Broadband slow and unstable, multiple drop outs

Fix

Good morning @Aitch21 

Apologies for the delayed response, wasn't in yesterday. I'll pop a visual radius and KBD test below which aren't showing any faults on the line itself. The odd drop outs can be seen. though you have mentioned that you've been resetting the router, which is likely the cause.

Thankfully though, this hasn't affected the DLM profile, yet. I've noted that you've been using the same router for a number of years now, and I'm thinking that this could be the source of your problems. Given the contractual situation on the account though, which I won't go into specifically on here, I wouldn't be able to simply send out a new one. You can either purchase your own third party one, or give our Customer Options Team a call on 0800 013 2632 to discuss your contract, you'll also be able to request a new router.

KBD
GEA Test Detail
Circuit ID NA Service ID  
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 40.0 Mbps
Upstream Speed 10.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 143.3
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2021-09-06T08:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 39.9 Mbps 39.9 Mbps 39.9 Mbps
Up Stream Line Rate 9.9 Mbps 9.9 Mbps 9.9 Mbps
Up Time 741.0 Sec 900.0 Sec 899.5 Sec
Retrains 0.0 3.0 0.0

 
 Adam
 Plusnet Help Team - Leeds
Aitch21
Dabbler
Posts: 19
Thanks: 2
Registered: ‎17-09-2021

Re: Broadband slow and unstable, multiple drop outs

Thanks @adam945 , I've had word with the team and they are sending me a new router - hopefully that will sort our the problem - I'll let you know.

Thanks also to @jab1 and others for all your help.

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Broadband slow and unstable, multiple drop outs

Ah great stuff, hope that sorts things out for you, thanks for letting us know. Smiley

 Adam
 Plusnet Help Team - Leeds