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Daytime speed drop and MSTeams stutter

FIXED
TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Daytime speed drop and MSTeams stutter

Hey @gke45,

I'm sorry to hear that FaceTime is a little choppy on the Wi-Fi at the moment. You'd mentioned this wasn't the case with Teams, but I'd ask if this is solely an issue with FaceTime or if any other apps or services are having issues similar to the FaceTime app? When it comes to port forwarding I'm afraid that's not something that we can support you with, but if you did have a router capable of this then it's certainly something you can try. 

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
gke45
Grafter
Posts: 25
Thanks: 3
Registered: ‎01-11-2021

Re: Daytime speed drop and MSTeams stutter

It only seems to be FaceTime, which is strange. 

I'm on a hub one.  I see some mention of people upgrading to a hub two on the forum and it helping with things, is there a possibility of trying a hub two to see if that helped?  

 

Thanks 

LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 491
Fixes: 131
Registered: ‎07-12-2017

Re: Daytime speed drop and MSTeams stutter

Hiya @gke45, thanks for getting back to us and confirming. 

 

It is certainly strange that it is only FaceTime you have the issue with. At present the Hub Two is only available in a limited capacity for customers renewing their contract or new customers.

 

Does the other party also experiencing issues or is this just your side?

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
gke45
Grafter
Posts: 25
Thanks: 3
Registered: ‎01-11-2021

Re: Daytime speed drop and MSTeams stutter

Ok thanks. can I renew a contract early? Happy to sign up for an extended period to cover it.

The quality of the FaceTime call drops on WiFi, but clears up completely on 4G. Other people also find it has dropped as well. I didn’t experience this with my old ISP (sky) which is why i’m trying to figure it out.

There has also been other issues with the WiFi router to do with devices disconnecting (I posted it in another thread a while back and have not solved that issue yet).

It does seem like the router is possibly the source of two problems..
TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Daytime speed drop and MSTeams stutter

Hi @gke45,

As it stands, you'd only be able to renew the contract within 3 months of it ending. Typically, yo could upgrade the contract to Fibre at any time, but if you're already on the highest package we offer, that wouldn't be possible unfortunately. I've had a look over the account and I think I've come up with a solution that may work best for the both of us. I've raised a support ticket on your account regarding this, which can be accessed here. Please let us know once you've had the chance to read and respond to the support ticket and I'll pick this back up for review as soon as possible Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team