Massive speed loss on fibre - need help

[#1]

Having really big problems with my connection, at one point I was getting 32meg download and 10meg plus on upload now Download is barely 5meg and upload has flatlined completely. I'm now thinking of ditching fibre and going back to straight Broadband as I was getting a far better speed than I currently am.

I've done the usual turned off every device around the home using WiFi to see if the speed improves by hard wiring into the router and it makes no difference.

We did have a break in power a few weeks ago but everything seemed fine back then, I get faster speeds on my phone at the moment using 4G.

I can't phone because of waking the ball and chain and tried chat but it's not accessible or busy and is always busy and it's not convenient to call from work.

[#2]

Checked again and still rubbish

[#3]

Hi there, I've just been looking into this and can see that the connection has been dropping fairly frequently, this is the most likely reason that speeds have been affected too. 

I've just tested the line and have added a reply to the fault ticket on your account suggesting how we can move things forward. 

Here's a direct link: https://www.plus.net/wizard/?p=view_question&id=184520598 

Adam 

[#4]

Strangely enough I am having drop outs all the time with the new Plusnet Hub One and am glad I haven't thrown the original F2704N that runs through and Openreach modem. I have had to reinstall the F2704N because the new super duper Hub one keeps crashing and rebooting. I had a noisy line and then after a visit from and engineer it was the wire coming into my property causing the noise, that was fixed.

Next day the Hub one turns up and followed the instructions to the letter and even got rid of old settings from the old system off my browser and computer, had up time for about 1 hour before it crashed then it became every five minutes. I use this connection for  both business and leisure and can't be doing with it crashing when updating my accounts online. I'm not impressed either.

[#5]

Moderators Note

Post split from another topic and merged here to keep users posts all in one place to help staff.

[#6]

Hi @nevgeorge

Thanks for getting in touch. I'm sorry to hear of the drops you're experiencing.

Just to clarify - do you/have you experience(d) drops when using the Hub One? Are these drops occurring via a wifi connection (on either router) or via a wired connection?

I've taken a look at your connection today and there are some physical drops being shown against your line. However, this could be you turning the router off/on or switching the routers over.

Could you confirm how things look on a wired connection over the next 24 hours? If its s

[#7]

Hi Dave,

I reconnected the Hub one this morning once the missus went out, she moans about being disconnected, then all the hub one did was drop connection all the time. I tried everything that I could using the trouble shooting guide but the hub either froze or just flashed orange. The hub just keeps rebooting runs for a few minutes to half an hour then reboots, thats with wifi and wired connecting.

I change the DSL cable to a known good one but again drop outs. Disconnected everything except my laptop and still it dropped out, shut down the laptop and used a tablet and it still dropped out. Have reboots and reset the hub that many times I'm surprised it hasn't grown legs and vanished.

I checked the wireless side in the settings and only the 2.5GHz is live the 5GHz refuses to connect, I have two items that will run on the 5GHz band, my laptop and a Samsung tablet but both are backward compatible. I also cleared my browser cache and any previous passwords so there wasn't a conflict.

After a couple of hours I gave up and reinstalled the old router and modem that work without a problem since the line was fixed, ether the hub one is faulty or it doesn't like me or my line.

[#8 · Accepted solution]

Hi @nevgeorge,

Thank you for your detailed report of what's been happening.

On the back of what you describe I'm convinced that the router is at fault here and so I've arranged for a replacement to be sent immediately. You should receive it within the next 3-5 working days.

All we'd ask is that you pop the old one in the pre-paid returns bag and post it to us at your convenience.

Please let us know how you get on.

[#9]

Thank you, and I'll let you know how I get on

Nev

[#10]

The Hub One was received yesterday, installed and has not dropped connection or shut itself down over the past day and the speed seems stable. The faulty one will be winging its way back to you tomorrow. Thanks very much for your help.

[#11]

Glad to hear the new router is working well.

Let us know if you need any further assistance at all.