My broadband been slowly down

[#1]

Hi my Broadband been playing up last few days slowly down my sons tell there ps5 are not connecting to the main hub and keeps flashing most morning

[#2]

@antonyR Plusnet Help Team staff should be along fairly soon, but if you can follow the instructions below, it may give us an idea of what the issue(s) may be.

 For Community members to be able to help, information from these two sites:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection please report the 'Additional Diagnostics', and sight of the Help Desk tab would be a start.

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 you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

[#3]

House phone working find it the broadband

[#4]

Done BTW Performance tester

Download is 56.60Mbps when I pay for 63mbps

Upload is 6.84Mbps when I pay for 13mbpd

[#5]

Thanks @antonyR . So no noise on the phone - good.

Screenshots are better for helping others help you, and as I said above, sight of your Hubs Help Desk page would be good, too. Without this basic information, there is little other Community members can suggest.

[#6]

It’s not me send screenshots on my phone on here

[#7]

I have take a screenshot but I can’t send it on here not let me add screenshots on here my users a iPhone XR

[#8]

OK - to be able to send screenshots, you need to select the desktop option on your phone.

[#9]

How do I do that please

[#10]

Thought you might ask that - so I've just looked. At the top of the screen, select the three horizontal dots, and it should give you the option to 'select desktop site'.

HTH

[#11]

[#12]

[#13]

[#14]

Thanks. Taking those two screenshots in order - the Help Desk picture indicates that you had a PPP drop (disconnection from the internet) 4 days ago in the early hours - has this happened before, do you know?

Also, your downstream SNR looks a little low, although with your attenuation the line should be able to cope, but it is something the PN Help Team can have a look at when they get round to this topic.

The BTW checker is not showing anything out of the ordinary, but using your phone number, rather than the address may give us a little more detail.

The speed test above indicates your internal set up is a little suspect - how far away from the Hub were you when you did that test, and do you have a desktop/laptop you could connect via cable - wireless speed tests are unreliable, and not acceptable for claiming you have a problem.

[#15]

I use my son laptop when do the test I was need it doing the tester on it