Really slow connection last 2 days @ similar time of day

[#1]

Hi @Davexxx,

I've updated the ticket on your account again regarding this issue. Please let us know once you've been able to read and respond to the ticket so that we can progress the investigation of the fault further.

[#2]

Many thanks - have responded with possible slots for an engineer's visit.

[#3]

Hi @Davexxx,

Thanks for getting back in touch. I've updated the ticket now.

[#4]

Visit booked ... appreciable Internet disruption (slowness) this evening ca 8:00-9:15 pm.

Are there any further diagnostics checks that I can undertake before the engineer's visit, e.g., during problematic phases ? (disregarding the 'non-connecting speedtesters')

[#5]

@Davexxx,

It's all confirmed. I can't think of anything else you can check (that hasn't already been mentioned). You can always try the old FM/AM radio trick that's described on Kitz (it's a tad out of date; Maplin - okay. Also REIN can cause performance issues)

"~ Is there anything I can do to try track down & identify the source of REIN?

If you suspect there is something interfering with your broadband, get an AM/MW radio and tune it to 612KHz.

If you hold the radio next to an LCD screen for your PC as an example you would hear a distinct noise. This should fade away if you move the radio a quarter to half a meter away. Hold it by your modem/router and you'll hear the DSL signal.

If you get a distinct noise enveloping a larger area, then this may be picked up by your router causing an SNR problem (or even drop of sync). By using the radio you may be able to get an idea of where the noise is coming from. Switch the suspect appliance off & retest your DSL broadband connection. By distinct noise you're looking for a clear buzz, whistle, clicking etc. White noise or a general shhhhh noise is less likely to be the cause of the problem, same as any radio broadcast. (In the south of the UK you may hear a French radio station from around 612KHz.)

Be aware that any noise heard on the radio is not always affecting your DSL connection, and you may still have REIN issues in the area which will not be picked up @ 612Khz as REIN is often notoriously difficult to pin-point. This method can be a bit hazy so don’t rely on it completely by any means.

Xmas lights are a classic cause, as are noisy electrical appliance with a long length of wire which acts as an antennae. Sometimes you can cure it with a ferrite sleeve (that small cylindrical thing you normally see along your monitor cable which doesn't’ seem to do anything) which you can get from electrical suppliers such as Maplin."

[#6]

JOLO: thanks, that's useful.

Tried the AM radio test: there's nothing swamping the PC room with interference - some from a BT Synergy 3505 cordless phone, but maybe not excessive.

[#7]

Hi @Davexxx, thanks for the update.

In that case the only thing we can really advise now is to wait for the engineer to attend and hopefully identify the issue.

Please let us know how you get on.

[#8]

As an update on my situation;

Having done extensive network/modem/switch/device testing here I have come to the conclusion that after the initial (probably one off) slow connection on day 1, the continued issues I've seen have been due to a Windows 10 background process hogging my network & internet connection.

The slow initial speed was solved when your team passed the query to BTOR & their tests kicked the connection speed 'back to normal'.

The culprit is an .exe Apple recently updated for Win10 (specifically iCloudDrive.exe). Although having done some further internet research it seems to have been an issue over several years.

Having now disabled this on both Win10 Pc's on my network (most are Mac's) I no longer see this slowed connection when speed testing (as I was using one of these Pc's directly Cat5 connected to my modem/router for these tests.

The upshot being I believe this case may be closed & I would like to thank you and wish you a Happy Christmas

Best Regards

BikerPa

[#9]

Glad to hear you got to the bottom of that @BikerPa.

Merry Christmas

[#10]

BT Openreach Engineer visited today (have also reported similar to Ticket #185748927):

1) Multiple checks indicate normal Internet delivery (Unlimited Fibre Extra Broadband speeds) to BT HH3 Router/BT Openreach Fibre Modem

2) He was surprised that Plusnet have not supplied me with a Plusnet router

3) Plusnet were notified of my use of BT HH3 when my Plusnet A/C was opened ca September 2015

4) The BT HH3 was supplied as a replacement by BT for faulty HH3 September 2011

[#11]

Thanks for the information @Davexxx.

We're just waiting for the engineers notes to come through and we'll take it from there

[#12]

The network up to the phone socket seems to be functioning normally, so a problematic BT HH3 is suspected.

Tech support say: "You are not within your re-contract window and therefore a router from us cannot be provided for free. You would either need to wait until the end of March 2019 to discuss recontract and as part of that conversation we can arrange a new router for you or you can purchase one from us outright. The cost for a router (non contract) is £99 not including delivery fee of £6.99."

So I am currently trying a 'spare' BT HH5 instead, which seems to be OK, but I am having Wifi connectivity problems to a nearby laptop (it detects HH5 Wifi, but cannot connect).

Can anyone suggest HH5 setup guidance for use with PN Fibre Broadband so that I can check the installation ? TIA

Update: disregard HH5 setup request.  Fingers crossed, the HH5 local network/system (PC/laptops) is now working - perhaps Win 7 was slow to recognise the new configuration.

[#13]

Slow/loss of Internet ca 1:00 pm Sun 30 Dec 2018 (last OK ca 12:57 pm) - Following BT Openreach site visit 24 Dec plus BT HH3 replaced by BT HH5 27 Dec, the problem has returned (e-mail OK):

- all 3 PN speedtesters 'waiting to connect':
  * www.speedtest.btwholesale.com - doesn't connect
  * http://www.mybroadbandspeed.co.uk - doesn't connect
  * http://www.thinkbroadband.com/speedtest.html - doesn't connect
  * but https://broadbandtest.which.co.uk/ - OK 74.8 Mbs DL/17.4 Mbs UL

Only my main PC is connected to the home network (via Ethernet; Win7) using BT HH5 Router/BT Openreach Fibre Modem.

Can anyone spot anything in the HH5 event log (around either side of the fault), below, that warrants investigation ?   TIA.

BT HH5 Event Log:

13:15:32, 30 Dec.
(229439.760000) Admin login successful by 192.168.1.70 on HTTP
13:14:49, 30 Dec.
(229396.990000) New GUI session from IP 192.168.1.70
13:08:09, 30 Dec.
IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags SYN inside connection: TCP [109.144.2.146]:80->[91.125.220.91]:53946 on ppp1)
13:08:03, 30 Dec.
IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags SYN inside connection: TCP [109.144.2.146]:80->[91.125.220.91]:53945 on ppp1)
13:07:58, 30 Dec.
IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags SYN inside connection: TCP [109.144.2.146]:80->[91.125.220.91]:53939 on ppp1)
13:07:53, 30 Dec.
IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags SYN inside connection: TCP [109.144.2.146]:80->[91.125.220.91]:53933 on ppp1)

[cut]

13:01:53, 30 Dec.
IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags SYN inside connection: TCP [109.144.2.146]:80->[91.125.220.91]:53785 on ppp1)
13:01:48, 30 Dec.
IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags SYN inside connection: TCP [109.144.2.146]:80->[91.125.220.91]:53782 on ppp1)
13:01:44, 30 Dec.
IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags SYN inside connection: TCP [109.144.2.146]:80->[91.125.220.91]:53757 on ppp1)
12:51:29, 30 Dec.
IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [109.144.2.176]:80->[91.125.220.91]:53651 on ppp1)
12:43:52, 30 Dec.
IN: BLOCK [16] Remote administration (TCP [186.136.240.52]:2335->[91.125.220.91]:80 on ppp1)
12:39:21, 30 Dec.
IN: BLOCK [16] Remote administration (TCP [37.49.231.57]:47397->[91.125.220.91]:443 on ppp1)
12:20:19, 30 Dec.
IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [213.123.252.144]:80->[91.125.220.91]:53190 on ppp1)
12:15:22, 30 Dec.
IN: BLOCK [16] Remote administration (TCP [37.49.228.121]:47985->[91.125.220.91]:80 on ppp1)
12:09:10, 30 Dec.
IN: BLOCK [16] Remote administration (TCP [129.150.169.32]:24680->[91.125.220.91]:80 on ppp1)

[cut]

BT Home Hub 5 (Type A) | Software version 4.7.5.1.83.8.236.1.2 | Last updated 27/12/18

[#14]

Also suffered slow/problematic connection yesterday (Tue 1 Jan 2019 12:17 pm) - and have submitted details after trying Plusnet Broadband troubleshooter.   Plusnet have replied:

"... I have tested your line today and it appears the issue you reported is no longer occurring. The connection is stable, with no drops for the last 2 days . The connection is also running at a good speed for your line, with a current connection speed of around 79.9mbps."

One of the problems is not merely a bit of inconvenience due to slow responses, but the complete loss of access to image-editing software which I'm using most days - namely, Adobe Photoshop Elements 2018, which needs a reliable Internet connection to function/load (disabling the Adobe PSE login deactivates the software).

[#15]

Hi @Davexxx, thanks for the update.

On further testing I'm detecting what's known as a 'loop fault', which is often an issue with your home setup. There are a number of things that can cause this (double filtering, etc) and it may well actually turn out to be external to your premises.

Are you able to please plug ONLY the router into your test socket and let us know when you've done so? This will enable us to run further testing and hopefully help us to locate the cause of the issue.