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Shocking speeds since switching to Plusnet

neanderthal76
Newbie
Posts: 4
Registered: ‎20-09-2021

Shocking speeds since switching to Plusnet

I switched to Plusnet from Talktalk about 2 months ago.

I've never had speeds like I was getting with Talktalk which was the same kind of fibre package. I of course went through the initial 2 weeks where it automatically finds its reliable speed yet even now despite speedtest.net sometimes saying I'm getting 40mbps (I run it one time, it's 42mpbs, run it again and it's 26mbps - wired network) it regularly struggles to stream youtube at anything better than 720p.

Talktalk never suffered like this. I only switched because I was out of contract and their price doubled.

Wifi coverage is abysmal too, my house is 20 years old, the router is located centrally in the house and without wanting to sound like a worn out record player, I NEVER suffered to get a decent wifi signal when I was using Talktalk. Perhaps the router they provide is far superior to the Plusnet router which definitely smacks of a 'that'll do' decision when they were designing it.

Right now, I'm sat in the room above the room with the router in, my iPhone (on wifi) is getting 0.58mbps download and 0.82mbps upload. The computer which is wired (homeplugs) is getting 30Mpbs as I type.

 

This 'service' is shocking. The only saving grace is that it's just a 12 month contract cause if it stays as bad as this I won't be staying.

8 REPLIES 8
Gel
Aspiring Champion
Posts: 2,363
Thanks: 296
Fixes: 29
Registered: ‎02-08-2007

Re: Shocking speeds since switching to Plusnet

Router is known as a weak performer- can you reconfigure your old TT one to PN's settings?? Or buy an OpenReach one off E Bay.
jab1
Legend
Posts: 18,895
Thanks: 6,191
Fixes: 283
Registered: ‎24-02-2012

Re: Shocking speeds since switching to Plusnet

@Gel TT router is locked to TT.

@neanderthal76 Some actual reports would be useful. Can you run BTW Performance Tester including the 'Advance Diagnostics' and upload a screenshot? It may also help to upload you Help Desk tab from the router.

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

Re: Shocking speeds since switching to Plusnet

Hey @neanderthal76,

I'm sorry to hear that you're experiencing issues with your connection. I've tested your line this evening and whilst we can definitely see something's wrong, we're unable to pinpoint the cause of the issue. Have you had a chance to carry out any troubleshooting steps so far? I'd definitely recommend setting the router up in the test socket in the property to see if this inspires any improvement to the service. For reference, we have a guide on how to do this here.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
neanderthal76
Newbie
Posts: 4
Registered: ‎20-09-2021

Re: Shocking speeds since switching to Plusnet

Hi John

I've ran the test tonight 

ping 14ms

download 32.44Mbps

upload 7.24Mbps

 

So better than what I was struggling with today. I've clicked on the additional diagnostics but not sure what my broadband service ID would be?

neanderthal76
Newbie
Posts: 4
Registered: ‎20-09-2021

Re: Shocking speeds since switching to Plusnet

Hi

Its comforting to hear you can see theres a problem. I haven't had time to move the router, been battling to issue work (working from home) all day.

Once I move the router, if it's not in a place that it can be placed permanently what benefit is it to move it there? does it allow better remote diagnostics?

jab1
Legend
Posts: 18,895
Thanks: 6,191
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Registered: ‎24-02-2012

Re: Shocking speeds since switching to Plusnet


@neanderthal76 wrote:

Hi John

I've ran the test tonight 

ping 14ms

download 32.44Mbps

upload 7.24Mbps

 

So better than what I was struggling with today. I've clicked on the additional diagnostics but not sure what my broadband service ID would be?


For the additional diagnostics, there is a phone number option(the third one) - click that then enter you full phone number.

John
BD
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,359
Fixes: 86
Registered: ‎24-04-2017

Re: Shocking speeds since switching to Plusnet

Hi @neanderthal76, thanks for getting back to us. I can see looking at the speeds observed your side and from checking this side the speeds currently reaching your router look to be corrected and within the lines estimates. The wireless speeds you look to be receiving recently however hint there's improvements that can be made to the wireless settings and in which case I'd recommend running through my guide below on how best to optimise your wireless settings to suit your property and surrounding area.

The thing that looks to have caught both my and my colleague Alex's eye though is that over the last few days we've seen a large number of drops occuring with your connection as seen on the graph below which certainly hints something is out of place somewhere.


Our testing however isn't identifying any underlying issues or causes of the drops we've seen so the next step is to make sure there's nothing internal behind the drops we've been seeing lately. The test socket check we've advised you do isn't so much to help us test from this side or a permanent solution but is to help rule out a few internal factors such as any extension wiring, faceplates or extension sockets which could be behind this fault.
Should the drops look to persist when in this set-up then we can be sure it's non of the above internal factors as the test socket check rules these out so we can progress the fault further.

How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Let us know how it goes and if the connection looks to continue dropping in this set-up.


As mentioned above, my guide on how best to optimise your wireless settings which should help on the wireless front can be seen here:

The guide below will show you how to log into the router and change the wireless channel as it's usually another router in the area on the same or similar channel that will be causing issues for both wireless frequencies. Before picking a channel I'd suggest downloading a free app on the android store called wifi analyzer (blue and white icon) which will scan your area for all the routers and show what channels they are on between 1-13. Although the above app isn't essential it helps you pick where your router would be best in terms of channels and saves a lot of time doing it via trial and error.
 

1) To connect to your Hub One, you will need to open a browser and go to 192.168.1.254 If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.
 

 2) You should come to a page with information about your connection, click 'Advanced Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'
 

 3) Select the option for 'Wireless' followed by '5 GHz Wireless'. What we want to do to begin with is turn 'Sync with 2.4 GHz Wireless' to 'Off' and update the SSID to be different. The easiest way would be to add '-5G' to the end so it is identified as its own connection. Once this is changed, we will need to keep an eye on it for a day or 2 to see if the issue continues. If it does, the next step would be to change the wireless channel. Keeping in mind the original 2.4Ghz unchanged name network connection would be the best to connect your devices  to for a stronger signal.  
(When deciding which device goes on what frequency keep in mind that the 5GHz is designed for close range stationary devices and standard 2.4GHz the one which gets the wireless around your property further.)
 

4) Following the above guide to get to your 'Advanced Settings' page, you will need to change the settings within the 2.4 GHz Wireless tab and the 5 GHz Wireless tab.
 

5) Under the correct heading, you will need to find 'Channel Selection' on the list and change this from 'Automatic' to any one of the other channels, This can also need doing under '5 GHz Wireless' to cover both signals. Give it 3-4 hours of testing to see if the issue still persists and try to change the channel again if you see little or no improvement.
 

Let us know how it goes.

neanderthal76
Newbie
Posts: 4
Registered: ‎20-09-2021

Re: Shocking speeds since switching to Plusnet

Thanks all

I'm not at home today, couldn't risk another disrupted work day so gone into the office. I'll run the suggestions when I get home and move the router to the test socket.

 

Regards

Matt