Slow speeds and intermitent connection losses

[#1]

I've been with plus net a few weeks now after moving from sky, I was expecting similar speeds considering they are on the same lines and what was promised. I am however having alot of speed drops to the point the TV and phone disconnect from the WiFi completely.
This is very irritating when watching Netflix or Disney ect as kids don't understand due to having no issues whilst with sky

[#2]

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

[#3]

Hi @jamiek2709, thanks for getting in touch and welcome to our Community Forums.

I'm sorry to hear you've been having speed issues as of recent. When checking your connection from this side I can see currently we look to be getting 38.2Mbps download and 8.8Mbps upload to your router with no signs of errors or underlying issues.
Can I ask then, the performance issues you've been seeing, have they occurred solely on wireless devices or on wired connections also?

I look forwards to hearing from you further.

[#4]

Hi yeah, we only have WiFi connected devices in the house, we used to have the TV phones and tablets at least 3 at a time no issues streaming while with sky. But now any more then one device and the whole lot just crash like the Internet has slowed to a snail pace.

[#5]

Thanks for getting back to us @jamiek2709

I'm really sorry to see you're having issues with your connection. 

I'd recommend changing the wireless channels within your router's setting as the first step. I've included some steps below if you're unsure how to. There's some information here Here  about why you might need to.

1. Go to the router's homepage at http://192.168.1.254
2. Click on the Advanced Settings tab
3. Type in the admin password found from the back of the router and click the OK button
4. Click on the Continue to Advanced Settings button then the Wireless tab
5. From here you'll be able to change the wireless channel.

It's generally a case of trial and error, changing one channel and retesting to see how it goes, but if you download a wireless analyser app, you should be able to find out which channels are least being used to make things a bit easier.

I'd also recommend carrying out the below steps to make the 5GHz wireless network visible. By default this is merged into a single network name that your devices see, so your router will automatically connect your devices onto whichever frequency that it believes to be best, whether that'd be the dual band 5GHz or the regular 2.4GHz wireless but sometimes it's better to manually choose which one to use.

By carrying out these steps, you should be able to manually connect your devices on to the 5GHz wireless network which is generally faster and doesn't succumb to interference in the same way as the 2.4GHz network.

1. Go to the router's homepage at http://192.168.1.254
2. Click on the Advanced Settings tab
3. Type in the admin password found from the back of the router and click the OK button
4. Click on the Continue to Advanced Settings button then the Wireless tab
5. Click on the 5GHz Wireless tab
6. Select No next to Sync with 2.4GHz
7. Change the name of the Wireless SSID to something different
8. Click the Apply button and wait for the change to be applied

Once you've done this in the list of available wireless networks in your device settings you should now see a new wireless network ending in 5GHz (or it may be named something different if you've customised the name of it while in your router's settings). Try connecting the devices you have closest to your router onto this. 

Let us know how you get on.

[#6]

Help team.

Might work for some issues but as our main problem is the router dropping out, we weren't sure this would help.We tried changing channels over several weeks, no difference. In fact we are now getting IP address unavailable for phones on occasion. And separating the bands had no effect either. We also followed support's suggestion and changed the faceplate, which again had no effect. Awaiting an engineer line check, but we suspect the router. Problems only started after we installed the Plusnet HubOne - Sky Hub was fine - and others have solved similar issues by installing an old BT HomeHub 6. Speaks volumes.