slow or unresponsive internet

[#1]

Thanks a lot for getting back to us @chilled83

Yeah I've just had a look at the engineer notes from the last visit which state that a working line has been proven to the property. I can also see that a second engineer visit has been arranged for Friday, so I'll hang fire on any suggestions until then to see if the engineer is able to spot anything this time around.

Your helpdesk page suggests that speeds are fine and within expectations, so It's quite odd that webpages are taking so long to load.

[#2]

yeah its a really weird issue specially since we havent had issues for 6 years up until now its started on the 3rd dec a member of the tech team arranged a new router because we had a bt homehub  6 after our original hub one died the new router worked for alittle bit but then nothing most pages are now just timeing out ive even done a bt wholesale speed test and its at full sync just dont understand it

ive added the test results from it below

[#3]

so bt engineer has been again no faults even tried us on another socket at the exchange to no avail becomeing a joke now lol

[#4]

the issue is clearly getting worse as time goes on also just incase you need to know my sync speed is still the same

1. Product name: Plusnet Hub 2. Serial number: +081441+NQ13233720 3. Firmware version: Software version 4.7.5.1.83.8.263 Last updated Unknown 4. Board version: Plusnet Hub One 5. DSL uptime: 0 days, 00:56:39 6. Data rate: 20000 / 77461 7. Maximum data rate: 25518 / 77490 8. Noise margin: 9.2 / 6.0 9. Line attenuation: 15.2 / 14.9 10. Signal attenuation: 15.1 / 14.9 11. Data sent/received: 41.7 MB / 1.8 GB 12. Broadband username:   13. 2.4 GHz Wireless network/SSID: PLUSNET-5R2H 14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s)) 15. 2.4 GHz Wireless security: WPA2 16. 2.4 GHz Wireless channel: Automatic (Smart Wireless) 17. 5 GHz Wireless network/SSID: PLUSNET-5R2H 18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 19. 5 GHz Wireless security: WPA2 20. 5 GHz Wireless channel: Automatic (Smart Wireless) 21. Firewall: Default 22. MAC Address: 10:d7:b0:48:75:7a 23. Modulation: G.993.2 Annex B 24. Software variant: AA 25. Boot loader: 1.0.0
Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated Unknown

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).

[#5]

ok so ive been mind blown a few moments ago i managed to load a website  http://ipv4.download.thinkbroadband.com where it gives you file sizes to test download and it was downloading at full speed 8.7mbps how ever websites on every single device still fail to load so searched alittle more on my mobiles hotspot cos websites load on my data plan and not landline 😠 i keep stumbleing across dns flush and things like your isp might have rerouted your dns causing issues so confused as to what is happening 😕

[#6]

Hello @chilled83

Can you please provide me with the last two digits from the serial number on your router? I've had a look on my end and can see that WIFI is turned off.

There are no faults on our, as your recent screenshot of your Helpdesk page proves, 77Mbps is reaching the router, so you're losing a lot of throughput speed for some reason, which is what we need to figure out. Can you also tell me how exactly you're performing your speed tests, and what other devices are connected at the same time you're doing them?

[#7]

hi yeah ofcourse last 2 digits are 2 0 and wifi is allways on the router its self is in factory state the speed tests i perform are from btwholesale performance check with advanced diagnostic the only other devices connected are my sons xbox one via wifi which is connected at the time of the tests but is pretty much just doing nothing because he playing minecraft in single player mode

[#8]

im allso really confused now as in the event log everything is showing as the 8th of november

Recorded events

Time and date	Message
00:00:52, 08 Nov.	ath10: STA f0:6e:0b:1e:51:a6 IEEE 802.11: Client associated
00:00:50, 08 Nov.	ath10: STA 4e:bb:ba:d3:55:8d IEEE 802.11: Client associated
00:00:33, 08 Nov.	( 34.020000) WiFi auto selected channel 40
00:00:33, 08 Nov.	( 34.020000) 36-​90::40-​91::44-​90::48-​90::52-​90::56-​89::60-​89::64-​89::100-​91::104-​92::108-​93::112-​93::116-​93::120-​95::124-​97::128-​95
00:00:33, 08 Nov.	( 34.020000) 5 GHz Wireless: Rescan, Reason: 'Restart'
00:00:33, 08 Nov.	( 34.010000) WiFi auto selected channel 6
00:00:33, 08 Nov.	( 34.010000) 1-​95::2-​95::3-​95::4-​94::5-​95::6-​97::7-​97::8-​98::9-​97::10-​97::11-​97::12-​97::13-​97
00:00:33, 08 Nov.	( 34.010000) 2.4 GHz Wireless: Rescan, Reason: 'Restart'
00:00:29, 08 Nov.	( 29.460000) System up, firmware version: 4.7.5.1.83.8.263
00:00:25, 08 Nov.	( 25.800000) WPA2 mode selected
00:00:25, 08 Nov.	( 25.800000) WPS enabled
00:00:22, 08 Nov.	( 23.150000) WPA2 mode selected
00:00:22, 08 Nov.	( 23.150000) WPS enabled
00:00:13, 08 Nov.	( 14.130000) System start from GUI
00:05:56, 08 Nov.	IN: BLOCK [16] Remote administration (TCP [184.105.139.67]:45977-​>[80.229.245.240]:8443 on ppp3)
00:04:52, 08 Nov.	IN: BLOCK [15] Default policy (TCP [35.186.227.140]:443-​>[80.229.245.240]:56340 on ppp3)
00:04:48, 08 Nov.	IN: BLOCK [15] Default policy (TCP [34.240.178.212]:443-​>[80.229.245.240]:32772 on ppp3)
00:04:43, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:04:42, 08 Nov.	IN: BLOCK [15] Default policy (TCP [162.247.243.146]:443-​>[80.229.245.240]:56363 on ppp3)
00:04:42, 08 Nov.	BLOCKED 3 more packets (because of Default policy)
00:04:41, 08 Nov.	IN: BLOCK [15] Default policy (UDP [103.159.50.123]:10605-​>[80.229.245.240]:1434 on ppp3)
00:04:34, 08 Nov.	IN: BLOCK [15] Default policy (TCP [34.240.178.212]:443-​>[80.229.245.240]:32772 on ppp3)
00:04:29, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:04:19, 08 Nov.	IN: BLOCK [15] Default policy (UDP [8.8.8.8]:53-​>[80.229.245.240]:44717 on ppp3)
00:04:18, 08 Nov.	BLOCKED 2 more packets (because of Default policy)
00:04:17, 08 Nov.	IN: BLOCK [15] Default policy (UDP [212.159.6.9]:53-​>[80.229.245.240]:6444 on ppp3)
00:04:17, 08 Nov.	BLOCKED 5 more packets (because of Default policy)
00:04:17, 08 Nov.	IN: BLOCK [15] Default policy (UDP [212.159.6.10]:53-​>[80.229.245.240]:21422 on ppp3)
00:04:12, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:04:12, 08 Nov.	IN: BLOCK [15] Default policy (UDP [212.159.6.10]:53-​>[80.229.245.240]:35913 on ppp3)
00:03:46, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:03:45, 08 Nov.	IN: BLOCK [15] Default policy (TCP [52.39.56.49]:443-​>[80.229.245.240]:54196 on ppp3)
00:03:40, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:03:40, 08 Nov.	OUT: BLOCK [15] Default policy (First packet in connection is not a SYN packet: TCP [192.168.1.65]:65301-​>[54.93.207.176]:443 on ppp3)
00:03:31, 08 Nov.	IN: BLOCK [15] Default policy (TCP [1.1.1.1]:443-​>[80.229.245.240]:55880 on ppp3)
00:03:26, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:03:25, 08 Nov.	BLOCKED 2 more packets (because of Default policy)
00:03:24, 08 Nov.	IN: BLOCK [15] Default policy (TCP [23.73.137.242]:80-​>[80.229.245.240]:55194 on ppp3)
00:03:24, 08 Nov.	BLOCKED 2 more packets (because of Default policy)
00:03:23, 08 Nov.	OUT: BLOCK [15] Default policy (First packet in connection is not a SYN packet: TCP [192.168.1.65]:50494-​>[54.93.207.176]:443 on ppp3)
00:03:23, 08 Nov.	IN: BLOCK [15] Default policy (TCP [157.240.221.34]:443-​>[80.229.245.240]:54408 on ppp3)
00:03:19, 08 Nov.	( 199.710000) CWMP: session closed due to error: Timeout
00:03:18, 08 Nov.	OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.65]:54947-​>[92.122.92.33]:443 on ppp3)
00:03:18, 08 Nov.	IN: BLOCK [15] Default policy (TCP [157.240.221.34]:443-​>[80.229.245.240]:54408 on ppp3)
00:03:09, 08 Nov.	IN: BLOCK [15] Default policy (TCP [13.224.128.6]:443-​>[80.229.245.240]:56374 on ppp3)
00:03:09, 08 Nov.	BLOCKED 4 more packets (because of Default policy)
00:03:08, 08 Nov.	IN: BLOCK [15] Default policy (TCP [13.224.128.6]:443-​>[80.229.245.240]:56374 on ppp3)
00:02:57, 08 Nov.	IN: BLOCK [15] Default policy (TCP [74.125.133.108]:993-​>[80.229.245.240]:44810 on ppp3)
00:02:54, 08 Nov.	IN: BLOCK [15] Default policy (TCP [52.39.56.49]:443-​>[80.229.245.240]:54196 on ppp3)
00:02:51, 08 Nov.	IN: BLOCK [15] Default policy (TCP [157.240.221.34]:443-​>[80.229.245.240]:54408 on ppp3)
00:02:50, 08 Nov.	OUT: BLOCK [15] Default policy (First packet in connection is not a SYN packet: TCP [192.168.1.64]:51241-​>[23.212.232.191]:443 on ppp3)
00:02:49, 08 Nov.	( 169.620000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
00:02:49, 08 Nov.	( 169.620000) CWMP: Session start now. Event code(s): '1 BOOT'
00:02:40, 08 Nov.	IN: BLOCK [15] Default policy (TCP [74.125.133.108]:993-​>[80.229.245.240]:44810 on ppp3)
00:02:36, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:02:35, 08 Nov.	IN: BLOCK [15] Default policy (TCP [17.57.146.152]:5223-​>[80.229.245.240]:64790 on ppp3)
00:02:35, 08 Nov.	BLOCKED 3 more packets (because of Default policy)
00:02:34, 08 Nov.	IN: BLOCK [15] Default policy (TCP [17.57.146.152]:5223-​>[80.229.245.240]:64790 on ppp3)
00:02:33, 08 Nov.	( 153.850000) NTP synchronization failure!
00:02:32, 08 Nov.	IN: BLOCK [15] Default policy (TCP [74.125.133.108]:993-​>[80.229.245.240]:44810 on ppp3)
00:02:29, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:02:28, 08 Nov.	IN: BLOCK [15] Default policy (TCP [52.39.56.49]:443-​>[80.229.245.240]:54196 on ppp3)
00:02:28, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:02:27, 08 Nov.	BLOCKED 2 more packets (because of Default policy)
00:02:25, 08 Nov.	BLOCKED 3 more packets (because of Default policy)
00:02:24, 08 Nov.	IN: BLOCK [15] Default policy (TCP [172.217.169.42]:443-​>[80.229.245.240]:33606 on ppp3)
00:02:21, 08 Nov.	IN: BLOCK [15] Default policy (TCP [157.240.221.34]:443-​>[80.229.245.240]:54408 on ppp3)
00:02:21, 08 Nov.	BLOCKED 3 more packets (because of Default policy)
00:02:20, 08 Nov.	IN: BLOCK [15] Default policy (TCP [157.240.221.34]:443-​>[80.229.245.240]:54408 on ppp3)
00:02:20, 08 Nov.	BLOCKED 5 more packets (because of Default policy)
00:02:19, 08 Nov.	IN: BLOCK [15] Default policy (TCP [157.240.221.34]:443-​>[80.229.245.240]:54408 on ppp3)
00:02:19, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:02:19, 08 Nov.	IN: BLOCK [15] Default policy (TCP [135.92.6.73]:443-​>[80.229.245.240]:40607 on ppp3)
00:02:18, 08 Nov.	( 139.350000) CWMP: session closed due to error: WGET TLS error
00:02:18, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:02:18, 08 Nov.	IN: BLOCK [15] Default policy (TCP [52.97.165.146]:443-​>[80.229.245.240]:58634 on ppp3)
00:02:18, 08 Nov.	IN: BLOCK [15] Default policy (TCP [52.39.56.49]:443-​>[80.229.245.240]:54196 on ppp3)
00:02:15, 08 Nov.	( 135.460000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
00:02:15, 08 Nov.	( 135.450000) CWMP: Session start now. Event code(s): '1 BOOT'
00:02:15, 08 Nov.	BLOCKED 1 more packets (because of Default policy)
00:02:15, 08 Nov.	IN: BLOCK [15] Default policy (TCP [52.39.56.49]:443-​>[80.229.245.240]:54196 on ppp3)
00:02:15, 08 Nov.	ath10: STA 4e:bb:ba:d3:55:8d IEEE 802.11: Client associated
00:02:14, 08 Nov.	( 134.890000) NTP synchronization start
00:02:13, 08 Nov.	( 133.890000) WAN operating mode is VDSL
00:02:13, 08 Nov.	( 133.890000) Last WAN operating mode was VDSL
00:02:12, 08 Nov.	( 132.660000) PPP IPCP Receive Configuration ACK
00:02:12, 08 Nov.	( 132.510000) PPP IPCP Send Configuration Request
00:02:12, 08 Nov.	( 132.500000) PPP IPCP Receive Configuration NAK
00:02:12, 08 Nov.	( 132.500000) PPP IPCP Send Configuration ACK
00:02:12, 08 Nov.	( 132.490000) PPP IPCP Receive Configuration Request
00:02:12, 08 Nov.	( 132.480000) PPP IPCP Send Configuration Request
00:02:11, 08 Nov.	( 131.420000) PPPoE is up -​ Down Rate=77117Kbps, Up Rate=20000Kbps; SNR Margin Down=6.1dB, Up=9.2dB
00:02:11, 08 Nov.	( 131.400000) CHAP authentication successful
00:02:10, 08 Nov.	( 131.310000) CHAP Receive Challenge
00:02:10, 08 Nov.	( 131.310000) Starting CHAP authentication with peer
00:02:10, 08 Nov.	( 131.310000) PPP LCP Receive Configuration ACK
00:02:10, 08 Nov.	( 131.300000) PPP LCP Send Configuration ACK
00:02:10, 08 Nov.	( 131.300000) PPP LCP Send Configuration Request
00:02:10, 08 Nov.	( 131.290000) PPP LCP Receive Configuration Request
00:02:10, 08 Nov.	( 131.230000) CHAP Receive Challenge

[#9]

ive just done a tracert after going through many posts just incase 

[#10]

Thanks for getting back to me, something seems odd here, on my end, the router which is online, is the one which ends in 42, the original router which was sent out to you. Without sounding patronising at all, can you please double check that this is the router which you currently have plugged in? If it is, I'll make a couple of changes on my end.

[#11]

Hi yeah i baught a router another plusnet one hub and before i put my username in and password the ineternet was working like it should be doing websites loading instantly but how ever the moment i put our username and password in it became how it was no internet or loading pages in html so i phoned the tech team and explained this and this is my answer
***INTERNAL***

The account has static ip active on radius but it has been destroyed via components.

Can this be removed as I do not have permission to do this

should be on dynamic ip not static

[#12]

also i dont know how that could be my internet up for 3 days also the serial doesnt match the router im on the router has been factory reset allmost everyday @supports request

[#13]

Hi @chilled83,

Thanks for getting back to us and apologies for the delayed response. I've had a look over your account this afternoon and I can see that you'd spoken to a member of our Faults Team this morning. Based on the notes, it seems like things have improved - is that the case on your end of things?