Hub Two Performance & Ability To Stay Connected Degrading Massively

[#1]

A little background to my problem:

I've been a Plusnet Broadband user for just over a year now, with an 'Unlimited Fibre' deal, and have had the same router as originally received. Kept on an open surface, away from the wall/curtains/sources of heat/etc., in an 18'C room. At first we gained quite good download and upload performance:

• I was regularly getting a measured download of just over 30Mb which was acceptable for the estimated 35-40Mb (and minimum guaranteed 29.2Mb) download rate. 
• I was getting a measured upload of just over 4Mb which kinda okay for the estimated 6-10Mb upload rate. 

The problem I have:

But in the recent months (Jan' and Feb 2024), the measured download and upload rates have been very low, and the router has been disconnecting from the broadband very regularly when under the very slightest download stess.

• I can't play online games anymore (not even particularly new or bandwidth-heavy games), or even view websites which are image heavy, without the router failing to remain connected and constantly fail to reconnect.
• I've removed/disconnected/unplugged all devices and wi-fi from the router, only leaving my one PC hard-wired to the router, gone through all the checks listed on this forum suggested to other users with failing connections, but still it fails to stay connected.
• Even when trying to perform the BT speed check three times as requested with only the PC connected, the router found this too arduous and lost connection on the third speed check attempt...!

Current measured download is 3.0Mb and upload is 0.75Mb, which is well below the guaranteed. BT Speed Check images and a log file created very recently attached.

Has my router gone faulty?

Cheers,
Rob

[#2 · Accepted solution]

Has my router gone faulty?

Very unlikely, its almost ceratin that you have a fault on the  line.

Report a fault either using the text bot here https://www.plus.net/help/report-a-problem/ (although that doesnt work for some Fibre lines without phone ) or at https://faults.plus.net ( you will need to login with your account name & password )

[#3]

@RacecourseRoad 

If you do search through the attached event log you will find 95 "DSL Link down" messages. As already suggested log a fault.

[#4]

@Dan_the_Van I only looked at the first three, that was enough for me!

[#5]

Many thanks for your replies - it's good to know that it's probably a line fault then. I'll get that fault report sent!

[#6]

@RacecourseRoad just checked the line and we are going to need to get an engineer out. When would you be free for one? They are usually free between 8am-1pm or 1pm-6pm.

[#7]

Thank you for the reply @willcutforth, anytime after 4:30pm on a weekday would be fine with us.

[#8]

@RacecourseRoad  that was not one of the options offered. Want to try ain?

[#9]

 @RacecourseRoad  I think what willcutforth was meaning was either a morning appointment (sometime between 8am to 1pm) or afternoon (sometime between 1pm and 6pm)

[#10]

@Mustrum;
I was asked when I was free, which I duly answered.
A statement was made of the two shifts when engineers were free.
As both correlated, with a viable overlapping period, I saw no further input from me required.

No "options", as you put it, were offered. Please reduce your condescending tone, if "ain" was meant to be the word 'again'.

[#11]

Thanks for the clarification @Ian06 .

The 1pm to 6pm would probably be the most viable for me and/or my wife, @willcutforth.
Thanks both for your help so far.

[#12]

@RacecourseRoad OpenReach engineer availability is inside those two time periods, but you cannot specify a fixed period - it is whenever they get to you, depending on how long previous jobs take.

[#13]

I've raised it over to Openreach but it hasn't asked for an appointment this time. One of our guys will keep an eye on it for you.

[#14]

Just a quick update, to say that an engineer arrived Monday morning (third party/contractor on behalf of OpenReach) and resolved the issue with the line swiftly! Thanks @willcutforth for helping to push my reported issue to getting looked at and resolved so promptly. I think my line speeds are now better than they've ever been - 37mbps d/l and 9.4mbps u/l as seen on the attached speed check screen-grab.