Using a BT Hub 4

[#1]

I could not do the screenshot and without leaving my information in there so I have copies and pasted it:
1. Product name: Plusnet Hub
2. Serial number:
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, 12:35:50
6. Data rate: 828 / 20113
7. Maximum data rate: 23468 / 20412
8. Noise margin: 11.0 / 6.6
9. Line attenuation: 9.3 / 20.5
10. Signal attenuation: 9.3 / 18.6
11. Data sent/received: 3.2 GB / 3.6 GB
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:
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:b0:41:ed:1c
23. VPI/VCI: 0 / 38
24. Modulation: G.992.5 Annex A
25. Latency type: Interleaved
26. Software variant: AA
27. Boot loader: 1.0.0

[#2]

@SS41 Looking at that data, there are a couple of things which stand out - to me. Given your line attenuation, I would expect your U/S and D/S figures to be closer to the maximum possible - 40 down, 10 up, assuming you are on the 40/10 product, which means you need a PN staffer to have a look from their end.

Forgot to answer this last night - I know nothing about Zoom or other conferencing apps, but I'm wondering if that problem, and the slow speeds are possibly related to a voice problem - dial 17070 from a (preferably corded) phone and select option 2 - after the confirmation of your phone number, you should hear nothing other than the regular 'Quiet Line Test' message. If there is any other noise, report a PHONE issue first.

[#3]

@SS41  Your modem stats show very good speeds for an ADSL2+ connection, particularly the download. The upload could perhaps be higher but is probably capped at that rate because the line is interleaved, ignore that for the moment. You seem to be blaming your router for your problems but what is the status of the open phone fault mentioned by @LaurenB in message #9 of this thread? That needs to be fixed before worrying about the router firmware upgrade, which is mainly to correct a fault with the 5Ghz wireless connection.

[#4]

@jab1 As I said in my post it's an ADSL2+ connection.😊  The  slow upload could well be causing problems with Zoom calls.

[#5]

@RealAleMadrid Sorry - haven't had my second coffee yet and hadn't re-read the topic before posting.

@SS41 RealAleMadrid is clever (or more awake than me) - the phone issue needs sorting first.

[#6]

Thanks for all your help, I really appreciate it.

The openreach engineer came (3rd time in 10 months) and said there was nothing wrong with my line.

On each occasion the openreach engineer has blamed the quality of the router.

I did the quiet line test and that was fine too.

[#7 · Accepted solution]

Message #9 says you have an open fault ticket on your account re: a phone problem - what is the latest entry on there?

[#8]

This is the latest update on the fault. It was added today, and the openreach engineer who was supposed to come on Wednesday, actually came on Monnday.
Hello,

We have had confirmation from our suppliers that your phone fault should now be fixed. We have checked the line and everything appears to be in order but we are not able to account for every eventuality.

If your service is still not working please get back in touch and we will be happy to investigate further for you.

*INTERNAL*
Main Fault Location: CE (Fault located between DP and customer apparatus (no appointment required))
Fault Code: NSY (Noisy)
Clear Code: 16.2
Clear Message: Non BT Maintained Equipment


If there is anything else that we can help with then please do not hesitate to get back in touch. You can reply to this ticket through the Member Centre Contact us facility or you can call us on 0800 432 0200

Kind regards,

Plusnet Support
AutoRef=RB-PF

[#9]

Thanks for that - the usual clear and understandable (not!) information from BT. Can you do a BTW Performance Tester , and complete the 'Additional Diagnostics' - if they run - and post the results (as a screen shot).

Have you tried any Zoom calls with the new router?

[#10]

Thanks again for your help.

For some reason I cannot attach it.

It says:

Ping
62
Ms

Download
14.02
Mbps

Upload
0.69
Mbps

The zoom problems persist with new hub one.

Thanks

[#11]

@SS41  If you look at the data requirements for Zoom (https://www.reviews.org/internet-service/how-much-data-does-zoom-use/) you can see why you are struggling with an ADSL line. It will struggle just with Zoom. You can forget trying to do anything else like receive emails at the same time without there being all sorts of problems. Note that it is the inherently low ADSL upload speed that is causing the problem.

Have you considered upgrading to fibre? Put your phone number in here to see what's available https://www.broadbandchecker.btwholesale.com/#/ADSL

[#12]

Thanks for you help Baldrick1.

I live in an apartment building and we don't have an option of fibre.

Thanks.

[#13]

@SS41 

I can understand that you can’t get full fibre, that is FTTP, but I’m surprised that being in an apartment building would stop you getting VDSL as supplied by Plusnet. This is delivered over the same telephone wires as ADSL. There is nothing different at the apartment end. The only potential issue is that the building internal cabling needs to be capable of handling the wider VDSL frequency range.

[#14]

@SS41  As @Baldrick1  says you are really on the limit of upload speed for Zoom to function. As you already have a telephone line to your apartment FTTC (fibre to the cabinet) could well be available and will probably be a similar price  to your ADSL service and could give much higher speeds. Have you tried the checker link provided in message #26? 

[#15]

Hi

It said exchange Midland is served by cabinet 47.

Then it seems to suggest VDSL is planned.

I may have read it wrong though.

Thanks