topic Re: My upload speed is below the minimum in Broadband

My upload speed is below the minimum

Madeleyite — Thu, 23 Jun 2022 18:06:09 GMT

Plusnet Hub One | Software version 4.7.5.1.83.8.289.1.3 | Last updated 02/12/21

1^st December 2021 - I switched to Plusnet’s 18 months ‘Unlimited Fibre’ deal and had general speed issues until this was fixed on: -

15^th January 2022 - When Openreach engineer install new internal wiring and a new BT Filter plate Master socket.

Since then the download speeds have remained stable at around 37 Mbps but the upload speed has been declining. It was around 9Mbps but several times now it has been below the minimum 8Mbps I was told I would get. See following: -

1^st April 2022 it was 7.93 Mbps

23^rd May 2022 it was 7.69 Mbps

6^th June 2022 it was 7.60 Mbps

23^rd June 2022 it was 7.43 Mbps

Is there anything that Plusnet can fix at their end please?

See photo for Helpdesk figures

Re: My upload speed is below the minimum

adamwalker — Mon, 27 Jun 2022 09:47:46 GMT

Hi there, I'm really sorry that upload speeds ae vey slow for you at the moment. I just been running some tests on your line which don't point towards any obvious causes for the issue so it would be best if you can try following the checks shown here as your next step: https://www.plus.net/help/broadband/connection-troubleshooting/

Please let me know how you get on.

Re: My upload speed is below the minimum

Madeleyite — Mon, 27 Jun 2022 11:27:24 GMT

Thanks for your reply. I am now able to reply to posts so here goes: -

a) I carried out a quiet line test and the line is silent.

b) The hub is plugged directly into a twin socket Openreach MK4 Master Socket 5C.

c) I am using an ethernet cable connection, not Wi-Fi.

Nothing has changed here since the socket was installed new on 15th January and I was wondering if there is a setting at Plusnet's end that is causing it?

Re: My upload speed is below the minimum

adamwalker — Mon, 27 Jun 2022 12:05:22 GMT

Thanks for giving that a try. There's nothing obvious on our side that could be causing the issue so it would be best for us to arrange an engineer visit as the next step.

Can you reply with two or three timeslots when you'll be free for a visit? They'll be available in 2 hour timeslots any day, starting from 8am and finishing at 6pm. For example 8am while 10am, 10am while 12pm, 12pm while 2pm and so forth until 6pm.

Re: My upload speed is below the minimum

Madeleyite — Mon, 27 Jun 2022 13:06:23 GMT

Thanks. Suitable slots are 10am to 12pm, 12pm to 2pm and 2pm to 4pm

Re: My upload speed is below the minimum

adamwalker — Mon, 27 Jun 2022 14:41:31 GMT

Cheers, I've booked that in for you for the 10-12 slot on Wednesday and I'll make sure we follow things up with you after the visit.

Re: My upload speed is below the minimum

Madeleyite — Mon, 27 Jun 2022 14:45:04 GMT

Unfortunately Wednesday is unsuitable. Any other day from 1st July please?

Re: My upload speed is below the minimum

Madeleyite — Wed, 29 Jun 2022 10:32:23 GMT

The Qube engineer visited this morning and confirmed the cabling and Master socket were new and he hard wired his laptop into my Plusnet Hub One. His speed test checks confirmed the slow upload speed issue. He got only 5.3 Mbps upload speed over several tests. He said it was unlikely to be an internal issue. The problem is getting worse. See photos: -

Re: My upload speed is below the minimum

adamwalker — Thu, 30 Jun 2022 14:38:41 GMT

Thanks for the update, sorry that's still an issue and at least we've been able to rule out some of the more obvious causes. It would be best if we get an Openreach engineer to come out next. Can you let me know if you're available in one of the following slots which we can book in Monday to Friday?

AM - 08:00 to 13:00

PM - 13:00 to 18:00

Re: My upload speed is below the minimum

Madeleyite — Fri, 01 Jul 2022 06:17:50 GMT

Thank you.

08:00 to 13:00 would be okay but not Thursday 7th July.

Re: My upload speed is below the minimum

MisterW — Fri, 01 Jul 2022 06:25:43 GMT

I note that you have a 5C master socket with a Mk4 faceplate. It's not unknown for the faceplate to be faulty. Did the Qube engineer unclip the faceplate and test the sync speed from the test socket using a filter to see if there was any improvement ?

Re: My upload speed is below the minimum

Madeleyite — Fri, 01 Jul 2022 07:11:18 GMT

No, the Qube engineer simply plugged his laptop into my Plusnet Hub One.

Re: My upload speed is below the minimum

SammyM — Mon, 04 Jul 2022 12:51:03 GMT

I'm really sorry this is still ongoing @Madeleyite and I can appreciate the hassle it is causing.

The next step would be for us to book an Openreach engineer to see if they can determine what is causing the drop in upload speed.

Can you add your availability here and let me know on this thread so that I can pick this up for you.

Re: My upload speed is below the minimum

Madeleyite — Mon, 04 Jul 2022 13:52:02 GMT

Thank you for your reply but I believe there is a cross-over (left-hand/right-hand) situation happening here.

An official "question" has been raised and is currently being processed by a 'Samantha Millar'. I expect to hear of an Openreach engineer visit soon. I could post the "Question" reference but is that safe to do so here on this open environment?

Re: My upload speed is below the minimum

Madeleyite — Mon, 04 Jul 2022 14:55:57 GMT

FYI - Today I tried a different Cat 5E ethernet cable between PC and hub but speed was no better.

Re: My upload speed is below the minimum

SammyM — Mon, 04 Jul 2022 15:07:43 GMT

Ah, sorry for the confusion I am that Samantha, it's just everyone calls me Sammy (otherwise I get childhood flash backs of being scolded when my full name is used )

I will pick up the ticket and book in that appointment for you now.

Re: My upload speed is below the minimum

Madeleyite — Wed, 06 Jul 2022 12:50:48 GMT

Results of Openreach engineer visit today: - She found zero line faults anywhere all the way back to the exchange thereby eliminating the line as the culprit. She replaced the Master Socket filter plate as a precaution and all Network Adapter drivers are up-to-date so I am wondering if it could be a fault with the Hub One itself? If you compare the Helpdesk lines 6 and 7 figures you can see a 22.8% reduction in data rate between 14th January and 6th July. Any thoughts anyone?

Re: My upload speed is below the minimum

Madeleyite — Sat, 09 Jul 2022 07:44:54 GMT

Just to close this thread: -

Plusnet concluded "In regards to the loss on the upstream speeds, please note that we do not guarantee a minimum upload speed and testing on this can be affected by the device you're testing with." and also "there is no performance fault identified that would lead the router to be considered faulty".

This doesn't definitely answer the steady decline in upload speed so I just hope the decline has stopped at 7.4 Mbps.

Thanks for all input. I'll call this solved.

Re: My upload speed is below the minimum

Gandalf — Mon, 11 Jul 2022 10:22:08 GMT

Fingers crossed your speed doesn't drop further but let us know if you do have issues and we'll be happy to help again.

Re: My upload speed is below the minimum

Townman — Wed, 13 Jul 2022 14:13:22 GMT

I note that there is a 10% increase in US line attenuation. I suspect that has some contribution to different US sync speed which is being. What might give rise to the observed change in line attenuation is not within my expertise. Possibly one for @198kHz