topic Re: Possible Upload Speed concerns in Broadband

Possible Upload Speed concerns

raven1965 — Mon, 03 Oct 2022 13:53:10 GMT

Hello there, our connection seems to be getting a much lower than expected/average upload speed in particular. I have previously witnessed having said expected speed closer to when we changed over to you - so I am at least aware that it is possible to achieve it. There were reduced download speeds also for a while (around 30mbps instead of the expected 70 or so), but recently had suddenly gone back up to around 66, but the upload speed since the sudden change has consistently stayed at 6mpbs instead of the minimum around 18 (or at least around this). Admittedly, we are not on the master socket due to its bad location, but we have been on an extension the whole time - and it still gave me the expected/same amounts in the past/present, respectively. The recommended speed test (BT) I did had reflected this with the download speed being close to expected (now at around 700), but the upload speed is still 6-7mpbs - but says a higher band/amount was expected. I've attached the speed result test. So I'm wondering if there was some change to our system that is restricting the upload and somehow put the download speed back up to around expected...?

Re: Possible Upload Speed concerns

jab1 — Mon, 03 Oct 2022 17:06:49 GMT

@raven1965 Something is not quite correct there. Can you post screenshots of (a) the output from (a) https://www.broadbandchecker.btwholesale.com/#/ADSL - obscuring your phone number and (b) your Hubs Help Desk page (obscuring your username)?

Also, is there any unwanted noise on your phone line - dial 17070 and select option 2.

Re: Possible Upload Speed concerns

raven1965 — Mon, 03 Oct 2022 17:32:47 GMT

Hello thanks for getting back, tried the phone test and there was just dead air, no crackling or anything. I've attached the checker test. Sorry where can I find the help desk page again? (Also that 700 i put was a mistake of course, apologies)

Re: Possible Upload Speed concerns

jab1 — Mon, 03 Oct 2022 17:44:26 GMT

The BTW checker indicates you are getting the max speed to your test socket so your speedtest suggests that the problem is possibly somewhere in your local network - was the test run over a wired connection direct into the master socket, as that is the only result which will be accepted for investigation? Having said that, your upload should be higher, so could point t an external problem somewhere.

Help Desk: -

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Re: Possible Upload Speed concerns

raven1965 — Mon, 03 Oct 2022 18:25:15 GMT

If there is an external problem with it, would I have to contact someone else or do something else? The test is wired (did a previous one that is direct from hub to pc), and the test I did earlier that is wired via power plug adapters (straight in the wall on both sides, no extension plugs), but neither were in the master socket. Our master socket is in a very awkward impractical place, and I am also having problems logging into the hub without being locked out for a time - so this may take me a while to try and get back to you on these things.

Re: Possible Upload Speed concerns

jab1 — Mon, 03 Oct 2022 18:35:49 GMT

If there is an external problem - which I can't trustfully say yes or no to without seeing the Hubs Help Desk page - then you would need to report a problem to Plusnet. Your speed test is OK if it is a wired one, so that is OK - still a bit puzzling though.

I'll wait for your Help Desk report before passing any further comment, although other Community members may pop in with something I have forgotten.

Pity about the master socket position, though. Which one is it, out of curiosity - a 5C (dual socket), or one of the older single socket type?

Re: Possible Upload Speed concerns

raven1965 — Mon, 03 Oct 2022 19:35:24 GMT

Yeah it seems puzzling, ah no problem - i should be able to do it in the next 1 or 2 days, its an older type yeah - which I think is the master socket because it has the ingrained line above the socket etc...(?). We use the microfilter with them. It is very high up and out of the way of most of the devices.

Re: Possible Upload Speed concerns

jab1 — Mon, 03 Oct 2022 19:42:44 GMT

Yep - it is an older one, which kind of kills one of my thoughts, the newer types can - reportedly - be a bit finicky if they are tightened down on uneven surfaces, but that isn't the case with the older ones.

No problem, can wait.

Re: Possible Upload Speed concerns

raven1965 — Wed, 05 Oct 2022 15:54:21 GMT

Hello again, sorry about the wait, I have the redacted technical log here, (just need to look into the master socket if need be). What do you think?

Re: Possible Upload Speed concerns

jab1 — Wed, 05 Oct 2022 16:21:55 GMT

@raven1965 No problem about the wait. Looking at that, I would definitely say you have a problem somewhere in the external network - your line and signal attenuation figures suggest you should be getting close to the maximum on both upload and download. Your download rate on there appears OK, but upload is very low.

I am assuming you are on Fibre Extra? Have you disconnected the Hub yesterday?

Re: Possible Upload Speed concerns

raven1965 — Wed, 05 Oct 2022 16:40:35 GMT

I believe we are on that good fibre deal yeah, I didn't disconnect(?) the HUB at all, only recently we turned it off and back on once, and held the WPS to reset passwords today, but that was it. We don't have that special fibre socket or the fibre microfilter or anything, but I have definitely seen our internet speed (earlier on closer to when we got it - from beginning to about a month in) at average 16 to 18 upload and 65 to 70 download speed.

Re: Possible Upload Speed concerns

jab1 — Wed, 05 Oct 2022 17:01:02 GMT

Okay, was that 'once' late yesterday afternoon, assuming that screenshot is recent, as it indicates you have only been connected for ~22 hours at that point?

Your master socket type is irrelevant here, so disregard that.

I don't remember seeing a report from this site: https://speedtest.btwholesale.com/ - could you provide one, please - the 'Additional Diagnostics' shown in the results page after you run the initial test?

Although I will see what I can do for you, upload speeds are not guaranteed, but if you have had better in the past, your current figures suggest a fault somewhere - to me.

Re: Possible Upload Speed concerns

raven1965 — Wed, 05 Oct 2022 18:16:27 GMT

There's the diagnostic for you. I guess so, it must have been someone else. Of course yeah - i appreciate all the help regardless so we can narrow stuff down. Would you be able to do what you can yourself, or do i additionally have to contact someone else, you think?

Re: Possible Upload Speed concerns

jab1 — Wed, 05 Oct 2022 18:33:27 GMT

Thanks for the BTW report - it confirms what I thought - the Plusnet D/L profile is not restricted.

As just a Community member like yourself, there is very little I can do directly, but I may be able to ask one of the PN Help Team to have a look - no promises, though, as I said, the upload is not a guaranteed figure.

'I guess so, it must have been someone else' is that in relation to my question about the disconnection? The reason I asked about that is because, if no-one has intentionally disconnected the Hub, it maybe that there is something happening upstream of you in the BT network, which could account for the speed reduction.

Re: Possible Upload Speed concerns

raven1965 — Wed, 05 Oct 2022 18:48:50 GMT

Ahh ok that's good. That's no problem appreciate nonetheless. I meant that i didn't know whether it was my family. I've checked with them and none of them at any point around that time had turned off the hub or anything like that, then again - I don't know what constitutes a disconnection like that - not including the loss of power/turning the hub off. Or if the technical log is to do partly with my device I tested it on specifically, or just the whole network in general, or both. Apart from that, I can say that no-one here had physically turned it off or changed things yesterday, only recently a time a while before that where my power adapter connected to the hub had the plug it was in changed to another (the main one that connects the hub to the powerline). In fact, for a small time just before i wrote this - the hub was orange for a little while and had some spottyness and buffering, but returned back to normal, that very rarely happens now.

Re: Possible Upload Speed concerns

Dan_the_Van — Wed, 05 Oct 2022 18:55:39 GMT

@jab1 yes the upload speed can not be guaranteed, but the upload speed here is way below the profile indicated with the BT performance test. This looks wrong to me!

My details

@raven1965 I suggest you raise a fault via the automated system, this way your line will be checked for any possible issues.

https://www.plus.net/help/report-a-problem/broadband/#broadband

HTH

Re: Possible Upload Speed concerns

jab1 — Wed, 05 Oct 2022 18:58:07 GMT

Right - your last sentence has me wondering. Sorry to keep asking for information, but as just a Community member, I can only go on what information I can get from you.

Is it possible for you to post the WAN log - click the 'select' button on the page from your Hub, shown below, and then then 'WAN' item in the drop-down.

Re: Possible Upload Speed concerns

jab1 — Wed, 05 Oct 2022 19:00:39 GMT

@Dan_the_Van Agree with you, but I'm trying to build a case for @raven1965 - the more hard evidence we have, the more chance Plusnet may take it seriously.

Re: Possible Upload Speed concerns

Dan_the_Van — Wed, 05 Oct 2022 19:10:09 GMT

@jab1 the best thing to do now is to raise a fault, nothing will be lost but more to be gained. If plusnet come back with no fault found then the evidence can be used.

Re: Possible Upload Speed concerns

jab1 — Wed, 05 Oct 2022 19:12:06 GMT

@Dan_the_Van You could well be right, but lets gather as much as possible for that possible eventuality. 😀