topic Re: Serious Problems With Upload Speed in Broadband

Serious Problems With Upload Speed

jellybeanz — Mon, 12 Aug 2024 17:32:04 GMT

Hello there!

I did submit this as a fault report but it was closed this morning despite the fault not being fixed - my upload speed has been throttled to around 0.6 - 0.9mbps according to the BT Wholesale Performance Checker, which means I currently have difficulty uploading single photos, let alone videos!

This was the message received this morning:

Great News! Your fault should now be resolved!

Our suppliers have advised that they have resolved the fault affecting your services. Upon testing the connection today, we can see that it is working correctly.

On the plus side, my download speeds HAVE improved and increased to around 30mbps.

Any help would be very much appreciated, thank you! 😊

Re: Serious Problems With Upload Speed

jab1 — Mon, 12 Aug 2024 17:38:33 GMT

@jellybeanz Can you post a screenshot of the result from here: https://www.broadbandchecker.btwholesale.com/#/ADSL , or here: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome - if you don''t have a phone. In either case, redact your personal details.

Re: Serious Problems With Upload Speed

jellybeanz — Mon, 12 Aug 2024 17:45:26 GMT

Thank you for your speedy response! These are my results:

Re: Serious Problems With Upload Speed

jab1 — Mon, 12 Aug 2024 17:48:54 GMT

Thanks. That screenshot infers you should be getting higher upload and download speeds. Which router are you using?

Re: Serious Problems With Upload Speed

jellybeanz — Mon, 12 Aug 2024 17:52:08 GMT

Currently using the Plusnet Hub Two (the one with the big circle on the front) - also tried my old Plusnet router (Hub One, I think?) and the results were exactly the same, unfortunately.

Re: Serious Problems With Upload Speed

jab1 — Mon, 12 Aug 2024 17:56:08 GMT

Thanks. Can you post the Technical Log from your HUB2, as the screenshot below - obscuring personal details again.

Re: Serious Problems With Upload Speed

jellybeanz — Mon, 12 Aug 2024 18:03:25 GMT

Re: Serious Problems With Upload Speed

jab1 — Mon, 12 Aug 2024 18:09:51 GMT

That shows you have been capped/banded for some reason. Your downstream SNR looks a little high though, but if you call Plusnet and ask them to reset your line, you should see an improvement in both sets of figures (upload/download).

Re: Serious Problems With Upload Speed

jellybeanz — Mon, 12 Aug 2024 20:01:58 GMT

Thank you for your suggestion - I got in touch with customer support earlier and they were really helpful, raising the issue with someone further along the chain - and now I've just had an email from the 'Plusnet Robot' to tell me the ticket has been closed because the issue has been resolved - AGAIN - THE ISSUE HAS NOT BEEN RESOLVED! 😭 I am tearing my hair out here, haha.

I still have 5 months left on my contact but upload is almost as important as download to me - if I can't even upload a few photos without using my mobile data, and the problem isn't going to be resolved, obviously I want out! 😅

Re: Serious Problems With Upload Speed

jab1 — Mon, 12 Aug 2024 20:06:12 GMT

I understand your frustration, but as I said above, even though the problem has been 'fixed' you need to ask PN to reset the line to remove the banding - unfortunately, these days, they won't think to check for such things.

Re: Serious Problems With Upload Speed

jellybeanz — Mon, 12 Aug 2024 20:08:46 GMT

I did ask - I essentially read them your forum post - and now the issue has been marked as resolved (again) and I'm back to square one. 😅

Re: Serious Problems With Upload Speed

jab1 — Mon, 12 Aug 2024 20:11:57 GMT

Unfortunately, a number of first-line agents are, shall we say, not up to speed. I'll see if I can get someone to escalate this for you, but it won't be until tomorrow morning - sorry.

Re: Serious Problems With Upload Speed

jellybeanz — Mon, 12 Aug 2024 20:13:30 GMT

No need to apologise - I really do appreciate all your help, thank you! I won't bother to report the fault online again because it'll only get marked as resolved again. 😅

Re: Serious Problems With Upload Speed

Mustrum — Mon, 12 Aug 2024 20:21:45 GMT

@jellybeanz are your router stats stiil the same as they were 4 hours ago, and have you reset it since? If no could you do so and post the stats again please?

If they are still the same alas another call in the morning will be needed.

Re: Serious Problems With Upload Speed

jab1 — Mon, 12 Aug 2024 20:25:44 GMT

Good point, @Mustrum , but I still think the line is banded due to previous errors, and only a PN reset will clear it.

Re: Serious Problems With Upload Speed

Mustrum — Mon, 12 Aug 2024 20:32:31 GMT

@jab1 I don't disagree, but just wanted to check if PN had done areset before the closed the fault - hey I know, but maybe they did - if not then more ammo for that call in the morning!

Re: Serious Problems With Upload Speed

jellybeanz — Mon, 12 Aug 2024 20:35:03 GMT

If I'm honest, I'm not sure what I should be looking for, but this is a current screenshot of the technical log:

Thank goodness these pictures are only kb in size - otherwise I woudn't be able to upload them to show you in the first place! 🤣

Re: Serious Problems With Upload Speed

jab1 — Mon, 12 Aug 2024 20:35:13 GMT

Cheers, @Mustrum

Re: Serious Problems With Upload Speed

jab1 — Mon, 12 Aug 2024 20:38:57 GMT

@jellybeanz - have you rebooted the Hub since the claimed 'resolution'? I suspect that if you tried the Hub1 after it, and then replaced the Hub2, this should have been sufficient to do that, so a line reset is in order.

Re: Serious Problems With Upload Speed

jellybeanz — Mon, 12 Aug 2024 20:53:32 GMT

Many apologies - I'm a bit stupid - here's a technical log after resetting Plusnet Hub Two 6 minutes ago: