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How do I get out of this chicken [removed] outfit??

samzh
Grafter
Posts: 31
Thanks: 1
Registered: 10-12-2015

How do I get out of this chicken [removed] outfit??

Back in November my connection started slowing down to a crawl and then began dropping out completely. Before the troubles I was getting a decent 9.8Mb/s down and 88kb/s up. Since then I've had 2 engineer visits and they've finally got my speed back up to ~9Mb/s down but my upload is stuck at 410kb/s - half what it was!
First I was told that the upload speed was capped, and a request was put in to uncap it. No change. Then I was told that it was still capped and a new request would be placed. No change. Today I've had two messages, one to say that a new request has been submitted to Plusnet's supplier (BTW?) to uncap the line, and a second one to say that actually the line is uncapped and these speeds are correct for my line.
They're NOT correct. I had 2 happy years with TalkTalk and about 4 months with Plusnet, enjoying 9.8Mb/s down, 88kb/s up. Now my upload is so [Censored] it's embarrassing to Skype, and uploading videos to Youtube is suddenly arduous.
Is this REALLY the "new normal"? It's not acceptable to me for the deal that I signed up to to be BOTH less than I'd hoped AND for it to continue to degenerate. If it IS the "new normal", I want OUT.
[Moderator's note by Mike (Mav) changed topic title to remove avoidance of swear filter as per forum rule.
17 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: How do I get out of this chicken sh*t outfit??

if you can post the information requested in the speed sticky at the top of this board we may be able to help
samzh
Grafter
Posts: 31
Thanks: 1
Registered: 10-12-2015

Re: How do I get out of this chicken sh*t outfit??

If I understand the sticky you mean, here's what I get:
From my router's status page:
ADSL LinkDownstreamUpstream
Connection Speed10606 kbps440 kbps
Line Attenuation37.5 db18.9 db
Noise Margin6.5 db19.9 db

From Plusnet's estimate speed:
Estimated line speed:
There's no speed estimate currently held on your account.
Current line speed:
9.8 Mb
BT Wholesale Broadband Performance Test:
Download Speed (Mbps): 9.23
Upload Speed (Mbps): 0.37
Ping Latency(ms): 50.25
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: How do I get out of this chicken [removed] outfit??

You are being fobbed off
Your upload is capped - hopefully it will be picked up and sorted here tomorrow
The odd thing is that usually a capped upload is at 444 or 443kbps this may be part of the problem
It will be interesting to see what they find out
Plusnet Help Team
Plusnet Help Team
Posts: 4,956
Thanks: 419
Fixes: 152
Registered: 01-01-2012

Re: How do I get out of this chicken [removed] outfit??

One of my colleagues has placed a order to uncap your upload speed.
If you check it tomorrow it should be back to normal.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
samzh
Grafter
Posts: 31
Thanks: 1
Registered: 10-12-2015

Re: How do I get out of this chicken [removed] outfit??

Thanks Matthew (and Oldjim for confirming my firm belief!)
I can accept errors in the system, and between Plusnet and BT, especially over Christmas and New Year. I really do object to being fobbed off, though. That's not on.
Cheers guys!
Plusnet Help Team
Plusnet Help Team
Posts: 12,994
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Registered: 27-04-2007

Re: How do I get out of this chicken [removed] outfit??

@samzh
The order to uncap your upstream completed this morning.
I can see from the notes on your account that you contacted us via chat on 26/12 when we agreed to do this so I assume the agent forgot or made a mistake. I'll get some feedback passed on as we expect better.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
samzh
Grafter
Posts: 31
Thanks: 1
Registered: 10-12-2015

Re: How do I get out of this chicken [removed] outfit??

Thanks Adam! I'll restart my router and test to confirm.
Just for clarity, this journey began on 20/11/2015 on ticket 114786585. I replaced the microfilter and assumed the problem had been fixed. It wasn't and the issue persisted. I replaced the microfilter a further 3 times and bought a new router as well. I have other ticket numbers if you need them, dating 6/12, 10/12 and 30/12.
Thanks again Smiley
samzh
Grafter
Posts: 31
Thanks: 1
Registered: 10-12-2015

Re: How do I get out of this chicken [removed] outfit??

http://speedof.me/show.php?img=160106101102-3172.png
Adam, no change I'm afraid. Rather usefully, speedof.me shows in graphic detail how the upload is being shaped.
Plusnet Help Team
Plusnet Help Team
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Registered: 01-01-2012

Re: How do I get out of this chicken [removed] outfit??

Can you test it now?
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 12,994
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Registered: 27-04-2007

Re: How do I get out of this chicken [removed] outfit??

Quote
Just for clarity, this journey began on 20/11/2015

I'll dig a little deeper in that case for passing on feedback.
Let us know how things are now as we've performed some maintenance that should have forced through the change to your upstream.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
samzh
Grafter
Posts: 31
Thanks: 1
Registered: 10-12-2015

Re: How do I get out of this chicken [removed] outfit??

http://speedof.me/show.php?img=160106114748-7487.png
MUCH better! Thank you, Adam!
To my untrained eye it still looks a little bit shaved, but it's twice what it was and much more like I'm used to. Smiley
Plusnet Help Team
Plusnet Help Team
Posts: 12,994
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Registered: 27-04-2007

Re: How do I get out of this chicken [removed] outfit??

Great to hear!
Quote
To my untrained eye it still looks a little bit shaved

it won't be as no level of traffic management is applied to upstreams, only downstream activity. If it's a little under the theoretical maximum that will just be due to the capabilities of your individual line.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,637
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Registered: 10-04-2007

Re: How do I get out of this chicken [removed] outfit??

speedof me looks to be US based. If that is the case it's not a good tester to use.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
samzh
Grafter
Posts: 31
Thanks: 1
Registered: 10-12-2015

Re: How do I get out of this chicken [removed] outfit??

I think that was once the case, but I don't think it is these days. Interconnectivity has moved on and up. If I run the speedtest.net result based on ping/geolocation it's probably worse:
http://www.speedtest.net/my-result/4973256082
The speedof.me test is useful because it gives a temporal visualisation of both download and upload speeds.