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Really slow upload, can't work or FaceTime grandparents

armiesofyou
Newbie
Posts: 2
Registered: 28-02-2015

Really slow upload, can't work or FaceTime grandparents

Hi,
I can't figure out how to raise a support ticket to request support on a really poor upload speed and any help is really appreciated.
I currently have to use my mobile phone internet for FaceTime (grandparents wanting to see 8 month old boy) and uploading larger (200Mb) documents for work. I don't want to have to move to another provider to get internet that suits my needs.
BT wholesale are reporting:
Download: 18.62
Upload: 0.09

I've still got the Thompson router and it reports:
Link Information
Uptime: 74 days, 17:54:03
DSL Type: G.992.5 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]: 1,240 / 22,512
Bandwidth (Up/Down) [kbps/kbps]: 443 / 22,072
Data Transferred (Sent/Received) [GB/GB]: 24.77 / 24.10
Output Power (Up/Down) [dBm]: 11.5 / 20.0
Line Attenuation (Up/Down) [dB]: 4.5 / 9.5
SN Margin (Up/Down) [dB]: 31.5 / 6.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 6 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 32 / 161,290
HEC Errors (Up/Down): 7 / 83,117

5 REPLIES
sjptd
Grafter
Posts: 467
Registered: 01-09-2014

Re: Really slow upload, can't work or FaceTime grandparents

Try temporarily turning off firewall and AV and testing again.  Probably won't help but worth a try.
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Really slow upload, can't work or FaceTime grandparents

unless it is picked up here you can raise a ticket at https://www.plus.net/wizard/?p=wizard&page=22883&wizard_id=38 asking for your upload to be uncapped - that should double it at least
JayG
Pro
Posts: 943
Thanks: 76
Fixes: 3
Registered: 30-10-2011

Re: Really slow upload, can't work or FaceTime grandparents

Those stats are great for 74 days uptime - not sure whether 443kbps is a capped upload speed, but you will certainly be hampered by the upstream SNRM of 31.5db.
If capped, it needs to be uncapped, and the line reset. If you're lucky this may be picked up by a member of CRT today on this forum, otherwise you will need to raise a ticket via the Member Centre (login required.)
Plusnet Help Team
Plusnet Help Team
Posts: 5,435
Thanks: 504
Fixes: 188
Registered: 01-01-2012

Re: Really slow upload, can't work or FaceTime grandparents

Sorry to see your having issues with your upload speed.
I've placed a order to uncap this which will complete on Tuesday morning and should give you a boost.
Let us know if you have any further issues.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
armiesofyou
Newbie
Posts: 2
Registered: 28-02-2015

Re: Really slow upload, can't work or FaceTime grandparents

Many thanks all who have replied.
@Matthew - that's absolutely great and I hope it solves the issues I've been having. My wife's on FaceTime via my mobile phone connection right now for some pre-game banter with her parents.  Let's hope this time next week we can use our Plusnet BB.

Regards,
James