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Fibre Extra, Slow Upload Speed

Tiggyworld
Dabbler
Posts: 11
Thanks: 1
Registered: 26-07-2017

Fibre Extra, Slow Upload Speed

Hello!

I purchased the Fibre Unlimited Extra for the high upload stream, as I do live streaming; however, so far it has settled to 3mbps. The download speed is 75mbps, which is wonderful, but I really need the upload speed to be higher.

Is there anything that can be done about this, please?

24 REPLIES
Community Veteran
Posts: 38,311
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Fibre Extra, Slow Upload Speed

Something is badly wrong

Can you post the result of this speed test preferably wired

http://www.thinkbroadband.com/speedtest

Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Fibre Extra, Slow Upload Speed

Checking the line it seems to be connection at full speed:

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

  High Low High Low        
VDSL Range A (Clean) 80 70.4 20 20 63.6 Available -- -- -- --

 

 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0003
Description No problem found, OAM test is not currently supported on this line.
Main Fault Location OK
Sync Status In Sync
Downstream Speed 80.0 Mbps
Upstream Speed 20.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 452.9
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
Profile Name 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2017-07-17T15:00:00

As Oldjim advises

Can you run a BT Speedtest, ensuring you do the further diagnostics test after the first one completes. This stores the results on the supplier system and allows us to use this to report the fault.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Tiggyworld
Dabbler
Posts: 11
Thanks: 1
Registered: 26-07-2017

Re: Fibre Extra, Slow Upload Speed

This was the result from the first reply:1501173855506569655

 

 

 

But the second one is the most troubling.

The initial test had similar results to the above, but

"No Fibre to the Premises (FTTP) services have been found at this address. Please check the postcode or use the Telephone Number or Service ID to conduct the test."

Why was I offered Fibre broadband if I don't have any Fibre to the Premises?! I'm paying extra for higher upload speed that I need, as a streamer, to use - but no engineer was offered and no indication during the testing during the sign-up process that this would be the case.

What can I do? I don't want to be stuck with a rubbish upload speed for eighteen months when I'm paying for Fibre.

Baldrick1
Seasoned Pro
Posts: 418
Thanks: 153
Fixes: 14
Registered: 30-06-2016

Re: Fibre Extra, Slow Upload Speed

You do not have fibre to the premises. You have fibre to the cabinet.

What you should do is follow the advice by taking off the faceplace of your master socket, plug a spare filter in to the master socket which is located behind the faceplace then connect your router to the filter. Then complete the bt speedtest including further diagnostics. The results will be logged and visible to PN. If you report the results here more advice will be forthcoming.

 

 

 

 

 

 

 

 

 

 

Community Veteran
Posts: 1,215
Thanks: 170
Fixes: 29
Registered: 13-08-2015

Re: Fibre Extra, Slow Upload Speed

Given you are syncing at the max speeds for the product you have chosen, I would ask how you are doing the speed tests? Are they wired or WiFi? and also using what device?

Tiggyworld
Dabbler
Posts: 11
Thanks: 1
Registered: 26-07-2017

Re: Fibre Extra, Slow Upload Speed

Wired, and using the router that I was provided; I'm not syncing at anywhere near the max upload speed for the product I chose, as far as I'm aware.

Baldrick, I'm not sure how to do that safely, but I can try.

Tiggyworld
Dabbler
Posts: 11
Thanks: 1
Registered: 26-07-2017

Re: Fibre Extra, Slow Upload Speed

Actually, that'll be a problem until I get a replacement faceplate - the faceplate my master socket has now only has one slot available.
I'm sorry for the trouble, I get really easily confused due to some of my disabilities and I get quite anxious and scared something's going wrong.
Should I get another faceplate and hope there's another socket underneath, or would it be best to request a Plusnet engineer to help?

Baldrick1
Seasoned Pro
Posts: 418
Thanks: 153
Fixes: 14
Registered: 30-06-2016

Re: Fibre Extra, Slow Upload Speed

First of all an assurance that there is no electrical hazard involved in taking the faceplate off.the telephone master socket. Your master socket should look like one of these:

GPNTE5A.JPG71bxGDw4W6L._SX342_.jpg

If it is something different and you are sure that this is where your telephone cable first enters the house then you need to contact PN for them to arrange with their 'suppliers' for a new master socket to be fitted.

You can see that the bottom half is removable. On the old type you need to remove the two screws, the newer type is just clipped on to make it easier to remove,

If you pull the bottom half straight off you will find that the faceplate is plugged in to the master socket. This is where you need to plug your filter. Plug your router in to the appropriate socket in the filter but leave the telephone out whilst you do your testing..Any extension wiring you have around the house is connected to the faceplate so by doing this you disconnect everything but the router. If possible use a different filter in case this is faulty.

Tiggyworld
Dabbler
Posts: 11
Thanks: 1
Registered: 26-07-2017

Re: Fibre Extra, Slow Upload Speed

Alright, I've tried myself and I can't sort it out yet, so I'll have to wait until Wednesday when my support worker's here, but then I shall attempt to update!

Plusnet Help Team
Plusnet Help Team
Posts: 4,597
Thanks: 279
Fixes: 114
Registered: 01-01-2012

Re: Fibre Extra, Slow Upload Speed

Our tests are showing your upload sync speed as being correct

 

Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0003
Description No problem found, OAM test is not currently supported on this line.
Main Fault Location OK
Sync Status In Sync
Downstream Speed 78.8 Mbps
Upstream Speed 20.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2017-07-31T14:50:22Z 2017-07-31T15:05:22Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Tiggyworld
Dabbler
Posts: 11
Thanks: 1
Registered: 26-07-2017

Re: Fibre Extra, Slow Upload Speed

Hello!

Unfortunately, I keep getting:

null

The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider."

 

So I guess that's what I'm doing, heh. This is with the filter I got new with the router directly into the master socket as directed, and we tried over the day.

Help? I'm still getting 4Mbps.

RichardB
Pro
Posts: 316
Thanks: 77
Fixes: 3
Registered: 19-11-2008

Re: Fibre Extra, Slow Upload Speed

Hi Tiggyworld,

As the PN rep posted the evidence that the router is connecting at the full 20 Mbits upload speed, there is no reason to adjust the modem wiring or remove the master socket.

There could be one of several reasons causing the problem.

 

1) Could the computer you are using be the problem?

Are you testing the upload speed from one device or multiple devices?

2) Some other device or computer is simultaneously uploading data whilst you are speed testing.

Windows 10 has an option to offer updates to other windows 10 computers... Are there any other devices connected to the router?

3) Your lines BT IP profile is awry. As you cannot run the   BT speedtest,  this needs investigating first. An alternate way of accessing the BT IP profile data can be found here:

https://windows.mouselike.org/be/index.asp?DoAction=BrasChecker

 

Please post the results of the alternate method here either good or bad.

 

Richard

Tiggyworld
Dabbler
Posts: 11
Thanks: 1
Registered: 26-07-2017

Re: Fibre Extra, Slow Upload Speed

The computer I'm testing is a fairly high-end rig, and my computer network properties say I have a capability for 1GBps.

There are no other devices connected to the computer, as the test I was given to do above requests that nothing else be connected at the time, and I'm just checking the speed from my pc - I only have one pc, and I do not have Windows 10 (8.1, apparently my pc can't upgrade to Win 10).

 

That link told me "It looks like you entered an invalid phone number or BTs system is refusing to run a test, try again in a few hours." - all I did was enter my home phone number, was that wrong? I don't know what other number I'm supposed to try to test.

Community Veteran
Posts: 1,215
Thanks: 170
Fixes: 29
Registered: 13-08-2015

Re: Fibre Extra, Slow Upload Speed

Who do you pay for your phone line?

Is it different to who you pay for Broadband?

Or are both PlusNet?