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Low Upload Speed

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Rising Star
Posts: 258
Thanks: 22
Fixes: 1
Registered: ‎06-04-2007

Low Upload Speed

By way of background, I have had Unlimited Fibre Extra Broadband since Oct 2015 when Fibre first came to my village. At first I was synching at the maximum about 75 down and 18 up but over time these speeds started to fall and in Nov 2018 I logged a fault with Plusnet because I was then getting about 63 down and 14 up. No fault was found and speeds were still within BT limits. A few months ago the download sync speed started go up but the upload sync speed continued to drop. 

 

Today, I noticed an even lower upload sync speed.  I have connected my router to the test socket behind the BT socket and have used a different filter. It has made no difference to my sync speeds which are currently 70.695 Mbps down and 7.320 Mbps up (see attached router stats).  I have carried out a speedtest (using ethernet cable) and achieved a download speed of 52.08 Mbps (IP Profile 61.81) and an upload speed of 6.28 Mbps (IP profile 20.0). 

 

Before I log another fault with Plusnet, can anyone make a suggestion as to what/where  the fault could be. Could it be the router (Netgear D7000) or is it likely to be something else ?

Moderator's note by Mike (Mav): Post released from Spam Filter.
38 REPLIES 38
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Plusnet Help Team
Plusnet Help Team
Posts: 17,422
Thanks: 5,388
Fixes: 912
Registered: ‎21-04-2017

Re: Low Upload Speed

Hi there.

Firstly I'm sorry for the delayed response to your post, it looks like it was caught in the spam filter and didn't come through to our internal systems correctly. I understand @OskarPapa has PM'd you on the back of that though and he's progressed the fault through to our suppliers.

I've checked the fault report and I can see their diagnostics team couldn't find a definitive cause for the fault so they've passed this back to us to book an engineer appointment with yourself to investigate further.

As you've tried connecting your router into the test socket you've ruled out any internal wiring causing the issue and I think the last check we should do is make sure your mode/router isn't causing the issue.

Do you have another modem you could try or have the Openreach modem anymore?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Registered: ‎06-04-2007

Re: Low Upload Speed

Many thanks for your reply. I tried switching to the original BT Openreach Modem and Plusnet router originally supplied when I first had Fibre. There was no change to the upload speed when carrying out a speed test (Down 52.96 Mbps  Up 5.93 Mbps). I was told by your support team that if the problem was the router then I should have seen an immediate increase in speed. An appointment has been booked with a BT Openreach Engineer for tomorrow.

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Plusnet Help Team
Plusnet Help Team
Posts: 17,422
Thanks: 5,388
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Registered: ‎21-04-2017

Re: Low Upload Speed

Thanks for getting back to us.

No problem, let us know how the appointment goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Rising Star
Posts: 258
Thanks: 22
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Registered: ‎06-04-2007

Re: Low Upload Speed

The Openreach engineer has been here for a little over 8 hours trying to isolate the problem. He has found a fault with the DSLAM which will be affecting everyone connected to it. I understand that this will require a specialist engineer to fix but I should then be back up to the speeds I originally had (76 down/18 up). I am currently synching at 54 down / 6 up.

 

Will you (or Openreach) let me know when the work is to be done or do i just have to wait see if the router stats change ?

 

 

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Plusnet Help Team
Plusnet Help Team
Posts: 1,631
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Registered: ‎26-03-2018

Re: Low Upload Speed

Hi @acr 

 

I have just contacted Openreach - they have made me aware that we should get the next update regarding the process of this fault on the 20th. 

 

We will update you accordingly. 

 

Kind Regards, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
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Registered: ‎06-04-2007

Re: Low Upload Speed

Thank you.

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Rising Star
Posts: 258
Thanks: 22
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Registered: ‎06-04-2007

Re: Low Upload Speed

Do you have an update for this fault ?

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Rising Star
Posts: 258
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Registered: ‎06-04-2007

Re: Low Upload Speed

Update received from the faults team. 

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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 63
Registered: ‎09-10-2018

Re: Low Upload Speed

Thanks for your post @acr, we're sorry for the delayed response.

 

We can see that the faults team have progressed the issue to an engineers visit.

 

Please let us know how you get on.

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Rising Star
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Registered: ‎06-04-2007

Re: Low Upload Speed

Another engineer visited today for over 4 hours. He came to the same conclusion as the last engineer - that there is a fault with the DSLAM. I understand that the fault has been put on hold until Openreach decide what to do next. 

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Plusnet Help Team
Plusnet Help Team
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Registered: ‎22-01-2018

Re: Low Upload Speed

Hello @acr,

 

We are sorry to hear that visit hadn't rectified the issue and that further work is required. Please get back to us after the weekend if you haven't heard back from the engineer and we will chase an update for you.

 

 

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 SammyM
 Plusnet Help Team
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Registered: ‎06-04-2007

Re: Low Upload Speed

I have had an automated email stating:

 

"During the investigation of your reported fault we asked you to complete some steps to help us diagnose the problem. You have reported that you are unable to do so.

As such, we're unable to continue the investigation so have had to close the query."

 

Is this an error as I was under the impression that I had completed all steps. Can you confirm that the ongoing fault is not being closed before it has been resolved.

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Plusnet Help Team
Plusnet Help Team
Posts: 1,322
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Registered: ‎07-12-2017

Re: Low Upload Speed

Hi @acr, I'm very sorry for the email received, it looks like this was triggered in error; there are no outstanding steps you need to complete.

 

The fault is still open and I've chased our suppliers for an update, they've advised the work is still ongoing to resolve the issue. I've updated the fault ticket here for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
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Posts: 258
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Registered: ‎06-04-2007

Re: Low Upload Speed

Yesterday evening a member of the faults team telephoned to advise that the lift and shift had been completed and appeared surprised when I told him that it had made only a little difference to my sync speeds. Since the fault was logged on 10 Sept the upload speed has varied between 6.5 Mbps and 7.5 Mbps - it has now improved to 8.4 Mbps compared to the 18 Mbps I used to get. The download speed has improved to 76 Mbps which is more or less what I used to have except that the noise margin is now 3 and it used to be 6 at this speed.

He said that he would phone me straight back after investigating the position. I have received no call back. Looking at the internal notes for Q 193013608 I see it is now on hold until 3 Sept although I do not understand much of the content of the note. Could someone explain what is to happen next and why it is taking so long to fix. It has now been 20 days since this fault was logged and the upload speed is important to me.