Plusnet fibre broadband does not cope with uploads and will disconnect you...
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Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
23-12-2016 9:52 AM - edited 23-12-2016 9:53 AM
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MAC address "00:19:fb:86:fe:aa" appears to be associated with "BSkyB" .
Are all your devices using DHCP or are some using pre-set IPs? Have you tried using a different DNS service (eg Google - IP 8.8.8.8 )
Phil
Using a TP-Link Archer VR600 modem-router.
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
23-12-2016 10:23 AM
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That's probably a Sky HD box with a problem, it's constantly requested an IP address via DHCP
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
23-12-2016 9:06 PM - edited 23-12-2016 9:06 PM
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Ah okay, that makes sense. That probably happened as a result of me trying a suggestion in this thread to rename the wireless SSIDs.
The upload issue remains, however. I'm trying to upload a single ~700MB file to drive. What exactly is the point in having a decent upload speed if I can't use it? This is the only reason I upgraded my service.
21:05:27, 23 Dec. | (179909.450000) CWMP: session closed due to error: Could not resolve host |
21:05:27, 23 Dec. | (179909.440000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username |
21:05:27, 23 Dec. | (179909.430000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE' |
21:05:27, 23 Dec. | (179909.190000) CWMP: Initializing transaction for event code 4 VALUE CHANGE |
21:05:26, 23 Dec. | (179908.490000) PPPoE is down after 3 minutes uptime [Disconnected] |
21:05:24, 23 Dec. | (179906.290000) PPP LCP Send Termination Request [PPPoE PADT received] |
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
on 29-12-2016 10:16 AM - last edited on 29-12-2016 12:00 PM by Mav
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Hello all, here is an update to my previous posts.
Last night I spoke with [CSA Removed] on live chat support. After some investigation he discovered I'd been erroneously put on the wrong service package (basic fibre instead of Extra).
Today the new speeds have kicked in and I was able to sustain a 10-min upload without any dropouts, so I'm considering this solved on my part.
Sorry for any confusion my earlier posts may have caused in regards to saying that this problem was affecting both tiers of fibre. It does indeed appear to only be affecting users on the basic package. That said, I hope PlusNet does manage to fix the issue for those users because if it really is "saturating the line" as I was told, then there should be some sort of check in place to prevent that from happening, so at least people can upload at a stable rate.
Good luck, everyone!
Moderator's note by Mike (Mav): CSA name removed as per Forum rules.
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
29-12-2016 10:23 AM
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Since the most common thread seems to be the psb-ir01 gateway, has anyone tried a static IP. I think that would move us to another gateway.
Anybody tried that? Any difference?
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
29-12-2016 9:39 PM
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Hello, I'm afraid I have nothing to add apart from another data point, because I too have been having this issue. I have been uploading photos to Amazon Drive for some weeks now, but over the last two to three weeks (not sure on exact dates) I have been having the connection drop outs described here. I appear to meet all the same criteria:
- Constant uploading
- Using a Hub One
- On Unlimited Fibre (40/2) [irritatingly, they won't let me have an 80/20 line because I'm too far away. I'd like it just for a little extra upload speed and be willing to pay for it, but computer says no.]
- On gateway psb-ir01
- Dynamic IP
- Logs show PPPoE PADT received
I have not tried contacting support yet.
FWIW, here is an example log:
20:50:02, 29 Dec. | (298728.250000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username |
20:50:02, 29 Dec. | (298728.250000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE' |
20:50:00, 29 Dec. | (298726.100000) WAN operating mode is VDSL |
20:50:00, 29 Dec. | (298726.100000) Last WAN operating mode was VDSL |
20:49:59, 29 Dec. | (298724.490000) PPP IPCP Receive Configuration ACK |
20:49:59, 29 Dec. | (298724.480000) PPP IPCP Send Configuration Request |
20:49:59, 29 Dec. | (298724.480000) PPP IPCP Receive Configuration NAK |
20:49:59, 29 Dec. | (298724.480000) PPP IPCP Send Configuration ACK |
20:49:59, 29 Dec. | (298724.480000) PPP IPCP Receive Configuration Request |
20:49:58, 29 Dec. | (298724.420000) PPP IPCP Send Configuration Request |
20:49:57, 29 Dec. | (298722.930000) PPPoE is up - Down Rate=30507Kbps, Up Rate=2001Kbps; SNR Margin Down=5.1dB, Up=13.8dB |
20:49:57, 29 Dec. | (298722.920000) CHAP authentication successful |
20:49:57, 29 Dec. | (298722.870000) CHAP Receive Challenge |
20:49:57, 29 Dec. | (298722.870000) Starting CHAP authentication with peer |
20:49:57, 29 Dec. | (298722.870000) PPP LCP Receive Configuration ACK |
20:49:57, 29 Dec. | (298722.860000) PPP LCP Send Configuration Request |
20:49:57, 29 Dec. | (298722.860000) PPP LCP Receive Configuration Reject |
20:49:57, 29 Dec. | (298722.860000) PPP LCP Send Configuration ACK |
20:49:57, 29 Dec. | (298722.860000) PPP LCP Receive Configuration Request |
20:49:57, 29 Dec. | (298722.860000) PPP LCP Send Configuration Request |
20:49:54, 29 Dec. | (298720.210000) CWMP: session closed due to error: Could not resolve host |
20:49:54, 29 Dec. | (298720.200000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username |
20:49:54, 29 Dec. | (298720.190000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE' |
20:49:24, 29 Dec. | (298689.810000) CWMP: session closed due to error: Could not resolve host |
20:49:24, 29 Dec. | (298689.800000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username |
20:49:24, 29 Dec. | (298689.790000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE' |
20:49:24, 29 Dec. | (298689.520000) CWMP: Initializing transaction for event code 4 VALUE CHANGE |
20:49:23, 29 Dec. | (298688.830000) PPPoE is down after 5 minutes uptime [Disconnected] |
20:49:20, 29 Dec. | (298686.270000) PPP LCP Send Termination Request [PPPoE PADT received] |
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
30-12-2016 10:37 AM
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Hi @mrmandrake1 I would recommend contacting support so that they are aware of the volume of people affected and that it is an issue for you.
On an update from Plusnet, they sent me the following yesterday evening:
We are seeing reports where high upstream traffic is causing some of our hubs to drop the connection, this traffic is when data is been uploaded onto the cloud. Typical services include OneDrive, Dropbox,Google Drive and iCloud. The only solution we currently have is for upstream traffic to be limited via the application so that it doesn't have complete access to the upstream. Once we have identified the issue if needed a firmware update should get pushed to your hub.
Should there be any other problems or queries please do not hesitate to contact us.
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
30-12-2016 12:36 PM - edited 06-01-2017 11:51 AM
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Hi all,
Can anybody suffering from PPP drops caused by large file uploads/saturation please supply the following info? Just trying to make some sense of the reports. Note that I'm only interested in customers whose connections are actually dropping out as a result of the uploading, not those whose download speeds just drop.
- Make/model of router
- Firmware/software version (for Hub Ones you can get this by looking at the footer of the router admin pages)
- What product/speed you have, e.g. Unlimited Fibre 40/2, Unlimited Fibre Extra 80/20 etc.
- Gateway you're connected to
- Device being used to upload from e.g. Android Smartphone, Windows 10 machine, Macbook OSX etc.
- What it is you're uploading/what service you're using e.g. iCloud, Dropbox, Google Drive
- When the problem first started
- If you have access to a different router, whether or not the problem affects that too, or if it's just specific to the Hub One
Thanks
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
30-12-2016 2:27 PM
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I have now contacted support so I am on the list. Throttling the upload speed does seem to have alleviated the problem (Amazon Drive set to one file at a time with a 220 kB/sec upload speed works. 240 kB/sec doesn't).
For specific details:
- Make/model of router
PlusNet Hub One
- Firmware/software version (for Hub Ones you can get this by looking at the footer of the router admin pages)
Software version 4.7.5.1.83.8.226 Last updated 18/09/16
- What product/speed you have, e.g. Unlimited Fibre 40/2, Unlimited Fibre Extra 80/20 etc.
Unlimited Fibre 40/2
- Gateway you're connected to
psb-ir01
- What it is you're uploading/what service you're using e.g. iCloud, Dropbox, Google Drive
Amazon Drive - trying to make a backup of several hundred GB of photos.
- When the problem first started
Roughly three weeks ago - I was uploading a lot before then without noticing any problems. At least I think that's when it started, because I spent a long time thinking I'd upset something when I moved the router to make way for my Christmas tree, or that the lights were interfering with it!
- If you have access to a different router, whether or not the problem affects that too, or if it's just specific to the Hub One
I don't have anything capable of doing fibre, unfortunately.
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
02-01-2017 12:41 AM - edited 02-01-2017 12:47 AM
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I'm experiencing the exact same issues as the rest of you with the gateway "psb-ir01".
- Make/model of router : Plusnet Hub One
- Firmware/software version (for Hub Ones you can get this by looking at the footer of the router admin pages😞 Software version 4.7.5.1.83.8.226
- What product/speed you have, e.g. Unlimited Fibre 40/2, Unlimited Fibre Extra 80/20 etc. : I honestly cant remember
- Gateway you're connected to: psb-ir01
- What it is you're uploading/what service you're using e.g. iCloud, Dropbox, Google Drive: Youtube, PS4, Anything
- When the problem first started: Since I got it a month or two ago
- If you have access to a different router, whether or not the problem affects that too, or if it's just specific to the Hub One: Not possible
Since upgrading to Fibre it has been a right pain in the backside. I'll contact support tomorrow about it.
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
05-01-2017 8:27 AM
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Same issue here -
Make/model of router : Plusnet Hub One
Software version 4.7.5.1.83.8.226 Last updated 01/10/16
What product/speed you have: 80/20
Gateway you're connected to: psb-ir01
What it is you're uploading/what service you're using e.g. VPN
Since I got it a month or two ago If you have access to a different router, whether or not the problem affects that too, or if it's just specific to the Hub One: Not possible
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
05-01-2017 1:24 PM
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@nickjbyrne wrote:
Same issue here...
Are you sure you're suffering from the same issue? Assuming I'm looking at the correct account, your broadband connection seems pretty stable:
For somebody experiencing this problem, I'd expect to see something more like this (note the disconnections on the 17th):
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
05-01-2017 2:01 PM
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it wasn't happening frequently over Christmas but will soon i think due to my usage pattern. I'll post when the issue happens.
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
05-01-2017 2:14 PM - edited 05-01-2017 2:22 PM
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Thanks. Bit concerning because most reports to date have been from those provisioned on 40/2, not 80/20
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...
05-01-2017 3:05 PM - edited 05-01-2017 3:06 PM
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bobpullen wrote:I can modify a line here in the office to 40/2 and try replicating the issue with a Hub One but it's quite a lot of effort, so want to be sure there are definite commonalities before I do.
One of our test lines has been modified to 40/2 and I'm connected to it using a Hub One (.226 firmware) and a newly created Unlimited Fibre account. It's a wired connection using an up to date Windows 10 box. ECI DSLAM and the line routes via Colindale (PCN).
I have spent the last day or so uploading data to various Cloud locations:
- ~500MB .mov video file to Vimeo
- ~500MB .mov video file to Youtube
- ~4.4GB .iso and 1GB .zip file to Google Drive
- ~1GB .zip file to Amazon Drive
- ~4.4GB .mov file to Microsoft OneDrive
At points, I had three of the above running simultaneously. This has stressed the connection for hours, uploading at the maximum speed and not a single PPP disconnection has been witnessed. Based on my findings, whatever’s happening it seems that it’s not solely down to the router. Having said that, I was using the HTTP interface for each service as opposed to an Android/iOS app or desktop application.
We have a few theories, and we'll continue looking into things, however in the mean time it would be appreciated if those continuing to experience problems can provide us with the information detailed here.
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
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