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Plusnet fibre broadband does not cope with uploads and will disconnect you...

Pro
Posts: 1,177
Thanks: 78
Fixes: 3
Registered: ‎05-04-2009

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

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

Plusnet Fibre (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
Superuser
Superuser
Posts: 8,955
Thanks: 2,135
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Registered: ‎30-07-2007

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

That's probably a Sky HD box with a problem, it's constantly requested an IP address via DHCP

Hooked
Posts: 9
Registered: ‎22-12-2016

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

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]
Hooked
Posts: 9
Registered: ‎22-12-2016

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

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.

Dabbler
Posts: 18
Thanks: 2
Registered: ‎10-12-2016

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

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?

Newbie
Posts: 2
Thanks: 1
Registered: ‎29-12-2016

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

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]
Newbie
Posts: 3
Registered: ‎14-12-2016

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

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.

Community Gaffer
Community Gaffer
Posts: 14,757
Thanks: 2,321
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Registered: ‎04-04-2007

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

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 Smiley

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Newbie
Posts: 2
Thanks: 1
Registered: ‎29-12-2016

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

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

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.

Hooked
Posts: 5
Thanks: 1
Fixes: 1
Registered: ‎02-01-2017

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

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.

Hooked
Posts: 8
Thanks: 1
Registered: ‎02-02-2016

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

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

Community Gaffer
Community Gaffer
Posts: 14,757
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Registered: ‎04-04-2007

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...


@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 ⤵

Hooked
Posts: 8
Thanks: 1
Registered: ‎02-02-2016

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

it wasn't happening frequently over Christmas but will soon i think due to my usage pattern. I'll post when the issue happens.

Community Gaffer
Community Gaffer
Posts: 14,757
Thanks: 2,321
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Registered: ‎04-04-2007

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

Thanks. Bit concerning because most reports to date have been from those provisioned on 40/2, not 80/20 Huh

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Community Gaffer
Community Gaffer
Posts: 14,757
Thanks: 2,321
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Registered: ‎04-04-2007

Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...


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 ⤵