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

Community Gaffer
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Registered: ‎04-04-2007

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

AjayMurudkar:  We're looking at what we can do to fix this.  We'll update when we have more info.

Kelly Dorset
Broadband Service Manager
raycrowe
Hooked
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Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

I am still having issues despite trying all the work arounds mentioned on this forum. 4 days ago I was told a fix was imminent? I need to upload videos to Vimeo for my business which is why I upgraded to fibre broadband so I could take advantage of the increased upload speed. Biggest mistake I have made!

tocamak
Newbie
Posts: 4
Registered: ‎09-01-2017

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



Pleased (?) to report that we've managed to replicate this issue now on a couple of test lines in the office, both modified to 40/2, ECI cab using a Hub One running the latest .226 firmware.

The condition was triggered by uploading to OneDrive, Google Drive and/or Amazon Drive via their respective web interfaces.

We're continuing to look into the problem (ref: 96703), however do please continue to provide the info requested here if you've stumbled across this thread and are experiencing the same problem.

 


 

Just wanted to confirm that I've been running on a BT HH5 for nearly a week now and upload has been solid with no disconnections. So it does indeed seem like the problem is the Plusnet router. That's good news, because I suspect it means that a firmware update should fix the problem for everyone once rolled out, without any interaction needed from customers.

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

My problem occurs when trying to upload to Vimeo. If anything, my issue has got worse over the last couple of days. I managed to get to 16% of a 500mb upload last week before being disconnected. Now I cannot get past 4% without disconnection.
Terranova667
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Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...


@tocamak wrote:


Pleased (?) to report that we've managed to replicate this issue now on a couple of test lines in the office, both modified to 40/2, ECI cab using a Hub One running the latest .226 firmware.

The condition was triggered by uploading to OneDrive, Google Drive and/or Amazon Drive via their respective web interfaces.

We're continuing to look into the problem (ref: 96703), however do please continue to provide the info requested here if you've stumbled across this thread and are experiencing the same problem.

 


 

Just wanted to confirm that I've been running on a BT HH5 for nearly a week now and upload has been solid with no disconnections. So it does indeed seem like the problem is the Plusnet router. That's good news, because I suspect it means that a firmware update should fix the problem for everyone once rolled out, without any interaction needed from customers.


Which version of the HH5 are you using there is two the 5A and the 5B the 5A is ECI based which is what the Hub-one is be it just with a plusnet badge the 5B is a Huawei version and considered to have less issues, if it's the 5B your using it wont help in this case.

   

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

I had the same sort of problems and hinted @bobpullen to try another modem (Hub One) but he never responded.

I've been running a seperate modem/router configuration for a few months now without problems, apart from my own tinkering causing downtime with router which is at least a few times a week, but the modem I try not to mess with, which suits my needs having two items over just the one.

DSLAM/MSAN type: BDCM:0xa48c / v0xa48c
Modem/router firmware: AnnexA version - A2pv6C038m.d24j
DSL mode: VDSL2 Profile 17a
Status: Showtime
Uptime: 32 days 16 hours 20 min 47 sec

Previous to that about 56 days which again I reset myself.

aj4m2a
Newbie
Posts: 1
Registered: ‎21-05-2016

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

I reported a problem with my FTTC connection dropping every 5 minutes on Monday and I've just had an email saying:

"Thanks for your patience. I have tested your broadband and can see that you are being affected by an issue with the Hub One when uploading that our products team are currently investigating (PID: 96703) and there is no fault with the broadband service itself. You can follow the progress of this issue here: FTTC Upload issues"

 

Are we likely to be offered any compensation for these problems which appear to be due to a fault in  PN's own router?

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


@bobminors wrote:

When I was posting in this thread back in October I was on the old network and, try as I might, I couldn't reproduce the fault even though I'm using a Hub One and on the 40/2 package.

In the last few days I seem to have been moved onto the new network and I'm now routing through psb-ir02 (be3-3106.psb-ir02.plus.net). If the theory is correct, I should now be able to crash my connection by uploading large files into the cloud. I'm going to try it, but not for a few days.

I've waited 10 days since being connected to ir02 and connection has been stable, no dropouts. I've just tried uploading a large file to Google and ... dropouts.

13:51:53, 20 Jan. (3805240.200000) PPPoE is down after 15203 minutes uptime [Disconnected]
13:51:50, 20 Jan. (3805237.960000) PPP LCP Send Termination Request [PPPoE PADT received]

 

13:52:27, 20 Jan. (3805274.380000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=1999Kbps; SNR Margin Down=12.4dB, Up=20.3dB

 

13:57:58, 20 Jan. (3805605.310000) PPPoE is down after 5 minutes uptime [Disconnected]
13:57:55, 20 Jan. (3805603.050000) PPP LCP Send Termination Request [PPPoE PADT received

 

13:58:32, 20 Jan. (3805639.550000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=1999Kbps; SNR Margin Down=12.4dB, Up=20.3dB

 

I killed the upload at that point and the connection has stayed up. So it's definitely associated with routing through the new network. I'm using the same Hub One with the same firmware (226) as I have been for months and the only thing that's changed is the routing. The last reboot was following a line fault being fixed by OpenReach last month.

12:50:31, 07 Dec. ( 31.370000) System up, firmware version: 4.7.5.1.83.8.226
12:50:15, 07 Dec. ( 16.030000) System start Button press

 

 (edit - added) The connection continued dropping for a while, even though I'd killed the upload.

14:05:04, 20 Jan. (3806031.830000) PPPoE is down after 6 minutes uptime [Disconnected]
14:05:02, 20 Jan. (3806029.650000) PPP LCP Send Termination Request [PPPoE PADT received]

 

14:11:11, 20 Jan. (3806398.890000) PPPoE is down after 5 minutes uptime [Disconnected]
14:11:09, 20 Jan. (3806396.710000) PPP LCP Send Termination Request [PPPoE PADT received

 

14:19:26, 20 Jan. (3806893.860000) PPPoE is down after 7 minutes uptime [Disconnected]
14:19:24, 20 Jan. (3806891.630000) PPP LCP Send Termination Request [PPPoE PADT received]

 

14:25:00, 20 Jan. (3807227.900000) PPPoE is down after 4 minutes uptime [Disconnected]
14:24:58, 20 Jan. (3807225.630000) PPP LCP Send Termination Request [PPPoE PADT received]

 

It's as if the upload packets were being buffered somewhere up the line and were still causing a reaction that was being sent back down. Here's how I'm routed:

 

Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

  1     2 ms     2 ms     1 ms  dsldevice.lan [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *       12 ms  141.hiper04.sheff.dial.plus.net.uk [195.166.143.141]
  4    12 ms    12 ms    12 ms  be3-3106.psb-ir02.plus.net [195.166.143.140]
  5    12 ms    12 ms    12 ms  195.99.125.138
  6    12 ms    13 ms    12 ms  peer1-et-10-1-0.telehouse.ukcore.bt.net [195.99.127.3]
  7    14 ms    13 ms    13 ms  195.99.126.105
  8    14 ms    13 ms    13 ms  108.170.246.225
  9    14 ms    14 ms    14 ms  216.239.58.91
 10    14 ms    14 ms    14 ms  google-public-dns-a.google.com [8.8.8.8]

 

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

Right, I think we might be getting somewhere.

@bobminors@aj4m2a@raycrowe@yasminflower@PKblue & @csjkeir - I've just made some config changes to your devices. Can you let me know if it's helped?

I'm about to leave the office so won't be around much over the next day or two, but will pick up when I'm back in the office next week.

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

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


@bobpullen wrote:

@bobminors@aj4m2a@raycrowe@yasminflower@PKblue & @csjkeir - I've just made some config changes to your devices. Can you let me know if it's helped?

Yes, whatever you did, it worked.

I tested with the same file, going to the same server, that caused the repeated disconnects I posted about yesterday. Today, after your changes, it went up as smooth as silk. I watched it going flat out ~1.9Mbps for about 45 minutes with no disconnects.

Thumbs Up


 

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

Thanks @bobpullen. I've managed to upload my photo library to iCloud without any disconnections so far. Had a random connection drop on Wednesday evening, but the new setting seems to have been a success so far.
racey
Dabbler
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Registered: ‎20-12-2015

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

I'm having frequent dropouts after uploading files to the cloud, too.

Can you please let me know the configuration changes need to prevent this?

tocamak
Newbie
Posts: 4
Registered: ‎09-01-2017

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


@Terranova667 wrote:

@tocamak wrote:


Pleased (?) to report that we've managed to replicate this issue now on a couple of test lines in the office, both modified to 40/2, ECI cab using a Hub One running the latest .226 firmware.

The condition was triggered by uploading to OneDrive, Google Drive and/or Amazon Drive via their respective web interfaces.

We're continuing to look into the problem (ref: 96703), however do please continue to provide the info requested here if you've stumbled across this thread and are experiencing the same problem.

 


 

Just wanted to confirm that I've been running on a BT HH5 for nearly a week now and upload has been solid with no disconnections. So it does indeed seem like the problem is the Plusnet router. That's good news, because I suspect it means that a firmware update should fix the problem for everyone once rolled out, without any interaction needed from customers.


Which version of the HH5 are you using there is two the 5A and the 5B the 5A is ECI based which is what the Hub-one is be it just with a plusnet badge the 5B is a Huawei version and considered to have less issues, if it's the 5B your using it wont help in this case.

   


Good question, and completely my fault for not being specific. I am using the BT HomeHub 5 - Type A (not 5B). I do not experience any instability with this modem/router, but I do with the Plusnet Hub One modem/router.

gerryburne
Newbie
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Registered: ‎21-01-2017

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

I am a total ameteur at blogging but I suffer the same problem of loss of connection and Plusnet tells me that it is caused by uploads jamming my router. So, I ran streaming to my Netflix on TV, my iPlayer on a PC, a different iPlayer channel on my my iPhone, and a radio channel on my internet radio all at the same time without any problem this morning. So, I turned them all off, turned on my iMac, tried to run some music from Spotify and as soon as I tried to listen to it on my internet radio via Spotify connect, the router dropped connection within a minute or two. I was not consciously trying to upload anything at the time.

 

I discussed this with Apple support and long story short of it was they said that the problem was as advised by Plusnet, it was probably caused by my iMac wanting to upload stuff and the router not able to cope when it did this. The only way to stop the iMac from wanting to upload stuff is to to shut it down - sleeping it wont do.

 

I am finding it very frustrating and ridiculous that Plusnet are taking so long to resolve this issue. They offered to send me  a replacement router if I paid for postage and I agreed to to this. It should arrive next week. If that doesn't solve my problem then I think my next step will be to file a complaint with Ofcom.

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

Hey Bob,

 

Been referred to you by others as having the same problem with uploads causing the connection to [-Censored-] out. PN CS not interested in helping - is there something you can do/suggest?

Thanks