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

uk144
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Registered: 06-10-2016

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

Well until I moved to Plusnet i didn't realise that uploading files would cause frequent disconnects to my Fibre broadband. I was with BT and everything was fine and dandy. I use Backblaze to back up my files to the cloud in the background. Never an issue. 

 

Recently my broadband started to disconnect frequently ( every 30 mins or less.) Plusnet looked into it and said that it happened when I was uploading data and therefore to them the problem was sorted. It was as if it was my fault that I was uploading data.

So I regret moving from BT to Plusnet - even if they are the same company. They seem to blame me for the disconnects (maybe it is their upload throttling that is causing the problem?). Plusnet cannot give me a reliable fibre line for me to work from my home anymore - and I am locked in....

 

So be careful if you not only download but also upload....

 

Anyone else has these issues?

 

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

Which package are you on? Unlimited Fibre gives you 2Mbps upload, whereas Unlimited Fibre Extra gives you up to 20Mbps upload.

ghos7
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Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

thats just how fast you upload. even if you had 2mbps it wouldnt disconnect his internet.

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

ghos7
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Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

sounds like you need a new router or you have a fault.

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

The upload sync rate is relevant, which is why I asked.

A similar case was reported by another user recently where it transpired that the router was being sent reset signals by the remote server because it was detecting excessive packet loss.

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


bobminors wrote:

A similar case was reported by another user recently where it transpired that the router was being sent reset signals by the remote server because it was detecting excessive packet loss.


That is an unproven theory, which makes little sense in my opinion. I don't think anyone really knows.

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

 

The router was being sent reset signals from an upstream server. It was recorded in the router's log, which the user posted.

06:25:19, 09 Oct. (392080.880000) PPP LCP Send Termination Request [PPPoE PADT received]

 

Shall we see if @uk144's case is similar, before jumping to conclusions?

uk144
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Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

I got this in my logs- 

 

16:46:55, 15 Oct. (1280148.620000) CWMP: session closed due to error: Could not resolve host
16:46:55, 15 Oct. (1280148.610000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
16:46:55, 15 Oct. (1280148.600000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
16:46:25, 15 Oct. (1280118.350000) CWMP: session closed due to error: Could not resolve host
16:46:25, 15 Oct. (1280118.330000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
16:46:25, 15 Oct. (1280118.330000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
16:46:24, 15 Oct. (1280118.070000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
16:46:24, 15 Oct. (1280117.380000) PPPoE is down after 3 minutes uptime [Disconnected]
16:46:21, 15 Oct. (1280115.100000) PPP LCP Send Termination Request [PPPoE PADT received]
uk144
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Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

Oh I am on  Unlimited 38MB/2MB package.

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

I wasn't questioning that what's happening to both people is similar, it's the theory that it's due to "excessive packet loss" caused by line errors that's doubtful.

If it were a firmware bug with the router, I'd expect it to be more widely reported before now (unless perhaps a recent firmware update has added the bug).

It might be useful to know if both people are connecting to the same part of Plusnet's network.

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


ejs wrote:

I wasn't questioning that what's happening to both people is similar, it's the theory that it's due to "excessive packet loss" caused by line errors that's doubtful.

Ah, okay. I concede that point.

It might be useful to know if both people are connecting to the same part of Plusnet's network.

Yes, good point.

So far, we have similarities in that (1) both users were on 2Mbps upload packages, and (2) their routers were receiving reset commands from upstream (but we don't know why).

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

Let's see if we can reproduce it. I'm on the 40/2 package and I'm using a Hub One router so that's similar to the two cases. I've just started an upload of a large file (645,653,968 bytes) to my Google Drive so I'm pushing 1.9Mbps upstream and at that rate it should take about 45 minutes.

I can see 1.9Mbps going up the WiFi adaptor in Windows, and the router is reporting a difference of 14.6MB in data throughput over a minute, so that's 1.9Mbps too. So I'm definitely sending 1.9Mbps up the line.

Now here's the odd thing: Google Drive is saying currently 21h32m left to go, and rising. So at Google's end, the upload appears to have stalled. The packets aren't getting to Google.

I'll investigate further.

uk144
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Re: Plusnet fibre broadband does not cope with uploads and will disconnect you...

FYI I connect into network at Maidenhead, SL6. Not sure if that helps

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


I'll investigate further.


I'm pushing files up to Google Drive of increasing size until something goes wrong. I've reached 500MB so far and nothing has gone wrong. Certainly, my internet connection hasn't dropped. Of course, it could be Google Drive is more tolerant than the cloud storage sites that other people use, or it could just be that my internet connection is particularly good.

All we can say so far is that PlusNet fibre broadband can handle uploads in general, although it fails in particular instances.

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

FYI I connect into network at Maidenhead, SL6.

It may be more significant to know which gateway you are connected to the internet through. You can check here

For example, I'm currently on pcl-ag03