Upload Cut to 2Mbps?

[#1]

Hi Harry 

Sorry to hijack this thread but I've had a very similar experience.

I was with PlusNet for about a year - having great service and at least 36down / 8up. 

I moved house earlier this year and re-contracted, and although my download is till fine my upload is less then 2mb now. 

Only just noticed when I tried to connect to PS4 shareplay for the first time in a while and it wouldn't work ;-((

Is there any way you can check on my account to see if I've suffered a similar fate to the OP? 

Many thanks

Lex

[#2]

Hi Alex,

Believe that it may be a similar circumstance. I've placed an order to regrade you to 55/10. Are you ok to check back for me on Wednesday? ^MC

[#3]

Thanks Matt

All looks good now. Much appreciated!

Lex

[#4]

Sorry to jump on this one...

@MattyC maybe you can help. I have been a Plusnet customer for many years, with a Fibre connection on 40/20 (around 8Mbps up). In January I upgraded to unlimited while remaining out of contract. At no point was it mentioned that my upload speed would then be capped at 2Mbps. I think this is an error, and strongly feel that as I haven't entered a new contract the original upload speed should still apply, rather than the 'new customer' offer. Are you able to regrade me 55/10?

 thanks in advance.

[#5]

Hi there, I've identified that your circuit should be moved to 55/10. I've just placed a modify order now to regrade your service. Can you let me know how you get on tomorrow?

Thanks.

[#6]

Hi @Anoush,

Thanks very much for the speedy response and reprovisioning. 

I can see from the BT Wholesale Speedtest the change has now been applied to the upload. I've also done some wiring improvements at home which dramatically improved the download IP profile (and I expect it to improve further over the coming days).

It seems that there might be still be a cap in your network layer which is throttling the download to 25Mbps and upload to 2Mbps?

Regards,

Chris

[#7]

No problems. There's no cap that I can see, on the Plusnet systems, however testing your line I'm detecting 2 problems. The first being that the service is banded at 40/2 which explains why you're just getting close to 2 Mbps upload.

Profile Name

0.128M-40M Downstream, Interleaving Low - 0.128M-2M Upstream, Error Protection Off

The second being that there's a possible phone fault identified which may explain why your throughput is low.

Voice Line Test Result

Voice fault suspected - contact Voice CP to progress copper issue

I'd advise to call your phone provider and ask them to perform a line test. If they confirm there's no fault, I'd then advise to wait a couple of days to see if the banding removes itself as the order to regrade the service has only just completed.

Failing this, it's best to raise a fault to us at http://faults.plus.net