Upload speed artificially cut by PN

[#1]

@HarryB  As requested, I power cycled the openreach modem a few moments ago and ran BT wholesale speed test.  

IP profile reports 38.71 mb down, 10mb up.  (yes, 10mb, not 2mb)

Speedtests report around 38mb down, 1.8mb up.

I pulled this from the HG612 modem:

Max: Upstream rate = 18165 Kbps, Downstream rate = 53356 Kbps
Bearer: 0, Upstream rate = 1999 Kbps, Downstream rate = 39998 Kbps

Mode: VDSL2 Annex B
VDSL2 Profile: Profile 17a

Down Up
SNR (dB): 10.1 20.6
Attn(dB): 19.0 0.0

I was previously getting 56mb and 16mb when on 80/20 profile.

I will report back tomorrow morning if anything changes overnight. 

[#2]

@psings - Unfortunately still no updates yet having first been promised a resolution by a manager I spoke to on Monday followed by promise of investigation and updates provided to myself by the end of the day yesterday by the manager I spoke to yesterday.

I've sent an email to both of them chasing this matter up and if I've not had a response in the next few hours, I will be contacting our suppliers again.

15 minutes after typing out the above, I tried again to show someone the error I was receiving and it has allowed me to place the order. Hopefully we should have your upload speed back by tomorrow. Due to the estimates for your line, I've not been able to put you on 55/10(As the top end download speed is 29.9), however I have made sure you're going on to 40/10.

@bill888 - It's looking like a bit of a strange one. You seem to have a 55/10 asset, with a 40/2 sync and a profile that should only be attainable on an 80/20 connection...

I've discussed this with a colleague and although we can see the drops, we're not sure the amount of downtime would have caused the re-sync we were hoping for.

Could you unplug the modem for around 20-30 minutes please.

[#3]

@HarryB  ok, I'll try and switch off the modem for half an hour within next few hours and report back.

Here's the bizarre 10mbps upstream IP profile from wholesale tester.  Looks like a 40/10 profile ?

[#4]

@HarryB Switched off modem for 25 minutes.

Sadly no change.  Speed tests returning around 36.5mb/1.7mb.

Max: Upstream rate = 18097 Kbps, Downstream rate = 53994 Kbps
Bearer: 0, Upstream rate = 1999 Kbps, Downstream rate = 39998 Kbps

Link Power State: L0
Mode: VDSL2 Annex B
VDSL2 Profile: Profile 17a
TPS-TC: PTM Mode(0x0)
Trellis: U:ON /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 9.8 20.4
Attn(dB): 19.1 0.0
Pwr(dBm): 13.7 6.2

I've also tried swapping the Huawei modem for an ECI modem.  Speed test returned around 38/1.89 mbps.

Update (3pm):  BT wholesale tester still reporting 38.71mbps IP profile downstream and unusual 10mbps IP profile on upstream.

[#5]

Unfortunately at this stage we may need to raise a fault and get an engineer out to reset it as the actual asset with BT Wholesale is definitely provisioned on 55/10

If you'd like to leave this until tomorrow, I'll see if I can get anything sorted via an e-chat with our suppliers tomorrow, however if they can't do anything from their side, we'll have to proceed with raising a fault.

[#6]

@HarryB Thanks for the update.  

The apparent mismatch between the line sync speed and IP profile on the upstream does seem to suggest something has gone pear shaped somewhere   

[#7]

Would placing an order to provision 80/20 and when that completes an order for 55/10 put things back to where they should be?

[#8]

Hi @HarryB, it appears the upload speeds are back to how they were before - many thanks for your brilliant support with this one...

I just wish the many people I spoke to on the phone were as helpful as you in the first place!

@bill888 - hopefully BTW will resolve your issue soon!

[#9]

@HarryB fyi, just noticed my connection dropped momentarily at 10am while I was browsing the web.

HG612 modem now reporting:

Max: Upstream rate = 18097 Kbps, Downstream rate = 53808 Kbps
Bearer: 0, Upstream rate = 9999 Kbps, Downstream rate = 39998 Kbps

Speed test reporting about 37mb down, 8.95mb up.

BT wholesale tester reporting IP profile: 38.72 & 10 mbps.

I'm assuming someone is working on the problem as I type....

Getting closer to 55/10...

[#10]

@bill888 - That does seem quite odd.

Further to this, testing your connection is now returning a fault, along with the new 40/10 sync speeds.

The good news (At the moment) is that the test result is currently indicating no appointment should be required.

I'll get this raised with our suppliers and hopefully we can continue with the improvement and get the download speeds where they should be.

@psings - Glad to hear that's sorted. Thanks for letting me know.

[#11]

Struggling here as well. Upload speed dropped to under 2mbps a couple of weeks ago. Assumed it was part of the maintenance that was going on even though it was out of our area. when it didn't resolve I placed a fault report, which came back as no faults on the line. We are also not in an area under the MBORC announcement. I have since contacted support again (on Tuesday) who placed  a "modify order" on my account, and asked us to reboot in 24/48 hours (which we have done). 

I'm on PlusNet Unlimited Fibre 76/20. Yet the speedtests are coming back with upload all under 2. Our line is capable of up to 16, and we were getting towards this most of the time for the last 3 years - nothing has changed our end afaik! 

Any help? Just hanging around in the queue for online help. 

[#12]

Can you post the IP profile figures returned from the 'Further Diagnostics' test, when you run the BT wholesale performance tester?

speedtest.btwholesale.com

[#13]

@HarryB Just to let you know an Openreach engineer phoned.  To cut a long story short, he said he'd go away and disconnect me for about 10 minutes while he check the speed at source (cabinet?).  

Later he turned up at my front door to ask if everything was okay.  He said as soon as he did a 'port reset', the speed jumped up to to 54+ mbps. 

Max: Upstream rate = 18119 Kbps, Downstream rate = 54120 Kbps
Bearer: 0, Upstream rate = 9999 Kbps, Downstream rate = 54124 Kbps

Mode: VDSL2 Annex B
VDSL2 Profile: Profile 17a

Down Up
SNR (dB): 6.3 11.9

Speed tests returning 50.9mbps / 9.28 mbps at the moment.

All fixed. Thank you very much for your help.

[#14]

@bill888 - Glad to hear that's sorted now. Thanks for letting us know.

@sas2506 - Sorry to see you seem to be experiencing a similar problem, I understand our faults team are looking in to this for you.

[#15]

Hi @HarryB 

I have had the exact same problem with being an existing customer for years and recently renewing my 55/10 and receiving notification order I am being dropped to 2mb upload .  I have posted this elsewhere but have tagged onto end off this one as this customer @bill888 had the same issue that was resolved by you :).

I see this has happend to quite a few with autoswitching after renewal.

Hope you can help.

Thanks in Advance.

Just12310