Upload speeds have crashed (and download has slid)
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- Re: Upload speeds have crashed (and download has s...
Upload speeds have crashed (and download has slid)
06-07-2018 11:00 PM - edited 06-07-2018 11:04 PM
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For as long as I've been with Plusnet (a few years now) my download speed has been around 66mbps and my upload speed around 14-15mbps.
For several weeks, my upload speed has barely reached 5mbps, sometime only 4. This is becoming a real problem. I've also noticed my download speeds have likewise dropped to around 55mbps (this really isn't a problem, but still...)
The upload speed is a major pain if you're using something like Onedrive to back up your data. I've tested with several speed test sites (Google, Speedtest, Think Broadband*) and get the same result. Ditto testing with different devices, including an ethernet-connected desktop PC.
Any reasons/ideas you can think of?
Thanks!
*I didn't include BT linetest as it requires Flash. In the past it's never varied from the other tests, and the other tests all give the same result
Re: Upload speeds have crashed (and download has slid)
07-07-2018 2:46 PM
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Hi @Carajp, sorry to hear you're having broadband issues. Can you run through our troubleshooting guides here, let us know how you get on:
If the problem persists feel free to let us know and we can investigate further.
Re: Upload speeds have crashed (and download has slid)
07-07-2018 3:54 PM - edited 07-07-2018 3:55 PM
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1. Dial tone is fine and no audible noise on the line
2. Nothing has changed with wiring but I've checked everything all the same and it's fine
3. Modem is plugged into master socket
That made me think I'd never rebooted the modem itself, so I did.
None of it made any difference
(Ping 10ms Download 57.21 Upload 5.86)
Re: Upload speeds have crashed (and download has slid)
07-07-2018 4:24 PM - edited 07-07-2018 5:57 PM
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..and then, for completeness, I disconnect 3 x Amazon Alexa, 1 x Google Mini, Samsung Smarthub and Philips Hue hub!
And shortly after remembered I could take a speedtest from a built in router function before anything else gets a bite anyway.
Needless to say, nothing changed....
I also tried a different router with exactly the same results.
Re: Upload speeds have crashed (and download has slid)
08-07-2018 2:52 PM
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Hi there and cheers for trying out the troubleshooting that Lee suggested.
I've tested your service and see evidence of the slow upload speed but we don't see any obvious causes for it.
The best thing to do is report a fault over at http://faults.plus.net do drop us a reply back here when you have just so we can follow things up with you.
Adam
Re: Upload speeds have crashed (and download has slid)
08-07-2018 4:03 PM
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Thank you! I have now submitted a fault report.
It's a relief that you can see it too, though. I couldn't think what might have gone wrong internally given the modem is plugged into the master socket.
Re: Upload speeds have crashed (and download has slid)
09-07-2018 11:58 AM
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Re: Upload speeds have crashed (and download has slid)
10-07-2018 1:56 PM
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Since I've been fortunate enough never to have had a problem in all the years since I got fibre, can you outline some kind of timeframe for fault resolution? I just have no idea.
Re: Upload speeds have crashed (and download has slid)
10-07-2018 4:24 PM
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Hi there.
We usually expect a reply from Openreach within 48 hours when we raise an external fault. If you haven't heard anything by Thursday, please let us know and we will chase this up for you.
Re: Upload speeds have crashed (and download has slid)
12-07-2018 5:48 PM - edited 12-07-2018 6:07 PM
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Well, it's Thursday and it's all gone horribly quiet. I haven't heard anything except what was confirmed on the day of the reported fault.
And seriously, it's driving me crazy. Things that got uploaded before I really noticed are really holding me up.
Re: Upload speeds have crashed (and download has slid)
12-07-2018 6:21 PM
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Re: Upload speeds have crashed (and download has slid)
12-07-2018 8:24 PM
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I have responded to the ticket, offering 4 slots.
Beyond next week, I am on holiday for a fortnight. There will be someone in the house much of the time cat-sitting, but I can't expect them to take on this (besides not knowing a router from a microwave oven) so it would have to wait for my return. Which would be very frustrating!
Re: Upload speeds have crashed (and download has slid)
13-07-2018 9:32 AM
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Re: Upload speeds have crashed (and download has slid)
17-07-2018 1:53 PM
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So I replied - days ago. And everything has all gone quiet. Haven't heard back about an engineer visit. Haven't heard back about anything at all.
Re: Upload speeds have crashed (and download has slid)
17-07-2018 2:57 PM
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Hi @Carajp
I have got this booked for you, and I have updated your ticket. You can view the ticket at https://www.plus.net/wizard/?p=view_question&id=178379614
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