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New Full Fiber customer - miserably slow upload speed (0.26Mb)

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ianfbrooks
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New Full Fiber customer - miserably slow upload speed (0.26Mb)

I've just switched to Plusnet on Full Fibre 145 (Plusnet Hub Two Router).  Initial speed tests using the recommended BTW checker show 145 download but a miserably slow upload speed (around 0.2/0.3Mb).  This is a Windows 10 PC directly connected by ethernet.
Plusnet advise me to allow up to 10 days for the connection to settle but at that speed I am simply unable to function on critical applications such as Teams/Zoom etc in the meanwhile.  Notwithstanding, by the time that period elapses I will be out of my cooling off period and stuck with it (no guarantees on upload speed apparently).
The fibre is all brand new btw - only installed by BTO within the last 12mths or so.  I had issues with the (similar) Sky fibre broadband product and their apparent disinterest (which is why I left) but the upload speed was >31Mb.  

33 REPLIES 33
Mustrum
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

@ianfbrooks   can you do the test again, but also click the additional diagnostics, and post the results.

 

The 10 day thing is [-Censored-] you should have decent speeds straight away, unless you happened to be uploading someting in the background or another device.

bobpullen
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

How exactly is your network configured? Looks like you're using additional switches. When running these tests, are they direct to the hub or via the switches? Have you tried swapping the ethernet cable to rule out any issue with that? Have you tried an alternative speedtest? What are the speeds like over Wi-Fi?

We can try running a speedtest across the Wholesale network from here but it would take your connection out for a few minutes?

Bob Pullen
Plusnet Product Team
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ianfbrooks
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

Apologies - not received any notifications of responses.

I would need a 'Service ID' to do that (BTW Additional Diagnostic)?

ianfbrooks
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

I have always had 2 x ethernet 8-port switches simply so that cabled devices can be direct linked and ensure the best speed/security for both those devices as well as ensuring the WiFi is only really used for those devices that need it.  I do have a WiFi range extender/hub at the other end of the house (it did have the same SSID and password when we were with Sky but I've not yet made any changes there as yet so we effectively have 2 different SSID/WiFi access points).

This morning both myself and my wife have had several warning messages pop up on our mobile phones that there is no internet access (goto settings and it's 'no data connection'.  Toggling to the other SSID works almost every time (even though they are clearly using the same internet connection!).  The bedroom TV (wired direct to the plusnet router) has just popped up a similar 'ethernet not connected' message.

Re-running the BTW teste this morning are no better - a couple even showing very low download speeds (zero upload speed).

The ethernet connection to my PC is direct and new - I did that to troubleshoot issues when with Sky (a direct ethernet connection all of a sudden seemed to be a problem for certain websites/cloud accounts - WiFi access was OK).

Given the history with Sky I am wondering if there is something going on in the background - it's a very recent FTTP connection so could there be an infrastructure issue that may be common to both?

If you want to do any tests from your end, please do - ideally contact me on my account phone number if you can?

ianfbrooks
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

Notifications had gone into junk 🙄.  Now resolved 👍

bobpullen
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

Few more questions...

  • Have you tried swapping the ethernet cable to rule out any issue when testing wired directly to the hub?
  • Have you tried an alternative speedtest?
  • What make/model is the Wi-Fi extender/hub and is it wired to the network or connected wirelessly?

If the extender/hub was previous configured for use with another hub then you should definitely fully factory reset it and reconfigure/onboard. The wired TV giving you internet connectivity warnings and the behaviour difference between SSID's makes me mightily suspicious that this device is causing problems.

Are the switches unmanaged?

A speedtest across the Wholesale/Openreach leg of the network is perfectly fine which does kind of suggest your problems may be closer to home.

or_speedtest.png

Bob Pullen
Plusnet Product Team
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ianfbrooks
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

1. Have you tried swapping the ethernet cable to rule out any issue when testing wired directly to the hub

YES

 

2. Have you tried an alternative speed test

I'm using the BTW speed test recommended by Plusnet - I've just used the Which speed test which is broadly the same (see attached) but this is not just about 'stats', my experience is excruciating to say the least - eg I am being plagued with intermittent browser 'This site cannot be reached' and/or 'No Internet' - just replying to you here is took a while to get the page.

 

3. What make/model is the Wi-Fi extender/hub and is it wired to the network or connected wirelessly?

TP-Link - it's connected by ethernet and I have completely disconnected it with no change to speed results or experience.  That TV is ethernet plugged directly to the Plusnet router (so I don't see how that could raises any suspicions?)

 

"......which does kind of suggest your problems may be closer to home"

I have disconnected EVERYTHING (except a direct ethernet connection to PC) and still get the same test outcome/issues.  You may say 'it must be the PC' but don't forget the TV and 2 mobiles independently displaying no data/no internet warnings

Townman
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

FTTP data test speeds not as expected

There have been numerous reports of measured data speeds not fulfilling users' expectations of their shiny new FTTP service. An end-to-end data speed test is a somewhat blunt instrument with which to test the connection speed. In most instances the FTTP service is running at the product's connection speed, but the user's environment or the data speed test service cannot make full use of (saturate) the FTTP connection's bandwidth.

We can no longer have confidence that the cause of slower-than-expected data transfer speed is due to the broadband connection's performance. If there is any doubt that the user's technology, infrastructure or chosen test service cannot make full use of the FTTP link's bandwidth, then a data speed test is likely to deliver misleading results.

Here are a few things to consider / investigate...

  1. Is the ethernet cable between the router and the ONT (Optical Network Terminator) CAT5e or better?
    CAT5 or below will not transfer data faster than 100mbps thus a simple cable could be the cause of slow data speeds. The ethernet link rate between hub and ONT can be observed in the Hub Two GUI under 'Status'. This is a good indicator of router <> ONT cable function.
     
  2. Is the device on which the data speed test is being run connected over (CAT5e) ethernet cable (not WiFi)?
    A device connected over 2.4GHz WiFi absolutely will not get anywhere close to 300mbps. It will typically be less than 100mbps. Typical 'good' 5GHz performance using the Hub Two is likely to be below 500mbps and will get lower the further away the device is from the router. More optimal Wi-Fi performance is possible but involves sourcing your own third-party equipment that is capable of the newer standards. Also Wi-Fi performance is equally dependent on the type of device and the age of its technology standards. Some older devices do not support 5GHz, even the most recent smartphones only have a 2x2 antenna array, which limits the number of concurrent Wi-Fi streams. The Plusnet Hub Two can use more streams (go faster), but most types of device cannot.
     
  3. Is the device on which the data speed test is being run connected over (CAT5e) ethernet cable with no intermediary devices (like Powerline adapters, switches and physical ports) on the LAN side?
    Irrespective of cabling, if there is a 10/100 ethernet switch in the chain then it is going to bottleneck things. Similarly Powerline adapters are highly unlikely to be able to pull anywhere close to 300mbps through electrical wiring. Many Powerline adapters that are rated at e.g. 500mbps, actually have only 10/100 ethernet ports which means the advertised speeds are near fiction.
     
  4. There are no other devices active on the network at the time of the test.
    Other concurrent use of the network will reduce the bandwidth available for the data speed test, thus delivering a misleading result.
     
  5. If on a static IP or using the Plusnet firewall (configured in the user portal) has the Plusnet IP profile updated?
    Data speed tests performed soon after the service has been connected (but before Plusnet's systems have updated) might be constrained by the account's line speed profile. Disconnect the router from the ONT, wait a short while, reconnect then check that the Current Line Speed (Download) reported in PN Broadband Status reflects the FTTP product's profile.
     
  6. If using a third party router ensure that QoS (Quality of Service) and other traffic shaping tools are disabled.
    QoS and other tools have been seen to cause havoc with attempting to saturate FTTP links. Prioritisation and QoS features are very processor intensive and can (probably will) significantly bottleneck speeds.
     
  7. Is the test device configured to use any VPN or corporate intranet connection?
    VPNs and corporate intranets can also be potential bottlenecks.
     
  8. Is the data speed test device capable of moving the data at FTTP speeds?
    Some kit simply does not have the power to make full use of FTTP connection speeds. Whilst undertaking data speed tests, if running on MS Windows, use Task Manager's performance tab to check throughput limitations do not arise from...
    • CPU performance
    • Disk read/write speeds - FTTP will easily outpace a 5400 rpm disk
    • Memory utilisation - the data has to go somewhere!
    • Network performance - unless the machine is reasonably new, the ethernet port will be limited to 100mbps!!
       
  9. Speed test service
    Not all speed test services are dependable nor consistent, so run some comparable tests on different speed test services, at different times of day and night (both on and off-peak) where possible. The following are good points of reference.

Please check out the above factors, to ensure that the perceived data speed is not compromised by some other factor limiting the data throughput-speed of your full-fibre FTTP.

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

ianfbrooks
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

Clicking on 'Reply' initially returned a 'No Internet' page for this forum btw (see screenshot).  Following the troubleshooting link returns a 'DNS error' diagnosis (see screenshot).

1. Is the ethernet cable between the router and the ONT (Optical Network Terminator) CAT5e or better?

Yes (and changed twice during troubleshooting)

2. Is the device on which the data speed test is being run connected over (CAT5e) ethernet cable (not WiFi)?

Yes

3. Is the device on which the data speed test is being run connected over (CAT5e) ethernet cable with no intermediary devices (like Powerline adapters, switches and physical ports) on the LAN side?

Yes

4. There are no other devices active on the network at the time of the test.

I have disconnected everything - no change to test.

5. If on a static IP or using the Plusnet firewall (configured in the user portal) has the Plusnet IP profile updated?

No idea tbh - but all Plusnet tests passed apparently

6. If using a third party router......

n/a

7. Is the test device configured to use any VPN or corporate intranet connection?

No

8. Is the data speed test device capable of moving the data at FTTP speeds?

I've just moved from Sky with upload speeds of >32Mb so I don't see as relevant

9. Speed test service

I have also tried a different speed test service (Which - see attached) with similar results

You are also forgetting that other devices are also reporting no data connection/internet (2 mobiles and a TV plugged directly into the Plusnet router). 

A test I had not tried - BTW speedtest same PC but ethernet cable unplugged (and why would I tbh when wired is 'king') - look what it returned (Download: 47.49, Upload: 31.86!).  What on earth is going on here!!

MisterW
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

A test I had not tried - BTW speedtest same PC but ethernet cable unplugged (and why would I tbh when wired is 'king') - look what it returned (Download: 47.49, Upload: 31.86!).  What on earth is going on here!!

That's interesting, are both the wired & wireless adapters set to 'Obtain an IP address automatically' ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

bill888
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

fwiw, perhaps the Plusnet hub is faulty?   

Does the Hub show that it is signed in with your plusnet username, or is it using setup@plusdsl.net ?

Try factory resetting the Hub Two.

If issue persists and you don't have another spare router which supports PPPoE, consider connecting an ethernet wired PC direct to the ONT, and perform a speed test.

There are instructions online for configuring PPPoE connection over ethernet for Microsoft Windows and linux.

ex-Plusnet (ADSL, FTTC) 2008-2023. now BT (FTTP) 2023-
ianfbrooks
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

I've just found that the TP-Link 300M Wireless N Access Point has the same IP address as the Plusnet router (192.168.1.254)!  I've simply turned the access point off for the mo - the 'no internet' and 'page cannot be reached' issues seem to be resolved.  Does the Plusnet router support Dynamic IP Address (or how else might I simply resolve that (now) obvious conflict)?

Upload speed remains a glacial 0.26Mb so I suspect more than one thing was going on here and confusing the issue.

Townman
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Re: New Full Fiber customer - miserably slow upload speed (0.26Mb)

You have illustrated well the potential issues of complex networks - made the same mistakes myself.

All devices should be configured to get their addresses via DHCP served by the router.  Unless you know exactly what you are doing in complex networks, the possibilities of address conflicts (as you have just reported) can make issue diagnostics VERY complicated.

In situations such as this, you should turn everything off except the router and the test reference device, with only the test device connected to the router.  Then revisit all of the guidance offered before.

Does the network connection information in the router confirm that the ethernet connected device is running at 1Gbps?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.