Upgraded from Fibre 500 to 900 and upload speed is unchanged

[#1]

Thanks!!! 🤗 x

I'll give it a go....

[#2]

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@Townman wrote:

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@bobpullen 

Could these be reoccurrences of the idiosyncratic circumstances where what's in the tin is not the same as the label on the tin, thereby causing support to think that all is OK ... when it is not?  It has been a while since the need to change product and reset back to the required product to get the right build has been discussed.  Was that ever resolved ... or is it still out there like an abandoned mine field ?

See also - https://community.plus.net/t5/Full-Fibre/Significant-drop-in-speed/m-p/2036107#M29616

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I can't recall any definitive resolution. We could of course try the regrade 'hack' on @Nicky1's line however, we'd have to go down for a day or two before going back up. 

[#3]

Just to confirm... The "hack" is that I ask customer service put my line speed back down to 500/75, then call them again a few days later to it back to 900/115 in the hopes it "clicks in" properly.

Obviously having explained that I gather it's fixed the problem for other people so they don't think that I'm completely mad! 🤪

[#4]

Okay - So now I'm pretty blooming exasperated... 😡

Just got off the phone with Plusnet, and whilst I can't fault the lady I spoke to for effort and taking the time to speak to her manager and even to have a look at this forum.

The bottom line is - Plusnet absolutely refuses to do anything about it as there is no upload speed guarentee, so they will not even try a "fix" which apparently worked for other customers.... 😠 I mean [-Censored-]!!!!!!!!!!!!

No matter how politely I ask - reprovisioning my line back down to 500/75 then putting it back up to 900/115 a few days later, even just to see if it makes any difference, is apparently too much to ask for!

Honestly, I may not be an engineer - but given my upload speed didn't change AT ALL with the upgrade in my plan, tells me that something isn't right.

If it had increased just a bit, I'd at least know that my line's been correctly provisioned for a higher speed...

It'd be nice if somebody (anybody!) at Plusnet would actually take ownership of an issue which clearly isn't unique to me, so that when I call I don't have to start again from "Have you switched everything off and on again dear..?" 🥴

Anyone got any ideas where I go from here?

[#5]

@Nicky1 

Part of the issue here is that the CSC folks are first line support.  Bob is way above that and knows lots of wicked stuff!!

@bobpullen 

Thank for the response.  It could appear that the front line is disinclined to attempt this for in part understandable reasons: if they are not aware of the background then they’ll not be inclined to follow an unknown path; there’s also the cost to consider.

However, in respect of the claim that upload is not guaranteed … does that actually apply to FTTP?  Unlike xDSL, FTTP does not have the vagaries of copper circuits; sync speed should be what it’s provisioned at.  Throughput speed is what it’s going to be, dependent on the end systems’ capacity and capability.

Is there room for movement here?  How might one find out if the various tests have been run to verify circuit sync speed?  There is the possibility that the user’s systems cannot push more upload than their previous product, but zero change does seem suspicious.

[#6]

@Nicky1 

For the avoidance of doubt and confusion, can you please affirm that you are not the same person having a similar username with a similar problem (but with down load) in the same timeframe here … https://community.plus.net/t5/Full-Fibre/Full-Fibre-500-to-900/m-p/2023359#M28525

[#7]

Thanks for your reply 😊

No the other user isn't me!!! Just a coincidence...

I think to get any chance of a resolution to my upload speed issue I'm going to have to raise this to a formal complaint. As I'm just going around in pointless circles when calling the customer service number. With this in mind I'm drafting a letter.

Up until now I've been a very happy Plusnet customer - but frankly they've really dropped the ball on this one, by being so unwilling to accept that there probably is an issue and investigate it properly. 

But given that they've just tied me into a 24 month contract - I'm not going to just let it go, as frankly I feel like I'm only getting half the service which I'm paying for!

[#8]

Just sent my formal complaint letter by registed post - I'll update when I get a response...

[#9]

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@Nicky1 wrote:

... I'm just going around in pointless circles when calling the customer service number. With this in mind I'm drafting a letter.

Up until now I've been a very happy Plusnet customer - but frankly they've really dropped the ball on this one, by being so unwilling to accept that there probably is an issue and investigate it properly. 

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I would suggest that the jury is still out on the probability of there being an issue with the service.  There remains room for other causes, but without an objective investigation, then the possibility of an issue with the configuration should not be ignored.

What is disappointing is that your narrative of your experience does not indicate support's measurement of the service characteristics - what do the systems suggest the upload service is running at as opposed to what you can measure and what it is provisioned as.  The narrative suggests that the "upload is not guarrenteed" mantra has been used to not examine the experience in any detail.

@bobpullen / @Marsh 

Are there tests available to first line CSC staff which can verify the service sync speeds please?  If the service upload sync speed is what it should be, are there any over infrastructure constraints which might limit the upload speed?

[#10]

@Nicky1 

OK for the avoidance of doubt, I have reviewed the thread.  I did not find clarity of your reference test environment:

1. What device are you uploading from?
2. How does it connect to the router?
3. If using an ethernet cable... (oh scrap that question - the download would indicate that the NIC and cable are 1Gb capable!)
4. How are you measuring the upload?

It would be interesting to observe Task Manager's view of the network performance during an upload test.  If that shows higher speeds than the test results, that would prove that your kit can indeed shift the data faster that it is being uploaded.

My niggling fear here is the potential possibility that your kit cannot shift data any faster than the old uplink speed.  No possibility should be ruled out until refuted with objective evidence.

Addressing FTTP speed issues using the Hub2 is deeply frustrating as there are no mechanisms available to users to inspect the actual link speed.  All that one can do is infer what the middle bit is doing between the test device and the test service end parts, each of which has the potential for their own villainy!

[#11]

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@Townman wrote:

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@bobpullen / @Marsh 

Are there tests available to first line CSC staff which can verify the service sync speeds please?  If the service upload sync speed is what it should be, are there any over infrastructure constraints which might limit the upload speed?

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Some of the provisioned profiles etc. are visible (show correctly) however, there's isn't really any concept of sync speed where fibre optic/light is concerned. It's all going full thottle with limits applied out in the network/software. Frontline are somewhat limited in their testing capability once the obvious things have been checked. 

However, in respect of the claim that upload is not guaranteed … does that actually apply to FTTP?  Unlike xDSL, FTTP does not have the vagaries of copper circuits; sync speed should be what it’s provisioned at.

I suspect the stance is largely born from the Ofcom Speed Code of Practice - which only seems to concern itself with download speeds 🤷

@Nicky1 - I recognise that you've had the problem for a while and you may well have previously tried, but I wonder if it's worth you powering both your Openreach ONT and the hub off for a short period of time, before powering everything back up and revisiting the situation? I only say this because I notice your circuit has been up for approaching 3 weeks without any interruption. Might be due a 'jumpstart' 🤔

If that doesn't work, then I don't mind trying the regrade song and dance if you feel you've exhausted all other avenues.

[#12]

Hi,

I'm using an Apple M1 (2021) iMac, plugged into the Plusnet Hub two router via a Cat 8 ethernet cable.

Also I have an Apple M1 (2020) MacBook Air, usually WiFi (so, yes slower!) but when it's on my desk it's also plugged into the router via a second Cat 8 ethernet cable and Blekin USB-C to 2.5Gb ethernet adapter.

A family members Apple M4 (2024) MacBook Pro has also been used with the same conection as my Air - and that also had the same upload speed when tested.

As far as speed testing goes - I think I must have tried just about every UK broadband test site there is!! Multiple times.

I've also testing using Safari, Chrome and Firefox browsers.

Both my Macs are running the latest version of macOS (Tahoe 26.2)

I disable iCloud Private Relay for speed tests, and obviously I make sure my VPN is not active.

So I honestly don't think it's likely to be an equipment issue!

In my complaint letter I'm asking Plusnet to treat it as a formal fault and not a performance enquiry, and to escalate the issue to Openreach for an investigation of the upstream profile. To confirm the actual upstream rate limit applied to my circuit and to provide the Openreach product code and IP profile details for my line.

Plusnet will receive my letter tomorrow.

[#13]

Hi 😊

Okay - I'll power everything down for a bit and have a cup of tea!

..and I'll let you know if there's any change when I'm back online......

Many thanks 🙏 x

[#14]

Hi Bob Pullen,

I've just given everything a restart - and using speedtest.net I'm getting 841Mbps download & 70Mbps upload... So no change.

I certainly think that the "regrade song and dance" is probably well worth a go...

But - as I've just fired off my complaint letter!!!!! 😂 Perhaps we should wait and see what develops, before changing anything and causing confusion!

My letter was very polite so shouldn't upset anyone 😆 I'm just asking them to properly investigate the issue.

I'll update just as soon as I have a response...

And thank you very much for your help and taking an interest in my issue - it is much appreciated.

x

[#15]

@Nicky1 - OK, no worries - I'll stand down for now. You know where I am 🙂