Upgraded from Fibre 500 to 900 and upload speed is unchanged

[#1]

Thank you! 😁

My letter was acknowledged today - and they've opened a new question to "track an issue on my account"...!

So let's see if they dig a bit deeper and can solve the problem 🤞

With a little luck someone will read this thread for the potential solution! 😂

I'll keep you posted...

Thanks again, Nicky 😊 x

[#2]

Okay...

So I've had a call from a engineer last week, and they've tried changing my provisioned upstream speed to see if it makes any difference.

..and sadly no - it didn't work! 🥴

So I now have an Openreach engineer booked next week.

I have to say that it's mildly amused me how it's gone from, "We can't possibly do anything as you don't have a problem" to, "We'll start by trying this "fix" which sometimes solves the problem, and if that doesn't work you'll need an Openreach engineer!"

I'm much happier that now Plusnet have at least acknowledged that there is an issue and are making an effort to fix it! 😊

I'll update when Openreach have had a go - and hopefully are able to resolve the issue... 🤞

[#3]

It would be good if the engineer “fixes” it if you can extract details of the actual cause from them.

Sadly all too often the fix “I hit it with a big hammer does not always identify the source of the issue “the thingamejig was stuck”.  Knowing the source of the issue provides a goto point for the next time the symptoms are experienced.

Delighted you have meaningful progress.  The change here is one of from “I cannot see a resolution of this issue … which might be excused because there’s no assurance for upload speeds…” to one of “this does not look right and we need to understand why”.

[#4 · Accepted solution]

Fixed! 😁

Openreach engineer came this afternoon and replaced my ONT box - which has resolved the slow upload speed issue.

Old ONT upload speed: ~70 Mbps

New ONT upload speed: ~109 Mbps 

Download speed as before: ~880 Mbps

Huge thank you to everyone for your responses and suggestions...

😘 xxx

[#5]

Thanks for coming back to the community and letting us know this is now resolved @Nicky1. 

Katie

[#6]

Openreach engineer came this afternoon and replaced my ONT box - which has resolved the slow upload speed issue.

Strange, I wouldnt have thought a a faulty ONT would cause that sort of problem ?

I wonder if in fact the re-provisioning of the circuit, which would have been required for the new ONT serial no, was what actually fixed it.

@Nicky1 glad it was sorted for you.

[#7]

Doubt it was a faulty ONT. The new ONT will have needed to have been registered with the OLT out on the network. Like @MisterW, I suspect it's the act of provisioning the replacement unit that kicked things into life.

[#8]

The actual technical details are above my head!

...all I know is that an Openreach engineer turned up yesterday, replaced the little plastic box on the wall and made a phone call, after which everything magically works as advertised!! 🤣

Happy customer again 😁 (Though it would have been quite nice if I hadn't needed to send a complaint letter to get it fixed! 🥴)