Falling upload speeds

[#1]

Hello,

I'm a returnee to Plusnet (this account is actually connected to my old ADSL account, but the new one doesn't seem to be able activate community account - I had to use a second e-mail address, and no verification e-mail is coming through, etc), but in the over 6 months I've been on Plusnet FTTC, upload speeds have never sustained. After a reset the upload speed will get close to 5Mbps, but after hours or days it falls, often to below 1Mbps.

I've tried calling Openreach out to look at the line in the past, but they never found anything. Tests via the test socket, etc. Please advise (I can inform staff of my new account, which is not connected to this community account).

Many thanks.

[#2]

@sings If you can provide the results of : BT Broadband (hiding your telephone number) and the 'Additional Diagnostics' report from: BTW Performance Tester , we may be able to advise.

[#3]

---

@sings wrote:

Hello,

I'm a returnee to Plusnet (this account is actually connected to my old ADSL account, but the new one doesn't seem to be able activate community account - I had to use a second e-mail address, and no verification e-mail is coming

---

If you PM me your other account name I can verify it for you. There is an issue with community mails.

[#4]

@sings  I would be interested in how  managed to contact Openreach because they do not deal with the public, all faults have to be reported via your ISP i.e. Plusnet.

Can't help you with the account problem, you need staff help on that.

[#5]

I've listed the broadband checker results below. I can't do the second test currently as I'm not at the property, but speeds have typically been in line with the results here (I might lose a few Mbps on download, but that's less important to me than upload).

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback
Threshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in Jumper
High Low High Low
VDSL Range A (Clean) help 56.5 41.1 9.8 6.9 35 Available Available --
VDSL Range B (Impacted) help 54.9 35 9.5 6.3 31.3 Available Available --
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process
FTTP on Demand 330 50 -- Available --
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date Left in Jumper
WBC ADSL 2+ Up to 17 -- 10 to 19.5 Available --
WBC ADSL2+ Annex M Up to 17 Up to 1.5 10 to 19.5 Available --
ADSL Max Up to 7.5 -- 6.5 to 8 Available --
WBC Fixed Rate 2 -- -- Available --
Fixed Rate 2 -- -- Available --
SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL Availability Date Left in Jumper
WBC SOADSL 2+ Up to 17 -- 10 to 19.5 -- --
SOADSL Max Up to 7.5 -- 10 to 19.5 -- --
SOADSL Fixed Rate Up to 2 -- 6.5 to 8 -- --
Observed Speeds VDSL ADSL
Max Observed Downstream Speed 41.55 14.53
Max Observed Upstream Speed 0.49 1.2
Observed Date 2022-05-26 2020-04-11
Other Offerings Availability Date
VDSL Multicast Available
ADSL Multicast Available
Premise Environment Status
Bridge Tap N
VRI N
NTE FacePlate N
Last Test Date 15-05-2022
Exchange Product Restrictions Status
FTTP Priority Exchange N
WLR Withdrawal N
SOADSL Restriction Y

As you can see, compared to the impacted upstream line rate lower bound of 6.3Mbps, the Max Observed Upstream Speed I'm getting on VDSL is nowhere near, at 0.49 Mbps. In fact, it's lower than when I was on ADSL (the snapshot from 2020 shows I got 1.2Mbps back then).

My observation is that the close-to-normal speeds I get immediately after a reset fall soon afterwards, and the Hub One stats show the noise margin gets raised to around 9db.

I hope this helps. Many thanks.

[#6]

It helps to show there is a problem, somewhere - but as I'm not a network expert/BT engineer, I don't know where. A pity you can't do a current speed test, but at least this shows you have a problem.

[#7]

And here is my Hub One stats, before and after resetting. The after figures are what I would ideally retain (even if technically the upload speed is still below the expected impacted figure), but they never stay up.

Before reeset:
1. Product name: Plusnet Hub
2. Serial number: [---]
3. Firmware version: Software version 4.7.5.1.83.8.289.1.3 Last updated 30/11/21
4. Board version: Plusnet Hub One
5. DSL uptime: 5 days, 02:24:36
6. Data rate: 493 / 39950
7. Maximum data rate: 831 / 42291
8. Noise margin: 11.6 / 3.6
9. Line attenuation: 22.8 / 21.6
10. Signal attenuation: 8.9 / 19.3
11. Data sent/received: 2.7 GB / 21.7 GB
12. Broadband username: [---]
13. 2.4 GHz Wireless network/SSID: [---]
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: [---]
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: [---]
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

After reset:
1. Product name: Plusnet Hub
2. Serial number: [---]
3. Firmware version: Software version 4.7.5.1.83.8.289.1.3 Last updated 30/11/21
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 00:01:48
6. Data rate: 5509 / 39950
7. Maximum data rate: 5879 / 42285
8. Noise margin: 6.0 / 3.7
9. Line attenuation: 22.9 / 21.3
10. Signal attenuation: 22.9 / 19.0
11. Data sent/received: 2.7 GB / 21.7 GB
12. Broadband username: [---]
13. 2.4 GHz Wireless network/SSID: [---]
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: [---]
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: [---]
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

(Additional note - I tried to post this twice, but it keeps getting deleted. Hopefully it gets through now.)

[#8]

Moderators Note

Post released from the automated spam filter.

also @sings your other account is validated 

[#9]

@sings One thing that shouts at me from those Stats - you are supposedly on 40/10 Fibre, but modulation suggests you are on ADSL - this mismatch certainly won't be helping.

[#10]

Scrub that last reply - I got my '3's and '5's mixed - your modulation is correct, so something else is at play here.

[#11]

Welcome back @sings

I'm really sorry to see your upload speed is slow. I've tested your line tonight and the tests aren't showing the cause for that, so I'd like to arrange for Openreach to visit you. As you may already be aware, the engineers work weekdays 8am to 1pm, or 1pm to 6pm (with occasionally the possibility of Saturday timeslots).

Are there any dates which fit these timeslots when you'd be available? 

[#12]

Hi Gandalf, thanks for looking into this. Just to be clear, my current FTTC account is connected to the community account 'Sings2'. But I can't post from that one yet as it says it needs to verify my e-mail, yet no verification is being received. I switched my e-mail address for this 'Sings' account to another address, to free up my main e-mail address to attach to Sings2 (as these forums don't seem to allow two accounts to use the same e-mail address). Maybe that's an issue, but in any case, I can't post from Sings2.

Hopefully this makes sense and you've been able to look at the right line (the original Sings account was ADSL and defunct, although it would have been the same line and phone number of course).

Times next week after the bank holidays, Monday to Thursday would work. We can discuss by personal message. Thanks.

[#13]

No worries and yup I've found your new broadband account from your 2nd Community Forum profile. Forum profiles aren't actually linked to broadband accounts in any way, so you didn't have to create a second one, but not to worry. 

We've got our own ways of finding accounts through the email address or IP address you've last logged on with. We can also save the account reference in our internal response system we use to post to the Community. 

I've arranged an Openreach engineer visit for 06/06/2022 between 8am and 1pm to investigate further. We'll follow things up with you via the support ticket I've created Here, but feel free to let me know here with how it goes.

@dvorak, could you manually verify the new profile? From what I can see it's showing as unverified. 

[#14]

Many thanks for setting this up. I'll update this if anything notable happens.

[#15]

---

@Gandalf wrote:

@dvorak, could you manually verify the new profile? From what I can see it's showing as unverified. 

---

Done, although very sure I’d already done it.