New router slow upload sync

[#1]

Hi all, I've recently extended my contract and as part of this elected to have a new router. All is working as expected except I've got very slow upload sync (800kbs). When I've done the BT wholesale test, it is showing that the IP profile for the uploads is 20Mbs and while I've never achieved anything like this in the past, its usually been around 12-15Mbs, so 800kbs is a bit of a shock.

When I've checked the router status, it is showing upload sync as 800kbs.

Is this because of the new router or will a DLM reset assist?

P.S - Upload speeds are fine.

[#2]

@Scott6488 

"P.S - Upload speeds are fine."

Did you mean to say download speeds are fine? If not, then I'm confused.

[#3]

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@Scott6488 wrote:

... I've recently extended my contract and as part of this elected to have a new router.

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Did you just 'extend' your contract, or did you also move from FTTC to SoGEA (i.e. opted to abandon your landline phone) ?

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@Scott6488 wrote:

Is this because of the new router ... ?

What happens if you put the previous router back ? - does your upstream revert to what it was before ?

If the older router works as it used to, then the new router is likely to be faulty, otherwise you have a line fault.

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@Scott6488 wrote:

will a DLM reset assist?

No

It might be worth running the Plusnet Broadband fault detector, to see if that can identify any issues

[#4]

Apologies, yes, download speeds appear to be fine

[#5]

Hi PlanetX, in answer to your questions:

I've just extended the contract so as far as I am aware, my package is showing as unlimited fibre.

I haven't tried to put the old router back in yet, I guess that will be my next move.

[#6]

I've quickly swapped over to the old router and the problem is the same. When looking at the sync speed on the router it is showing 800kbs and getting speeds of around 600kbs.

[#7]

Try plugging either router in to the master phone socket's hidden "TEST" connector, and see if that makes a difference.

To access your "TEST socket", watch this video for instructions - YouTube : How to Connect into the Master Test Socket 

[#8]

I've used your advise and contacted Plusnet using their text service. An engineer is booked for Saturday after trying a number of things with an agent. Thanks for the assistance.

[#9]

Let us know what the engineer fixes, so we can help the next person with this issue.

Good luck for Saturday !

[#10]

Will do, thanks again.

[#11]

So the engineer has just been, did more or less the same testing I have done and said it isn't something within the house that is causing the problem. Says its strange that we are getting 40mb+ on downloads but only 700kbs on uploads

[#12 · Accepted solution]

Hi @Scott6488 

It looks like your upload speeds are being restricted by DLM for some reason

I've requested a line reset to see if this increases it for you 

[#13]

Matthew, that seems to have resoled the problem, upload speeds are back to how they used to be. Thank you

[#14]

One would question why the Openreach engineer didnt do a DLM reset whilst he/she was there ?

Commenting ' its strange that we are getting 40mb+ on downloads but only 700kbs on uploads ' doesnt seem very useful 🙄

[#15]

Could the "engineer" have been a Cube employee and not from Openreach?

It could explain the inability to diagnose the problem.