Serious Problems With Upload Speed

[#1]

Hello there!

I did submit this as a fault report but it was closed this morning despite the fault not being fixed - my upload speed has been throttled to around 0.6 - 0.9mbps according to the BT Wholesale Performance Checker, which means I currently have difficulty uploading single photos, let alone videos!

This was the message received this morning:

Great News! Your fault should now be resolved!

Our suppliers have advised that they have resolved the fault affecting your services. Upon testing the connection today, we can see that it is working correctly.

 On the plus side, my download speeds HAVE improved and increased to around 30mbps.

Any help would be very much appreciated, thank you! 😊

[#2]

@jellybeanz Can you post a screenshot of the result from here: https://www.broadbandchecker.btwholesale.com/#/ADSL , or here: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome - if you don''t  have a phone. In either case, redact your personal details.

[#3]

Thank you for your speedy response! These are my results:

[#4]

Thanks. That screenshot infers you should be getting higher upload and download speeds. Which router are you using?

[#5]

Currently using the Plusnet Hub Two (the one with the big circle on the front) - also tried my old Plusnet router (Hub One, I think?) and the results were exactly the same, unfortunately.

[#6]

Thanks. Can you post the Technical Log from your HUB2, as the screenshot below - obscuring personal details again.

[#7]

[#8]

That shows you have been capped/banded for some reason. Your downstream SNR looks a little high though, but if you call Plusnet and ask them to reset your line, you should see an improvement in both sets of figures (upload/download).

[#9]

Thank you for your suggestion - I got in touch with customer support earlier and they were really helpful, raising the issue with someone further along the chain - and now I've just had an email from the 'Plusnet Robot' to tell me the ticket has been closed because the issue has been resolved - AGAIN - THE ISSUE HAS NOT BEEN RESOLVED! 😭 I am tearing my hair out here, haha.

I still have 5 months left on my contact but upload is almost as important as download to me - if I can't even upload a few photos without using my mobile data, and the problem isn't going to be resolved, obviously I want out! 😅

[#10]

I understand your frustration, but as I said above, even though the problem has been 'fixed' you need to ask PN to reset the line to remove the banding - unfortunately, these days, they won't think to check for such things.

[#11]

I did ask - I essentially read them your forum post - and now the issue has been marked as resolved (again) and I'm back to square one. 😅

[#12]

Unfortunately, a number of first-line agents are, shall we say, not up to speed. I'll see if I can get someone to escalate this for you, but it won't be until tomorrow morning - sorry.

[#13]

No need to apologise - I really do appreciate all your help, thank you! I won't bother to report the fault online again because it'll only get marked as resolved again. 😅

[#14]

@jellybeanz  are your router stats stiil the same as they were 4 hours ago, and have you reset it since? If no could you do so and post the stats again please?

If they are still the same alas another call in the morning will be needed.

[#15]

Good point, @Mustrum , but I still think the line is banded due to previous errors, and only a PN reset will clear it.