Slow Upload speeds (Plusnet hub 2)

[#1]

Hello,

I recently moved house and switched from BT to plusnet, since starting to use the internet i have noticed it being a bit slow so i tested the speed and the BTW speed test website is saying that my upload speed is maxing out at 0.88 Mb/s which i believe was supposed to be around 12-14Mb, i have tested on my main computer (ethernet connection straight to the router) with different ports on the router, my second computer using on motherboard wifi and on phone and they have all said the same speed so i don't believe its a hardware issue.

Any help is appreciated, Thank you,

Tom

[#2]

@BreadEatBread Welcome to the forums. I assume from your 'supposed' upload speeds you are on a SoGEA fibre connection? Can you post the results of a speed test from https://speedtest.btwholesale.com/ and also a screenshot of your Technical Log - Information, with sensitive data redacted, please?

[#3]

[#4]

@BreadEatBread 

Not good!

Have you tried a factory reset of the hub to eliminate that? Push a paperclip or similar in the reset hole and keep the switch closed until you get a green light.

Is the hub plugged in to the BT master socket and not an extension? Have you got a filtered faceplate on your master socket or are you using dangly filters?

[#5]

Thanks for that data, @BreadEatBread . Assuming you are on a SoGEA connection, my suspicion is that Plusnet have provisioned your connection incorrectly. With the attenuation figures you have provided, I would expect your download to be in the 70's and your upload to be towards the max of 20.

@Dan_the_Van  - any comments, before I advise the OP to contact PN and get them to check their provision?

[#6]

@Baldrick1 From experience, I would suspect a 'provision' error?

[#7]

@jab1 

Maybe, we all look at these things differently. I was looking at the SNR, which suggested to me that after a DLM reset the line was struggling to support a faster upstream connection. Surely if the line was provisioned incorrectly the SNR would be much higher, reflecting the higher connection speed capability was being throttled?

[#8]

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@jab1 wrote:

I would suspect a 'provision' error?

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Irrespective of the expected data rates that should be achievable with those attenuation figures,

if this line was provisioned incorrectly, then I would expect the download "Data Rate" to be 39999 or less (not 43979)

or am I not understanding something here ?

I agree with  @Baldrick1  regarding the SNR

I suspect the issue is low frequency interference, either from unused phone extension wiring, or a nearby faulty electrical device (or it's PSU), or the incoming phone line back to the cabinet is picking up something nearby (like an industrial motor, or electric fence, etc).

[#9]

@Baldrick1  , @Anunnaki  - both valid comments, and I see what you both mean.

@BreadEatBread Maybe a single reboot of your Hub, as suggested by @Baldrick1 may kick things - worth a try. Sight of your Error log - the 'Export' version, as an attachment, could be useful.

[#10]

tried the factory reset button and tests still come back the same, also for some of the earlier questions the router is plugged directly into the main socket 

[#11]

where would i find the error log?

[#12]

@BreadEatBread See screenshot below: (Hit the 'Export' button).

[#13]

i believe the log is attached to this

[#14]

@BreadEatBread 

I reckon it would be worth trying the Plusnet fault detection 'bot' to see whether there is an issue with your connection.

If it finds nothing, then that's an avenue of enquiry that can be eliminated,  but if it does identify a specific problem then you won't have to spend any more time fault finding but instead just wait for an engineer visit.

[#15]

@Anunnaki Probably a good idea - the Error Log doesn't look pretty, but I'm not a network specialist, and admit to not knowing where to go from here.