Acceptable download, poor Upload

[#1]

I pay for 40/10 Fibre, I currently get 38/2. The poor upload rate really holds us back, with the kids getting older and multiple people home schooling / online we regularly get warnings about network issues from zoom/teams/etc. Spoke to support tonight to be advised that 2mb might just be all I can get.

I'm at the end of my contract and with the BT Wholesale advising Low of 60/18.8 and high of 80/20, even for an impacted line, I'm wondering if the issue is within Plusnet and maybe it's time to move my business elsewhere?

Tech support have said they are going to further look into things but after a line test didn't show any errors I got the impression that they had reached the limit of there access/investigations and wasn't much that could be done.

It's been confirmed that I am indeed on the correct profile (i.e. 40/10 not 40/2). I would happily upgrade to 80/20 if that made any difference but I'm assuming it wouldn't? if I remain on 2mb upload then it'll be time to find another way to connect to the internet.

I've seen some others on here make good progress on escalations or more in-depth testing so spreading my bets in the hope that something works out.

[#2]

@mcaddy  welcome to the forum.

Can you enter your phone number in the BTW DSL checker, and post the results?

Make sure you hide your number.

https://www.broadbandchecker.btwholesale.com/#/ADSL 

[#3]

Telephone Number 01604XXXXXX on Exchange DUSTON is served by Cabinet 56

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)	80	64.6	20	19	58.4	Available	Available	--
VDSL Range B (Impacted)	80	60	20	18.8	52.2	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 2	--	1.5 to 4	Available	--
WBC ADSL2+ Annex M	Up to 2	Up to 0.5	1.5 to 4	Available	--
ADSL Max	Up to 1.5	--	1 to 3.5	Available	--
WBC Fixed Rate	1	--	--	Available	--
Fixed Rate	1	--	--	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 2	--	1.5 to 4	--	--
SOADSL Max	Up to 1.5	--	1.5 to 4	--	--
SOADSL Fixed Rate	Up to 1	--	1 to 3.5	--	--

Observed Speeds	VDSL
Max Observed Downstream Speed	53.93
Max Observed Upstream Speed	2.23
Observed Date	2022-02-01

Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available

Premise Environment	Status
Bridge Tap	U
VRI	N
NTE FacePlate	N
Last Test Date	20-01-2022

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	N
SOADSL Restriction	Y

[#4]

OK, thanks, that does not look good, your speeds should be much better.

Have you had an engineer out, and do you have a modern filtered master socket?

[#5]

Just thought to check my Unifi logs and can now see that the 2mb upload is a very recent thing, Looks like downloads were also impacted for a while but that is recovering. We've all been home as our daughter has Covid right now so it's been very apparent this week. Can I expect things to sort themselves out? 

[#6]

No engineer yet

The Master Socket says 5C on the upper edge and Mk4 on the front does that make it a filtered socket?

[#7]

Yes, that sounds like a filtered socket.

You say its a recent thing, has the modem/router been rebooted since the issue started?

[#8]

I don't believe so, we did have a power cut 10 days ish ago but that is before the issues begun, the Unifi gear is set to auto upgrade so there is a chance it would have restarted itself in the process.

Would a restart of the Open Reach modem and our the UDM Pro (Router) be advisable?

[#9 · Accepted solution]

In a worf - yes.

If you still have the old Openreach modem, it could be faulty. 

If you have recently started a new contract it would be worth asking PN for their new Hub2 as it can work in bridge mode - unlike the Hub1.

[#10]

I do indeed use the original Openreach modem.

Have been using Unifi routers of differing capabilities for the last 4 years. Currently at the end of term again so I will mention the Hub 2 when I speak to Tech Support tomorrow.

I'm guessing a Hub2 in bridge mode would replace the Open reach Modem, whilst avoiding any form of double NAT?

[#11]

Yes, good guess.. Plus you will be able to get DSL line stats to help in the event of broadband issues.

Have you rebooted it yet?

[#12]

My partner is still streaming, a reboot is a job for the morning, once she has gone to work!

[#13]

Cool, let us know how it goes.

[#14]

Thanks for reaching out @mcaddy and I'm sorry to hear that you've been having issues with the upload speed. The graph you've provided above looks identical to an RRT on my side, so there was clearly an issue,

Anyway, has the router reset helped? A GEA test on the line today is showing upload speeds of 10Mbps (the RRT is always a day behind so it's not clear on there).

KBD

GEA Test Detail
Circuit ID	NA	Service ID

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	40.0 Mbps
Upstream Speed	10.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	458.3
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	External
Profile Name	0.128M-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2022-01-22T11:45:00

[#15]

Thanks for the follow up, a reset of the Open Reach Modem was all that was required to restore my upload speeds.

I'm now looking at re-contracting in order to get the Hub 2 in the hope that I can avoid any similar problems recurring in the future.

Given the "Very Good" assessment on the GEA Test does that mean I can expect the near 80/20 speeds on Extra?

Obviously I wouldn't hold you to anything, just wondering if it's worth the extra few pounds per month. The website initially suggest moving up to extra was only going to get me about 50mb, but maybe that was using data from when my line was degraded?