Upload speed halved

I've recently moved to Plusnet from Zen for ADSL2+. With Zen I was consistently getting 9Mb/s download and 1Mb/s upload speeds. I'm getting similar download speeds with Plusnet but can't get any higher than 0.4Mb/s upload speeds. I am using the same router as before but have binned the old filters I was using in favour of the new ones Plusnet sent out. Any idea what's happening? Upload speeds are important to me as I work from home seven days a month and need to send large Indesign files to a server.

Thanks everyone!

For some unknown reason, PN defaults the Up sync to the ADSL Max speed of 448K, even on ADSL2+. You then have to request them to remove this cap, by ticket I understand.

Thanks a million. I'll get on to them.

Last year they started uncapping uploads, and providing new users with uncapped upstream, but it appears they have done a 180 degree turn on this one and a lot of new users are complaining about it.

It isn't as though there was a valid technical reason for doing so, anyway.

We still provision customers on capped, but have an uncapping program in place where they'll get picked up later and uncapped.

Because it's all automated, we've got some code changes to do to make the default provision as uncapped. We are trying to get this piece of work scheduled.

I hope that explains it? Not great, but if people drop us a ticket/message we are always happy to place the order immediately.

My apologies - I thought I was seeing posts on the Community Forum from new users who were being provided on uncapped upstream - maybe just wishful thinking...

Glad to see you have it in hand, anyway.

I really cannot believe how long it is taking for this error to be corrected. We were talking about it in September on here (http://forums.thinkbroadband.com/plusnet/t/4159862-upload-speeds-adsl2.html) and it's come up many times before.

To me it shows that Plusnet is really struggling with the demands of the dramatic increase in user numbers and don't have the resources to correct basic stupidity like this.

Which shows rather blinkered management. If they fix one bug in the ordering system, they stop every new-customer complaint about this this, therefore releasing the mantime taken up handling the communication and the individual line fix.

I doubt a lot of people would realise that it's just a simple request for an uncap so I wonder how many customers they have lost because other ISPs offer faster uploads?

Is the upload on the website?

In reply to a post by RobertoS:

Is the upload on the website?

In the support section: http://www.plus.net/support/broadband/speed_guide/up...

Not on the sales pages AFAICS.

No, but if they were getting only sub 448 and their next door neighbour was with another ISP and getting twice that, what might they do?

Ring up and ask. That's assuming either of them know or care . The vast majority won't know, though I accept that many of the ones that do may care.

" We are trying to get this piece of work scheduled" does not equal sorted in my book, just the old PN chaos and outdated info I always found.

Edited by professor973 (Fri 22-Feb-13 16:22:56)

Well, it's sorted. I raised a ticket and the cap was removed within three days. Back to 1Mbps upload now. It's all thanks to you guys, too.

I've moved to PN from Zen because I was increasingly unhappy with the latter's technical support. Also, Zen were quite pricey. And I was swayed by Which?'s Best Buy for PN (Zen also has a Best Buy). Transition to PN was pretty smooth, although I wasn't pleased that the router, which they promised would fit through my letter box, was taken back to the sorting office as it was 'too large for my letterbox' (it was, too - I tried it). I was also charged a £25 installation fee, which was meant to be free. This was refunded 11 days later.

Other than that, things seem okay.