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Hi
I've been with Plusnet for a while now and using the standard router. We have a FTTC connection and the box is only about 700m away. In the last few days I've noticed that I am now unable to UPLOAD any files over my connection.
I get good tone on my phone over the extension but I've still tried connecting the router direct to the BT master socket. I've tried various devices over wifi and powerline and even cat5 but still no luck. Even over the wifi in the pub down the road (only to try to troubleshoot my connection issues at home of course  ) I was able to upload picture files to One Drive over their wifi.
Even the TBB speed test stops working once it gets to step 3.
I just want to see if there is anything else I can try before I embark on the CS journey.
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Are you able to switch off WiFi from the router, and just try a single ethernet connection ?
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I've tried that now - switched off WiFi at the router - no difference, Tbb speed checker still hangs at step 3 and uploads will not complete.
Thanks
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Do you have security software?
Can you upload pictures to social media or a sharing site such as photo bucket or imgur?
Can you send emails with attachments?
Have you knowingly run any �optimisation� software to change your MTU ?
plusnet 80/20 (2/jun/14) at 470m - sync history: 64/9(Sep/17),54/6(Jan/19),46/7(Sep/19)
Back to cable after 15 years, VM due 22nd Nov.
20 years of broadband from 1999's ntl:cable modem trial - Live BQM
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First step what speeds is the vdsl2 modem connected at.
Second we know you have some upload, since downloading of TCP needs upload to ack that you received a download packet, just that the upload speed available is very low or something is very busy saturating your upload
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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I too am having this problem - only started in the last couple of days. I am trying to upload a 1Gb file to Google Drive but it isn't happening. My monitor shows latency going through the roof.
I have contacted PlusNet and put out a fault. They have confirmed there is a problem with my service (FTTC) so will see what they come up with.
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So the question again is what are the sync speeds reported by the modem? If they are good, may well be a problem in the Plusnet side
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Thanks MrSaffron,
Sync speeds, etc:
Upstream Downstream
Current Rate(kbps) 5039 30893
Max Rate(kbps) 5306 36535
SNR Margin(dB) 6.4 5.8
Line Attenuation(dB) 38.1 17.8
Errors(pkts) 73 145
(Tried to find a way to attach a screen capture but could not find one - hope you can make sense of this)
Peter
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5 Mbps upload sync speed - so no idea what you usually have but should be upload data with those sync speeds
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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The speeds quoted are what I consistently get. Will await PlusNet's response/actions to my ticket.
Might be of interest to know where the original posters location is - I am on the Isle of Wight.
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PlusNet are saying it is bufferbloat (which I had never heard of).
Seems strange to me that it has only manifested itself in the last 2 days...
Are you able to comment please ?
Peter
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Buffer bloat explains the long latency during an upload.
But you said that upload was failing completely.
The two are contradictory. If you are seeing long latency during an upload, it means that the upload is proceeding.
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Thanks for your response candlerb.
Sorry if I inferred that the upload was failing. By 'it is not happening' I mean it doesn't progress very much. For instance I tried to upload the same 1Gb file to Dropbox. It started off at about 1 minute uploading time but, after a few seconds, it changed to 9 days (yes 9 days).
Not sure what I can do about the bloat - especially as it has suddenly appeared.
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Goto https://www.thinkbroadband.com/speedtest and postcode the results page from the results.
Buffer bloat may be support grabbing at something from crib sheet.
1GB on 5 Mbps would take around 26 minutes to upload.
It might just be a problem with dropbox, hence the speed test request which also measures bufferbloat
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Here is the result from speed test:
https://www.thinkbroadband.com/speedtest/15742700692...
Looks okay to my untrained eye.
Wondering if 'support grabbing at something from crib sheet' may be true.
Have tried uploading the file on a neighbours BT connection and works perfectly.
Will borrow his BT hub and try here. If the same result then it 'must' be PlusNet.
If not then could well be my modem/router.
Also please note the problem first came to light uploading to Google Drive. I tried the
upload on dropbox to see if the problem was still there, which it is.
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Hanging uploads does sound like an MTU issue.
As experiment: on your PC try reducing the MTU of the ethernet card to 1400.
If the problem goes away, then there are better ways of solving it which involve your router configuration.
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Thanks but changing to mtu1400 from 1500 made no difference
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The bits around buffer bloat you may have missed
when idle average latency for small TCP packets was 55ms
When downloading this rises to 222ms
When uploading this rises to 75ms
Nothing horrendous there, yes there is buffer bloat but to be expected unless you mitigate it, which routers don't do out of the box generally.
Only comment would be - run the test a couple more times as the upload speed did vary, so its possible something did try to upload some data at that time.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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how did you make the change and which OS ?
plusnet 80/20 (2/jun/14) at 470m - sync history: 64/9(Sep/17),54/6(Jan/19),46/7(Sep/19)
Back to cable after 15 years, VM due 22nd Nov.
20 years of broadband from 1999's ntl:cable modem trial - Live BQM
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So the question again is what are the sync speeds reported by the modem?
The modem says;
Downstream: 46.9 Mbps
Upstream: 16.27 Mbps
Tbb speedtest still hangs at stage 3.
Speedtest.net now completes but reports upload speed of 0.05 Mbps
So I bit the bullet and contacted CS at Plusnet. They ran a line test and found there is high resistance on the cable to my house. Awaiting Openreach tech tomorrow morning.
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Mmm not convinced on high resistance fault. Why? Upload sync would have decreased with a resync if errors were so bad that a 16000 Kbps sync was only carrying 50 Kbps of upload traffic.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Completely agree.
I have a pet theory that a series of repeated GEA FTTC tests, run very close together will often eventually produce a �potential HR� test result .... thus allowing CP CS to generate a non appointed fault.
This is borne out by VERY often seeing the HR test result on faults, but not being able to repeat it when running the same test on the same system later.
My money is on the OP�s visit returning �fault not found� *
* Or an outside bet might be a duff port on the DSLAM, though a hunch says not.
Edited by Zarjaz (Thu 21-Nov-19 07:15:32)
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I have now solved my problem so I thought I should post the 'cure' in case anyone else has the same issue.
Between my successful upload on Saturday and my failing upload on Tuesday I had installed Kaspersky Free Cloud version 20.
Wondering if this was the culprit I uninstalled it and installed the non-cloud version 19. Unfortunately this still didn't fix the problem.
I then downloaded the Kaspersky remover program (kavremvr.exe) and ran it twice (the first run I selected Kaspersky Free version 19 and the second run I selected Kaspersky Free version 20). I rebooted when prompted.
I ran the upload and it worked normally.
I then reinstalled the non-cloud version 19 (which automatically updated to version 20).
I ran the upload again and all is back to normal.
I have no idea what caused this problem but it would appear to be something in Kaspersky Free Cloud.
I have also turned off Secure Connection though whether this has any impact I do not know.
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I have now solved my problem so I thought I should post the 'cure' in case anyone else has the same issue.
I asked in my first post if you had any security software (and which OS).
Yes, security software in 2019 on Win10 or macOS is mostly a problem itself. By trying to protect people, the security products are having to change the operating system in the same way as malware does. In at least one case this has stopped windows patching and left people exposed, whom wouldn't be exposed if they didn't run the third party software.
We live in interesting times.
plusnet 80/20 (2/jun/14) at 470m - sync history: 64/9(Sep/17),54/6(Jan/19),46/7(Sep/19)
Back to cable after 15 years, VM due 22nd Nov.
20 years of broadband from 1999's ntl:cable modem trial - Live BQM
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So, Openreach engineer tested the line and advised.... fault not found. Unfortunately I wasn't here to show him exactly what the problem was, i.e. download speed stayed at around 50-60Mbps throughout, only upload speed was affected, though this probably wouldn't have mattered as the problem obviously wasn't the line.
The problem seems to have miraculously resolved itself, i.e. Plusnet have finally fixed it at their end.
No acknowledgement from them though.
Thanks everyone.
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