Gigaclear - Slow upload

I've recently had Gigaclear FTTP installed. I must say, I've been surprisingly happy with the whole process (bar a couple of minor issues during installation). Initially, I could see almost perfect 300/300 Mbps symmetrical download and upload. However, over the last week or so my upload has been consistently no better than half the download speed. Download is still well up around 300Mbps, but upload is never better than 150 (on some testers, as low as 26Mbps).

I saw another related post here: https://forums.thinkbroadband.com/fibre/t/4634524-wh...
But that seems to be mostly about why BT provide an asymmetric service. Gigaclear 'promise' a symmetric service.

I've tried contacting Gigaclear support, but it is obviously overwhelmed (no response by either email or phone). I posted a review on trustpilot and got a rather condescending reply suggesting I was probably testing over wifi (I'm not) or using a slow server (I'm using their own tester on their own website, so it shouldn't get any better).

My question is rather vague. But I'm wondering whether this issue is likely to be caused by the tester I'm using? Or whether perhaps Gigaclear are throttling upload on the assumption most people won't notice or care. I work from home and regularly upload Gb files to my company servers.

I suppose if other Gigaclear users on here have seen something similar (or not) that would also be interesting.

Thanks.

Out of interest what Gigaclear area are you in?

If using a tester that is running on Gigaclear infrastructure - believe they do have one and still getting slow uploads suggests a fault or congestion somewhere.

From reading twitter do spot people moaning about outages and slow speeds, so you are not alone.

If the speeds improve in the 1am to 6am time window then points towards congestion.

Try a few different testers and try using a different PC/Laptop for the wired tests.

No idea why someone would leave a Trust Pilot review before even allowing them the opportunity to investigate, nevermind fix the issue.

Edited by j0hn83 (Fri 24-Jan-20 09:53:04)

Although the speeds Gigaclear offer are symmetric, they are contended (business packages are 10-1, and the residential packages 25-1) - but I wouldn't be surprised if the upload is more heavily contended than download.

Strange. I thought FTTP was immune to such speed issues.

More seriously depending on how Gigaclear are delivering the service it could take literally a single neighbour on their top package running a torrent client that's seeding without limits to trigger your issues.

In reply to a post by sheephouse:

Although the speeds Gigaclear offer are symmetric, they are contended (business packages are 10-1, and the residential packages 25-1) - but I wouldn't be surprised if the upload is more heavily contended than download.

They will be more heavily contended because GPON over which the connection is delivered is asymmetric. So if it was 10-1 contended on the download it would be 20-1 contended on the upload by definition.

If upload is half the download, but the headline speed is the same, then the effective contention for upload is 50-1. I'd suggest that explains the observed rate.

In reply to a post by j0hn83:

Try a few different testers and try using a different PC/Laptop for the wired tests.

No idea why someone would leave a Trust Pilot review before even allowing them the opportunity to investigate, nevermind fix the issue.

The reason I left a Trust Pilot review is that after a week of trying, I could get no response from Gigaclear support. It is interesting that within a day of posting the review, they started to respond - albeit only via trustpilot.

Thanks everyone for responses. If its contention, I guess that's just something I will have to live with.
I might try a few early morning tests to see if anything changes.