Terrible upload speeds

[callumh89]

I have seen similar posts but no solutions.

i have fibre 500 but my upload speed is barely 1mbps 

the eero app itself is reporting 10mbps which is still far below what I’m paying for.

Ive tried chatting through support and trying all possibilities. turnjng off the ont for 30 mins. connecting directly to the ont with a computer and doing a speed test. 

its causing a lot of issues with remote access and working from home.

most of my devices are wired so its not a wifi issue and as I said connecting directly to the ont gives the same results so its not the eero router

is this common for openreach line?

and if so will TalkTalk change me to city fibre as they are installing in my building in the coming weeks

[Chris-TalkTalk]

OK, I'll pass it over to our Future Fibre team

Chris

[callumh89]

Can we try raise it now as an instability issue rather than a speed issue. I've been using the SamKnows speedchecker app so i can chart it easier. it seams to be able to do quicker tests which show higher speeds at times (possibly similar to how the Eero does it? who knows)

But this may show my issue more. 

I can run tests seconds apart showing wildy different results. This may show instability and why I cannot maintain even a 2mbps twitch stream and why uploading files to google drive takes forever (e.g. 100mb file taking almost an hour to upload).

it seams the longer something is uploading the slower the speed drops until it grinds to a halt. I can replicate this by running quick upload speed tests on fast.com and then running ones for a longer amount of time

also chart for my averages over the past few days.

[Chris-TalkTalk]

OK thanks. Unfortunately there's nothing I can do other than pass it back to our Future Fibre team, would you like me to do this?

Chris

[callumh89]

yes ive been using that one.

Just now fast.com says 11mbps upload and then running one in the Eero app says 52mbps upload

also further back in the thread here is a photo of a single device connected to ethernet directly to the ONT using fast.com and showing 1.2mbps upload 

https://community.talktalk.co.uk/t5/image/serverpage/image-id/68063i57A98F25C0F2262B/image-size/larg... 

I would say a cable issue can be ruled out as in both cases the download speed is above 500mbps so the cable is capable 

the main issue is not just the speed it’s that the upstream is so volatile that I cannot maintain a 2mbps stream to twitch. 

previously I could stream at 8mbps with no dropped frames on a copper line and now I cannot even do 2mbps as I get 70% frame drops and the ONLY thing that has changed is I have gone from copper to fttp. 
i have to use a 5G connection to stream. And even though it only speed tests at 10mbps it can maintain a 6mbps stream with 0 frames dropped.

and when I use the 5G connection it is using a hotspot as a backup connection via the Eero router so it is still going through the eero only to 5G backup rather than fttp.

[Chris-TalkTalk]

Thanks. We usually recommend fast.com for full fibre customers - is this the speedtester that you're using?

Chris

[callumh89]

Hey,

Yes we've tried just a single device with ethernet cable to the Eero. have tried this with each Eero ive been sent. and a TP link router and directly to the ONT. the engineers that visited also tried this using their device as the only one attached.

One engineer thought possibly there is traffic management or steering on the upstream and that would cause the Eero app to show the speed it does.

Another could see that a speedtest would sometimes initially hit up high for not even a second then tail off to minimal speeds before it ends and suggested the Eero app displays the highest speed it sees even if it only sits at that speed for a fraction of a second. (also suggested this means there is some issue somewhere on the line)

Do talktalk have any other speedtest I can use. ill happily install anything and leave it as the only device connected for however long you ask if it needs monitored. because of this issue ive also got a 5G router which i mostly switch to anyway at the moment

[Chris-TalkTalk]

I appreciate what you are saying but if the problem is with the line then the eero should show the same low speeds. Have you tried connecting just one device to the eero with an Ethernet cable (all other devices disconnected)?

Chris

[callumh89]

Just to confirm this morning I am seeing a upload speed of 8mbps on a speed test and then it took about an hour to upload 100mb file to google drive which would be far less than 8mbps speed.

the Fibre team explained to me on the call yesterday that they can look at the Eero speed test and see it shows a decent speed and that is all they can do.

I dont know how many times I can say it is not one of my devices causing it, any device used here has the issue. it must be with the line. the ONT was changed. the router has been changed. cables have been changed. every possible trouble shooting thing that can be done in my home has been done. multiple engineers have confirmed there is an issue and done so using THEIR devices and cables.

I am the only flat in my building using an openreach FTTP line and it was the first line installed here so I cannot ask if anyone else in the building is seeing an issue. No engineer that has come here has looked at anything external to my flat. they have only ever looked inside my flat and then called Adtran support.

Please I do not want another call from the Fibre team to be told that it must be one of my devices causing it. I dont know how many times I have to say that multiple openreach engineers have confirmed the issue with their devices...

This issue happened from the first time i raised this until the 11th December at which point it returned to full speed for a number of weeks until i raised this again

[Chris-TalkTalk]

Hi callumh89,

Thanks for the update. Could you just confirm that you are still experiencing the same issue today and I'll pass this back to our Future Fibre team

Chris

[callumh89]

So the engineer visited and confirmed the speed issue.

Confirmed that he can see the Eero app reports a high upload speed but no device we connected directly to the ONT could get an upload speed like this, including his laptop.

No device connected to the Eero can see that upload speed on either wifi or ethernet.

Pretty much the same as the previous engineer visits.

Spent a lot of time on their phone support.

Today I had a call back to say that the engineer said no fault their side and TalkTalk have had a look and there is no fault on their side and the case is now sitting open with no resolution.

I understand that from talktalks side they can look at the Eero app and see a speed it reports but no device here can see that speed and the engineer (and if anyone else wants to come have a look) can confirm that problem.

So the case is sitting open at the moment with no next step. Im unsure how to proceed.

I'm happy for anyone from TalkTalk to visit with their own devices to check with. either that or my only option left now is to move to another provider but sure its  probably an issue on openreach or adtran

[Michelle-TalkTalk]

Morning,

Thank you for the update and please let us know how you get on today.

Thanks

Michelle

[callumh89]

It’s still terrible today.

i did get a call earlier though and an engineer will be out in the morning.

my issue seams very similar to

this here https://community.bt.com/t5/BT-Fibre-broadband/5Mbps-upload-speed-on-150-30-FTTP-Package/m-p/2334857...

solution being:

‘Openreach visited today, and checked the Fibre light readings - all ok!

Again fortunately, he stuck around and perservered. I believe he was talking to the 'Adtran team' who specialise in dealing with the Adtran servers/service.
Once here it got escalated again to level 3...

What they found were asome errors on a Link between OLT2 and Spine2, and cleared them.

Since then - I've had my package upload speed (close to 30Mbps) - so fingers crossed it's now sorted.’

only confusing thing being this happened weeks ago as this was first raised and has returned. Hopefully the engineer tomorrow can sort it.

[Chris-TalkTalk]

Sorry for the delay, I'm chasing it up with our Future FIbre team - how is it at the moment?

Chris

[callumh89]

Still waiting for a response. For a change tonight the Eero app is reporting the same upload as everything else though!

[Chris-TalkTalk]

OK, thanks for trying that. I'll pass this over to our Future Fibre team. I'll let you know when I receive an update or they may contact your directly 

Chris

[callumh89]

I switched it off for 40 mins and turned back and and ran through testing upload speed with the eero router. TP link router and direct MacBook to the ONT and I am seeing between 3 and 5mbps upload across everything.

i am getting this on wired Ethernet and wifi devices. Download speed across the board is fine though showing 500-520mbps 

[Chris-TalkTalk]

Hi callumh89,

Can you switch the ONT off and leave it off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

[callumh89]

I need to re open this because it is happening again now. Almost exactly a month and I cannot even maintain a 1mbps stream to twitch which is causing major issues for me.

once again the eero app reports fine upload speed but any other speed test is showing barely 2mbps upload speed.

is there some aggressive throttling happening on the upstream? I don’t upload much but I do stream on twitch and I would really like to go back to a copper line so I can still do that because fibre is becoming unusable. My Eero app only shows upload of 15gb over the past week which really isn’t much.

and yes I have tested tonight with a single device directly to the ONT and with my Eero router and with a different TPlink router that I have a loan of and with different Ethernet cables. I have gone through all the troubleshooting I was asked to do last time and still have upload speeds of less than 3mbps on the talktalk speed test, fast.com and Speedtest.net however the Eero app says the speed is higher.

this would lead anyone to believe service is being aggressively throttled but certain IPs are whitelisted which allows Eeros app to how a decent speed when hitting their sever 

Please can I either go back to a copper line or swap to using city fibre rather than openreach fibre.

this is causing me a loss of income 

[Debbie-TalkTalk]

Hi callumh89

Thanks for your reply. I'm glad to hear that there has been an improvement.

Please let us know tomorrow how the connection is later this evening.

Debbie

[callumh89]

had a chat today. 

definitely seeing improvements this morning. the engineer that was here Saturday morning did confirm the issue and left saying he had to make calls to openreach and talktalk so it may have been fixed elsewhere now. Will keep an eye on it but this morning i am getting the full upload speed anyway. hopefully itll stay high in to the evening! 😂