topic Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland) in Broadband

Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

jnxldr — Tue, 26 Mar 2024 15:34:20 GMT

Hello all, we've had the 1Gb Ultrafast Max plan (Ireland) installed for about a month now. Download speed is regularly approaching 1 Gb/s, but upload speed has been <15 Mb/s for about 1 week now. I expect our upload to be capped at 100 Mb/s per the plan, and have seen it at these levels prior to this recent issue.

I'm performing tests via ethernet cable connected directly to the Broadband Hub, after the hub was factory reset.
I've disabled the WiFi in the hub settings.
I've tried different (new) Cat 5e and Cat 6 cables.
I've reset the network adapter in my laptop to default via Windows and verified the link speed is 1000/1000 Mbps (Receive/Transmit).

Equipment Lights

ONT:

Power, PON: Solid Green

LOS: Off

10G Lan: Flashing Green

Broadband Hub:

Power, Internet: Solid Green

Wifi, Voice: Off (I've disabled the WiFi in the hub settings)

Router Statistics:

Speed Tests (on speedtest.net)

The fact that "Broadband Link" in router statistics shows N/A feels like an issue to me, but I've never really looked at these stats before.

I also turned the power to the ONT off and on after a few seconds just as a "what if", but no change. I did that after screenshotting the router statistics.

Anyone have any ideas how I could get this addressed efficiently?

Cheers,

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

jamesn123 — Tue, 26 Mar 2024 16:02:57 GMT

@jnxldr

The link data showing N/A used to be normal until Sky issued a firmware update to show the values.

What firmware version is your hub on?

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

jnxldr — Tue, 26 Mar 2024 16:08:17 GMT

Looks like it's 7.03.0400.R

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

jamesn123 — Tue, 26 Mar 2024 16:11:50 GMT

@jnxldr

Odd it is up to date then.

Maybe its because your in Ireland with a PPPoE connection.

There isn't much the community can do to help on this one as it to me it sounds like a network issue in your area. I can escalate your post to chat with Sky support if you wish

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

jnxldr — Tue, 26 Mar 2024 16:13:40 GMT

@jamesn123 I'd really appreciate that, thank you very much.

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

jamesn123 — Tue, 26 Mar 2024 16:24:33 GMT

@jnxldr

Look out for a message on the forum

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

Tom-W19 — Tue, 26 Mar 2024 16:27:14 GMT

Thanks for escalating. We've sent an invite to @jnxldr.

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

jnxldr — Tue, 26 Mar 2024 16:29:43 GMT

Thanks @Tom-W19 , I've started the process now.

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

jnxldr — Wed, 27 Mar 2024 08:13:37 GMT

Hi @Tom-W19, the chat bubble isn't available to me this morning on the site, and I don't think I can initiate the conversation with ROI Sky manually.

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

Addie15 — Wed, 27 Mar 2024 08:39:45 GMT

Hi there, @jnxldr. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

jnxldr — Thu, 28 Mar 2024 07:12:33 GMT

For future readers of this thread, my case has been escalated to the line wholesalers (OpenEir, I think) for investigation into a potential VLAN issue at the exchange. Will continue to update the thread with anything interesting.

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

NCAC — Thu, 28 Mar 2024 23:02:39 GMT

I am also experiencing the exact same issue, upload bandwidth was approx 100Mbs before approx two weeks ago and is now <20Mbs as you can see in the test above. There are no issues being presented at a router level.

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

Tom-W19 — Fri, 29 Mar 2024 09:51:50 GMT

Hi @NCAC

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

WormAtWorldsEnd — Fri, 29 Mar 2024 16:07:59 GMT

@Tom-W19could you escalate me too please. Having the same issues. Was rock solid 100Mb upload, now it's 10MB - I work from home (as an editor) and can no longer upload files for TV broadcast so there's clearly something going on!

Simon

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

cookiemonsteruk — Fri, 29 Mar 2024 16:17:50 GMT

@WormAtWorldsEnd

You"ve been escalated on your other post. So best keeping to that one 👍

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

FionnAnseo — Fri, 29 Mar 2024 16:21:30 GMT

Keen to hear back if you get a resolution as in same boat.

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

cookiemonsteruk — Fri, 29 Mar 2024 16:24:12 GMT

@FionnAnseo

As per @WormAtWorldsEnd i have escalated you on the other post and chat invites have been sent

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

jnxldr — Fri, 05 Apr 2024 16:41:09 GMT

So an Open Eir technician came to test my ONT, but unfortunately his testing device wasn't working as he expected, so he left without making any changes and told me to expect another call probably. I updated Sky Support in the chat we have going, and they informed me the fault had been re-assigned to a new crew, and that we were waiting for an update.

I've been speedtesting at regular intervals since I made the report, and looks like some change has been made, as I'm once again getting ~100Mb/s upload. I'd want to test again over the next days just to verify, but this appears tenatively resolved 🙂

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

NCAC — Sat, 06 Apr 2024 11:53:02 GMT

Just tested myself this morning and it's back to 100Mbs so they've fixed it here too, whatever was wrong. Hopefully it doesn't happen again.

Re: Slow upload speed on 1Gb Ultrafast Max plan (Ireland)

WormAtWorldsEnd — Sat, 06 Apr 2024 16:44:01 GMT

Just to add that I noticed my upload speed last night went up to 100 too so we were obviously all suffering the same (now cured) issue. Although my PS5 connected via Ethernet is still rubbish but that might be PlayStation?

Anyway, thanks to all and also tip of the hat to moderators and sky employees who were all very helpful.

would love to know what the problem was.

simon