This topic

Zero Upload Speed

boogie71 — Mon, 16 Nov 2020 19:52:05 GMT

Over the last 2 to 3 weeks my upload speed has reduced down to nothing. It's now almost impossible to upload any files to any locations, making home working impossible. I've tried wired and wireless connections an no difference. I've also taken the faceplate off the main connection point and connected directly with no difference.

Collating the information I can, I can share the following information:-

Fibre Broadband (VDSL)

Downstream sync speed 24.782 Mbps

Upstream sync speed 4.252 Mbps

Product code:Smart Hub 2

Serial number: +091298+1945005679

Firmware version:v0.21.03.07094-BT

Firmware updated:Mon Sep 7 09:14:59 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:5 days,01 Hours13 Mins48 Secs

Data rate:4.252 Mbps / 24.782 Mbps

Maximum data rate:4.381 Mbps / 31.510 Mbps

Noise margin:6.5 / 5.9

Line attenuation:13.2 / 23.8

Signal attenuation:11.3 / 20.6

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:16.1 GB Uploaded / 84.8 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:LanSolo

2.4 GHz wireless channel:Smart (Channel11)

5 GHz wireless network name:LanSolo

5 GHz wireless channel:Smart (Channel44)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:0C:8E:29:33:F7:7E

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

Summary of Performance Test

Timestamp Monday 16 November 2020 | 18:57:4

Ping 38 Ms

Download 18.07 Mbps

Upload 0 Mbps

Advance Test

Download Test

Download speed achieved during the test was 18.07 Mbps

For your connection, the acceptable range of speeds is 20 - 23.99 Mbps

IP Profile for your line is 23.99 Mbps

Upload Test

Upload speed achieved during the test was 0 Mbps

IP Profile for your line is 10 Mbps

Tracert Result

1 2 ms 13 ms 3 ms BTHUB6DX [192.168.1.254]
2 * * * Request timed out.
3 * 69 ms 66 ms 31.55.187.177
4 * 344 ms 209 ms 31.55.187.176
5 28 ms 32 ms 26 ms core1-hu0-6-0-8.southbank.ukcore.bt.net [213.121.192.76]
6 72 ms 97 ms 369 ms peer7-et-0-0-2.telehouse.ukcore.bt.net [62.172.103.160]
7 43 ms * 154 ms 166-49-214-194.gia.bt.net [166.49.214.194]
8 33 ms 39 ms 38 ms 166-49-214-191.gia.bt.net [166.49.214.191]
9 135 ms 105 ms 106 ms ae2.cr2-nyc2.ip4.gtt.net [89.149.129.198]
10 455 ms 180 ms 306 ms ip4.gtt.net [173.205.45.210]
11 * 390 ms 370 ms 64.21.118.97
12 108 ms 352 ms 112 ms 64.21.118.114
13 124 ms * * dar5.mmu.nac.net [209.123.11.5]
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Exchange BLYTHE BRIDGE is served by Cabinet 11

Thanks,

Steve

Re: Zero Upload Speed

imjolly — Mon, 16 Nov 2020 20:05:43 GMT

check for line noise. Dial 17070 option 2 should be silent and best with corded phone preferably from test socket

try running speedtest.net and see if you still get no upload speed

stats suggest uploaded 16gb in the 5 days connected

Re: Zero Upload Speed

boogie71 — Mon, 16 Nov 2020 20:13:30 GMT

Thanks, there's no line noise, it's perfectly quiet.

Speedtest.net shows 0Mbps upload as well.

I'm surprised by the 16gb figure. We've recently installed a ring doorbell and I was convinced this was the culprit but it's set to only respond to someone pushing the button, not a constant upload

Re: Zero Upload Speed

imjolly — Mon, 16 Nov 2020 20:38:31 GMT

Have you done a factory reset by pressing the recessed button on back and hold for 20/30secs until lights flash. When hub reboots remember turn of smart setup

Re: Zero Upload Speed

boogie71 — Mon, 16 Nov 2020 21:04:57 GMT

Factory reset done and smart setup cancelled. Speed test now shows lower download sites and still no upload speed

Re: Zero Upload Speed

imjolly — Mon, 16 Nov 2020 21:13:58 GMT

Can't see what more you can do just need to phone 150 and get engineer visit

Re: Zero Upload Speed

boogie71 — Mon, 16 Nov 2020 21:15:58 GMT

Thanks for your help and suggestions

Re: Zero Upload Speed

boogie71 — Mon, 04 Jan 2021 09:49:55 GMT

Update on this. I'm dealing directly with the Executive Customer Resolution Team. I've now had three Openreach engineers look at the problem and each say there is no issue with the line or the line speed. The first one replaced the mastersocket for one with a combined filter, reset my smart hub and told me everything should be fine. It had slowed by the time he'd exited the street. The second engineer couldn't find anything at all, reset the smart hub and ordered me a replacement but didn't tell me. The third engineer checked the master socket and said there was a loose connection so that would be the issue. This "fix" lasted the longest, for about 48 hours before the poor upload speed returned.

I've been keeping a log of my ping, download and upload speeds each day and have noted the upload drops off significantly around lunchtime each day.

13/12/2020

10:41am - Ping 43, d/l 22.45, u/l 1.22 wireless and Ping 54, d/l 21.86, u/l 0.54 Wired

1:44pm - Ping 43, d/l 21.04, u/0.39 wireless and Ping 42, d/l 30.23, u/l 0.66 Wired

6:32pm - Ping 42, d/l 21.17, u/l 0.00 wireless

18/12/2020 Engineer found loose connections in master socket

2:20pm - Ping 27, d/l 34.25, u/l 3.57 wireless

8:30pm - Ping 28, d/l 34.75, u/l 3.25 wireless

21/12/2020

1:30pm - Ping 28, d/l 32.89, u/l 0.68 wireless

26/12/2020

10:45am - Ping 27, d/l 32.27, u/l 1.12 wireless and Ping 28, d/l 34.29, u/l 1.20 wired

3:57pm - Ping 27, d/l 33.65, u/l 0.67 wireless

8:24pm - Ping 28, d/l 31.79, u/l 0.56 wireless

29/12/2020

10:54am - Ping 27, d/l 29.57, u/l 0.48 wireless

5:30pm - Ping 15, d/l 32.60, u/l 0.52 wireless

30/12/2020

10:34am - Ping 27, d/l 35.51, u/l 1.77 wireless

11:56am - Ping 26, d/l 36.98, u/l 2.75 wireless

3:35pm - Ping 27, d/l 31.96, u/l 0.81 wireless

7:22pm - Ping 27, d/l 30.68, u/l 0.64 wireless

31/12/2020

10:02am - Ping 27, d/l 34.08, u/l 1.21 wireless

Shortly after this test I reinstalled my mesh network to see if this made any difference to afternoon speeds.

1:23pm - Ping 30, d/l 31.78, u/l 2.04 wireless

4.25pm - Ping 29, d/l 31.26, u/l 0.48 wireless

8.25pm - Ping 31, d/l 29.87, u/l 0.07 wireless

01/01/2021

I removed my mesh network

9:20am - Ping 27, d/l 25.24, u/l 0.01 wireless

10:33am - Ping 27, d/l 23.41, u/l 0.03 wireless

11:24am - Ping 27, d/l 28.22, u/l 1.00 wireless

2:32pm - Ping 27, d/l 28.46, u/l 0.98 wireless

7:47pm - Ping 27, d/l 21.36, u/l 1.17 wireless

02/01/2021

11:17am - Ping 27, d/l 29.22, u/l 1.97 wireless

3:07pm - Ping 26, d/l 29.10, u/l 0.34 wireless

8:18pm - router lost connection (not reset)

9:16pm - Ping 27, d/l 27.52, u/l 0.78 wireless

Re: Zero Upload Speed

boogie71 — Mon, 04 Jan 2021 17:18:51 GMT

Openreach engineer visited again this morning and said the line was operating exactly as it should and there was no record of any line issues - he showed me a graph going back to 10th November. After dicussion with him I said I'd try an old TP-Link TD-W9980 router I had sitting on the garage shelf. Speedtest.net results from today are:-

04/01/2021

09:00am - Ping 17, d/l 36.84, u/l 0.36 wired
09:02am - Ping 26, d/l 37.38, u/l 2.04 wired
09:04am - Ping 27, d/l 30.12, u/l 2.44 wireless
09:54am - Ping 27, d/l 27.34, u/l 1.7 wireless
Router swapped
11:38am - Ping 40, d/l 27.74, u/l 3.52 wireless
2:20pm - Ping 33, d/l 26.99, u/l 1.27 wireless
5:01pm - Ping 39, d/l 26.11, u/l 3.79 wireless

It's looking a little more promising and I'm now able to send an email with an attachment. I'll keep monitoring the performance to see what happens over a longer period of time.

Re: Zero Upload Speed

boogie71 — Wed, 06 Jan 2021 14:50:43 GMT

Ok, no further forward with this, the upload speed drops and I end up with emails sitting in my outbox unable to send - not good for working from home. I also can't upload any files to the work server - not even an 8mb file, it drops the connection roughly halfway through and even then it's only uploading at 335kbps. Speed test results yesterday and this morning are:-

05/01/2021 - all on work laptop

2.34pm - Ping 31, d/l 37.17, u/l 0.52 wired connection

4.46pm - Ping 29, d/l 20.89, u/l 0.52 wired connection

5.06pm - Ping 31, d/l 37.27, u/l 0.76 wired connection

5.28pm - Ping 28, d/l 30.93, u/l 0.14 wired connection

06/01/2020

8.22am - Ping 30, d/l 37.24, u/l 4.26 wired connection

10.51am - Ping 30, d/l 35.91, u/l 0.58 wired connection

2.46pm - Ping 28, d/l 30.84, u/l 0.13 wired connection

I've noticed there is a lot of packet loss on the upload side compared to the download side. Could this be a factor?

System Up Time - 2 day(s) 03:46:11

Upstream Current Rate (Kbps) 7232

Upstream Max Rate (Kbps) 7267

Upstream SNR Margin (dB) 6

Upstream Line Attenuation (dB) 38.9

Upstream Errors (Pkts) 259

Downstream Current Rate (Kbps) 39995

Downstream Max Rate (Kbps) 47712

Downstream SNR Margin (dB) 6.3

Downstream Line Attenuation (dB) 24.2

Downstream Errors (Pkts) 16

Any ideas or suggestions please?

Re: Zero Upload Speed

boogie71 — Wed, 06 Jan 2021 17:07:30 GMT

Using packetlosstest.com I get the following results:-

Re: Zero Upload Speed

boogie71 — Fri, 15 Jan 2021 16:54:17 GMT

It was agreed we'd run a 24-hour line test with no devices connected. This ran from 4pm on 14th January to 4pm on 15th January. Some updated speed test results up to and just after this disconnection are below:-

06/01/2021

3:45 - swapped back to BT smart hub 2

3:52pm - Ping 30, d/l 37.05, u/l 0.51 on wired connection

07/01/2021

1:40pm - Ping 30, d/l 36.45, u/l 0.9 on wired connection
8:20pm - Ping 26, d/l 31.46, u/l 0.1 on wireless connection

08/01/2021

9:22am - Ping 31, d/l 36.72, u/l 0.41 on wired connection
11:20am - Ping 28, d/l 37.12, u/l 0.41 on wired connection

11/01/2021

8:47am - Ping 26, d/l 27.37, u/l 0.05 on wired connection

12/01/2021

1:53pm - Ping 25, d/l 37.14, u/l 0.11 on wired connection

13/01/2021

11:20am - Ping 18, d/l 35.67, u/l 1.44 on wireless connection
2:15pm - Ping 18, d/l 34.84, u/l 0.36 on wireless connection

14/01/2021

10:06am - Ping 17, d/l 37.02, u/l 0.4 on wireless connection
11:55am Disconnected Sky Q Box
11:59am - Ping 26, d/l 37.3, u/l 0.41 on wireless connection
12:36pm - Ping 26, d/l 37.35, u/l 0.61 on wireless connection
3:09pm - Ping 26, d/l 35.13, u/l 3.08 on wireless connection
3:23pm - Ping 54, d/l 9.02, u/l 0.72 on wireless connection
3:50pm - all devices disconnected and SSID turned off on BT smart hub 2

15/01/2021

4:12pm - Ping 26, d/l 37.39, u/l 1.81 on wired connection
4:15pm - Ping 26, d/l 37.32, u/l 1.02 on wired connection
4:20pm - All devices reconnected and SSID turned back on
4:30pm - Ping 27, d/l 20.37, u/l 1.34 on wireless connection
4:40pm - Ping 27, d/l 30.66, u/l 1.54 on wireless connection

Re: Zero Upload Speed

boogie71 — Tue, 19 Jan 2021 17:08:48 GMT

I'm hoping to find out the results of the 24-hour line test tomorrow. In the meantime test results from speedtest.net are consistent with the problem upload speeds. This morning started optimistically with a decent upload but reverted to the norm:-

18/01/2021

8:40am - Ping 25, d/l 36.31, u/l 0.09 on wireless connection

8.45am - Ping 15, d/l 37.00, u/l 0.12 on wireless connection

10.32am - Ping 26, d/l 37.35, u/l 0.07 on wireless connection

2.43pm - Ping 26, d/l 35.23, u/l 0.05 on wireless connection

2.47pm Router restarted

2.48pm - Ping 26, d/l 35.40, u/ 0.06 on wireless connection

19/01/2021

8.35am - Ping 26, d/l 33.33, u/l 2.32 on wireless connection

9.40am - Ping 26, d/l 32.14, u/l 0.38 on wireless connection

2.20pm - Ping 25, d/l 35.34, u/l 0.55 on wireless connection

4.45pm - Ping 26, d/l 33.85, u/l 0.67 on wireless connection

Re: Zero Upload Speed

boogie71 — Thu, 21 Jan 2021 18:15:28 GMT

So, the 24-hour line test proved no fault. The upload speed came back at around 2.7Mbps through this test. This is 1/3rd of what the line speed is at the router. I'm told there is nothing that can be done but that I can leave my contract penatly free. I'm told the issue is internal congestion caused by having 30 devices connected. These devices are:-

6 Amazon Alexa devices

5 Smart plugs

3 Laptops, only ever 2 used at any one time and not at the same time as phones or tablets

3 Sky Q boxes, not used at the same time as the other devices save for maybe one mobile phone or tablet

3 Smart TVs that aren't used at the same time, or with other devices and are mainly disconnected from the network

2 Mobile phones, not used at the same time as the laptops or tablets

2 Tablet devices, not used at the same time as phones or laptops

2 Printers - 1 3d and one normal

1 Smart lighting hub control

1 Smart heating control hub

1 CCTV system that doesn't upload to the web but does have remote viewing access

1 Ring doorbell with constant monitoring disabled

With the exception of the laptops, most of these devices have uploaded in a 10 day period between 0.9 and 68mb of data.

Does this really constitute an unreasonable level of use that can't be maintained by a modern router? If this was the cause of the problem then surely disconnecting all devices bar one would provide an improvement to the service being provided (which doesn't happen)?