This topic

Fibre 900 upload speed reduced to 50Mbps after factory reset

pmarshal — Wed, 05 Oct 2022 09:44:14 GMT

I've had problems with download/upload speeds for over a month, so I raised a fault with BT. Part of the diagnostics was to factory reset the BT hub/router (30th September). Since then the upload speed has been reduced to around 50 Mbps. Today (5th October) an Openreach engineer came and replaced another part, and the download speed have improved, however the upload still appears to be capped. I had this issue quite a while back and the fibre team did something. Can anybody assist?

To be clear the factory reset was done about 4 days ago.

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

pippincp — Wed, 05 Oct 2022 10:01:03 GMT

the FTTP team a ring they will be able to sort it out for you.

0800 5874 787

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

pmarshal — Wed, 05 Oct 2022 10:32:06 GMT

Thanks for the help, sadly I don't have the time to wait on the phone, I have tried. Hopefully somebody will read this post and email or phone me.

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

JohnC2 — Wed, 05 Oct 2022 10:44:17 GMT

Hi @pmarshal, welcome back. Has your BT hub been continuously connected for the last 3 days?

cheers

John

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

pmarshal — Wed, 05 Oct 2022 10:49:42 GMT

5 days 2 hours, I should probably mention that digital phone has not reconnected either 😞

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

JohnC2 — Wed, 05 Oct 2022 13:31:34 GMT

Hi @pmarshal, thanks for replying back.

As the Digital voice has not come back it may be best to reset the router again to see if that gets it working.

I've sent you a Private Message so you can get in touch with the team and we'll be happy to help you with the upload and DV if the above doesn't work.

Cheers

John

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

pmarshal — Wed, 05 Oct 2022 14:02:07 GMT

Hi John, I've responded to your private message. On one of the calls to BT I was told a replacement hub was the next stage, and that I shouldn't do multiple factory resets. Are you suggesting I restart the hub?

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

JohnC2 — Wed, 05 Oct 2022 14:09:30 GMT

Hi @pmarshal, yes if you would restart the hub as the Digital Voice should be ok and hopefully it'll fix that.

Just need to do it the once and if you need help with the DV after that then we'll pick up it also when we get to your case if it doesn't fix it.

Cheers

John

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

pmarshal — Wed, 05 Oct 2022 14:24:05 GMT

Hi John,

Restart done, DV is still showing as 'Not Configured', it was working fine before the factory reset.

Upload is still around 50 Mbps

Thanks...Paul.

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

JohnC2 — Wed, 05 Oct 2022 14:38:11 GMT

Hi @pmarshal, thanks for trying that. I was hoping it would fix the DV but knew it wouldn't help with the upload. Leave it with us and one of the team will be in touch to fix these issues for you.

Cheers

John

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

Basil85 — Fri, 07 Oct 2022 23:05:37 GMT

I take it this is a common experience? Exactly the same thing here.

I started with Fibre 500 a couple of weeks ago and accepted the offer to recontract on Fibre 900 and was regraded on Tuesday. I only received a 70Mbps upload. The Indian team accessible via the chatbot asked me to to the ONT and SH2 factory resets and power cycles, initially decreasing my upload from 70Mbps to 50. A bolshy agent from the Belfast team effectively told me I should be grateful for 50Mpbs upload seeing as BT would only guarantee 10Mpbs (Scandalous. My 80-year-old father-in-law's altnet FTTP is symmetrical. The agent couldn't understand why I was disappointed/ upset having paid double the amount for FTTP). India then asked me to rinse, later, repeat to no effect, and were about to call an engineer when the upload jumped back to 70Mbps. That was earlier today, and after all the time lost I gave up. I really need the upload speed with my IT job working from home and caring for a disabled family member. If only I had an altnet with symmetric service...

So much for the supposed reliability and utility of FTTP and the customer support "excellence". There are clearly some implementation and support issues that really need improvement, and clearly there's a lot of expense in wastage of staff time.

@JohnC2 - should I also wait three days over the weekend and see whether this has improved, and then try your team this time? The variability of service, frequent calls, denials by individual BT support agents etc. is extremely wearing.

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

pippincp — Sat, 08 Oct 2022 00:41:29 GMT

Every factory reset will cause this to happen. The update file should downlaod and correct the upload speed within 72 hours. If it doesn't happen the FTTP team or mods will sort it out for you so post back if it doesn't happen.

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

PaddyB — Sat, 08 Oct 2022 07:47:03 GMT

Hi @Basil85,

Thank you for posting. I'm sorry you haven't seen the upload speed increase after upgrading to Fibre 900. What @pippincp has said is correct. The upload speed normally increases by itself, this can take up to around 72 hours. Factory resetting the hub starts that process again.

Please let the connection for 72 hours (from the last reset) and if the profile doesn't increase, post back and we'll take a look at this for you.

Thanks,

Paddy

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

pmarshal — Sat, 08 Oct 2022 08:26:21 GMT

Hi Paddy, has been over a week since factory reset. DV also showing as ‘Not configured’. I believe John is looking into it.

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

JohnC2 — Fri, 14 Oct 2022 12:04:49 GMT

Hi @pmarshal, thanks for speaking with me the other day. I wanted to check if you've returned home and had a chance to check if the Digital Voice is working now?

Cheers
John

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

pmarshal — Sat, 15 Oct 2022 08:38:35 GMT

Good Morning John, home now. DV still showing as 'Not Configured'. Upload has returned to around 117Mbps, thankyou for sorting that out. Download has improved, but not back to old speed of ~900Mbps.

Re: Fibre 900 upload speed reduced to 50Mbps after factory reset

JohnC2 — Wed, 07 Dec 2022 09:23:27 GMT

Hi @pmarshal, just to update the community that the broadband speeds are now much better and the Digital Voice is working again. A problem with the test system complicated things but that has been fully resolved now.

Cheers

John