This topic

Half speed uploads

Stoneblade — Sat, 31 Dec 2022 12:02:48 GMT

Hi all,

Just come across to BT from PlusNet where is was getting DL - 52mb UL 17mb and for some reason my download has been cut nearly in half with BT at 9.995. I have spoken to tech support who has said that this is the max I can get with BT. But on checking the HomeHub log I can see the max speed is 16.86 but actual is 9.995 (attached photo). What is happening here? Tech support seem to have wiped their hands of it and said nothing they can do. I am disabled and need the higher rates of upload for video conferencing for my appointments. I know they do not guarantee upload speeds but cant see why I have been cut in half, and the past 3 ISPs have all been ~17mb.

Thanks for any advice.

Rob

Re: Half speed uploads

imjolly — Sat, 31 Dec 2022 12:14:14 GMT

check MYBT for your order and see if your package is shown as Fibre 1. fibre 1 would make sense as you cannot from your stats get the max speed of 55mb for fibre 1 so being on fibre 2 seems a waste unless you want fibre 2 and extra cost with faster up speed

Re: Half speed uploads

Stoneblade — Sat, 31 Dec 2022 12:30:20 GMT

Thanks @imjolly for your reply.

I have come back on the £20 Home Essentials package which I was lead to believe was fibre 2? There was a major mess up with the order as I want meant to come across with phone and broadband but for some reason the person who took the order did it wrong, so my phone line didn't move and got cut off so only have broadband currently (new order for phone in place yesterday and hoping to get my old number back). Would this affect which package I would have been put on due to the phone line not being in the order?

I have attached photo of the Essentials package I signed up for and the speeds I should be getting. But for some reason Tech support seem to believe 9mb is the max my line is capable off. I did mention to them that i thought maybe a mistake was made on the original order and maybe has put me on the wrong package, but this was ignored.

MyBT doesn't seem to be working either, says errors have occurred.

Re: Half speed uploads

imjolly — Sat, 31 Dec 2022 12:30:08 GMT

the essential plan will have up speed for package of 10mb which is what you are getting.

Re: Half speed uploads

Stoneblade — Sat, 31 Dec 2022 12:32:57 GMT

I think I worded it wrong, I am on an "essentials plan", but it is the second of the 2 plans in the picture, the Unlimited Fibre Plan, which says I should get between 13-18mb upload. Just to add my friend recommended me to this plan as they are on the same one, and they are getting the full upload speeds.

Re: Half speed uploads

Anonymous — Sat, 31 Dec 2022 12:35:30 GMT

@imjolly

This is confusion caused by BT's idiotic use of "Essential" as the name of the restricted 36Mb package & also the name of the discounted social tariff. @Stoneblade says they're paying £20pm, which would be the Fibre 2 equivalent on the social tariff, so almost certainly on the wrong profile.

Re: Half speed uploads

Stoneblade — Sat, 31 Dec 2022 12:36:57 GMT

@Anonymous thanks for clearing it up, haha I spent 3 hours on the phone with BT this morning and confusing myself let alone anyone else.

Re: Half speed uploads

imjolly — Sat, 31 Dec 2022 12:38:33 GMT

@Anonymous

you are probably right

@Stoneblade

can you check MYBT and see what package is shown on last order. if it is home essential package and not just essential then need to see if mods can help

Re: Half speed uploads

Stoneblade — Sat, 31 Dec 2022 12:42:44 GMT

@imjolly MYBT on the web doesn't seem to have my new account number, but my 2 old account numbers. In the BT app on my phone it has the new account number but doesn't allow me to check my broadband details, comes up with an error. It was about 3 days ago I went live with broadband, so might be down to that?

Appreciate all your help.

Re: Half speed uploads

Anonymous — Sat, 31 Dec 2022 12:42:18 GMT

@Stonebladewrote:
@Anonymous thanks for clearing it up, haha I spent 3 hours on the phone with BT this morning and confusing myself let alone anyone else.

Only the Moderators on here can assist you with this & with the best will in the world, that's going to be a few days at the earliest. In my experience the only other way to get any sense out of BT on the phone is via the Connections team. At least they seem to have some understanding of what BT provide & how it should work! It might be worth calling back & asking to speak to them.

Re: Half speed uploads

Stoneblade — Sat, 31 Dec 2022 12:45:13 GMT

@Anonymous felt like I was banging my head against the wall with Tech, I am ex networking engineer and they seemed to be a bit clueless, computer says no sort of response. I will follow your advice with trying to ask for connections. Will update if I get anywhere. Thanks again

Re: Half speed uploads

Anonymous — Sat, 31 Dec 2022 12:56:46 GMT

With some 170k words available in the English language, why they had to use the same one for different things is beyond me. But they did exactly the same with Digital Voice. There was already in existence a BT cordless phone called Advanced. Yet when they launched Digital Voice they also called one of the VOIP phones Advanced too. We've had at least one person on here buy the old Advanced handsets in error.

As for "Tech", you're unlikely to have been speaking to anyone vaguely technical I'm afraid.

Re: Half speed uploads

Stoneblade — Sat, 31 Dec 2022 13:07:56 GMT

@imjolly Finally was able to get into MYBT with adding my new account. Does seem to be the right fibre package?

Re: Half speed uploads

Stoneblade — Sat, 31 Dec 2022 13:17:00 GMT

Just had a search on the forum and looks like a few people had this same issue and swapping to another contract for 24hrs then them moving back to the plan I am sorts the issue. So back to the phone it will be in a bit I guess haha. Wish me luck.

Re: Half speed uploads

imjolly — Sat, 31 Dec 2022 13:27:02 GMT

you appear to have correct package in MYBT just your are not connected to the correct package. I have asked mods to help you but it will be into next week due to holidays. you can try phoning CS but post back if no success.

mods will post here

Re: Half speed uploads

DanielS — Sat, 31 Dec 2022 15:07:48 GMT

Hi @Stoneblade,

I'd like to take a look into this for you before you ask anyone to start changing packages. I don't want any potential problems with your billing or contract charges being added by mistake. I'll be able to check your package and the profile that your speeds are set to. I've sent you a private message with some information that I will need.

Thank you @imjolly for flagging this to me.

Thanks
DanielS

Re: Half speed uploads

Stoneblade — Sat, 31 Dec 2022 13:57:50 GMT

@DanielS thanks for the reply, I have responded to your PM. Luckily was till on hold so hung up my call to make sure nothing else was messed with .

Thanks

Re: Half speed uploads

Stoneblade — Sat, 31 Dec 2022 14:27:34 GMT

Thread I saw with similar issue :

https://community.bt.com/t5/BT-Fibre-broadband/Possible-Home-Essential-Fibre-2-Speed-Capped/td-p/2213639

Re: Half speed uploads

Anonymous — Sat, 31 Dec 2022 14:38:35 GMT

@Stoneblade

That fix was a bit "sledgehammer to crack a nut", there should be no need to move tariffs. I'm sure @DanielS will sort you out.

Re: Half speed uploads

Stoneblade — Wed, 04 Jan 2023 15:11:26 GMT

Just and update, one of the Mods have looked into it and made some settings changes and hopefully in the next 24 hours I should see a speed pick up. Fingers crossed now with my number being finally ported it will be all back to normal. Wil update once its all sorted.

Thanks for all your help on this, Wishing you all a happy new year!