This topic

Please can someone help me fix my upload speed

plshelpfixmyupload23 — Mon, 06 Feb 2023 12:50:46 GMT

Good morning BT community,

I'd like some help fixing my upload speed, please.

Up until a couple of weeks ago, I used to have an upload speed of about 6 Mbps / 720-750 kB/s.

Now that speed is nearly more than half of that.

I've done the following:

Dialled 17070 option 2, silent.
Connected to the test socket
Connected laptop directly to router via ethernet cable (I also have a desktop PC)
Rebooted router/Turned off
Temporarily switched my router with my old router (home hub 6)
Taken screenshots of both speed tests and the cabinet information results
Exported router information

Please see the screenshots attached:

Speed test:

https://ibb.co/Tk1RQMt

Broadband Availability checker:

https://ibb.co/Yp4W1Rs

Test socket:

https://ibb.co/tJZn061

Router information:

Product name,BT Smart Hub 2
Serial number,+091298+2106020115
Fireware version,v0.37.00.07084-BT (Fri Jul 8 11:29:23 2022)
Board version,R01
GUI version,1.77 20_05_2022
DSL uptime,0 days 0 Hours 18 Mins 30 Secs
Data rate,2.9 Mbps / 30.2 Mbps
Maximum Data rate,2.9 Mbps / 31.6 Mbps
Noise margin,5.9/5.6
Line attenuation,11.8/26.3
Signal attenuation,11.8/26.8
VLAN id,101
Upstream error control,Off
Downstream error control,Off
Data sent / received,33.2 MB Uploaded / 213.8 MB Downloaded
Broadband username, REDACTED
Public Wi-Fi,Not active
2.4 GHz wireless network name, REDACTED
2.4 GHz wireless channel,Smart (Channel6)
5 GHz wireless network name, REDACTED
5 GHz wireless channel,Smart (Channel48)
Wireless Security,WPA2 (Recommanded)
Wireless mode,Mode 1
Firewall,On
MAC address, REDACTED
Software variant,-
Boot loader, 0.1.7-BT (Thu Nov 30 09:45:22 2017)

Could someone please help me? I think I've tried every option and still no luck, I use Dropbox and Google Drive a lot to back up my work which contains a mix of photos and big video files.

Also just to note my download speed hasn't been affected at all.

Thank you.

Re: Please can someone help me fix my upload speed

RobbieMac — Mon, 06 Feb 2023 15:06:19 GMT

Hi @plshelpfixmyupload23

Welcome to the BT Community and thank you for posting!

I am sorry for the problems you're having with your upload speed. From what you've posted it looks like the upload speed profile is banded. This is the reason why you're seeing the slower throughput speed when doing the speed tests.

We'll be able to take a closer look at this for you. I have sent you a private message with instructions on how you can send us over your details and we'll check this out. See: Private messages

Thanks,

Robbie

Re: Please can someone help me fix my upload speed

plshelpfixmyupload23 — Mon, 06 Feb 2023 16:10:11 GMT

Thank you Robbie, I've replied back to your message.

I just have one question regarding banding, if you could clarify, please?

Usually, when I do the tests the speed is double the speed displayed today, also as an example on mega.nz my upload speed was usually around 700KB/s, but it's a lot less now. I've attached a screenshot as an example.

https://ibb.co/XZN2cjd

The upload speed really has halved as it's taking a lot longer now to do my usual tasks.

Just a bit confused, thank you!

Re: Please can someone help me fix my upload speed

DanielS — Mon, 06 Feb 2023 20:58:19 GMT

Hi @plshelpfixmyupload23,

One of my team should pick this up for you tomorrow.

We will go over everything and do our best to help get this sorted.

Thanks
DanielS

Re: Please can someone help me fix my upload speed

StuartH — Mon, 20 Feb 2023 13:25:16 GMT

Hi @plshelpfixmyupload23

Thanks for taking my calls during this case and thanks for your messages today to confirm that your upload is back to what you had before the fault.

Very happy I was able to help fix this fault. I've closed the complaint as resolved but should the issue reoccur you can come back to me and I will reopen it for you.

Cheers

Stuart

Re: Please can someone help me fix my upload speed

plshelpfixmyupload23 — Mon, 20 Feb 2023 13:31:03 GMT

I want to say a big thank you to both @RobbieMac and @DanielS for opening this case and passing it on to @StuartH

Stuart, thank you very much for your professionalism, patience, and expertise. You went above and beyond to ensure my upload speed would be resolved as soon as possible, even preempting the possibility that the speed might not have been resolved within 10 days by scheduling another engineer just in case. Thankfully I didn't need another engineer to visit and canceled the appointment. You're a legend, thanks again! 😎

Re: Please can someone help me fix my upload speed

JohnC2 — Mon, 20 Feb 2023 14:43:39 GMT

Hi @plshelpfixmyupload23, thanks for your kind comments and I'll ensure these are passed on to the guys.

Cheers

John