This topic

5Mbps upload speed on 150/30 FTTP Package

anotheruser88 — Fri, 13 Oct 2023 17:40:39 GMT

Hello!

I have recently been replying in the following thread:
https://community.bt.com/t5/BT-Fibre-broadband/Re-Slow-upload-speed-900mbs-FTTP-package/m-p/2318781#M349460

But after some investigation I do not think I have the same issue, and hence why I am starting this new post.

I have been on the phone to BT a couple of times and with their Chat team. I've had a Home Technician (Qube?) Engineer out as well as someone from Openreach and the problem is still not resolved. So I'm hoping someone, somewhere has experienced the same and can perhaps help!
The issue is still 'open' with BT but I keep having to go through the motions before it's escalated...(which I have done three times now!)

Essentially I've been having Upload speed problems for some time now, where my 150/30 FTTP package is fine when downloading, but upload seems to be consistently below 10Mbps, where it's often below 5Mbps. I have checked this at multiple times throughout different days, and using various speed test websites.

I have spent some time troubleshooting:
- Wired connection to each of the 3 remaining ethernet ports on the Smart Hub 2
- Connected different devices (e.g. 2 different laptops and a desktop)
- Used different Cat6 and Cat5e cables
- Different Routers (2x Smart Hubs 2, Plusnet Hub 2 and TP-Link 3rd Party Router)
- Connected straight to the ONT
- Different browsers
- Private Browsing and normal
- Power cycle of Smart Hub AND ONT.

There is some odd findings however. The following three speed checks reveal very similar results:
Speedtest.net (OOkla)
Speedofme
BT Whole Sale
Which typically are 150Down / 5Up (in Mbps - Mega bits per second).

Fast.com and BT's in app speed test yields the 'right' speeds of 150/28.

What's even more baffling is when using the Speedtest.net app on my phone (iPhone 13 Pro) the speed is also approx 150/25.
Speed of me on a browser, on my phone is 150/5

Everytime I speak to BT, I need to go through the same process that I have already done and it's not enough that I've done it before. I have now spent 2 days off work waiting for an engineer to fix this, which has amounted to nothing.

Is there a way I can more easily get this escalated? Is there something else I can try? I am at a bit of a loss!

Thanks for any help in advance!

Re: 5Mbps upload speed on 150/30 FTTP Package

anotheruser88 — Fri, 13 Oct 2023 17:54:55 GMT

Here's some screenshots of my speeds right now

Speedofme:

Speedtest.net:

Bt Wholesale:

Re: 5Mbps upload speed on 150/30 FTTP Package

anotheruser88 — Sun, 15 Oct 2023 08:21:17 GMT

Are there any ideas, at all, out there?

I've been on the phone to BT who said they passed it to Openreach, however I now see I've told them it's fixed (apparently). I am not sure how BT's system keeps updating saying that I've told them it's fixed - when I haven't. It's highly infuriating, and yet another phone call to BT.

I'm really keen to get this sorted, afterall, I am not getting what I am paying for (and my minimum guaranteed speed)!.

Re: 5Mbps upload speed on 150/30 FTTP Package

anotheruser88 — Thu, 19 Oct 2023 11:07:24 GMT

Another update, hoping someone sees this and might be able to help, maybe a guru or something!

I've gone through the troubleshooting process with BT, who have sent me a new hub. Only had it in for a day, but seems to be exactly the same. The troubleshooting process went through optimising WiFi when in fact it's hard wired connections also being problematic.

Told me to ignore Speed tests as they are unreliable (but also proceeds to tell me to use just one of the many I have used, and conveniently one that gives the best result).

Ignoring speed tests for a minute, I have tried multiple devices, using a wired connection to upload large files to various places: Youtube, Google Drive, OneDrive, Dropbox etc. All yielding <10Mbps.

I have also connected to a server via SFTP to perform the same test, and still <10Mbps. My friend trying to upload the same file to the same SFTP server can upload at his max speed (73Mbps).

What's going on?! Should I just go back to copper?!

Re: 5Mbps upload speed on 150/30 FTTP Package

JohnC2 — Thu, 19 Oct 2023 11:45:11 GMT

Hi @anotheruser88, sorry you're not seeing the proper upload on your full fibre connection.

The new hub should automatically update within 48hrs of continuous connection to the correct upload cap. Please keep the hub connected and post back to let us know if the upload cap hasn't corrected and we'll be happy to look into this further for you.

Cheers

John

Re: 5Mbps upload speed on 150/30 FTTP Package

anotheruser88 — Mon, 23 Oct 2023 18:28:18 GMT

@JohnC2It's been a few days now, since the new hub was installed and has been constantly on (now over 4 days).

My upload speed on the various speed testers are much the same (except Speedtest.net).

Ignoring the speed test websites for a second, my 'real world' tests are still experiencing an upload speed of approx 9Mbps. This has been done by uploading a single large file to various cloud storage services; Google Drive, Dropbox, Onedrive etc. Uploading to Youtube, and finally using SFTP (my friend confirmed his upload of ~75Mbps was being reached). Tried this on multiple devices, via a Cat6 cable, straight into the Hub.

Definitely an odd problem I have. I have another phone call from BT tomorrow to 'check up' on the speed. They've performed all their troubleshooting - according to them all 'ok' hence now ignoring speed test results. Please help! I had a better upload speed speed on Copper!

Re: 5Mbps upload speed on 150/30 FTTP Package

DanielS — Mon, 23 Oct 2023 19:54:35 GMT

Hi @anotheruser88,

It sounds like we can help you in regards to the upload. I'll send you a private message so we can check this out.

Thank you
DanielS

Re: 5Mbps upload speed on 150/30 FTTP Package

anotheruser88 — Thu, 26 Oct 2023 09:58:39 GMT

@DanielS @JohnC2 I have sent a message regarding the details, but I have not had a response yet.

I have been on the phone with BT, and unfortunately the problem still persists.

The person on the phone has said they've tried a number of things, and mentioned there may be a 'blockage' of some sort due to the chopping and changing of my package, which is when I noticed the issues.

However, I have already been sent a new hub, and now I am being sent a new cable - the one between the ONT and Hub - even though I have checked the speed directly at the ONT (which seems to get somewhat dismissed). I was told there's an option that might fix it, that is 'to change my upload speed and then back again' to see if it clears the issue - however this seems to be a last resort? It sounds like such a simple thing for them to do (perhaps it's not), but instead they have said they are consulting with a service team - and I have a call back from the person I've been dealing with, a week from now... at what point will this get escalated? I've had this issue for 3+ weeks now, by the call back 4+ weeks.

Is there any reason why the person on the phone, wont try the 'last resort' now, rather than me continuously waiting?

Am I in my rights to cancel the contract? I've been consistently experiencing speeds below my Stay Fast Upload Guarantee, although the BT speed check says otherwise.

Re: 5Mbps upload speed on 150/30 FTTP Package

licquorice — Thu, 26 Oct 2023 10:04:49 GMT

The mods are only a very small team and deal with issues in strict order of receipt. You will be contacted when your case reaches the top of their queue.

Re: 5Mbps upload speed on 150/30 FTTP Package

anotheruser88 — Thu, 09 Nov 2023 20:43:26 GMT

I appreciate they're only a small team. Is some form of contact within a week, a reasonable expectation?
I was contacted on the phone, and advised by a forum message my case was sent for further investigation on the 27th Oct (essentially confirming what was discussed on the phone call).
I then received a message on the 1st Nov, asking some questions (which were answered) but I have not heard anything back since then, although repeated requests to call me.

How can I escalate this further? I seem to be getting no where, and certainly no closer to a resolution. All BT's systems say it's fine but my experience says otherwise:

Here is a screenshot of Task Manager while uploading a 3.9GB file to Google Drive (Debian ISO), using a desktop PC, connected by Cat6 directly to the Hub. Take note of the 'time left' 1hr 52 minutes this equates to ~5Mbps. Test has been replicated on 2 other machines:

Please help!!

@RobbieMac @DanielS @JohnC2

Re: 5Mbps upload speed on 150/30 FTTP Package

anotheruser88 — Mon, 11 Dec 2023 09:30:33 GMT

I thought I'd provide an update to this.

First of all, thanks to the Mods who I spoke to regarding this issue!

Unfortunately, BT could not find the fault (their systems were always saying there was no problem - I was achieving full speed), therefore BT released me from my contract.

I have since moved across to a different provider (but still on the Openreach Network) where I am experiencing the same thing. And still they see all is 'normal' when running their speed tests. Assuming it's something to do with the Openreach network.

Hopefully, now it's two providers, with the same issue - something can be escalated.... but I'm not counting on it, as this provider does not have a minimum guarantee for upload speeds!

Re: 5Mbps upload speed on 150/30 FTTP Package

stevie_b1 — Mon, 11 Dec 2023 23:18:00 GMT

I know you mentioned the ONT, but can I just ask, has anyone swapped it out? Does sound like something pretty physical which could be an open reach issue

Re: 5Mbps upload speed on 150/30 FTTP Package

anotheruser88 — Thu, 14 Dec 2023 20:13:18 GMT

@DanielS @RobbieMac

Tagging you both, as I have an update, and thought it would be good to share the knowledge in anyone visits this page, or as Mods you come across a similar problem.

I had another Qube engineer out on Tuesday who confirmed the problem (the same one who visited me some 2 and a half months ago!) and fortunately this time, reported that there was definitely an issue and it was escalated to Openreach.

Openreach visited today, and checked the Fibre light readings - all ok!

Again fortunately, he stuck around and perservered. I believe he was talking to the 'Adtran team' who specialise in dealing with the Adtran servers/service.
Once here it got escalated again to level 3...

What they found were asome errors on a Link between OLT2 and Spine2, and cleared them.

Since then - I've had my package upload speed (close to 30Mbps) - so fingers crossed it's now sorted.

Apologies if the terminology is wrong - without seeing it written down, and a somewhat dodgy phoneline, it's hard to know for certain the references used, but this might mean something to someone.

In response to you @stevie_b1 yes, the ONT was replaced quite early on, and once again today - which did not help

I know there's no use in lamenting what has happened, but it's a shame it took me to change providers for it to be further investigated. I am also left wondering if I didn't have an Openreach engineer who was willing to spend a bit of extra time talking to a particular help line - whether this would have still gotten resolved? I also wonder if this could have been investigated in the same manner when at BT and it was just sent to the wrong team? Who knows...!
In any case, I hope this will help someone, somewhere and perhaps assist the Mods that helped me, in any issues other customers may have that are the same!