This topic

Slow Download Speed, but fast Upload speed

Swerly — Tue, 23 Jun 2020 20:00:55 GMT

Hi, I have recently been having speed issues with my internet speed.

I was happily getting 50mbs each night, but since last Tuesday (16/06), I have been getting 3mbs download but 18mbs Upload.

I rang the customer service number and organized an engineer for Friday (19/06), hey said my Line was pulling out 80mbs, so it must be the router. I rang BT customer services again on Monday (22/06) and repeated the engineers recommendations, they sent me a new router straight away and I received it today (23/06). When i set it up (mid-day), I ran a speed test and was getting 20mbs which i thought was okay, as you usually need to let it settle for a few days.

However, when I am on the internet in the evening, I am getting 3mbs again.

After a few searches on here, I can see others having the same issue and it being resolved by fixing something in the exchange.

How would I go about getting someone to look into this?

Below are my stats from the technical log.

Product code:Smart Hub 2

Serial number:+091298+2014031667

Firmware version:v0.15.00.06145-BT

Firmware updated:unknown

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,09 Hours02 Mins10 Secs

Data rate:20 Mbps / 79.987 Mbps

Maximum data rate:25.442 Mbps / 96.906 Mbps

Noise margin:9.3 / 10.6

Line attenuation:4.2 / 9.1

Signal attenuation:4.2 / 9.1

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:10.2 GB Uploaded / 14.1 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-37AF5Z

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:BT-37AF5Z

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:CC:D4:2E:AA:38:A2

Software variant:-

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

Re: Slow Download Speed, but fast Upload speed

imjolly — Tue, 23 Jun 2020 20:08:40 GMT

Run btspeedtester and post results. Must be done with Ethernet connection

https://speedtest.btwholesale.com/

did you turn off smart setup when you set up new SH2?

Re: Slow Download Speed, but fast Upload speed

Swerly — Tue, 23 Jun 2020 20:15:16 GMT

Hi Distinguished Sage, Thank you for the fast reply.

The below are the results.

Basic Performance Test -
Time Stamp Latency Download Upload
Tuesday 23 June 2020 | 21:13:42 77 Ms 3.22 Mbps 20.76 Mbps
Advanced Performance Test -
Download Test
Download speed achieved during the test was 3.22 Mbps
For your connection, the acceptable range of speeds is 40-77.42 Mbps
Your DSL Connection Rate: 0 Mbps(DOWN-STREAM),0 Mbps(UP-STREAM)
For your connection, the maximum achievable download speed is 77.42 Mbps
IP Profile for your line is 77.42 Mbps
Upload Test
Upload speed achieved during the test was 20.76 Mbps
For your connection, the maximum achievable upload speed is 20 Mbps
IP Profile for your line is 20 Mbps

Re: Slow Download Speed, but fast Upload speed

imjolly — Tue, 23 Jun 2020 20:28:54 GMT

Sorry but can you confirm btspeedtester was run using Ethernet connection

is your download speed ok during off peak?

which exchange and cabinet are you on?

Re: Slow Download Speed, but fast Upload speed

Swerly — Tue, 23 Jun 2020 20:32:31 GMT

Hi sorry, yes I ran on test using a Ethernet connection.

My download speak off peak was 15-20mbs so was manageable.

How do I find out which exchange and cabinet I am on?

Re: Slow Download Speed, but fast Upload speed

pippincp — Wed, 24 Jun 2020 10:24:10 GMT

Enter your number HERE.

Re: Slow Download Speed, but fast Upload speed

Swerly — Wed, 24 Jun 2020 19:01:51 GMT

Thanks Pippincp

Exchange TAUNTON is served by Cabinet 2

Re: Slow Download Speed, but fast Upload speed

Swerly — Thu, 25 Jun 2020 20:13:46 GMT

Shall I call the customer services again?

Re: Slow Download Speed, but fast Upload speed

pippincp — Thu, 25 Jun 2020 21:09:12 GMT

No, don't ring CS as they can't do anything about this. It looks like congestion at the exchange. Hopefully @imjolly will get one of the mods to have a look for you.

Re: Slow Download Speed, but fast Upload speed

DanielS — Fri, 26 Jun 2020 13:22:47 GMT

Hi @Swerly,

We'll need to take a closer look at this for you.

I've sent you a private message with some information that I need.

Thanks

DanielS

Re: Slow Download Speed, but fast Upload speed

Swerly — Fri, 26 Jun 2020 14:17:43 GMT

Hi Daniel, Thank you. I've responded to the private message.

Re: Slow Download Speed, but fast Upload speed

Swerly — Thu, 02 Jul 2020 10:06:06 GMT

Just a quick update.

After speaking to the mods, I have moved SVLAN which has resolved my issue.

Thanks for everyone involved in resolving this.

Re: Slow Download Speed, but fast Upload speed

readjeff — Mon, 28 Jul 2025 12:26:44 GMT

Hi can you please elaborate? What do you mean you moved svlan?

I am getting much better upload speed to download speed at all times, even off peak, so I'd really appreciate some details on what to try. Many thanks

Re: Slow Download Speed, but fast Upload speed

licquorice — Mon, 28 Jul 2025 12:35:01 GMT

You are replying to a 5 year old post!!

It means the mod had the OP's circuit moved to a different svlan in the exchange.

Re: Slow Download Speed, but fast Upload speed

readjeff — Mon, 28 Jul 2025 12:48:36 GMT

Thanks for the swift reply.

My net infrastructure knowledge is amatuer at best but that sounds like something only the ISP can request. If so, I'll request the same.

Thanks again!

Re: Slow Download Speed, but fast Upload speed

licquorice — Mon, 28 Jul 2025 13:10:29 GMT

They won't do it your request. It was something the previous mods were able to arrange it the new mods no longer have the necessary access.

You will need to report the fault to BT.