This topic

Very slow broadband upload speed

msjhaffey — Thu, 04 Jul 2024 15:47:02 GMT

Some of my internet apps seemed to be running slowly, so I ran Speediest by OOKLA. It returned a download speed of 32 Bits/sec but less than 1 Mbps upload. Tried rebooting all the computers and router but still the same problem. Normally I get about 8Mbps upload.

Any suggestions on how to fix this?

Re: Very slow broadband upload speed

Keith_Beddoe — Thu, 04 Jul 2024 16:24:33 GMT

@msjhaffey

You cannot get 8Mbs upload speed on ADSL, so you must be on VDSL (FTTC) Fibre to the cabinet.

Also, you cannot get 32Mbs download on ADSL.

Have you tried restarting the BT Home Hub, as it may have re-synced at the wrong speed?

Use the address checker on the page below, and post the results, but edit out your address details first, but leave the exchange name and cabinet number showing.

https://www.broadbandchecker.btwholesale.com/#/ADSL

That will show the expected speed range for your connection. Look at the top row of results.

Re: Very slow broadband upload speed

msjhaffey — Thu, 04 Jul 2024 17:15:43 GMT

Thank you.

I tried that link and entered my phone number but got

There is no data available. This may be because it is not a BT line or it is a number which has been moved to an IP Voice service. We advise using the address to check availability instead.

Now I am stuck (again). What address are they talking about and where do I find it?

Re: Very slow broadband upload speed

msjhaffey — Thu, 04 Jul 2024 17:26:33 GMT

I had rebooted the HomeHub but I did it again. Then SpeedTest showed Download 35.12, upload 1.21, so much the same as before.

Re: Very slow broadband upload speed

pippincp — Thu, 04 Jul 2024 21:33:09 GMT

Re: Very slow broadband upload speed

msjhaffey — Fri, 05 Jul 2024 08:07:24 GMT

Thank you. Here it is:

---

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability DateHigh Low High Low VDSL Range A (Clean)

VDSL Range B (Impacted)

G.fast Range A (Clean)

G.fast Range B (Impacted)

61.9	44	12.2	7.9	40	Unavailable	Available
60	40	11.9	7.1	33.5	Unavailable	Available
--	--	--	--	--	Unavailable	--
--	--	--	--	--	Unavailable	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

Available

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) Availability DateWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 17	--	10 to 19.5	Available
Up to 17	Up to 1.5	10 to 19.5	Available
Up to 7.5	--	6.5 to 8	Available
2	--	--	Available
2	--	--	Available

SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL Availability DateWBC SOADSL 2+SOADSL MaxSOADSL Fixed Rate

Up to 17.0	--	10.0 to 19.5	Available
Up to 7.5	--	6.5 to 8.0	Available
Up to 2	--	--	Available

Other Offerings Availability DateVDSL Multicast

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

FTTP is not available.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

Re: Very slow broadband upload speed

msjhaffey — Sat, 06 Jul 2024 09:57:36 GMT

BUMP

Re: Very slow broadband upload speed

Keith_Beddoe — Sat, 06 Jul 2024 10:08:58 GMT

@msjhaffey

When did you report the problem to BT?

Re: Very slow broadband upload speed

msjhaffey — Sun, 07 Jul 2024 07:43:23 GMT

I haven't yet reported this to BT. I thought, perhaps wrongly, that I might get the solution here. Indeed when I searched on slow upload speed I found at least one thread where someone with a similar problem had found a solution but it wasn't included in the thread.

Should I have gone to BT first?

Re: Very slow broadband upload speed

TimCurtis — Sun, 07 Jul 2024 08:27:59 GMT

@msjhaffey

How about posting a screenshot of the connection status from the BT Smarthub.

Re: Very slow broadband upload speed

msjhaffey — Fri, 06 Sep 2024 08:18:25 GMT

To cut a long story short, after multiple phone calls and three visits by engineers, the problem was solved, although in the interim we completely lost service for a while.

The third engineer said a 3rd party engineer had taken our fast connection for someone else and put us on a slow one.

Re: Very slow broadband upload speed

Peter_W — Fri, 06 Sep 2024 08:57:11 GMT

Thanks for the update @msjhaffey, I'm really glad to hear that this was resolved in the end.

I appreciate that the total loss of service is far from ideal though, and you should receive automatic compensation on your next bill for the time that you were left unable to connect.

Thanks again for your patience here too.

Peter

Re: Very slow broadband upload speed

msjhaffey — Sat, 07 Sep 2024 08:48:13 GMT

And here's the ironic thing: on the four occasions I've tried clicking the link to claim for compensation, I get this error:

I always have a little chuckle about web pages that are not working in order to "improve service".

Re: Very slow broadband upload speed

msjhaffey — Sat, 21 Sep 2024 09:52:44 GMT

Getting the compensation proved fiddly. It took three phone calls and then, instead of applying the compensation to my account, BT insisted on sending me a card (a kind of card with cash on it) which I had to register and then get a PIN to use.

Just a hassle.