This topic

Upload capped at 20mbps

Scubasteve79 — Mon, 02 Jun 2025 14:06:29 GMT

Hello, I'm new here. I just got my full fibre installed on Wednesday. I took the full fibre 900 after leaving Fibrus where I had 1000 mbps download and upload. With BT my download speed is fine but my upload speed seams to be capped at around 20mbps. I have tested this on the BT home hub and my own router and the results are the same. The speedtest on the hub says that I'm getting the full upload speed but I'm not. Speedtest.net and fast.com comfirm that I'm not. I have spoken to a BT agent on the phone who has run tests and has said the line and speed are fine, he wasn'tvery helpful. For test supposes I've used a laptop with a wired connection and a cat 6 cable. I had not issues like this with Fibrus.

Re: Upload capped at 20mbps

imjolly — Mon, 02 Jun 2025 14:11:50 GMT

if your BT broadband was activated last Wednesday and still at 20mb then you need to contact CS 03301234150 and they should be able to help you

Re: Upload capped at 20mbps

Scubasteve79 — Mon, 02 Jun 2025 15:19:40 GMT

There's an engineer now booked to look at a slow connection.

Re: Upload capped at 20mbps

imjolly — Mon, 02 Jun 2025 16:48:27 GMT

I doubt an openreach engineer will fix problem as I think your connection has been provisioned incorrectly by BT and needs reset by BT

Re: Upload capped at 20mbps

Scubasteve79 — Tue, 03 Jun 2025 19:31:58 GMT

The engineer was out today and has done some tests on on his laptop. He also has confirmed my Internet speed is slow. At the time of his visit he was getting a download speed of 660mbps and a upload at about 9mbps upload. He thinks that the line has been limited or throttled. He advised me to call BT to get this reset or adjusted. I called BT but the call handler at hadn't a clue what I was talking about. BT are now senting me out a new home hub to see if it fixes the problem, it won't as my own router also shows me the same problem as the BT home hub that I already have.

Re: Upload capped at 20mbps

imjolly — Tue, 03 Jun 2025 20:21:25 GMT

As I posted previously your connection has been provisioned incorrectly and it needs BT to reset your connection and provion correctly need to phone CS again

Re: Upload capped at 20mbps

Scubasteve79 — Tue, 03 Jun 2025 21:41:08 GMT

I've asked CS to do precisely this twice now and they didn't have a clue what I were talking about. Is there anyone here that is able to reset it for me?

Re: Upload capped at 20mbps

Scubasteve79 — Wed, 04 Jun 2025 07:14:59 GMT

Got a message this morning that BT have done extra tests and they are looking me to book another engineer because my speed is below the minimum guaranteed speed.

Re: Upload capped at 20mbps

Scubasteve79 — Wed, 04 Jun 2025 13:45:31 GMT

BT are again sending another engineer out to look at my equipment in the house. There is nothing wrong with it as my own router is giving my the same results. I again have asked CS to reset my connection but they don't know want I'm talking about and that they can only reset my router. Can anyone here help me?

Re: Upload capped at 20mbps

Peter_W — Fri, 06 Jun 2025 11:44:24 GMT

Hi @Scubasteve79, there's a chance that this could have been incorrectly provisioned at the point of order like @imjolly mentioned, and this is something that we'd need to fix from our end.

It's worth giving us another call so we can get this double checked, and if needs be you can also request escalation if they try to go down the engineer route, too.

You can also report these issues to us by officially logging it with our complaints team, and you can find more details on how to raise this via our complaints code of practice.

Peter

Re: Upload capped at 20mbps

chrisjp — Fri, 06 Jun 2025 16:07:47 GMT

It surely is about time that BT's telephone agents received some proper training to avoid the situation, reported quite frequently on this forum, of them not having a clue about what action to take to fix faults.
It really isn't good enough for these agents, in their ignorance, just defaulting to sending out a new hub, or booking an Openreach engineer's visit. Apart from this failing to solve the customer's issue, it must waste an awful lot of money.