BT FTTP Upload speed problem

[chris_c110]

Good afternoon.

Myself and other residents on my street have been having problems with our FTTP internet. We have never had an issue with this before, since getting set up in January. 

I have ran a few speed tests and while the download speed is fine (48-50 mbps) the upload speed is incredibly slow at 0.5 mbps. This is causing lots of problems with sending files, emails etc for work. 

I called the FTTP team and they talked me through a manual restart of the white openreach modem. I did this and it picked up slightly. However, this only lasted a couple of minutes. 

What can I do to solve this problem? 

Thanks

[albertj]

Hi @chris_c110 

Sorry to hear about your issue.

Can you post back how you are connecting to the router? And if you're using Wi-Fi or Powerline adapters, can you please use an ethernet cable to connect directly to the router. 

Thanks

[chris_c110]

An ethernet cable is connected from the router into the openreach box. 

I connect to the internet via wi-fi. 

Thanks,

Chris 

[albertj]

@chris_c110 

Are you able to check the speed here using an ethernet cable?

Please post results. 

[gg30340]

Which FTTP Broadband package are you on so that we can see what speeds you should be getting?

Are the other people in the street having exactly the same problem?

[chris_c110]

I'm on BT Superfast Fibre (50Mb). The download speed is not a problem, but the upload speed has dropped dramatically for me, and other people on our street.

[gg30340]

If all the people in the street are suffering from the same problem it is more likely to be an external problem rather than within your property.

I would suggest that you get back onto the FTTP team and advise them that it is a "street wide" problem and not individual to you and that they need to look at the network rather than trying to solve your problem on an individual basis.

[chris_c110]

When I phoned them they said that everything they could see showed the network as being fine.

[gg30340]

That may be true, but they can not see everything. Give them a call back and emphasise that it is a street wide problem. If you can quote them numbers of users affect or if you can get all those affect users to phone in and report a fault it might get them to open their eyes.

[chris_c110]

I have done this and highlighted that it is the whole street that is affected.
Once again, they said they can only guarantee the download speed and that there is no fault on the line. I only ended up going round in circles with them. Same answer. Unless I wanted to upgrade to a business account and pay more for better upload speeds!