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Aspiring Contributor
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Message 1 of 24

BT Infinity Super Slow Upload Speed - Customer Service Line no help

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Hello

 

Got a new lnfinity connection and HH5 a couple of weeks ago, new phone cable outlet installed too. Something is wrong with the upload speed and the customer service helpline could not assist.

 

BT Speedtest results below. Download speed is great but poor upload performance renders the entire service fairly useless. HH reset, device resets etc etc have all been carried out.

 

Any ideas on how to improve upload?

 

Thanks

 

From Event Log:-

 

30 Dec. ( 138.130000) PPPoE is up -​ Down Rate=39993000Kbps, Up Rate=9995000Kbps; SNR Margin Down=17.9dB, Up=13.0dB

 

.... okay, so my connection is so slow I couldn't upload an image of the BT speedtest, the results are...

 

 

Down - 37.49 of 38.71 max

Up - 0.04 of 10.00 max

 

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Aspiring Contributor
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Message 2 of 24

Re: BT Infinity Super Slow Upload Speed - Customer Service Line no help

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For reference data from the hub manager...

 

1. Product name:BT Home Hub
2. Serial number:+068543+NQ53524770
3. Firmware version:Software version 4.7.5.1.83.8.204 (Type A) Last updated Unknown
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 03:08:17
6. Data rate:9995 / 39993
7. Maximum data rate:20191 / 77703
8. Noise margin:13.0 / 17.9
9. Line attenuation:20.6 / 17.9
10. Signal attenuation:20.5 / 17.8
11. Data sent/received:59.1 MB / 875.4 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:No
14. 2.4 GHz Wireless network/SSID:BTHub5-8PRT
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-8PRT
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:8c:10:d4:0b:cb:f8
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
BT Home Hub 5 (Type A) | Software version 4.7.5.1.83.8.204 | Last updated Unknown
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Distinguished Sage
Distinguished Sage
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Message 3 of 24

Re: BT Infinity Super Slow Upload Speed - Customer Service Line no help

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Are you using Ethernet or wifi



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Aspiring Contributor
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Message 4 of 24

Re: BT Infinity Super Slow Upload Speed - Customer Service Line no help

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Tried with both. Same result

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Distinguished Sage
Distinguished Sage
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Message 5 of 24

Re: BT Infinity Super Slow Upload Speed - Customer Service Line no help

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Are there any exchange problems. http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/



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Aspiring Contributor
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Message 6 of 24

Re: BT Infinity Super Slow Upload Speed - Customer Service Line no help

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Cant see any relative issues on those sites

 

(Thanks for your help btw)

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Sage
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Message 7 of 24

Re: BT Infinity Super Slow Upload Speed - Customer Service Line no help

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According to your hub stats you are getting full speed for Infinity 1.

 

Have you tried the test socket and a different ethernet cable?

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Aspiring Contributor
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Message 8 of 24

Re: BT Infinity Super Slow Upload Speed - Customer Service Line no help

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Whats the test socket, please?

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Distinguished Sage
Distinguished Sage
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Message 9 of 24

Re: BT Infinity Super Slow Upload Speed - Customer Service Line no help

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test socket.jpg

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Aspiring Contributor
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Message 10 of 24

Re: BT Infinity Super Slow Upload Speed - Customer Service Line no help

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Test socket and different ethernet, no change

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