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

[Steve54]

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

[Steve54]

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

[imjolly]

Are you using Ethernet or wifi

[Steve54]

Tried with both. Same result

[imjolly]

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/

[Steve54]

Cant see any relative issues on those sites

(Thanks for your help btw)

[pippincp]

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

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

[Steve54]

Whats the test socket, please?

[licquorice]

[Steve54]

Test socket and different ethernet, no change