Download speeds almost as slow as upload speeds

[Mariet]

Hi, 

We've got a guaranteed download speed of 50mbps but we're lucky if we ever see that. We typically see 20mbps with this dropping regularly to 5mbps (or cutting out altogether). However, upload speeds are decent at ~18mbps. What could be causing this and how can we fix?

Thanks!! 

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

[Mariet]

Thank you for your quick reply. Here's my helpdesk info:

1. Product name: BT Home Hub
2. Serial number: +068543+NQ51203362
3. Firmware version: Software version 4.7.5.1.83.8.264 (Type A) Last updated 20/02/19
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 02:42:38
6. Data rate: 16999 / 54933
7. Maximum data rate: 24194 / 56122
8. Noise margin: 17.4 / 6.2
9. Line attenuation: 16.9 / 13.6
10. Signal attenuation: 16.7 / 13.6
11. Data sent/received: 234.6 MB / 481.3 MB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: BTHub5-XTGZ
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-XTGZ
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: 00:37:b7:1b:2c:fe
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0

[Mariet]

And here's wholesale checker info:

Sorry, it wouldn't let me upload the image in normal size so it's weirdly compressed. Let me know which bits are most useful and I can type out.

Finally, we don't have a landline phone so can't do the line test. Thanks so much for any help 

[pippincp]

@Mariet  Exchange and cab number. Nothing wrong with the image, we can read it.

Your DSL uptime is less than 3 hrs, any reason for this?

[imjolly]

your connection speed is lower than expected range so have you tried using the test socket with a filter to see if that improves the connection

the most basic test is to see if you have a dial tone and if so doing quiet line test to see if any noise  line noise is the most common cause of connection problems and slower speed.  can you borrow a phone to try the quiet line test otherwise should you need to get engineer visit and problem is in your home setup then you will probably get charged £85 for call out

[Mariet]

We tried rebooting router to factory settings so could that be why uptime is showing as just a few hours?