Dropping connections on upload.

[amsleeping]

Hi i note that there are multiple users experiencing the same problem. 

Any large file being uploaded will result in a drop/timeout for a minute. This happens every 30-60 seconds during upload. I have tested on an ethernet connected PC as well as wifi. Monitoring the speed, it goes on to spikes of 10mb/s upload for the 30 seconds, followed by a disconnect phase for 30sec to 1 minute. Limiting the upload speed all the way down to 500kbit/s stabilises the connection but not very practical and not applicable to every programme.

Tried speaking to a member from the FTTP team but the person instead went on about how BT does not guarantee upload speeds, he has come across this problem before and he usually just tells his unfortunate callers that they cant do anything about it since 'speed' is not guaranteed, instead asking to upgrade to business line... sigh. Tried explaining that speed and stability are two different things but got nowhere in the end.  

I hope maybe the mod team can help instead? 

BT Smart Hub - Type A

Product name:

BT Hub 6A

Serial number:

Firmware version:

SG4B1000B540

Firmware updated:

02-Nov-2018

Board version:

1.0

Gui version:

1.64.0

WAN:

PPP Connected

Data sent / received:

45158 MB Uploaded / 2297 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

amsleeping

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

amsleeping-5

5 GHz wireless channel:

Smart (Channel 44)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A8:9A:93:3F:EA:D7

Software variant:

-

Boot loader:

9.2.0

[Keith_Beddoe]

This requires a firmware update.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[DanielS]

Hi @amsleeping ,

I am sorry that this is happening. We can certainly get it looked into for you.

I've sent you a private message detailing how you can reach us.

Thanks

DanielS

[DanielS]

Hi @amsleeping ,

Thanks for getting in touch. I've sent this off to be investigated for you. We'll see if it's related to the hub or not. I'll be in touch with you on Monday whether I've had a reply back or not.

Thanks

DanielS

[amsleeping]

any response?

[DanielS]

They're working on it at the moment so I'm hopeful that they will be able to get it fixed within a day or two. I've contacted the Manager of the team who has made sure that they've got it.

Thanks

DanielS

[DanielS]

Hi @amsleeping ,

I rang both of your contact numbers but missed you.

I'd like you to know that the issue should be fixed for you. Can you test it and let me know if it is fixed please?

I'll be in the office until 4pm today and again tomorrow.

Thanks

DanielS

[DanielS]

Hi @amsleeping ,

Can you check this over the weekend for me please?

I'll be in the office for a few hours late on Monday and will check for a reply.

Thanks

DanielS

[amsleeping]

Hi yes it is now working. thank you very much!

[DanielS · Accepted solution]

You are very welcome @amsleeping .

I am happy that I was able to get the upload issue fixed for you.

Take care and have a great week

Thanks

DanielS