My BT Infinity upload speed is extremely slow

[thisismyusername762]

I have BT Infinity along with HH5 and my upload speed for the past few weeks has been extremely slow, leaving me unable to use Skype and pretty much incapacitated internet browsing as pages takes ages to load.

When running speedtests (bt.wholesale speed tests) I get:

Download = 30 MBps

Upload = 0.01 Mbps

Ping = 170.87

I have had infinity for almost a year and only within the recent weeks has it slowed down, before it was at optimal levels (>5 and < 10)

I have called BT customer service three times, the first two was something to do with the slow upload speeds. Third was regarding the HH5 constantly displaying steady orange light (outage of some kind, which was fixed, but still slow upload speeds). Everytime I have called no solution proposed and no escalation to superiority, therefore I am utterly ashamed of the service I have been receiving from BT. At least send an engineer out as it is definitely not a problem on my end.

I have used multiple speed testers with everything unplugged with only a single laptop directly wired to the router, in addition no devices using WIFI. I still receive the speeds shown above or even worse (0.00 upload!!)

I need a solution, otherwise it will be sensible for me to shift ISP.

[john46]

you need an engineer visit keep pushing CS for one

[thisismyusername762]

I called CS for the fourth time, i was told to troubleshoot the main telephone port within the house as the Hub was connected to an extension phone port, I was told to remove the cover and insert a fillter along with the broadband line and the hub to the main port.

I got:

Download: 38

Upload:0.00

Ping 43.78

He said this was within the speeds given and that I am not paying for the upload as all packages are sold based on download!! I have the second best BT Infinity package.

BT are a f*****g joke! Who pays for 0.00 upload and then the representative didn't even send out an engineer, even though there is clearly a problem. He advised I pay more for BT Business packages as they have SSDL filters or some b******t.

So either anyone in my area or street who has BT is having the same issue or is on business broadband in a resendital area.

Is there any solution to this? Can anybody send an engineer out to have a look at my connection and see if anything is going on?

[ray_dorset]

Can you post your line stats from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254

[john46]

Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved.
Do not send them a Personal Message as this is the incorrect contact method and cannot be properly tracked also the mod contacted may not be on shift for sometime and this will delay your help

The forum mods normally reply within 3/5 working days after you have contacted them via their contact form
They will contact you personally by email or phone

 

[OlgaC]

Hi thisismyusername762, 

Thanks for posting. I can take a look into this for you. 

Please send me in your details using the "Contact The Mods" link found in my profile and I will take it from here. 

Thanks,

OlgaC

[thisismyusername762]

Stats from HH5:

1. Product name:	BT Home Hub
2. Serial number:	+068543+NQ40839872
3. Firmware version:	Software version 4.7.5.1.83.8.204 (Type A) Last updated 11/01/15
4. Board version:	BT Hub 5A
5. DSL uptime:	0 days, 00:53:50
6. Data rate:	9995 / 40000
7. Maximum data rate:	25423 / 86029
8. Noise margin:	16.4 / 15.7
9. Line attenuation:	18.6 / 17.1
10. Signal attenuation:	18.4 / 17.1
11. Data sent/received:	5.2 MB / 114.7 MB
12. Broadband username:	bthomehub@btbroadband.com
13. BT Wi-fi:	Yes
14. 2.4 GHz Wireless network/SSID:	BTHub5-SNGC
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-SNGC
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:	34:8a:ae:ad:b0:9a
24. Modulation:	G.993.2 Annex B
25. Software variant:	AA
26. Boot loader:	1.0.0

[ray_dorset]

Well, you're synced at full speed for Infinity 1

Please can you run this speedtester and post the results, or the link to the results? http://labs.thinkbroadband.com/ispa/

[thisismyusername762]

Its just stopped working on the upload test, download worked fine. Upload is stuck on 3/4 at 0.00.

[ray_dorset]

Ok, I agree you definitely need an engineer visit. Please contact OlgaC above.