New BT Infinity Install Today - Upload speed almost at zero but download OK?

[beesfan]

Hi,

Had BT infinity installed this morning and all semed ok when the engineer left (speed test showed 75 MB down and 5 MB up, thought upload should be 20MB but hey....)

Now everything has ground to a halt taken 30 minutes just to get to this forum - speedtest either fails to run with an error or says my upload speed is between 0.00 and 0.07

I could understand some instability as new install but surely this can't be normal? Who can I call - I assume as new install I can call the guys that fitted it somehow?

Speedtest results:

Download Speed (Mbps): 75.37

Upload Speed (Mbps): 0.00 (yay)

Ping Latency (ms): 61.38

Thanks

Peter

[ray_dorset]

What was the estimate given by the DSL checker? www.dslchecker.bt.com

[beesfan]

Hi Ray,

Says no data available

Regards

Peter

[beesfan]

The order conf email I got from BT said:

We estimate your download speed will be up to 76Mb.

We estimate your upload speed will be up to 19Mb.

[gg30340]

I assume you have had a Homehub 5 installed. Can you post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk.

http://bthomehub.home/

[beesfan]

Here you go:

1. Product name:	BT Home Hub
2. Serial number:	+068343+NQ41525216
3. Firmware version:	Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version:	BT Hub 5A
5. WAN:	PPP Connected
6. Data sent/received:	165.8 MB / 2.3 GB
7. Broadband username:	bthomehub@btbroadband.com
8. BT Wi-fi:	No
9. 2.4 GHz Wireless network/SSID:	Skipper
10. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 150 Mb/s)) 20 MHz, WPS enabled
11. 2.4 GHz Wireless security:	WPA2
12. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)

[ray_dorset]

Is your HH5 connected to another device before the phone line?

[gg30340]

As Ray has already asked, do you have another device that your Homehub is connecting to such as a white Openreach modem?

Your stats on a Homehub 5 should look something like this, where as yours is showing a WAN connection rather than a VDSL connection.

. Product name:	BT Home Hub
2. Serial number:	xxxxxxxxxxxxxxxxxxxx
3. Firmware version:	Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version:	BT Hub 5A
5. VDSL uptime:	0 days, 18:05:23
6. Data rate:	11188 / 15892
7. Maximum data rate:	11535 / 16464
8. Noise margin:	7.0 / 7.4
9. Line attenuation:	0.0 / 16.7
10. Signal attenuation:	0.0 / 16.8
11. Data sent/received:	58.3 MB / 147.9 MB
12. Broadband username:	bthomehub@btbroadband.com

[beesfan]

Yes it connects to a white BT openrach "device" that the engineer fitted to the wall of the office

[ray_dorset]

Do you have FTTP then, not FTTC?