I changed from Sky to BT in May. The Sky router was giving 4.3Mbps download and 0.7Mbps upload. After disconnection and re-connection (new phone number), my new BT Hub3 router gave me 3.5Mbps dowload and 0.38Mbps upload. After a few weeks it started to have an intermittent fault and BT sent out a new router to replace it ... a BT Hub4.
Suprprise surprise! The new router gives 2.5Mbps download and... 0.1Mbps upload. This upload speed means I cannot work from home any more because I cannot make voice conference calls over the internet.
I am in a rural area on a copper line 2 km from the exchange. Neighbours have noticed no degradation in service. I have tested the speeds at various times of the day and at weekends but mainly at 6:00am. Upload speeds have intermittently been up to 0.3Mbps (weekends and early mornings). On Sunday, I tried the old BT Hub3 (which I haven't sent back yet) and it improved my download speed by about 0.5Mbps but upload was unaffected. No difference when testing from different devices, ethernet or wireless, using the normal socket or test socket on the BT master socket. Also no difference between different servers - Douglas, Carlisle, Newcastle, etc.
DSL noise margin varies between 7 and 14 dB upstream and 5.4 and 6.2 downstream
DSL line rate varies between 256 and 448 Kbps upstream (normally 448) and 3008 to 3616 Kbps downstream (normally about 3300).
This morning it was running at 3.34Mbps download and 0.25Mbps upload when I ran diagnostics. It showed Max achievable download speed 4Mbps and max achievable upload speed 0.45Mbps.
BT technical assistance on the phone take forever to answer and don't seem competent so I wonder if someone can help?
I want to go back to Sky - they tell me that in my exchange Sky does not rent equipment from BT but has their own so that might explain the difference (but BT says it is not true). BT also want to penalise me for breaking the contract although I calim that a 0.1Mbps is not fit for purpose.
While I could live with BT providing 56% of the download speed that Sky achieved, I can't cope with 14% of the upload speed because Skype telephone conversations are unreliable below 0.1Mbps. There seems to me to be possible solutions: (a) When I was re-connected the copper wires or connection are faulty so BT Openreach could try an alternative wire or re-do the connection. (b) Both BT routers are faulty (c) BT are throttling the upload speeds.
The amount of time I have spent on this is incredible so I would be really pleased if someone can help.
Solved! Go to Solution.
welcome to the BT community forum where customers help customers and only BT employees are the forum mods
your three assumptions - a, b, & c - are incorrect and the slower up speed is due to being in adslmax whereas sky was an LLU provider
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router). must be done with wired connection
can you enter your phone number and post results remember delete number https://www.btwholesale.com/includes/adsl/main.html
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
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
Someone may then be able to offer help/assistance/suggestions to your problem
I have this information now, but I will re-run it this evening.
16:14:39, 22 Aug.
(85629.890000) DSL noise margin: 7.00 dB upstream, 5.40 dB downstream
16:14:39, 22 Aug.
(85629.830000) DSL line rate: 384 Kbps upstream, 3424 Kbps downstream
1. Product name:
BT Home Hub
2. Serial number:
3. Firmware version:
Software version 126.96.36.199.188.8.131.52.26.1.1 (Type A) Last updated 11/09/15
4. Board version:
BT Hub 4A
5. ADSL uptime:
0 days, 04:32:24
384 / 3424
7. Data sent/received:
79.3 MB / 1.8 GB
8. Broadband username:
9. BT Wi-fi:
10. 2.4 GHz Wireless network/SSID:
11. 2.4 GHz Wireless connections:
Enabled (802.11 b/g/n (up to 144 Mb/s))
12. 2.4 GHz Wireless security:
WPA and WPA2
13. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
14. 5 GHz Wireless network/SSID:
15. 5 GHz Wireless connections:
Enabled (802.11 a/n (up to 300 Mb/s))
16. 5 GHz Wireless security:
17. 5 GHz Wireless channel:
Automatic (Smart Wireless)
19. MAC Address:
0 / 38
G.992.1 Annex A
22. Latency type:
23. Software variant:
24. Boot loader:
Thanks for your reply and it seems that my only solution is to end with BT and go to an ISP with LLU.
It still puizzles me though how a BTHub4 can be slower than a BTHub3 on the same adslmax.
You asked for the stats so here they are:
19:41:28, 23 Aug. ( 89.930000) DSL noise margin: 16.00 dB upstream, 6.00 dB downstream
19:41:28, 23 Aug. ( 89.860000) DSL line rate: 448 Kbps upstream, 3584 Kbps downstream
1. Best Effort Test: -provides background information.
0 Mbps 4 Mbps
Max Achievable Speed
Download speed achieved during the test was - 1.89 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 3.16 Mbps
2. Upstream Test: -provides background information.
0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.23Mbps
I wonder if anyone can shed any more light on this?
You need to post results from the dslchecker link to see if your exchange has been upgraded to adsl2 which is equivalent of LLU
It would seem that ADSL 2+ is available as this is what it shows:
BT BROADBAND AVAILABILITY CHECKER
Telephone Number -------- on Exchange MILNGAVIE
ADSL Products / Downstream Line Rate(Mbps) / Upstream Line Rate(Mbps) / Downstream Range(Mbps) / Availability Date / Left in Jumper
WBC ADSL 2+ / Up to 2 / -- / 1 to 3.5 / Available / -- / --
ADSL Max / Up to 1.5 / -- / 1 to 2.5 / Available / -- / --
WBC Fixed Rate / 0.5 / -- / -- / Available / -- / --
Fixed Rate / 0.5 / -- /-- / Available / -- / --
Other Offerings Availability Date
ADSL Multicast /-- / -- / -- /Available / -- / --
For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.
This line is on a Market B Exchange.
Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.
The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Dec-2012; the Formal Retirement date for IPstream is from 30-Jun-2014.
If the End User wishes to migrate from their current Broadband supplier they will need to contact the Broadband supplier they want to take service from to arrange for the service to be migrated.
Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number, NAD, UPRN or Access Line ID (ALID) check.
How do I request to get changed from ADSL Max to ADSL 2+?
This forum has been a great help - thanks to all contributors!
Two questions remain outstanding.
Any thoughts appreciated.
Anyone can be migrated to ADSL2+ if the equipment is in the exchange, and their line can support it. As you are too far from the exchange, it will make no difference.
To get a decent upload speed, you need to be on ADSL2+ with a download speed of greater than 8mbs, or have an Infinity connection if available.