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I am a new BT customer and have just got FIBRE TO THE HOME . I ordered Bt Infinity 1, 38mbps download and 9.5mbps upload is what it said on the website and the paper work that i have printed off. It has now been running for about 5 days and my dowload speed has been spot on (38.22mbps download) but my upload speed is only 1.89mbps. I have rang customer support and all they keep saying there is nothing they can do, they only sale broadband by download speed and that there is no tests or anything they can do.
I have ran the BT WHOLESALE SPEEDTEST and this is what it says:-
Download speed achieved during the test was - 38.22 Mbps
For your connection, the acceptable range of speeds is 20 Mbps-38.4 Mbps .
IP Profile for your line is - 38.4 Mbps
Upload speed achieved during the test was - 1.93Mbps
Upstream Rate IP profile on your line is - 2 Mbps
I am really not getting what i am paying for and hopefully someone on this forum can tell me why and what to do to get it fixed, as customer support i ring do not know any thing about this .
This seem odd that they do not ?
hope some one can help
can you enter your phone number and post results remember to delete your number https://www.btwholesale.com/includes/adsl/main.html
are you sure you have fibre to the home and not FTTC?
are you using a HH5 and an openreach box?
your upload speed is low as your package has a 2mb upload limit
Your upload IP profile is only 2Mbps which I believe would indicate that you are on a limited 20Gb package. Can you confirm if that is correct because if you are, you are getting near enough the correct upload for your package.
yes i am sure that it is FTTH as BT brought a fibre cable direct into my house.
I am using a HH5 box with an openreach ( pic attached)
I have done the speedtest at this website...http://speedtest.btwholesale.com/
yes my upload is slow
my package is BTInfinity 1 38mbps downlooad and 9.5mbps upload , that is what i am paying for but not getting ???
certainly FTTH connection. you need to go back to sales or customer services as your profile is set at 2mb hence the lower than you expected upload speed
Sorry to jump onto a long thread. I noticed you've got an Openreach ONT. I'm trying to sort out my annoying internet which I think is a cause of bad modem. However, your modem looks slightly different to mine but is definitely an FTTP/FTTH model just like mine. Could you tell me what the model number is or any other information you could share from the sticker on the back? I'm hoping to contact BT and ask for a replacement ONT and possibly the same model as yours as it looks newer.
The thread is over a year old and the OP has not been back onto the forum since then so you may not get an answer.