Superfast Fibre 1 Unlimited upload speed dramatic change

[PeterY1 · Accepted solution]

Hi Neil,

Further to our call this morning, I can indeed report that the upload speed is indeed >7Mbs for the first time since December. I can't see any reason why it won't stay like that if we are pretty sure that the change is down to the 200m cable change.

So - I'd like top thank you for your hard work, analysis and persistence in getting this fixed. It's been an absolute pleasure dealing with you. If it is possible, please pass on my thanks to Openreach too. Stuff goes wrong, but if it goes wrong with this sort of attention then it is so much more bearable.

All the best,

Pete

[NeilO]

Hi @PeterY1 thanks for getting back to me, that's brilliant I'm really glad we got there in the end. Thanks for your patience and understanding whilst I worked on this for you 

[PeterY1]

Hi Neil, I am sorry to report that the upload speed has returned to its speed during the fault. After you called, on 18 March I confirmed that the upload speed had gone up to >7Mb/s - we thought we had a fix. It stayed at about that speed until 25 March. On the 26 March it dropped back down to the fault levels of around 2Mb/s and stayed that way until today (29 March). Can we reopen the issue please? Best regards, Pete

[NeilO]

@PeterY1  I'm so sorry this has returned. I've reopened the case and will get this looked at again.

[NeilO]

@PeterY1 Thanks for speaking with me yesterday, the network team who are assisting with the fault have asked that the NAS drive is left disconnected for at 4 to 7 days to allow them to compare the line stats without it connected if that's ok?

[PeterY1]

Hi Neil,

I got your voicemail with respect to the NAS drive.  

The upload speed is back at around 7Mb/s which is good. But, I don't think theNAS drive is the cause of any change, because:

1. The NAS (Apple Timecapsule) drive has been plugged in again since Tuesday morning so unless there is a lag in any adverse affect then it can be eliminated as a cause.

2. The NAS drive has always been plugged in (via a switch) on the network for 2 years so I would expect it to have always had a detrimental affect on the upload speed if it was the cause.

3. The NAS drive does not back up to any cloud, so if it was to have a network affect then I would think it would be internal to the house only rather than affecting external upload speeds.

4. The NAS drive has wireless disabled so wireless interference can probably be ruled out. It is connected to the network via a BT hub wireless access point.

I am delighted the upload speed is back up again but I'm unconvinced we have the reason why or at least confused as to how the NAS drive could be causing the issue.

Cheers

Pete

[NeilO]

Hi @PeterY1  many thanks for replying, I called again but missed you.

As far as I am aware no changes were made on the network side of things other than your NAS drive being removed from your own set up which appears to have resulted in the upload improving. I've went back to them with your points to see if they can shed any light on what may have happened and will get back in touch with you in due course.

[PeterY1]

Thanks Neil. NAS drive still plugged in and upload speeds are fine.

Pete

[PeterY1]

Hi Neil

It looks like a truck has torn the nice new dedicated cable that was laid to my house earlier in the year. I've tidied it up from the middle of the road about 100m from my house. As you'd expect I have no dial tone. 

I've reported it to BT via the automated line but I am keen that I don't end up on the other unused pairs as they were not used last time to eliminate the upload speed issue.

Many thanks in advance

Pete