zero upload speed ADSL broadband

[EmmaW1]

Hello

Since July last year (when my local exchange was being upgraded) I have been having problems with my broadband speed.  It is ok in the evenings and weekends, but totally unusable between 8am and 3.30 pm and in the middle of the night.  Numerous speed tests revealed:

download speed hovers around 3.00

upload speed 0.00

ping 0.00

After many discussions with the Indian call centre I changed microfilters, ethernet cable, two new homehubs (3 and 4), which made no difference whatsoever.  I only use one device at the time, and there are no other people using my broadband connection.  The puzzling thing is that in the evening everything works perfectly, my upload speed goes to 0.90, and ping to around 25.

The Indian call centre insist that the upload speed is not BT's responsibility, and that I can use the internet with zero upload speed.  Well... I cannot.  I cannot open web pages, even google, I cannot send emails or receive them.  My equipment is not faulty, as I tried several devices - new and older.  Everything works perfectly in the evenings.  

I am paying for unlimited broadband but receive it only 50% of the time.  I do not stream videos nor play games, all I want is the basic speed so I can send and receive emails and do some online shopping.

Please help!!!!!!!!!!!!!

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

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).


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

can you enter your phone number and post results  remember to delete number  https://www.btwholesale.com/includes/adsl/main.html

Someone may then be able to offer help/assistance/suggestions to your problem

[EmmaW1]

Hello

Thank you for your prompt reply.  I tried the quiet line test, which sounded quiet to me.  The results of the speed test are:

Download speed 3.16

Upload speed 0.00

Ping latency 0.00

The results of the diagnostic test are:

1. Best Effort Test: -provides background information.

Download Speed
3.23 Mbps

0 Mbps 4 Mbps
Max Achievable Speed

Download speedachieved during the test was - 3.23 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 3.13 Mbps

2. Upstream Test: -provides background information.

Upload Speed
0.07 Mbps

0 Mbps 0.83 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 0.07Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

The results from my home hub troubleshooting log are as follows:

11:31:12, 13 Mar. OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.66:49286-​>17.172.232.175:443 on ppp0)
11:26:02, 13 Mar. (257238.120000) CWMP: session closed due to error: Could not resolve host
11:25:47, 13 Mar. (257223.090000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

10:55:57, 13 Mar. BLOCKED 2 more packets (because of Advanced Filter Rule)
10:55:56, 13 Mar. OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_wlan1.2_out/rule/0: UDP 0.0.0.0:68-​>255.255.255.255:67 on wlan1.2)
10:55:56, 13 Mar. BLOCKED 2 more packets (because of Advanced Filter Rule)
10:55:56, 13 Mar. OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_wlan1.2_out/rule/0: UDP 0.0.0.0:68-​>255.255.255.255:67 on wlan1.2)
08:49:48, 13 Mar.

8:32:47, 13 Mar. OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.64:49627-​>193.113.8.193:80 on ppp0)
08:32:22, 13 Mar. OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.64:49636-​>193.113.8.193:80 on ppp0)
08:32:11, 13 Mar. OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.64:49627-​>193.113.8.193:80 on ppp0)
08:26:38, 13 Mar. OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.64:49578-​>193.113.4.153:80 on ppp0)
08:22:34, 13 Mar. OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.64:49514-​>193.113.4.153:80 on ppp0)
08:14:32, 13 Mar. (245748.160000) Wire Lan Port 4 up
08:14:31, 13 Mar. (245747.370000) Lease for IP 192.168.1.64 renewed by host Unknown-​c4-​2c-​03-​03-​cc-​04 (MAC c4:2c:03:03:cc:04). Lease duration: 1440 min
08:14:31, 13 Mar. (245747.370000) Device connected: Hostname: Unknown-​c4-​2c-​03-​03-​cc-​04 IP: 192.168.1.64 MAC: c4:2c:03:03:cc:04 Lease time: 1440 min. Link rate: 1000.0 Mbps
08:14:31, 13 Mar. (245747.310000) Lease requested
08:14:23, 13 Mar. (245739.160000) Wire Lan Port 4 down
08:14:11, 13 Mar. (245727.160000) Wire Lan Port 4 up
08:14:08, 13 Mar. (245724.160000) Wire Lan Port 4 down
08:13:59, 13 Mar. (245715.160000) Wire Lan Port 4 up

I hope that this will help you to help me.  My broadband connection incredibly slow, but at the moment is has sped up a little.

[imjolly]

sorry

if using a hub 4 locate these lines located in the hub logs

Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

are you using wired or wireless?  are you connected to test socket?

[EmmaW1]

Hello

How far do I need to go to find these lines?  I went back 3 days and have not found them.

I am using the socket that I have been using for the last 10 years, which is located in my upstairs room, so it is not the main socket or test socket.  But is has worked well until July last year.  And I did not make any changes at the time.

Also could you tell me if the upload speed is important.  I understand that it is, but the man from the Indian call centre insisted that it doesn't matter that my upload speed is zero.  All he was interested in was the download speed.  My broadband connection does not work at all at the moment.  I am using my husband's wi-fi  to send this message.

Thanks.

[EmmaW1]

Sorry I forgot to add that I use ethernet connection, the cable was changed 6 months ago, and it works in the evenings and weekends very well.  

[imjolly]

the  2 lines are normally when your hub last connected to the internet

[john46]

select WAN on the drop down menu you should find them there

[imjolly]

there have been previous posts where the customer could not find the stats with a HH4 - maybe applies to you as well

[Keith_Beddoe]

Restarting the home hub should put the stats near the latest entry, once the connection stabilises.