cancel
Showing results for 
Search instead for 
Did you mean: 
davidisherwood
Aspiring Contributor
825 Views
Message 1 of 14

Bt Retail Servers Fault

Go to solution

I recently upgraded from Infinity 1 (52mb/10mb) to Infinity 2 (76mb/20mb). We are close to the cabinet and got 15mb down on ADSL. The upgrade was good as we got 50mb down and 10mb up so pretty much right on the top speeds. We have a clean line with no extensions and straight into the master socket.

 

Since we upgraded to infinity 2 we get 71mb down, but still only 10mb up. We also now have an open fault on the line that has been there since we upgraded. I'm therefore guessing the fault is with our upload speed. It says the fault is with the Retail Servers.

 

I have spoken to the Indian call centres and the assistance they give is utterly woeful and they don't even seem to understand the basics of the broadband service.

 

It isn't lost on me that I'm getting a speed most people only dream of, but if I'm able to get 18mb up and am paying for it then surely I shoudl get this and not have a fault on the line. After all, psting pictures of my tea to myspacebook is much quicker with a fast upload....

 

I'd be grateful for any help

0 Ratings
Reply
13 REPLIES 13
Distinguished Sage
808 Views
Message 2 of 14

Re: Bt Retail Servers Fault

Go to solution

if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

 

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 

 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

 

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/

0 Ratings
Reply
davidisherwood
Aspiring Contributor
763 Views
Message 3 of 14

Re: Bt Retail Servers Fault

Go to solution

Hi,

 

Many Thnanks for replying.

 

Here is the homehub stats picture:

Screen Shot 2016-11-26 at 12.03.22.png

 

and the Wholesale ADSL checker results:

 

Screen Shot 2016-11-26 at 12.02.24.png

 

Here are the speedtest and diagnostics results. Ping Latency was 33.38ms. The upload speed of 10mb is what we have been getting constantly since the upgrade. The download of 69 is slightly down today as we've been getting 71 - 72 over the last day or so:

 

Screen Shot 2016-11-26 at 12.07.48.png

 

Thanks for your time,

 

Dave

 

0 Ratings
Reply
Distinguished Sage
Distinguished Sage
754 Views
Message 4 of 14

Re: Bt Retail Servers Fault

Go to solution

Is the speed test using a wired or wireless connection? Your upstream is syncing at the maximum 20Mbps.

0 Ratings
Reply
davidisherwood
Aspiring Contributor
743 Views
Message 5 of 14

Re: Bt Retail Servers Fault

Go to solution

Speedtest was done using a wired connection

 

 

0 Ratings
Reply
Distinguished Sage
720 Views
Message 6 of 14

Re: Bt Retail Servers Fault

Go to solution
upload speeds are not guaranteed and can be anything up to 20 Mbps there can be many reasons for low upload speed normally noise in the upload frequency range which can be hard to trace
0 Ratings
Reply
Distinguished Sage
719 Views
Message 7 of 14

Re: Bt Retail Servers Fault

Go to solution
Download speeds constantly vary due to network activity
0 Ratings
Reply
Distinguished Sage
Distinguished Sage
715 Views
Message 8 of 14

Re: Bt Retail Servers Fault

Go to solution

@john46 wrote:
upload speeds are not guaranteed and can be anything up to 20 Mbps there can be many reasons for low upload speed normally noise in the upload frequency range which can be hard to trace

Its not noise, the OP is syncing at 20M with headroom. It appears to be a network problem.

0 Ratings
Reply
Distinguished Sage
690 Views
Message 9 of 14

Re: Bt Retail Servers Fault

Go to solution
the noise I was referring to was that that would affect the upload frequency range not the type of noise that affect sync speeds

close range to some power supplies can affect upload speed worthwhile separating power supply leads and signal leads this is an old ADSL link but the posted suggestion can help http://community.bt.com/t5/BB-Speed-Connection-Issues/Poor-Broadband-speed/m-p/14217#M8397
0 Ratings
Reply
Distinguished Sage
Distinguished Sage
679 Views
Message 10 of 14

Re: Bt Retail Servers Fault

Go to solution

@john46 wrote:
the noise I was referring to was that that would affect the upload frequency range not the type of noise that affect sync speeds



Sorry John,noise that affects the upload frequency range will affect upload sync speed. Noise can't impact directly on upload speed, it acts on the DSL level.

0 Ratings
Reply