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Beginner
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Message 1 of 8

Non-existent upload speed

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Today my upload speed according to the BT wholesale speed tester is a pathetic 0.10Mb/s (download speed with ethernet cable = 213.40Mb/s; wireless = 70.52Mb/s). It was fine yesterday but has been useless all day today.

I’ve been in touch with BT using chat 3 times but I'm no further forward, just been going around for hours  being told to do doing various speedtests.

I’ve tried: rebooting the modem, turning the modem off/on, repositioning the modem, swapping the yellow cable into another port, tried various computers (PC, iMac, iPad) – all have the same problem.

(I did the ADSL test thingy but I can't upload the screenshot ... because I have no upload speed ... argh!)

Any suggestions?

Thanks

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Expert
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Message 2 of 8

Re: Non-existent upload speed

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@robsonc

Hi there, can you put your phone number into this checker and copy and paste the results..? (as you can't upload a pic)

PLEASE remove your number from the results before posting it.

Also which hub are you using?

Regarding the speed test which browser are you using?

Kind Regards
CJT80
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Beginner
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Message 3 of 8

Re: Non-existent upload speed

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Hi, thanks for the speedy response. It's a BTHub5,  on the PC I'm using Chrome, iPad/iMac is Safari. I've pasted the data from the checker below.

Cheers.

 

BT Wholesale
BT BROADBAND AVAILABILITY CHECKER
Telephone Number           on Exchange TILE HILL is served by Cabinet 9

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in Jumper  High Low High Low        Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date   ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date Left in JumperOther Offerings     Availability Date   Premise environmentStatus
VDSL Range A (Clean)8058.3201950.8Available---- 
VDSL Range B (Impacted)7246.6201539.6Available---- 
FTTP on Demand33030--Available---- 
WBC ADSL 2+Up to 11.5--9.5 to 13Available---- 
WBC ADSL 2+ Annex MUp to 11.5Up to 19.5 to 13Available---- 
ADSL MaxUp to 5.5--4.5 to 8Available---- 
WBC Fixed Rate2----Available---- 
Fixed Rate2----Available---- 
VDSL Multicast------Available---- 
ADSL Multicast------Available---- 
Bridge TapN      
VRIN      
NTEFaceplateN      
Last Test Date04-07-2018      

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.

For VDSL or G.fast Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

 

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

 

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-Oct-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.

Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.

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Expert
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Message 4 of 8

Re: Non-existent upload speed

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@robsonc

Thank you for that.  

OK so the DSL Checker results look good, you "should" with no internal/external issues get up to 80/20 Mbps depending on your package. 

Chrome causes issues with the Speed Tester not sure on Safari, but that would be via WiFi.  Can you do speed tests via a Ethernet connected PC on IE/Edge? 

Additional things to think about to help you. 

What socket in the house is the HH5 connected to? Another other sockets? 

Can you try posting the router stats? Log into the Router then > Advanced Settings > Technical log information

 

Kind Regards
CJT80
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Beginner
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Message 5 of 8

Re: Non-existent upload speed

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Hi, I've ran the checker via Edge whilst ethernet connected, data posted below. The router is connected to the main socket, only one in the house.

Sorry, where's the Technical log info? Under Advanced Settings I can see options for: Wireless/Broadband/Home Network/Firewall/System ...?

 

BT BROADBAND AVAILABILITY CHECKER

Telephone Number       on Exchange TILE HILL is served by Cabinet 9

 

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in Jumper  High Low High Low        Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date   ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date Left in JumperOther Offerings     Availability Date   Premise environmentStatus

VDSL Range A (Clean)8058.3201950.8Available---- 
VDSL Range B (Impacted)7246.6201539.6Available---- 
FTTP on Demand33030--Available---- 
WBC ADSL 2+Up to 11.5--9.5 to 13Available---- 
WBC ADSL 2+ Annex MUp to 11.5Up to 19.5 to 13Available---- 
ADSL MaxUp to 5.5--4.5 to 8Available---- 
WBC Fixed Rate2 ----Available---- 
Fixed Rate2 ----Available---- 
VDSL Multicast------Available---- 
ADSL Multicast------Available---- 
Bridge TapN      
VRIN      
NTEFaceplateN      
Last Test Date04-07-2018      

 

 

 

 

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Distinguished Sage
Distinguished Sage
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Message 6 of 8

Re: Non-existent upload speed

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as hh5 then troubleshooting then helpdesk

run btspeedtester and when first test completes then run diagnostic test and post results  must be done with wired connection and use IE/Edge  http://www.speedtest.btwholesale.com/



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Message 7 of 8

Re: Non-existent upload speed

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Righto, I've tried that, here are the results:

Information for Helpdesk agents
When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request.
 
1. Product name:BT Home Hub
2. Serial number:+068343+NQ55310286
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 16/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 04:25:58
6. Data rate:20000 / 75680
7. Maximum data rate:34509 / 75736
8. Noise margin:15.8 / 5.9
9. Line attenuation:16.2 / 15.9
10. Signal attenuation:16.0 / 15.9
11. Data sent/received:172.5 MB / 3.4 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-7XTW
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-7XTW
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:84:a4:23:20:1b:a4
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
 

 

 

1. Best Effort Test: -provides background information.

 Download Speed
 71.1 Mbps
  
0 Mbps73.25 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 71.1 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-73.25 Mbps .
 Additional Information:
 IP Profile for your line is - 73.25 Mbps


2. Upstream Test: -provides background information.

 Upload Speed
 0.15 Mbps
  
0 Mbps20 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 0.15Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 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.

 

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Message 8 of 8

Re: Non-existent upload speed

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