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Message 1 of 4

Poor Upload speed/ how to get profile changed

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Hi,

 

I have BT broadband at home and it works ok. It used to work OK at my mother-in-laws but in both of my last visits I have struggled to even run VoIP calls without issues. 

 

Checking the hub I can see the upload speed is very, very poor. I spoke to BT service team last night (when upload speed was 200Kbps). They claimed to have resolved the problem and claimed upload speed would be up to 18Mbps. However as per stats below this is obviously not the case. 

 

Connection is hardwired. Given I use the same PC at home without issues I am assuming its not anti-virus/firewall on the machine

 

Is there anything I can do to resolve this. I need a service that works for basic VoIP / app sharing. I don't need such a skewed asymmetric service.

 

 

 

1. Product name:

BT Home Hub

2. Serial number:

+076272+NQ35138170

3. Firmware version:

Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 08/07/15

4. Board version:

BT Hub 5A

5. DSL uptime:

0 days, 00:59:13

6. Data rate:

800 / 54995

7. Maximum data rate:

5867 / 84818

8. Noise margin:

15.9 / 13.9

9. Line attenuation:

15.4 / 14.3

10. Signal attenuation:

15.3 / 14.3

11. Data sent/received:

1.9 MB / 7.8 MB

 

From http://speedtest.btwholesale.com/

Download Speed (Mbps): 28.91

 Upload Speed (Mbps): 0.73

 Ping Latency(ms): 35.25

 

 

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Thanks.

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3 REPLIES 3
Sage
Sage
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Message 2 of 4

Re: Poor Upload speed/ how to get profile changed

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What package is she on? Up to 18Mbps would indicate Itnfinity 2 which looking at the download attainable would appear to be a waste as it will never be attained.

 

As to upload, try a quiet line test 17171 option 2, the line should be silent. Any noise report as a line fault do not mention broadband.

 

There is noise somewhere on the upstream path as you should be getting around 4.5 -5.0Mbps.

 

Try a direct connection to the test socket with new filter as well.

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Distinguished Sage
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Message 3 of 4

Re: Poor Upload speed/ how to get profile changed

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Something is not right with that connection.

There's no chance an 84meg capable line is only capable of 5meg upstream.

Test socket, and if no change, an engineer is required.
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Message 4 of 4

Re: Poor Upload speed/ how to get profile changed

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Thanks for the replies. An engineer was dispatched and the BT Hub/ wireless router was found to be faulty. It was replaced and  rates are now 9995 / 54997 i.e. as per expectations.

 

So to note

  • Hubs can be faulty and produce "odd" behaviour
  • You need to persist if the "customer service rep" agenda is different to yours. I was told my Broadband product was not guaranteed speed and asked if I would like to talk about upgrading to a Business product. I had to "force" the CSR to book an engneer by saying I would need to switch providers to get this resolved
  • There is of course a charge for engineer call out if fault is not providers (as hub is BT's in this case fault was theirs)
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