Slow Download Speed, but fast Upload speed

[Swerly]

Hi, I have recently been having speed issues with my internet speed.

I was happily getting 50mbs each night, but since last Tuesday (16/06), I have been getting 3mbs download but 18mbs Upload.

I rang the customer service number and organized an engineer for Friday (19/06), hey said my Line was pulling out 80mbs, so it must be the router. I rang BT customer services again on Monday (22/06) and repeated the engineers recommendations, they sent me a new router straight away and I received it today (23/06). When i set it up (mid-day), I ran a speed test and was getting 20mbs which i thought was okay, as you usually need to let it settle for a few days.

However, when I am on the internet in the evening, I am getting 3mbs again.

After a few searches on here, I can see others having the same issue and it being resolved by fixing something in the exchange.

How would I go about getting someone to look into this?

Below are my stats from the technical log.

Product code:Smart Hub 2

Serial number:+091298+2014031667

Firmware version:v0.15.00.06145-BT

Firmware updated:unknown

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,09 Hours02 Mins10 Secs

Data rate:20 Mbps / 79.987 Mbps

Maximum data rate:25.442 Mbps / 96.906 Mbps

Noise margin:9.3 / 10.6

Line attenuation:4.2 / 9.1

Signal attenuation:4.2 / 9.1

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:10.2 GB Uploaded / 14.1 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-37AF5Z

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:BT-37AF5Z

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:CC:D4:2E:AA:38:A2

Software variant:-

Boot loader: 0.1.7-BT (Thu Nov 30 09:45:22 2017)

[imjolly]

Run btspeedtester and post results. Must be done with Ethernet connection

https://speedtest.btwholesale.com/

did you turn off smart setup when you set up new SH2?

[Swerly]

Hi Distinguished Sage, Thank you for the fast reply.

The below are the results.

Basic Performance Test -
Time Stamp Latency Download Upload
Tuesday 23 June 2020 | 21:13:42 77 Ms 3.22 Mbps 20.76 Mbps
Advanced Performance Test -
Download Test
Download speed achieved during the test was 3.22 Mbps
For your connection, the acceptable range of speeds is 40-77.42 Mbps
Your DSL Connection Rate: 0 Mbps(DOWN-STREAM),0 Mbps(UP-STREAM)
For your connection, the maximum achievable download speed is 77.42 Mbps
IP Profile for your line is 77.42 Mbps
Upload Test
Upload speed achieved during the test was 20.76 Mbps
For your connection, the maximum achievable upload speed is 20 Mbps
IP Profile for your line is 20 Mbps

[imjolly]

Sorry but can you confirm btspeedtester was run using Ethernet connection

is your download speed ok during off peak?

which exchange and cabinet are you on?

[Swerly]

Hi sorry, yes I ran on test using a Ethernet connection.

My download speak off peak was 15-20mbs so was manageable.

How do I find out which exchange and cabinet I am on?

[pippincp]

Enter your number HERE.

[Swerly]

Thanks Pippincp

Exchange TAUNTON is served by Cabinet 2

[Swerly]

Shall I call the customer services again?

[pippincp]

No, don't ring CS as they can't do anything about this. It looks like congestion at the exchange. Hopefully @imjolly will get one of the mods to have a look for you.

[DanielS]

Hi @Swerly,

We'll need to take a closer look at this for you.

I've sent you a private message with some information that I need.

Thanks

DanielS