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Aspiring Contributor
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Message 1 of 12

Slow Download Speed, but fast Upload speed

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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)

 

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11 REPLIES 11
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Distinguished Sage
Distinguished Sage
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Message 2 of 12

Re: Slow Download Speed, but fast Upload speed

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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?



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Aspiring Contributor
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Message 3 of 12

Re: Slow Download Speed, but fast Upload speed

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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

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Distinguished Sage
Distinguished Sage
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Message 4 of 12

Re: Slow Download Speed, but fast Upload speed

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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?



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Aspiring Contributor
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Message 5 of 12

Re: Slow Download Speed, but fast Upload speed

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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?

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Sage
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Message 6 of 12

Re: Slow Download Speed, but fast Upload speed

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Enter your number HERE.

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Aspiring Contributor
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Message 7 of 12

Re: Slow Download Speed, but fast Upload speed

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Thanks Pippincp

 

Exchange TAUNTON is served by Cabinet 2

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Aspiring Contributor
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Message 8 of 12

Re: Slow Download Speed, but fast Upload speed

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Shall I call the customer services again?

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Sage
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Message 9 of 12

Re: Slow Download Speed, but fast Upload speed

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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.

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Distinguished Guru
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Message 10 of 12

Re: Slow Download Speed, but fast Upload speed

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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

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