Upload capped at 20mbps

[Scubasteve79]

Hello, I'm new here. I just got my full fibre installed on Wednesday. I took the full fibre 900 after leaving Fibrus where I had 1000 mbps download and upload. With BT my download speed is fine but my upload speed seams to be capped at around 20mbps. I have tested  this on the BT home hub and my own router and the results are the same. The speedtest on the hub says that I'm getting the full upload speed but I'm not. Speedtest.net and fast.com comfirm that I'm not. I have spoken to a BT agent on the phone who has run tests and has said the line and speed are fine, he wasn'tvery helpful. For test supposes I've used a laptop with a wired connection and a cat 6 cable. I had not issues like this with Fibrus.

[imjolly]

if your BT broadband was activated last Wednesday and still at 20mb then you need to contact CS 03301234150 and they should be able to help you

[Scubasteve79]

There's an engineer now booked to look at a slow connection.

[imjolly]

I doubt an openreach engineer will fix problem as I think your connection has been provisioned incorrectly by BT and needs reset by BT

[Scubasteve79]

The engineer was out today and has done some tests on on his laptop. He also has confirmed my Internet speed is slow. At the time of his visit he was getting a download speed of 660mbps and a upload at about 9mbps upload. He thinks that the line has been limited or throttled. He advised me to call BT to get this reset or adjusted. I called BT but the call handler at hadn't a clue what I was talking about. BT are now senting me out a new home hub to see if it fixes the problem, it won't as my own router also shows me the same problem as the BT home hub that I already have.

[imjolly]

As I posted previously your connection has been provisioned incorrectly and it needs BT to reset your connection and provion correctly need to phone CS again

[Scubasteve79]

I've asked CS to do precisely this twice now and they didn't have a clue what I were talking about. Is there anyone here that is able to reset it for me?

[Scubasteve79]

Got a message this morning that BT have done extra tests and they are looking me to book another engineer because my speed is below the minimum guaranteed speed.

[Scubasteve79]

BT are again sending another engineer out to look at my equipment in the house. There is nothing wrong with it as my  own router is giving  my the same results. I again have asked CS to reset my connection but they don't know want I'm talking about and that they can only reset my router. Can anyone here help me?

[Peter_W]

Hi @Scubasteve79, there's a chance that this could have been incorrectly provisioned at the point of order like @imjolly mentioned, and this is something that we'd need to fix from our end. 

It's worth giving us another call so we can get this double checked, and if needs be you can also request escalation if they try to go down the engineer route, too. 

You can also report these issues to us by officially logging it with our complaints team, and you can find more details on how to raise this via our complaints code of practice.

Peter