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Message 11 of 24

Re: Upload speed is awful / painfully slow (667kbps)

FTTP is not available.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

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.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

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

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

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

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Message 12 of 24

Re: Upload speed is awful / painfully slow (667kbps)

As you can see the expected up speed was 1.3/0.8mb and you are slightly below bottom level. Unfortunately there is no guarantee on up speed   you could try CS 03301234150 and see if they can help 

What did your package show in MYBT?



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Message 13 of 24

Re: Upload speed is awful / painfully slow (667kbps)

Thanks

FYI i did a facrory reset on my router and it came back after a longtime trying to connect (about 15 mins) with 5mbps download connection!  

So i then attempted to reboot a few times and it just didnt reconnect (after waiting for >30 mins).   

I then left it for a few hours and come home to find it connected....but now 17mbps....so 3mbs less than i did earlier!  

I will reboot again overnight and see what its like in morning, and then (if i have spare time) call Tech support as clearly something isnt right if its taking this long to connect and connecting at vastly different speeds?

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Message 14 of 24

Re: Upload speed is awful / painfully slow (667kbps)

From MyBT:

 

northy1_0-1747263525148.png

so worse than promised...

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Message 15 of 24

Re: Upload speed is awful / painfully slow (667kbps)

Don't keep rebooting your router, it will make things worse. DLM will take umbrage and reduce your speed even further.

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Message 16 of 24

Re: Upload speed is awful / painfully slow (667kbps)

yeah thats probably happening - now on 14mbps!

what can i do - simply wait for a few days and reconnect or need to call support?

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Message 17 of 24

Re: Upload speed is awful / painfully slow (667kbps)

Call support

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Message 18 of 24

Re: Upload speed is awful / painfully slow (667kbps)

1. So i call CS - and follow options for Broadband...then Faults...it tells me it will send a SMS with a link
i get the SMS and follow it - it tells me it will send me another SMS
then i get an SMS saying i am not eligible as im not an EE customer - WTF?

2. Call again - get another text  - repeat as above

3. Call again - try a different route
Now get a text to run fault diagnostics...

4. Call again - back to #1


Q. is there a direct route to speak to UK/Ireland tech support?

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Message 19 of 24

Re: Upload speed is awful / painfully slow (667kbps)

Tech bot tells me fault is fine and i need to reboot ....

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Message 20 of 24

Re: Upload speed is awful / painfully slow (667kbps)

ok so 6th call, the IVR or whatever recognised id called multiple times and i eventually got routed to a human.

They said my wifi channel was congested and did something....didnt change anything my end....i did try to explain that i have the BT Hub  Wifi disabled and using a Deco...and i queried that surely this wouldnt help the sync speed?  Didnt really explain...

So despite my scepticism, they have now booked in a BT home engineer to visit Monday, but not an Open reach?
i did query this a lot - ie that the router sync speed is limited at 14mbps surely at the BT / DLAM / Cabinet and sending an engineer to the home isnt going to help any?   Can a BT or Openreach engineer visiting my house update the DLAM?

Will see...to be honest i felt like i knew more about this than the CS representative...

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