Upload speed faster than download - help!

I spent many strained conversations with BTs oversees support staff trying to get my broadband connection fixed but it is really the worst I have ever heard of. It is so bad that on speedtester.bt.com I get 36-120kbps.
That is unacceptable and I do not think I can be forced to stay in an 18 month contract with speeds so slow.

What is the best way to fix things? The sad thing was that with my previous ISP (Andrews and Arnold) I had the same problem and they fixed it. Like a fool I went for the cheaper option but thats another story....

Please post the full results from the BT speed test, and also your modem/router stats, see here for help.

Your DSL connection rate: 5024 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 4000 kbps
Actual IP throughput achieved during the test was - 52 kbps

See what I mean!

Yikes!

Router stats not needed then .

Have you any idea how AA got it fixed? Was it just as bad?

Just dug out the email from Shaun at AAISP and this is the problem:

"It looks like the line on the VP was built differently to the MUX end so
we had a mis match, not being built correctly on the VP meant that the
capacity was restrained some what"

I'd get your issue sent straight off to the BT CEO Ian Livingston for immediate attention. This a clear breach of services levels on the wholesale end. THD should have sorted this for you the first time you contacted them. Anything below ~700k from memory is a breach of service. BT Wholesale will investigate this without question!

Drop me a PM if you want the CEO e-mail address. Hopefully BT support will come swooping to the rescue and get it sorted.

If you can provide that email address I would be grateful.....but I won't hold my breath. I don't think BT support will ever come swooping to the rescue for anyone however!

Not familiar with a MUX in broadband, the VP I take is the virtual paths at the exchange which route you onto BT's Colossus network, basically to your ISP.

MrSaffron may be able to shed some light onto this.

In reply to a post by fearby:

Just dug out the email from Shaun at AAISP and this is the problem:

"It looks like the line on the VP was built differently to the MUX end so
we had a mis match, not being built correctly on the VP meant that the
capacity was restrained some what"

I could be totally up the creek here as I'm well out of my knowledge area, but I have a feeling which ISP you are on can affect which VP you are using.

In which case maybe it was right before AAISP, or perhaps things were changed if you were moved to WBMC, and now you are away from AAISP they need changing back?

I certainly think that email extract needs passing on to BT support.

In reply to a post by fearby:

If you can provide that email address I would be grateful.....but I won't hold my breath. I don't think BT support will ever come swooping to the rescue for anyone however!

Ian's ELC and the HLC team is pretty good - unfortunatly its the only way to get some problems solved.