Upload speed issue

Apologies if this has been raised before.
I got Infinity 2 last year and speeds have dropped a bit. However my main problem which I can't get answer out of BT is this: the line was tested and says it will support 75 d/l and 19up, there is no fault with the line or equipment, BT wholesale test confirms this yet I can only get 9.5 meg up at best. I am about 100 metres from cabinet.
One answer I got was if you want faster upload then get a business line!
What I can't understand or get explained is that if the line stats say I should get the max speed then why do I only get half?
My suspicion is that there is a limiter of some sort restricting my upload speed and therefore it is misleading of BT to advertise a service and not provide it.
I did ask what would happen if I downgraded to Infinity 1 would I still get same upload [ as it would be the max for that package] - they would comment on the speed I would get!

If your download speeds are in the 60 Meg or higher area then probably a configuration fault with the Openreach kit.

It happens now and then in that you get the up to 80 download config but the wrong upload config uploaded to the line card port (or some other element). It is a fault that just needs Openreach to be pestered by the ISP.

This may not be relevant to fibre but my upload on BT ADSL2 has been cut by more than 50% since my BB was cut off for a fortnight last month. I see yours too has a 50% cut. I've posted on the BT Forum but postings regarding slow uploads confirm the BT second-tier operator who says that it's within limits and nothing can or will be done about it. Sorry but not surprised to see BT top the complaints table this week.

Thanks MR Saffron
I will try and contact BT again to see if this is the issue.
Have tried the BT wholesale speedtest several times just now and can't get the further diagnostics to load.
Got d/l of 68Mbps and up between 9 and 9.6 Mbps

You need to really nag BT first line support and get through to second line.

I had exactly the same issue and I could see my original router stats which confirmed that a 26Mbps upload was possible!. Three long visits from BT Techs (totalling 16 hour) and them making numerous called to support well beyond second line. They loaded and reloaded profiles, pulled my connection onto their own LAN and ran diagnostics - 19Mbps achieved. Back to a normal connection and only 9 Mbps. Then suddenly it jumped to 19Mbps and has remained there.

Persistence is what it needs.

& the patiece of a saint,no doubt

Thanks for this but please explain what you mean by 1st & 2nd line and how to contact 2nd line.
Last year all I got was different people who wanted to argue with me and tell me nothing was wrong.

Are you on a normal connection or another profile?

I agree I need persistence & patience

First line are those who answer the phone to you. They know the basics and how to solve a lot of issues. If they have problems they escalate it to second line - you cannot initiate a call to second line but once it is with them you can normally speak with them.

I had the "nothing wrong" answers and have had to argue through it. Start by getting your modem stats - if you can, and that wil show the line capability. Get hold of support, do their checks and then ask for their supervisor/manager and get them to escalate it.

My connection is a standard Business Infinity but I have had to help sort this issue on Residential lines too.

I have a Home Hub 3. When I was on ADSL I could get line stats but on Infinity they no longer show up in the router menu. If there is a way to log on to the cable modem I don't know how.. It is a white box with ECI Telecom on the label.

Thanks for your help MHC

It is actually a VDSL modem.


With the ECI no, you cannot log on but with a Huawei HG612 you can.

I have same issue on sign up I was quoted :
We estimate your download speed will be: 53.2Mb
We estimate your upload speed will be: 15.7Mb

I got above 50 for first few month then dropped to just above 40. Upload have always been 9.

BT wholesale test:
41.02 but 42.28 Mbps Max Achievable Speed
9.51 but 20 Mbps Max Achievable Speed
Ping Latency 26

High Low High Low
FTTC Range A (Clean) 55 38.1 14.5 9
FTTC Range B (Impacted) 47.5 25.9 14.5 7

Does this make sense?

Keith

Sorry for the delay in getting back.
Rang BT last Wednesday [didn't want to ring on the 1st] and the tried a few things, told me to wait 2 days and call again if problem persisted.
I called last Friday got through to an Indian lady who seemed to know what I was on about.
Long story short: she made some changes [to the profile?] and got me to reset the VDSL modem and then the Home Hub 3 with a paper clip. This has finally given me 18+Mbps upload although the BT wholesale test only gets to 16.5 but the speed test here shows 18.85 at best.

Not sure what the High low figures mean but try calling them and suggest you have the wrong profile enabled, as I did. My max d/l has dropped 7Mbps in part due to the number of people signing up for fibre as BT are still beating the competition on price. 9.51 but 20 Mbps Max Achievable Speed, this was similar to what the speed test showed me.

If only BT could actually figure out what they do which resolves the problem. I have come aross quite a few cases where an expected 20Mbps upload has only given 10Mbps - anywhere from 8-9.5 in tests rather that 16-19.

I get 15 or 16Mbops on the BT test, but significantly better here at 17.5-18 - it just seems to be that way!

I have just noticed that my line which used to give a solid 18.5Mbps real upload is now just under 10Mbps (suspiciously near 10, exactly as MHC notes).
I don't know when this started. Mostly I don't need the speed but yesterday I did, so I noticed.
Upload sync speed remains at 19999kbps and profile at 20Mbps.
Download still good at around 70Mbps.

About to be away for a time so I'm too busy to chase it up now.
I'll look into it when we return if it is still bad.

If you have a hacked modem or Hub5 take a look and you will probably see: Upstream SNR 12dB and Max Attainable 26Mbps (or similar).

Thanks for commenting ...
No: upstream SNR 6.5, upstream max rate 20561, upstream rate 19999. (unlocked HG612)
So it appears to be higher up the stack that the limiting (or whatever) is happening.

In reply to a post by StephenTodd:

Thanks for commenting ...
No: upstream SNR 6.5, upstream max rate 20561, upstream rate 19999. (unlocked HG612)
So it appears to be higher up the stack that the limiting (or whatever) is happening.

I did say "or similar" - there is still a little in hand. I have about 9dB and 23000 - currently on an ECI modem not Huawei though.

The problem is somewhere in the various profiles across te BT network - it took several long visit and back-room, 3rd line support until it suddenly changed here and no-one involved could say what had happened/changed. You will need patience to get it sorted.

Thanks. I'll prepare for an epic journey through BT's support system when we return from our holiday ...

This is probably irrelevant as I'm on ADSL2, but my upload speed has also been cut by half since my BB went down for a fortnight due to an exchange fault. BT second line support is unable to tell me why my 980kc uploads have fallen to 440kc, adding that it's within acceptable limits so they won't/can't do anything about it. They said they would call back but didn't. Fortunately my contract ends soon

Edited by Malwaremike (Sat 12-Apr-14 18:32:39)

Sounds like you've been put on G.DMT. What are your line stats?

(I assume you also meant ADSL2+, which is a lot different from ADSL2).

Connection time 2 days, 14:28:03
Downstream 11,094 Kbps
Upstream 440 Kbps
VPI/VCI 0/38
Type PPPoA
Modulation G.992.5 Annex A
Latency type Interleaved
Noise margin (Down/Up) 6.3 dB / 26.7 dB
Line attenuation (Down/Up) 33.0 dB / 16.0 dB
Output power (Down/Up) 17.0 dBm / 1.3 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 14411 / 0
CRC Errors (Down/Up) 73 / 0
HEC Errors (Down/Up) 1030 / 0
Error Seconds (Local/Remote) 54 / 0

Router has reset itself, does so every few days, but these stats are consistent with earlier figures. Download is fine for my purposes, but sending pics etc is really slow.

It looks to me as though for some reason the upstream has been capped - look at the huge noise margin and the 440kbps sync. It should be well over 1Mbps at your attenuation. (Since typing that I've read back, and you were getting 980kbps actual. You still should and they are being either obstructive or stupid.

It might be worthwhile doing a factory reset on the router. Find where the (recessed) reset button is, and while it is on gently but firmly press that for a few seconds with an opened up paper-clip until the lights start doing tricks. Then release it and let it start up normally.

If that doesn't work, time to kick and scream I think .

Thanks Bob. Makes no difference, the problem seems to be at BT end as the original fault was eventually found to be an authentication issue. I still have second-line tel no so I'll tackle them again. In the meantime my good neighbour 50 yds away makes me welcome on his TalkTalk connection: steady 37Mb unlimited for £1 a month more than I am paying BT for 10Mb, 10Gb/month and snail-pace upload.

Just had this happen to me after my speeds went up and down on their own over the weekend and trying to get the morons at BT to acknowledge there is an issue would be a joke if it wasn't so painful. Got a manager calling back tomorrow evening but I don't hold out much hope. When I have the money to spare I think it is time to buy out the remainder of my BT contract, if only for piece of mind. For I have had more issues and less resolution in the 8 months or so I have been with BT than in the 6 years or so I was with Be.

Just disconnected and reconnected the hub (HH3B) and the upload has returned to normal (over 18Mbps).

First disconnect/reconnect did not change by IP address, and did not help upload.
Second disconnect/reconnect changed IP address and fixed upload.

Well I finally got a manager call back who agreed that there was a problem and that I should still be on Infinity 2 upload speed not Infinity 1 and hopefully it will be fixed in the morning. But boy, was dealing with two layers of support last night painful and frustrating with their second layer support insisting that I would just have to put up with Infinity 1 upload speeds on Infinity 2, even though the lower speed had just started happening a few hours earlier. The BullDog's debacle in the mid 00s aside, BT support is the worst I have encountered across 8 or so ISPs by an order of magnitude. Oh well, fingers crossed it will be fixed as dealing with BT support one feels the will to live rapidly dwindling.

Just had a chat with BT second line support who also suggested router reset --- makes no difference. He repeats that the upload is within limits and there is nothing he can do, but perhaps I could move to Infinity. The BT forums (not half as useful as TBB anyway) say the same thing.

Fortunately my neighbour who gave me BB when BT cut me off in February is happy to share his unlimited TT connection which uploads at 2Mb or more. It's a convincing trial even for one who has little regard for TalkTalk.

They are just messing you about. What you do about it I'm not sure.

In the days of Ian Livingston you could have emailed his office. It may be worth trying his replacement, [email protected]

Make sure you give the story from before the fortnight's loss . A (text format) speed test result may help. Plus the phone number of course.

AND! ADSL2+ not ADSL2.

Edit: email address corrected as per jcym's post.

Edited by RobertoS (Fri 18-Apr-14 10:31:47)

That email to gavin works but it should be [email protected] I recently used it after being messed around by first and second line support with each contradicting the other. The same day I sent the email I got a telephone call back from a UK based team who took ownership of the problem.

It helps to give the full story very from the beginning, as well as whatever interactions you have already had with support.

Thanks . I saw this just in time to be able to edit it.

Well it wouldn't surprise me if they have a catch all for variations on his name and the one you originally posted might also work, though not necessarily going into the main inbox. I have a similar setup for my own email addresses where they get dumped into a 'check later' box if they don't quite match exactly with any of my actual email addresses.

Thanks Bob. I mailed the CEO and within two hours had a call from the tech support team based in Newcastle, followed by email saying the line would be reset within a couple of hours. This did not solve the problem so I mailed them over the Easter hol. They are trying another reset but I don't hold out much hope:

Your profile is �uncapped� so there is nothing restricting the upstream rate. I have had our engineering team manually reset your line and I will need to monitor this overnight to see if it makes a difference. If this doesn�t increase the speed, you may want to think about moving to BT Infinity which could give you up to 20mbps upload.

Upgrade to BT Infinity (ie pay us more money) seems the usual solution when all else fails. In fairness upload speed has doubled this morning but download noise margin down is up 50% and upload noise margin is still high:
Downstream 9,941 Kbps
Upstream 888 Kbps
Modulation G.992.5 Annex A
Latency type Interleaved
Noise margin (Down/Up) 9.4 dB / 11.1 dB
Line attenuation (Down/Up) 33.2 dB / 16.1 dB
Output power (Down/Up) 17.8 dBm / 1.3 dBm
Strange that the Indian call centre could not have sorted this, and how many customers would know to mail the CEO's office? Anyway, my connection still not as good as it was before February's downtime but at least it's usable until June when my contract ends.

Your upstream is now correct for WBC Interleaved. If DLM can get you on Fast Path it will increase to 1.1-1.3 Meg.

Hopefully the downstream should sort itself out shortly. You could try a manual reboot during daylight.

My BT BB problem now sorted by Newcastle executive complaints team. They say the upload slowdown was caused by equipment reducing my speed due to a line fault. They asked for a manual reset, after which download remains about the same but upload has doubled to 888kc. I was on fast path before, they will leave the current interleaving as I am satisfied with my connection. Thanks again for TBB's collective advice.