Huge BT infinity upload speed drop - help?!

23 replies
Found 7th Jul
Currently have infinity 1 52Mbps down/9.5Mbps up. Yesterday I got 52 down/9.5 up.
All was fine until this morning when an outage occurred. Now the upstream connection has dropped to just 471kbps while the downstream connection eventually stabilised back at 49.45Mbps.
BT are claiming there is nothing wrong/no faults however I beg to differ when there is such a massive drop in the upstream connection?
Has anyone else had this problem before?
BT are saying they won't send an engineer because there isn't a fault, and if they do send an engineer and no fault is found they will charge £129!

23 Comments

Hi I had the same problem about 12.30 am this morning

Original Poster

anth1968

Hi I had the same problem about 12.30 am this morning


It's infuriating! Called BT but as usual they're not accepting that there is a problem. Has your upload speed returned to normal? Advisor tried to tell me it was a problem with wifi (I tested it using Ethernet), then she tried telling me it was due to peak times (issue happened at 5am).

I'd give it 24/48 hours and then do a reset of your smarthub. Most of these issues tend to resolve themselves within that timescale.

It still having a problem after that, unless it's a business broadband account, normally a provider will only consider it a fault if download (not upload) speed is below the speed estimate quoted to you at point of sale.
Edited by: "robertr" 7th Jul

I would access your homehub manager via http://bthomehub.home as this will tell you the actual download and upload speed getting to your hub.

Original Poster

robertr

I'd give it 24/48 hours and then do a reset of your smarthub. Most of … I'd give it 24/48 hours and then do a reset of your smarthub. Most of these issues tend to resolve themselves within that timescale.It still having a problem after that, unless it's a business broadband account, normally a provider will only consider it a fault if download speed is below the speed estimate quoted to you at point of sale as on a residential broadband service they class upload speed as a non-guaranteed bonus.


This morning it dropped below the guaranteed download speed of 46Mbps but BT support tried to claim it was due to peak times.. even though it was at 5am! Would not admit there was a fault.

check the home hub manager, and see what speeds you're recieveing.

Original Poster

arjanvirdi

check the home hub manager, and see what speeds you're recieveing.


That's what I've checked. The upstream connection speed has always been 9.5Mbps however after the outage this morning the upstream connection is now only 471kbps.
The download speed has stabilised at 49.45Mbps.
BT are claiming there is no fault/it's due to peak time use.

Original Poster

robertr

I'd give it 24/48 hours and then do a reset of your smarthub. Most of … I'd give it 24/48 hours and then do a reset of your smarthub. Most of these issues tend to resolve themselves within that timescale.It still having a problem after that, unless it's a business broadband account, normally a provider will only consider it a fault if download (not upload) speed is below the speed estimate quoted to you at point of sale.


It dropped below the guaranteed download speed of 46Mbps but BT tried to brush it off as it being due to peak times (despite it happening at 5am) and refused to admit there had been a fault despite the intermittent slow connection.
At the point of sale they advertised it as up to 52Mbs down/9.5Mbps up.
Looks like they've stopped quoting for upload speeds now so just wondering if they've tried to sneakily reduce the upload speed.

andrsnh

It dropped below the guaranteed download speed of 46Mbps but BT tried to … It dropped below the guaranteed download speed of 46Mbps but BT tried to brush it off as it being due to peak times (despite it happening at 5am) and refused to admit there had been a fault despite the intermittent slow connection.At the point of sale they advertised it as up to 52Mbs down/9.5Mbps up. Looks like they've stopped quoting for upload speeds now so just wondering if they've tried to sneakily reduce the upload speed.



You would have been given a download speed range (not just up to 52Mbps) with a lower and upper figure. If the download speed continually drops below the lower estimate then they would raise a fault. Unfortunately, on a residential service there is no fault threshold for upload speed but they should still look into it for you if it continues past 48 hours.


Edited by: "robertr" 7th Jul

Original Poster

robertr

You would have been given a download speed range (not just up to 52Mbps) … You would have been given a download speed range (not just up to 52Mbps) with a lower and upper figure. If the download speed continually drops below the lower estimate then they would raise a fault. Unfortunately, on a residential service there is no fault threshold for upload speed but they should still look into it for you if it continues past 48 hours.


I live 0.2 miles from the telephone exchange so my estimated download and upload speeds were within 2Mbps of the 52Mbps down/9.5Mbps up maximum of Infinity 1 with a guaranteed speed of at least 46Mbps down.
For the past 8 months I've had a consistent 9.5Mbps up/51-52Mbps down until the outage this morning which is why I'm almost positive that there has to be a fault with BT somewhere given the consistency of service since I joined and the distance to the exchange.

andrsnh

I live 0.2 miles from the telephone exchange so my estimated download and … I live 0.2 miles from the telephone exchange so my estimated download and upload speeds were within 2Mbps of the 52Mbps down/9.5Mbps up maximum of Infinity 1 with a guaranteed speed of at least 46Mbps down. For the past 8 months I've had a consistent 9.5Mbps up/51-52Mbps down until the outage this morning which is why I'm almost positive that there has to be a fault with BT somewhere given the consistency of service since I joined and the distance to the exchange.



If an engineer has worked (for any provider) at the cabinet they can swap other lines over onto different ones which may not be of the same quality. This happened to me, I am on Infinty 2 and had top speed of 79Mbps, after many months this dropped one day down to 63Mbps, but as this was just above my lower speed estimate I had no recourse and it has stayed at this speed ever since :-(



Edited by: "robertr" 7th Jul

Original Poster

robertr

If an Openreach engineer has worked (for any provider) at the cabinet … If an Openreach engineer has worked (for any provider) at the cabinet they can swap other lines over onto different ones which may not be of the same quality. This happened to me, I am on Infinty 2 and had top speed of 79Mbps, after many months this dropped one day down to 63Mbps, but as this was just above my lower speed estimate I had no recourse and it has stayed at this speed ever since :-(


It's just so frustrating as BT refuse to accept that there is any sort of issue
The slow upstream speed has crippled any chance of being able to use cloud backups/game streaming/cloud computing

andrsnh

It's just so frustrating as BT refuse to accept that there is any sort of … It's just so frustrating as BT refuse to accept that there is any sort of issue :(The slow upstream speed has crippled any chance of being able to use cloud backups/game streaming/cloud computing



Its only been a day calm down lol. You can game with those speeds

This isn't a BT problem but an openreach issue. They're quite happy to fob you off until it either resolves itself or you just give up. Most likely an engineer has been in a cabinet and moved some cables.

First world problems eh blimey.....
Give it a few days, reboot your router and see if its any better. If not then BT will be far more likely to deal with your problem seriously if you've given it a few days....

But I would say that wouldn't I....:p
https://image.ibb.co/bT9sua/6437275811.png
upload from web
Edited by: "Uridium" 8th Jul

When I had issues years ago with ADSL an Openreach Case handler (the call was esclated) asked me to download a program called "networx" which monitors the speed and other stats of your connection all the time and from the graphs they have a better idea of that you are actually reciving yourself and also rules out the excuses of peak times etc. Might be worthwhile starting to get those stats rather than looking at snapshot speeds incase you need to build a case aainst the ISP.

softperfect.com/pro…rx/

BT Forums is also a good place to actually bring up your case. That was how I eventually got mine esclated in the day as some of the mods are OpenReach case handlers.
Edited by: "cecilmcroberts" 8th Jul

cecilmcroberts

When I had issues years ago with ADSL an Openreach Case handler (the call … When I had issues years ago with ADSL an Openreach Case handler (the call was esclated) asked me to download a program called "networx" which monitors the speed and other stats of your connection all the time and from the graphs they have a better idea of that you are actually reciving yourself and also rules out the excuses of peak times etc. Might be worthwhile starting to get those stats rather than looking at snapshot speeds incase you need to build a case aainst the ISP. https://www.softperfect.com/products/networx/BT Forums is also a good place to actually bring up your case. That was how I eventually got mine esclated in the day as some of the mods are OpenReach case handlers.



You mean a case-handler from your service provider? Openreach would not deal directly with the public on issues like this, they would refer you back to your service provider as you are not their customer, you are a customer of your service provider and your service provider is a customer of Openreach (if that makes sense?).

The problem with this specific case is that the download speed is within the speed range so there isn't a fault, and while the upload speed has dropped, there is no guarantee of the top upload speed over a residential line, although I would like to think that they should still look into it if it becomes so low to become unusable.

If you're sure you have a fault, ask them to send an engineer and show him/her the speed test results.
You only pay the £130 charge when the fault is your responsibility, internal wires etc
Anything from the hub going out is not your responsibility.

robertr

You mean a case-handler from your service provider? Openreach would not … You mean a case-handler from your service provider? Openreach would not deal directly with the public on issues like this, they would refer you back to your service provider as you are not their customer, you are a customer of your service provider and your service provider is a customer of Openreach (if that makes sense?). The problem with this specific case is that the download speed is within the speed range so there isn't a fault, and while the upload speed has dropped, there is no guarantee of the top upload speed over a residential line, although I would like to think that they should still look into it if it becomes so low to become unusable.



Pass it was back in 2011 and when the guy rang myself he said he was from Openreach not BT (though BT was my service providor but was getting no-where with support), we where also chatting about the traffic and weather where we work in Mallusk,Co.Antrim (at the time was freak snow and our work premises are more or less beside each other) which is where Openreach engineers are based here. I had already 3 engineer visits who each time said was no issues at my home and they had said also they kept putting in there report to stop sending engieers to my home as they could find no faults. In the end it turned out to be congestion on a virtual server on my exchange (or something along those lines) which more or less they had no intention on fixing as fibre was about to be released within the next two months and natural migration of customers to fibre would sort the congestion.

Original Poster

kester76

This isn't a BT problem but an openreach issue. They're quite happy to … This isn't a BT problem but an openreach issue. They're quite happy to fob you off until it either resolves itself or you just give up. Most likely an engineer has been in a cabinet and moved some cables.


I won't give up and I won't be fobbed off until they fix the issue.

Original Poster

123batman321

Its only been a day calm down lol. You can game with those speeds


Why should I calm down about a problem that has been caused by a service outage? I pay for the service.

Original Poster

Uridium

First world problems eh blimey.....Give it a few days, reboot your router … First world problems eh blimey.....Give it a few days, reboot your router and see if its any better. If not then BT will be far more likely to deal with your problem seriously if you've given it a few days....But I would say that wouldn't I....:pupload from web


This is exactly what I'm doing, I have BT calling back on Monday but it's just a call centre worker vs. talking to an actual engineer which is a problem as the call centre worker is reading from a script/has no concept of the issue.
The upload speed is actually slower than when I had ADSL!

Original Poster

cecilmcroberts

When I had issues years ago with ADSL an Openreach Case handler (the call … When I had issues years ago with ADSL an Openreach Case handler (the call was esclated) asked me to download a program called "networx" which monitors the speed and other stats of your connection all the time and from the graphs they have a better idea of that you are actually reciving yourself and also rules out the excuses of peak times etc. Might be worthwhile starting to get those stats rather than looking at snapshot speeds incase you need to build a case aainst the ISP. https://www.softperfect.com/products/networx/BT Forums is also a good place to actually bring up your case. That was how I eventually got mine esclated in the day as some of the mods are OpenReach case handlers.


Thanks for this, appreciate the help. Having a look at the monitor now.
I've also raised my issue on the forums so fingers crossed it'll get sorted.
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