topic Re: Low download high upload in Archived Posts

Low download high upload

Mikejb73 — Fri, 29 Oct 2021 19:00:13 GMT

Hi, I could do with some advice please.

Today is my 1st day of bb with ee, I left talk talk as I was encountering low download but normal upload speed. Average down was 4meg...I was paying for 53meg. I had 4 BT engineer visits and fault has never been fixed for longer than an hour so I thought I'd move to EE as thought it may have been the provider but I'm still getting the same issue so clearly an issue with the line as all BT engineers said no issue with inside house. Any help or advice would be greatly appreciated.

Re: Low download high upload

XRaySpeX — Fri, 29 Oct 2021 19:55:40 GMT

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

Re: Low download high upload

Mustrum — Fri, 29 Oct 2021 19:59:17 GMT

Hi and welcome to the forum.

Edit, seems he can post quicker than I can copy and paste!

~~The Broadband Guru @XRaySpeX normally ask for answers to the following question, which will help with diagnosis:~~

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

~~1. Post your full router stats:~~

~~For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.~~
~~For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information. Obscure your names & any numbers in the BB Username & also the SSIDs.~~

~~Full router stats are key to any speed & connection issues.~~

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

~~_________________________________________________________________________________~~
~~If you think I helped please feel free to hit the "Thumbs Up" button below.~~

Re: Low download high upload

Mikejb73 — Sat, 30 Oct 2021 17:07:18 GMT

Unsure if I have done this right?

Thanks,

Re: Low download high upload

Mikejb73 — Sat, 30 Oct 2021 17:09:15 GMT

Re: Low download high upload

XRaySpeX — Sat, 30 Oct 2021 18:04:01 GMT

Sorry, @Mikejb73 , that's not the router stats, which are most important to know. Login and follow exactly the route: Advanced Settings/ Technical Log/ Information (not the Event Log). Obscure your names & any numbers in the BB Username & also the SSIDs.

Re: Low download high upload

Mikejb73 — Sun, 31 Oct 2021 10:46:47 GMT

[mod edit: please do not post personal information such as serial numbers on the public board. Thanks!]

Re: Low download high upload

EssexBoyEE — Sun, 31 Oct 2021 10:33:48 GMT

You may be better off putting some words around this as it can sometimes take a while for the Pictures you've Posted to be approved.

Re: Low download high upload

XRaySpeX — Sun, 31 Oct 2021 10:44:34 GMT

Thanks! That's slow! Now for #3:

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

Re: Low download high upload

Mikejb73 — Sun, 31 Oct 2021 11:07:34 GMT

Hi,

Extremely slow isn't it. Please see below from BT wholesale site.

Re: Low download high upload

XRaySpeX — Sun, 31 Oct 2021 12:25:42 GMT

Yes, you are only getting 4.7 Meg when you should be getting about 50. It probably goes back to TT days.

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

Re: Low download high upload

Mikejb73 — Mon, 01 Nov 2021 18:04:05 GMT

Hi,

Sorry for late reply, router plugged into master socket and still poor download speed. No extensions in the house and no wires behind plastic socket.

Re: Low download high upload

XRaySpeX — Mon, 01 Nov 2021 18:41:30 GMT

No, not that page but the router stats like last time.

What about the QLT?

Re: Low download high upload

Mikejb73 — Mon, 01 Nov 2021 18:55:12 GMT

Apologies, I have broadband without the landline.

Re: Low download high upload

Mustrum — Mon, 01 Nov 2021 22:00:13 GMT

@Mikejb73 it is difficult to work out what else to suggest other than giving CS a ring - it would appear that DLM has reduced your speed, probably due to noise on the line, but not being able to plug a phone in how would you know.

At least now you have done the basic checks, but please do help yourself by more accurately following the requests for information.

HTH

Re: Low download high upload

XRaySpeX — Tue, 02 Nov 2021 10:59:42 GMT

What are all EE's estimated speeds which you'll find in your MyEE for BB under "Your BB speed"?

Re: Low download high upload

Mikejb73 — Tue, 02 Nov 2021 11:56:42 GMT

@XRaySpeX please see below:

Re: Low download high upload

XRaySpeX — Tue, 02 Nov 2021 12:04:14 GMT

As it says, you should be complaining to EE that your sync speed is of 4.7 Meg is considerably below the guaranteed min. d/load speed of 29.5 Meg.

Re: Low download high upload

Mikejb73 — Tue, 02 Nov 2021 20:10:56 GMT

Thanks, so I called EE and they have confirmed fault in the line. Engineer booked for Friday morning so fingers crossed they can resolve it...I'll keep you all updated. Thanks once again for the help and advice 👍🏼

Re: Low download high upload

Mikejb73 — Sat, 06 Nov 2021 10:29:07 GMT

Quick update, engineer called yesterday and issue is now fully resolved and I'm now enjoying the speed I need.

Why it took 4 engineer visits with TT and they still couldn't resolve is beyond me. Thank you so much for the help on here.