Low download high upload

[Mikejb73]

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.

[XRaySpeX]

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?

[Mikejb73]

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.

[XRaySpeX]

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

What about the QLT?

[Mikejb73]

Apologies, I have broadband without the landline.

[Mustrum]

@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

[XRaySpeX]

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

[Mikejb73]

@XRaySpeX  please see below:

[XRaySpeX]

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.

[Mikejb73]

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 👍🏼 

[Mikejb73]

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.