FTTP Upload speed is 5x slower than copper?

[icines]

Had this issue with PlusNet and now same here. Been weeks now, support haven't managed to help. Qube engineer blamed openreach, openreach engineer comes by and says it's a profiling thing because line tests fine. But both engineers got same results as me on their laptops and were lost for words.

The result posted is direct to ONT with only my laptop connected.  Windows laptop, modern, no issues.
Happens on all devices.


Some speed tests such as fast.com occasionally get it to 20mbps upload, but it never shows. Can't even back-up my phone on iCloud anymore because it's not fast or stable enough. Latency, DL speed and stability have always been great.

I'm on second highest package of 450 min download, and avg 75 upload. Can only dream of getting what I got on copper (18-20).

I've already gone through all the basic troubleshooting steps multiple times, including:

• Unplugging and reconnecting the hub
• Wi-fi 6 on/off
• Trying different brand new Cat 5E and Cat 6 cables
• Resetting the ONT and hub
• Factory reset on hub
• Directly connecting devices to the ONT and the hub
• Testing with various devices, including laptops and phones
• Factory resetting the equipment
• Switching ISP (Plusnet to EE)
• Using a VPN

All to no avail. EE have tried to tell me recently after they've given up on solving the issue that nothing is wrong because 'all is green', and that there's no guaranteed upload speed.. But surely not every customer is getting '75 avg' advertised and then never reaching 1/6 of that? I've been made out to be the unreasonable one for a while. 

Today I've finally had support agree to send over a 'Senior Qube engineer' in 2 days, but I have a feeling they'll blame Openreach and I'm back to square 1. Maybe someone here has answers? I feel like I'm forced to leave. Looked forward to FTTP for so long.

[XRaySpeX]

OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[icines]

SOLVED. 1 month later.. with all hope lost:

Hey everyone,

If you’ve been following my month-long odyssey with FTTP upload speeds, here’s the latest twist in this saga.

The Daily Grind:
Every single day involved me doing the same basic troubleshooting steps, as instructed by different EE advisors. Despite repeatedly explaining that I had done all these steps before, the routine continued. Each time I was told there was no issue, until suddenly, an advisor would acknowledge there was a problem. This flip-flopping was maddening.

The Shenanigans:

7 Engineers Later...
Yes, seven engineers came and went, each more baffled than the last. Openreach swore it wasn’t their fault, and Qube engineers just confirmed the issue without fixing anything.

Complaints Galore:
I called EE so many times, I lost count. Every day, a new advisor insisted on raising a "complaint," only to have it mysteriously marked resolved without any actual resolution. Promised callbacks never happened, and each day brought new, unfulfilled promises.

Executive Complaints Department:
Finally, one savvy advisor passed me to the executive complaints department Monday. Thought nothing of it. Initially, it didn’t seem promising. Though I never wanted compensation, somebody also gave me next bill off which was certainly appreciated.

The Turning Point:
So, Wednesday comes. I decided to send an email to the CEO and guessed the emails of 7 directors to BCC. Figured why not shake things up a bit before going straight to OFCOM. Apparently, my email caused quite a stir behind the scenes. Got a call first thing Thursday morning (15h later) saying it’s being taken seriously. Eh, whatever. Heard it all before.

The Plot Twist:
22h later, problem is all of a sudden entirely solved. Turns out, it wasn’t just my line; it was an area-wide issue. They had an engineer visit someone else’s house that day and found the same problem. This was after a 3-hour in-depth look at my line by Openreach on Monday, where the engineer tested at all points and was absolutely convinced it wasn’t the line. Suddenly, my internet was unstable, and then, just like that, it was fixed. There was at least one other complaint.

The Result:
Now, I’m rocking a solid 700-800 Mbps download and 80-110 Mbps upload. No drops, no nonsense.

Hope this helps anyone else stuck in the same boat. EE can be frustrating, but if you push hard enough, you might just get what you paid for.

[icines]

You may want to check up on that [mis]information, however it's now been solved. See my new reply

[JimM11]

@icines You still do not make it clear so is the fault believed to be EE equipment or is it wholly OR on the fibre side if you know or not?

[XRaySpeX]

I don't see what's inaccurate about it. You never tried going to Ofcom nor the ADR provider.