Infinity upload speeds atrocious at 0.67mbps

Hi,
We have recently upgraded to Infinity broadband with promised speeds of 36 mbps Download and 9 mbps upload.
Allowing ten days for the 'settling in' period we acheived the following using BT's own speed test:
dnload = 34.5
upload = 0.67
Ping = 352.50
This is pretty much the average achieved at different times of day and was also the speeds achieved using Speedtest.net etc all carried out with one laptop on the network via lan cable.
As you can see the upload is atrocious and the ping speed is extremely high.
We called BT customer services and after being told that "Upload speed wasn't important" ( Obviously not an online gamer ) we managed to get the agent to accept the upload speeds were not acceptable and they carried out some tests. They said they had found a network issue in our area and another engineer visit was arranged.
Second Open Reach engineer visit
The engineer arrived and after a quick chat about what the issue was he set about his work.
The engineer was working on the job for about two hours before he came back and said he had looked at all of the kit and checked the lines and as far as he was concerned the line passed the OpenReach acceptable standards test plus he was unable to do anything with the Upload speed.
He gave us a description of what he called "Cable Fill" being the likely reason our Upload speeds never achieve anywhere near those promised, but he did state he had managed to increase our download speed to nearer 40 mbps, the below are now a reflection of the average speeds we are currently getting, as you can see they have actually gotten worse.
dnload = 12.11
upload = 0.67
Ping = 350.50
Before we head down the road of complaining to BT I thought posting on the forum may turn up some valuable advice and further possible explanations as to why our Broadband is not achieving full promised speeds.
Regards
Solved!
Go to Solution.

Hi,
Thanks for the contact ChristopherP, we will fill out the form asap.
Latest as of today
Girlfriend ( account holder ) phoned BT customer services again.
Again we were greeted by another scripted robot. Here is what they had to say
- We were told that 'Upload' speed was not important again and there was nothing they could do about it.
- They had no idea what 'Cable Fill' was.
- Told us to turn the hub on/off as often as possible ( we did this and have continued to do this since first installation with absolutely no improvement whatsoever )
- Only to use Bt Wholesale test ( Common sense surely ? I already use to retrieve the results I post on here )
- They would call back after arranging another engineer visit
GF called at 12:40pm this afternoon and we have not yet received a call back - Nothing new, this is about the fourth time this has occured.
Todays results as of 19:50 9/8/2013
Download Speed (Mbps): 17.00
Upload Speed (Mbps): 0.66
Ping Latency(ms): 208.75
Download speed achieved during the test was - 17 Mbps
For your connection, the acceptable range of speeds is 12 Mbps-38.71 Mbps .
Additional Information:
IP Profile for your line is - 38.71 Mbps
Upload speed achieved during the test was - 0.66Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps
Regards

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I had Infinity installed about six weeks ago, where the speed for the first 3 weeks or so was great (75Mbps download / 18 Mbps Upload). But over the last 2 weeks it has been getting noticeably slower, which caused me to look into the speed.
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I've been trying to explain this to BT, but I'm not sure they are understanding the issue of a throughput problem.
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Can you put your telephone number into http://www.dslchecker.bt.com/adsl/adslchecker.welcome and post the results (after removing your telephone number) ?
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Very Slow Upload Speeds on Infinity

I've been using Infinity for a couple of years now, in the last 2-3 months the upload speed has dropped from a consistant 4 - 6 mbps to an average of 0.3 - 0.5 mbps. The download has also dropped but not so much, we used to get a good 30mbs most of the time and now it's averaging 20 - 25mbps. I've phoned to see if there's a fault to be told it's an acceptable speed for Infinity and BT cannot and won't ever guarantee a 6 - 8mbs upload speed. Even though the engineer that installed it a couple of years ago wouldn't leave until he got the 6mbps upload speed and a 35mbs download speed.

Can you run this checker and post back a screen shot of the results
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BT Infinity Problem and Atrocious Service

Hi everyone, first time poster, registered last week, hope someone can help me.
I've had BT Infinity since it arrived in my area last year, I was previously a very happy BE subscriber, but switched to BT when FTTC came to my area. All has gone well with my connection until a week ago, when it started to become very patchy, to say the least. My setup is as follows:
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All has been well until a week ago, when the Broadband connection became patchy, for both Wifi and ethernet connections. Sometimes the connection would come back by itself, sometimes only when I rebooted the HH3 and modem. This got worse over a day or two, until I had no broadband connection at all.
The timeline from then is as follows:
1) Thursday 3-Nov @ 6:15am - I phone BT Infinity support and report a fault. I confirm an appointment for Friday am, between 8am and 1pm. I login to BT.com and am able to see this appointment. My wife organizes to take the day off from work to attend, unpaid (she's a yoga teacher).
2) Thursday 3-Nov @ 1pm - my wife arrives home to discover that a BT engineer has come and gone, leaving a "coudn't get in" card. Note, this was not a scheduled appointment.
3) Thursday 3-Nov 2pm - I phone BT Support, and they confirm that an engineer will attend the following day, as planned. I'm worried there may be a problem with this, because of the unplanned visit. They have no explanation for the earlier unplanned visit. They tell me they have spoken to "BT Wholesale", and they confirm the Friday visit is still on. I login to BT.com and still see the planned appointment, by also see another appointment added for 11:39am that day, a record of the unannounced visit.
4) Friday 4-Nov 10am - I call BT Support and they call BT Wholesale who confirm my visit for that morning is still going to happen. I login to BT.com and verify the appointment.
5) Friday 4-Nov 1.30pm - I call BT India to report that no engineer attended the appointment. They have no explanation for this, except to apologise, and suggest it may have been some confusion with the engineer. They make another appointment for Saturday 5-Nov, also 8am to 1pm. I login to BT.com and am able to see the appointment. I arrange to take Saturday morning off work, unpaid (I'm a contractor).
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7) Saturday 4-Nov 1.15pm - I call BT Support to report that no engineer attended the appointment. They give me a lovely apology, and tell me that "BT Wholesale" cancelled the appointment. They cannot tell me why I didn't receive a notification, or why they couldn't tell me this earlier. They make another appointment for Monday 7-Nov, also 8am to 1pm. I login to BT.com and am able to see the appointment. My wife arranges to take a second day off work, unpaid.
8) Monday 7-Nov 10am - I call BT Support and they call BT Wholesale who confirm my visit for that morning is still going to happen. I login to BT.com and verify the appointment.
9) Monday 7-Nov 13:30 - No BT engineer attended this morning. This is the third missing appointment in a row.
I have a few questions:
a) Is this normal and acceptable BT service?
b) What do I need to do to get an engineer to my house?
c) How do I get my broadband working again?
d) How do I escalate the whole affair to someone who can do more than just apologise?
(SMBK)
Solved!
Go to Solution.

My "Download IP Profile for your line is -38717 Kbps"
Therefore Max download speed I could achieve is 38Mbps
My "Upstream Rate IP profile on your line is - 2000 Kbps"
And my Max upload speed is 2Mbps
Artificially capped/reduced due to the Infinity Option 1 that I have. My line checker estimates upload capability of 11Mbps)
Have a look at THIS POST for an example of what the test result looks like.
And HERE for screen shots.
If you haven't run the BT speedtester before and therefore do not have your IP profile... perhaps you have some speed test results from other sites that you can compare.
For example my before and after Infinity results from http://www.speedtest.net/
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

Since regrade no increase in Upload Speed? Is this...

Hi all,
My BT Infinity has now been upgraded to the 80/20 service for just over a week. The download speed has doubled from 35 Meg to circa 70 Meg. But the upload speed is stuck at circa 7 Meg, which is good but it hasn't increased from the 40/10 service. I would expect the upload to be circa 14 Meg. Is there a reason why? Is there anyway to increase the upload speed even at the expense of download speed?
Thanks
Download speedachieved during the test was - 72.43 Mbps
For your connection, the acceptable range of speedsis 12 Mbps-77.43 Mbps .
Additional Information:
IP Profile for your line is - 77.43 Mbps
Upload speed achieved during the test was - 7.68Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

Try the upload speed test at http://mcslhr.visualware.com/myspeed/myspeed_line_capspeed.html. The bt tester grossly underestimates upload speed, especially if you have significant latency. It was giving mine as around 6 or 8, when a proper tester (as above) or a good real site was giving 17.
If you have problems with the capspeed tester above (it sometimes has Java issues), http://speedtest.net/ still suffers a little from underestimating upload, but not nearly as badly as the BT tester. It gave 12 or 13 at the same time I was getting the above results.
Now my line and latency are improved the differences are there but smaller: capspeed 17.0, speedtest 15.7, BT wholesale 13.7, BT retail 9.17.

BT Infinity 2 Speed dropped and now doesn't recove...

I've had BT Infinity 2 for a couple of years now and it has been working flawlessly. I use a Fritz!Box 7390 router and have had no problems at all with it.
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Speedtest.net is reporting: 40Mb download and 10.3 Mb upload.
I do a lot of file transfers and remote server work so I notice the speed drop.
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Receive Send
Max. DSLAM throughput 44000 12000
Min. DSLAM throughput 22000 6000
Attainable data rate 46200 18176
Current throughput 43984 12000
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From the above figures it suggests that I am only obtaining BT Infiinty 1 speeds on my line and not Infinity 2. However my account says Infinity 2 and checking with the BT guys they report that there is no problem because I'm getting more than that promised 31 MB/s.
Frustrating as I know this has changed in the last three weeks. What's more suspecious is that I have the Fritz!Box sete to disconnect/reconnect every day at 4am. This means that every day normally I get a varying speed e.g. one day it might report 60/14, the next 55/13, etc. However since I've noticed this problem the line speed never changes, constantly reporting 44/12 with no fluctuation at all. This has been happening for about 3-5 weeks.
I just wondered if there is anything I can do now to find out where or really if there is a problem. BT 150 telephone support in India don't want to know because they say I'm getting more than 31Mbs.
Thanks,
Gareth.

This is the full page of DSL stats from the Fritz!Box:
Receive Direction Send Direction
Max. DSLAM throughput
kbit/s
44000
12000
Min. DSLAM throughput
kbit/s
22000
6000
Attainable data rate
kbit/s
45036
16288
Current throughput
kbit/s
43984
12000
Seamless rate adaptation
false
false
Latency
8 ms
8 ms
Impulse Noise Protection
3
4
G.inp
off
off
Signal-to-noise ratio
dB
8
7
Bitswap
on
on
Line attenuation
dB
13
2
Profile
17a
G.Vector
off
off
Carrier record
A43
A43

Very Low Upload Speed

I wonder if anyone can help, as the BT helpdesk have refused to acknowledge that I have a problem. My BT Infinity Download speed os very good, around 30 mbits/sec. My Upload speed is very very poor, if fluctuates between 0.3 and 0.5 mbits/sec. If I use wireshark to capture the packets used when the BT Wholesale test is running I can see that I have a high packet loss rate for outgoing packets. So something is wrong. I remotely control the PC in my office from my home PC and the performance of this is definitely a lot poorer than it was recently. Kids have also complained about Itunes and stuff. Loss of packets on the outgoing link will damage download performance as the TCP ACKs are not getting back to teh data sender. Any advice on howe I can get BT to accept I have some kind of fault and do something about it? Their recommendation was that I get Business Broadband!!!!

Hi coullyhomeip
I am sorry you are having trouble with your broadband. We can not guarantee upload but I will be happy to have a look at this for you and see what we can do.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
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Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
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Massive loss in upload speed

Hi all,
Yesterday I had an engineer call to resolve a fault on my line. Each time my house phone was used, my infinity 2 internet signal went down. He did find a wiring fault in the socket box and since then I happily have no further problem with losing internet signal being lost.
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Hi Peter,
How are things with your connection? It sounds like the DLM (Dynamic Line Management) equipment in the exchange has lowered your profile to try and improve the stability of your connection. As long as the fault has been fixed your should see the speeds increase as long as the connection remains stable.
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BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Broadband Speed In West Kensington // Upload Speed

hello there
my name is gabrio, i live in fairholme road in west kensington... i wanted to ask how is the performance with BT broadband 20mbit in this area since i am thinking to request my own line given that at the moment in the flat where i live they have a shared connection which is really **bleep** especially in the evenngs so i want my own.
i read on forums that upload speed is just 448kbit which is a bit of ridiculous to me and i don't think we can get infinity yet in this area so that's what i would expect...
can somebody give me an idea about performance of BT? we should be on the Fulham Exchange if i am not wrong. i see the street cabinets from my window, apartment is pretty new so i think cables are in decent good condition.
many thanks
gabrio
Solved!
Go to Solution.

according to this site http://www.samknows.com/broadband/exchange_search your exchange has been upgraded to 21CN and therefore any phone line should be able to get up to 20mb.. however this is dependant on the distnace you are from the exchange and also the quality of your line.
with 21CN you can get an upload of about 1mb and not the adsl figure of 448kb
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

What is the reason behind upload speeds lower than...

Would anyone be able to explain it?

Hi Jamesey162,
There is no reason as such. Different providers have different packages. It just depends on what package your on.
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It basically varies with providers.
Hope this helps,
Dominic.

Diabolical upload speed/customer service issues

Before Xmas I decided to switch to BT from Sky as I was hopeful that I would soon be able to get BT Infinity as my exchange (Radlett) was enabled last year. However the next day I phoned back as I had forgotten to check that the service included a static IP address. I was informed that BT do not offer static IP's to residential customers so I was given the option to cancel the switch and stay with BT. I confirmed that I wished to cancel the order and the operator told me that I did not need to take any further action.
On 13th January I received a BT Hub 4 and a text message saying that my BT broadband/phone had been activated! I called customer services and they confirmed that the cancellation request had not been implemented and apologised. They suggested that I use the BT service until I could switch back to Sky. However the speed that I have had with BT has been terrible. I have made numerous calls to report the problem and received conflicting information. I have been promised call backs that never happen. I have been given a "priority" SMS number to request a call back within 1 hour that never happens.
The problem I am having is that the ADSL service randomly drops out altogether (red light on Hub) but the whole time I have very very slow upload speeds. These range from 0.01mb to 0.03mb. This is completely unusable.
I have had numerous line tests and speedtests. The line tests results have come back with different results. Finally they accepted there was a fault and an engineer visited on 20/1/15. He found a faulty cable outside the property which he repaired and said that everything was now fine. However whilst the drop outs have been less frequent and the upload speed is consistently above 10mb, the download speed is still 0.01mb to 0.03mb.
The overseas call centre operators keep reading a scripted blurb about how BT do not give any upload speed guarantees. However when I reported the fault was still there on the evening of the engineer visit I was told that this would be because the line will take 24 hours to settle down and he guaranteed me that I would see a considerable improvement in upload the following day.
My upload speed with Sky was always above 1mb.
Help!
Regards
Justin

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream
Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Degraded Upload Speed With Netgear R6300 - Help Pl...

Hi,
I changed my router for BT Infinity from the Home Hub 3 to a Netgear R6300 and have suffered a degradation of the upload speed.
Previously with the BT Home Hub I was getting 16 mbps upload but after changing to the Netgear R6300 I am getting 12 mbps upload. Changing back to the BT Home Hub 3 restores the upload speed to 16mbps.
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To setup the Netgear R6300, I allowed the Netgear Genie to detect the internet and offer me the WAN type and login options. It automatically selected WAN Type of PPPoE and I then entered the usual login details of
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Disable it and see how much faster your uploads are.
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Infinity upload speeds atrocious at 0.67mbps

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