Super slow upload speed and intermittent connection- Please help

[#1]

Hello,

I have been having some frustrating problems involving my upload speed. Having recently started working from home, I have been repeatedly told that my voice breaks up on video calls and occasionally cuts out. It took me five days to upload and send five two minute videos, this should have taken less than an hour! In addition to my slow upload speed, the wifi intermittently disconnects and drops which further disrupts my working. I have carried out several speed tests with multiple devices and my upload speed varies between 0.2 mbps and 1 mbps, with 0.7-0.9 being the standard measurement. I have no problem with my download speed (usually between 13-16 mbps) other than some occasional buffering issues.

I have rebooted my devices and router a couple of time over the past few days and the results have remained the same.

Please could you advise or improve it please? Otherwise I will no longer be able to work from home.

Kind Regards

Tristan

[#2]

@tristan1000 If you are on ADSL, which your speed reports suggest, 1.0Mb/s is the absolute max upload speed, and those you report are fairly normal. No ISP guarantees U/L speeds, as there are too many variables.

Is it possible to upgrade to VDSL (FTTC)? A screenshot of BT Broadband (obscuring your phone number) would be useful.

[#3]

Hi Jab1,

Thanks for the reply. I have attached the screenshot. Is there nothing I can do about the speed?

[#4]

@tristan1000 Looking at that, I doubt it. I initially thought from your figures that you were on ADSL (all copper), but you are on VDSL/FTTC, albeit a VERY long way away from the VDSL cab.

If you are using a PN Hub1, can you post a screenshot of the Help Desk from it, please?

[#5]

Hmmmm, that doesn't sound very good! I have attached the help desk infomation.

Appreciate the help.

[#6]

Very sorry, Tristan, but there is absolutely nothing you can do. The laws of physics dictate that because you are so far from the cab, your speeds are going to be slow - possibly until everywhere is on 'Full Fibre' (or as I prefer FTTP - Fibre to The Premises.)

Out of curiosity, where are you?

[#7]

Thanks for the help John. That is a shame. I am based in a small village in County Durham. Out of interest, is paying for fibre even worth it in your opinion?

[#8]

That kind of explains your problem. I'm guessing you are on long overhead  lines to your nearest exchange/cab. If you didn't have/use fTTC, you would not be working from home - ever, as the ADSL connection speeds available to you would not support any kind of internet-based working, so I suppose the fact that you have some kind of a service makes paying for FTTC worth it - although I too would be very unhappy with the service.

[#9]

Okay, well thats somewhat reassuring. Shame more can't be done. Thanks for the advice!

[#10]

Thanks for getting in touch @ristan1000

Can I ask what details you put into BT's Availability Checker as shown above? I've just used your broadband service's BBEU which has shown that you can achieve speeds of up to 23.4, upload is still quite low though, at 1.2Mbps, so video calling etc might be tricky

Anyway, testing your line has shown that it's currently banded by DLM at 16.5Mbps, so I've just raised a DLM reset to have it un-banded, let's see if we can squeeze a few more Mbps down the line, this should take around 3 working days to complete.

KBD

GEA Test Detail
Circuit ID	NA	Service ID

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	16.5 Mbps
Upstream Speed	1.2 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	1547.3
Upstream Rate Assessment	Good
Downstream Rate Assessment	Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-16.5M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2022-01-20T16:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	16.4 Mbps	16.4 Mbps	16.4 Mbps
Up Stream Line Rate	1.1 Mbps	1.1 Mbps	1.1 Mbps
Up Time	808.0 Sec	900.0 Sec	899.9 Sec
Retrains	0.0	1.0	0.0