Upload Vs Download

[#1]

So I've been having download speed issues, specifically with my ps5. I get a maximum of 5mbps when trying to download games and updates over Ethernet. A speed test indicated 20mb down and about 7 up. Well below my minimum guaranteed 30.9mbps.

I had a call today and the handler insisted that when I download something, it's using the upload speed and therefore it's about right for my estimated upload speed of 8-10.
I couldn't believe what she was saying. She said when I download a game, it uploads it to my PlayStation without any hint of doubt. I challenged her on it, but she was steadfast.

Anyway, I don't know what to do at this stage because it's like talking to a brick wall.

Thanks in advance for any help.

[#2]

Hiya @paule, thanks for getting in touch. I am sorry that your downloads aren't doing as expected.

I have tested your line and we are seeing a sync speed of 40mb download and 10mb upload.

On the speeds you get on your connection, the most you can download an hour is approx 18gb and as you are about hitting this (from around 9pm last night to 7am this morning you were averaging about 17.8gb of data transferred each hour), this means you are maxing out your connection. This suggests are you are receiving the expected speeds for your line.

If you had a device using the connection at the same time as your speed test, this will have impacted the result.

I hope this information helps and if you have any further queries at all, please do not hesitate to get back to us.