topic Re: Slow upload speed in Broadband

Slow upload speed

Polaris1 — Thu, 30 Mar 2023 07:51:24 GMT

Hi,

For the last couple of days or so my upload speed has been extremely slow, whereas the download speed seems OK. I'm on unlimited fibre and my download speed has been around 37-38Mb since March 21 when I had it installed. The upload speed has been around 9-10Mb, whereas the last couple of days it has been <1Mb, yesterday the speed test showed 0.25kb!!

Is there anything that can be done to test whether there is a fault externally? I have rebooted my computer/router and tested with a wired connection, with no improvement. From my point of view, nothing has changed.

Any help/suggestions would be much appreciated as I am not very technical. Thanks.

Caroline

Re: Slow upload speed

jab1 — Thu, 30 Mar 2023 08:05:29 GMT

Good morning Caroline. That sounds strange, but there is little that can be done with regards to upload speeds, these are not guaranteed by ISPs.

Can you post a screenshot of the 'Advance Diagnostic' tab from here: https://speedtest.btwholesale.com/ , please?

Re: Slow upload speed

Polaris1 — Thu, 30 Mar 2023 11:07:48 GMT

Hi,

Thanks for getting back to me - I'm at work at the moment so I won't be able to do anything until I get back later tonight (sorry, weird working hours).

At least it's not painfully slow trying to post from here!

Caroline

Re: Slow upload speed

jab1 — Thu, 30 Mar 2023 11:09:38 GMT

OK - I'm around until about 9PM, or back early in the morning.

Re: Slow upload speed

Polaris1 — Thu, 30 Mar 2023 19:45:07 GMT

Hi,

I'm not sure if this is what you want (Word file attached)?

Caroline

Re: Slow upload speed

jab1 — Thu, 30 Mar 2023 19:55:31 GMT

That's what I wanted, thanks, but unfortunately, as they 'encountered a problem' with Advanced Diagnostic, it merely confirms your observations, without the additional information the full Advanced Diagnostic would supply. I can't say much more without the extra detail, but I find it strange - usually if there is a problem with speed, it is visible on the download, with the upload remaining constant.

I'm not going to be around much for the next couple of days, but if you could see if you could get the 'Advanced' it may help others if I don't pick it up - I'll still be around, but probably not during daylight hours.

BTW - if you could post direct to the topic, rather than as a Word file, it is easier to follow.

Re: Slow upload speed

Polaris1 — Thu, 30 Mar 2023 20:03:44 GMT

OK, thanks. I tried to paste the screen shot directly but it didn't seem to accept it - having said that it is painfully slow trying to post anything from here.

How do I get the advanced diagnostics to work properly? All I did was enter the phone number and click OK/run. I didn't know what the other options meant.

I've got to go in to work again tomorrow so I probably won't see any replies until late again, so technically your hours probably match mine better than you think at the moment!

Caroline

Re: Slow upload speed

jab1 — Thu, 30 Mar 2023 20:10:11 GMT

To 'paste' the screenshot directly into the reply, save it, then click the icon to the right of the 'smiley' one above the reply window and follow the prompts.As to the Advanced Diagnostic - you can't, it's a known problem on BT's side, but perseverance usually pays off.

I'm not working - just having a couple of days at the Blackpool Coach Rally. 😀

Re: Slow upload speed

adamwalker — Sat, 01 Apr 2023 09:06:07 GMT

Hi @Polaris1

I've just been running some tests on your line which aren't showing any obvious causes for the reduced upload speed.

When you tried a wired connection was it direct to the router or through a network switch or a powerline adaptor etc?

Adam

Re: Slow upload speed

Polaris1 — Sat, 01 Apr 2023 12:04:42 GMT

Hi,

Thanks for the assistance, much appreciated. I am using a desktop PC which has an Ethernet cable directly connected to my router.

I'm not sure if it is the right terminology, but someone else suggested going in to my settings, disabling the Ethernet adaptor(?) and re-enabling. That made no difference.

As per John's previous request, I have also repeatedly tried the BT Speed test, but the Additional Diagnostics are still giving an error. Is there anywhere else I can try to get the information from, bearing in mind I don't know what I'm looking for.

Thanks.

Caroline

Re: Slow upload speed

adamwalker — Sat, 01 Apr 2023 12:49:15 GMT

Hi Caroline, thanks for getting back to me, don't worry about the BT speed test, I can get the information we'd need from tests we've run from here for you.

Do you have access to a different device you could run a speed test on such as a phone or tablet just so we can rule out the PC being the cause of the issue?

Re: Slow upload speed

Polaris1 — Sun, 02 Apr 2023 08:51:24 GMT

Hi Adam,

Normally the answer would be 'yes' as I would have my work laptop, but I had to leave that with the IT department on Friday to sort out some updates and an overheating issue/constantly running fan. I will be able to try this, but not until Monday evening. Sorry.

Is there anything else that I can try in the meantime? What normally causes slow upload speeds? It is really frustrating at the moment trying to do anything where I need to post or upload something, even an email with a small attachment is taking 2 or 3 minutes to send.

Thanks

Caroline

Re: Slow upload speed

adamwalker — Sun, 02 Apr 2023 09:02:27 GMT

No worries, from experience issues with upload speed tend to be hardware or software related, if you've not already it would be worth making sure any security software you might have installed is up to date in the meantime.

Re: Slow upload speed

MisterW — Sun, 02 Apr 2023 09:13:46 GMT

Is there anything else that I can try in the meantime?

Is there any other device connected that might be trying to do a backup to the 'cloud' e.g google drive ?

Re: Slow upload speed

Polaris1 — Sun, 02 Apr 2023 09:44:59 GMT

I have McAfee installed (auto updates) - I've just checked and it confirms I have the latest updates installed.

Re: Slow upload speed

Polaris1 — Sun, 02 Apr 2023 09:51:46 GMT

Hi,

As far as I know, nothing else should be running. I'm not that technical, so I don't have many devices, and I don't use 'cloud' services. The only thing that uses broadband is my Sky box which certainly hasn't been downloading for a week!

I've just shut everything down except this web page and checked the Windows Task Manager - it is only showing 3-4% CPU usage for Chrome, so I don't think my computer is uploading anything (please correct me if this is not a sufficient check).

Re: Slow upload speed

MisterW — Sun, 02 Apr 2023 10:18:18 GMT

@Polaris1 Which Hub are you using ?

The sight of the broadband connection status from your Hub (with the 'Username' obscured) would help here.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Redact any personal information e.g username before postin

Re: Slow upload speed

Polaris1 — Tue, 04 Apr 2023 07:47:20 GMT

Hi,

My apologies for the belated reply, my car broke down so I was trying to deal with that first!

To answer the various questions, I have now tested the work laptop and the results are interesting as the wireless connection speeds seem normal (i.e. approx 37Mb download, slightly lower than my wired connection which I would expect, and approx 9Mb upload). Presumably this now points to either my computer (Windows/software update?) or the ethernet cable?

I'm going to try and borrow another Ethernet cable from work today so I can rule the cable in/out, but if that proves not to be the problem, then I have no clue what to try next.

Regarding the hub query, I think it is Hub One, but please could you remind me of the IP address I need to log in to the router. I couldn't find my instructions last night and although details are probably on the PlusNet web site somewhere, it's probably quicker to ask!

Thanks.

Caroline

Re: Slow upload speed

adamwalker — Tue, 04 Apr 2023 08:01:40 GMT

Thanks for trying that Caroline, it could be that you've got a network cable that isn't "cat5" that's the standard of cable you'd need to try out if replacing that so I'd start there first.

The IP to access the router is 192.168.1.254

Adam

Re: Slow upload speed

MisterW — Tue, 04 Apr 2023 10:05:58 GMT

@Polaris1 it does! or (just possibly) a problem with the ethernet port on the Hub. Have you tried connecting to a different port on the Hub ?. It needs to be one of the yellow ports 1-4 NOT the red WAN port.

BTW you can forget about logging in to the router and getting the broadband status, your test with wifi proves there's nothing wrong with the basic broadband speed.