topic Re: Painfully slow upload speed in Broadband

Painfully slow upload speed

bobblybear — Fri, 22 Nov 2024 09:23:04 GMT

Hello - we have just completed a house move a few weeks ago, and our new service has a very slow upload speed. I did the speed test and it is currently 1.2mbps. I have rebooted the Hub2 and retested but it is still the same.

I would like to run the Additional Diagnostic on the speed test but it asks for Broadband Service ID - how do I find this? We don't have a phone number, so I can't use that.

Any advice please?

Re: Painfully slow upload speed

bobblybear — Fri, 22 Nov 2024 09:28:24 GMT

In case this helps:

Re: Painfully slow upload speed

bobblybear — Fri, 22 Nov 2024 09:31:37 GMT

And export from Technical Log from Hub 2:

Re: Painfully slow upload speed

MisterW — Fri, 22 Nov 2024 09:47:28 GMT

I would like to run the Additional Diagnostic on the speed test but it asks for Broadband Service ID - how do I find this?

@bobblybear if you login to the member centre and select 'Manage Account' , your BBEU number is shown on that page.

Looking at your router stats, the Noise margin(SNR) figures are a bit high.

Are you connected directly to the Master socket ?

Is there any extension wiring ?

Re: Painfully slow upload speed

Townman — Fri, 22 Nov 2024 09:51:06 GMT

It looks as though you are some distance from the green cabinet - the speed projections are grim. Upload is not an assured speed.

That said the SNRM figures are high which if the cause can be resolved, you might see a little bit more speed, if your mobile phone is associated with your account you should use the broadband fault bot (see link below). Otherwise telephone support.

Re: Painfully slow upload speed

jab1 — Fri, 22 Nov 2024 09:52:33 GMT

@bobblybear Looking at your Hubs data, both your up and downstream attenuations are quite high, which will account for the low speeds, but more worrying is the noise margins, especially the downstream - 9.4dB suggests there is a fault somewhere.

You could try reporting a fault, but as the upstream is not guaranteed, PN will probably say you are OK. I would suggest you persevere, as the D/S SNR needs investigation, and sorting that may improve your U/S speed slightly.

Also, do not reboot the Hub as that masks the issue.

Re: Painfully slow upload speed

bobblybear — Fri, 22 Nov 2024 09:58:22 GMT

Thanks - this is what I get on the Additional Diagnostic.

Yes, I am connected directly to the Master Socket (ie. the Hub Two is plugged into it, if that is what you mean?) There is no extension wiring.

Re: Painfully slow upload speed

bobblybear — Fri, 22 Nov 2024 10:11:14 GMT

Thank you - I have logged a fault. I will report back with what happens next.

Re: Painfully slow upload speed

pvmb — Fri, 22 Nov 2024 19:25:51 GMT

@bobblybear wrote:

Thanks - this is what I get on the Additional Diagnostic.

Ha! That is what everybody gets on "Additional Diagnostics" these days.