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Painfully slow upload speed

bobblybear
Hooked
Posts: 8
Thanks: 1
Registered: ‎14-06-2016

Painfully slow upload speed

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? 

8 REPLIES 8
bobblybear
Hooked
Posts: 8
Thanks: 1
Registered: ‎14-06-2016

Re: Painfully slow upload speed

In case this helps:

 

Screenshot 2024-11-22 092702.png

bobblybear
Hooked
Posts: 8
Thanks: 1
Registered: ‎14-06-2016

Re: Painfully slow upload speed

And export from Technical Log from Hub 2:

 

Screenshot 2024-11-22 093038.png

MisterW
Superuser
Superuser
Posts: 16,351
Thanks: 6,282
Fixes: 451
Registered: ‎30-07-2007

Re: Painfully slow upload speed

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 ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Townman
Superuser
Superuser
Posts: 24,109
Thanks: 10,267
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Registered: ‎22-08-2007

Re: Painfully slow upload speed

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.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
Legend
Posts: 19,267
Thanks: 6,341
Fixes: 290
Registered: ‎24-02-2012

Re: Painfully slow upload speed

@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.

John
bobblybear
Hooked
Posts: 8
Thanks: 1
Registered: ‎14-06-2016

Re: Painfully slow upload speed

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.


Screenshot 2024-11-22 095541.png

bobblybear
Hooked
Posts: 8
Thanks: 1
Registered: ‎14-06-2016

Re: Painfully slow upload speed

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

pvmb
Pro
Posts: 747
Thanks: 101
Fixes: 4
Registered: ‎12-02-2014

Re: Painfully slow upload speed


@bobblybear wrote:

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


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