Thank you for reaching out on our forums. I do apologise that you've been receiving slower speeds than expected, I'd be happy to take a look into this for you.
I'm afraid that we don't guarantee a minimum upload speed, only the download speed as advised on our site. However, I can certainly check that the service coming into your property is as expected.
Do you find that you have this problem on both wired and wireless connections? If so, would you be happy to set up a BQM to monitor the connection to your hub? If you share your live link with us once created, we can check for correlation with any network events.
All the levels being reported by the hub itself are well within spec and I can't see any cause for concern on our side. However, there does appear to be some congestion on the local upstream channels. I've gone ahead and escalated this to our network team for further investigation and hopefully a swift resolution. I'll keep you posted with any developments.
We are carrying out some planned network upgrades in your area, logged under reference C01144911. This is scheduled to be complete by this evening and should increase the capacity and quality of the network. You may find that this improves your connection, so please do let us know if the situation appears resolved over the next few days.
The other thing that has caught my eye is the large number of pre- and post-RS errors in the hub logs that you've shared (last set of data). This could be related to the upstream issue I've already raised, although it may also suggest a separate problem. However, as your hub hasn't been rebooted in nearly a month, these numbers could have accumulated over some time and might not be quite so bad as they seem. Would you be able to perform a further reboot of your hub and then copy the downstream bonded channels data so I can check for any red flags?
It has been almost a year and yet not sorted it out, if they don't guarantee the minimum upload speed then why advertise it? why am I even paying for this service when I can't stream, my upload speed goes straight to 0.10 sometimes.
That sounds like a good plan to me 🙂 How's everything been since the completion of these works yesterday?
You wouldn't set up a BQM via the hub itself, this is an independent process which you can complete via this site. I did provide a link in my initial response, but it may have been missed with all the text! Once you've set this up, you should be able to copy a live link so we can see your results on a rolling 24h basis. There are plenty of FAQs online as well in case you have any questions or issues getting this running.
You do seem to be in a similar area to Leec76 so may have been affected by some of the same network issues. As we have recently completed upgrades, you may now see an improvement. As advised above, I have escalated the existing congestion to our networks team for further investigation and I'm confident they will address this appropriately.
If you have any particular concerns, feel free to expand on them here so we can assist as far as possible.
I don't know what to do with the upload speed, the problem is when it's morning or afternoon, we get around average 20mbps which is decent enough, but when it's coming to the evenings, it goes down and the more we go into the evening, the lower it goes, and it sometimes just goes under 1mbps which shouldn't happen with the 500M package we have. Could our router be faulty? do I need a new ethernet for my PC? it's been like this for a long time now and I usually stream around 6:30 pm, before this pandemic it never was a problem, but now since April it's been having so many issues
Thank you for getting back to me. As you've mentioned that this has worsened since April, I suspect that it is down to some congestion in the area.
This has been raised with our specialised network team for further investigation and I will happily keep you updated with any further information. I haven't yet received any confirmation as to whether a fault ticket has been logged, but it's possible that they are waiting for more data following the recent changes.
If you are able to get the expected speeds at certain points, it would suggest that both the hub itself and the cable you're using are absolutely fine. As it's an intermittent issue which seems to occur at particular times, this would all point towards increased usage in the area. Are you seeing these decreased speeds on the ethernet connection you've mentioned, or mainly on wifi devices?