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BT HomeHub 2 terrible internet for months

kash2001 — Thu, 28 May 2020 16:02:16 GMT

Hi we have the BT homehub 2 which claimed all sorts of speed improvements and guarantees of speed.

I am sure most of you will raise your eyes to the heavens over the issue with this router. But we had the Home Hub 1 which was bad with signal broadcast so the upgrade was suppose to help.

To give you an idea of our speeds, you cant get a radio stream in the evening BBC iplayer barely players, and surfing the internet is horrendous. You cant get into the BT Wifi app to load a page and it took 1/2 hr to get registered on here as emails take 30 secs to a minute even to send or load.

Stopped laughing yet... So we have had several Outreach engineers here, the last one said there is an intermittent fault on the line and would trace it back and sort it. Most just scratch their heads and just say it should be faster than this! then leave.

I have above the DSL rating it took for ever and the BT speed test doesnt load. At best in the past we get about 6mb p/sec last night it showed 3mb but thats when its fast.

I have disabled smart setup and have choosen 2.4ghz and disabled 5ghz cause many devises we have dont like the interference between the two and the printer would never print. On 2.4 its just about ok although mobiles struggle with connection but at least the printer works!

Hopefully the DSL report will give some thought on this, I'm reasonable savy on wif

Any help on getting this sorted, my thoughts are that its mainly the Homehub at fault, I did have a TPlink and it worked ok but BT wont talk to you if there's an issue unless its their router connected. Ive reset the router a few times with no really resolution.

Any help appreciated as its driving us nuts and I'm not getting any service from the wifi or BT directly.

ATB

Re: BT HomeHub 2 terrible internet for months

licquorice — Thu, 28 May 2020 16:26:22 GMT

I very much doubt it is the hub, it sounds as though you have a line fault that the Openreach engineer has put in the 'too hard to fix' box. Until that is fixed your speed wont improve.

Is there any noise on your line when you do a quiet line test 17070 from the test socket behind the removable faceplate of the master socket?

Re: BT HomeHub 2 terrible internet for months

imjolly — Thu, 28 May 2020 16:31:45 GMT

Can you post the hub stats. Advanc d settings then technical log information

have you tried using the test socket with a filter to see if that helps your line

Re: BT HomeHub 2 terrible internet for months

kash2001 — Thu, 28 May 2020 19:20:58 GMT

Many thanks for the reply, I will try the quiet line later and no I havent switched the line over to the test socket. I dont think I have a filter on this one the line just comes out of the junction box to the router on ours. It was checked by the Outreach guy and didt raise a concern.

The Advance setting log is below as it corrupted this message when I pasted it in...

Look forward to any further thoughts as its been driving me mad for almost a year since weve had the homehub systems.

ATB

Re: BT HomeHub 2 terrible internet for months

kash2001 — Thu, 28 May 2020 19:18:50 GMT

This is a list of your BT Smart Hub settings and current statistics.
Product code:Smart Hub 2

Serial number:+091298+1922019005

Firmware version:v0.17.01.12301-BT

Firmware updated:Fri Mar 27 11:58:31 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,20 Hours32 Mins28 Secs

Data rate:558 Kbps / 5.457 Mbps

Maximum data rate:575 Kbps / 6.555 Mbps

Noise margin:6.4 / 4.9

Line attenuation:15.2 / 31.7

Signal attenuation:10.6 / 29.1

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:3.4 GB Uploaded / 13.4 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:SKY64968 2.4

2.4 GHz wireless channel:Channel: 6

5 GHz wireless network name:SKY64968 2.4

5 GHz wireless channel:Channel: 48

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:04:A2:22:1A:43:2C

Software variant:-

Boot loader: 0.1.7-BT (Thu Nov 30 09:45:22 2017)

Re: BT HomeHub 2 terrible internet for months

licquorice — Thu, 28 May 2020 19:42:15 GMT

Your data rate is below your handback threshold but noise margin isn't high. Definitely needs engineer visit to resolve.

Re: BT HomeHub 2 terrible internet for months

kash2001 — Fri, 29 May 2020 09:38:49 GMT

Hi many thanks for your advise, although ive had 2 engineers out in the past year...

BT never refund any money for the poor performance. They do an online test when i phone and sometimes they say is 6mb mid day and thats enough or they just say we'll get an engineer out... The last one never turned up for the appointment.

BT engineers those that arrived, just check the line and then dissapear.

Is there a simplified version of whats likely to be happening. Is it the line itself, junction or server issue that needs looking at, so i can least guide them to where to look.

The help is much appreciated, hopefully something will come of it.

Atb

Re: BT HomeHub 2 terrible internet for months

kash2001 — Sat, 30 May 2020 11:00:36 GMT

This is the level of support I have from BT Halo 🤔

There is no help from BT 😪

Re: BT HomeHub 2 terrible internet for months

kash2001 — Sat, 30 May 2020 11:16:34 GMT

Got this far and guess what BT Crashed Again, so I couldnt book an engineer 😡 and it didnt log the tests completed (no surprise there) does anything on BT work !

I'll have to go through it again and hopefully at some point BT will recognize they are not supply service fit for use.

Re: BT HomeHub 2 terrible internet for months

DavidM — Sat, 30 May 2020 11:25:43 GMT

Hi @kash2001 and thanks or posting.

I'm really sorry you're having problems with the connection. I know how frustrating that can be. I'll be happy to take a look into this for you. I'll send you a private message so you can get in touch.

Cheers

David

Re: BT HomeHub 2 terrible internet for months

kash2001 — Sun, 31 May 2020 10:27:59 GMT

Finally a BT engineer booked hopefully something will come of it. I'll update after tuesday and I'll post what was found.

Atb

Re: BT HomeHub 2 terrible internet for months

kash2001 — Thu, 04 Jun 2020 11:12:50 GMT

Hi again, well it was a BT wifi technician not an engineer that turned up. It appears to have been a DSL monitor or through put that's at issue. He checked my Router and that was ok no surprises there. Although the relationship of broadcast between router and added disk was very odd, but that's for another day.

Problem is I dont think BT will ever fix this, as one of the other BT engineers mentioned this before and it never fixed it. It improved for about 5/10 days and I'm talking being able to see a Iplayer video / BBC news or Youtube video at 480p for a week or so then it went back to being very poor again.

We are rural but not in the 'tundra' or that remote. Today I cant watch the BBC news app it just freezes every 10 mins. I cant do business emails as its just too slow, Ive drunk a lot of tea waiting for an invoice to load!

Hopefully this Friday they'll do something, but its the junction end of the DSL flow rate against line interference, I'll post again after the magic fix.

One other thing that was of major concern, and I dont want to get the fella in trouble as he was good at what he did. But he did not wear gloves, no mask and handed devices between us without any sanitation or 1 meter distancing. I washed my hands immediately I had to touch his pad or phone and tried to keep distance. But if hes visiting people on a regular basis and old people, he'll pass infection around like wild fire. I had to sanitize the wifi unit, and hands and surfaces touched as he had no gloves or barrier to prevent infection.

BT MUST TAKE THIS MORE SERIOUSLY WHEN INTERFACING WITH CUSTOMERS

I will update when the Engineer turns up if weve not come down with something more serious in-between time.

Atb

Re: BT HomeHub 2 terrible internet for months

kash2001 — Fri, 05 Jun 2020 10:17:10 GMT

Well BT Engineer coming today !!! Absolutely no internet last night I mean none. But now just before the BT engineer turns up its boosted up to 5.4mbs thats screaming for us 😂 just before they turned up!

Ninjas in the night obviously

Anyway, well see what happens when he turns up.

ATB

Re: BT HomeHub 2 terrible internet for months

kash2001 — Tue, 09 Jun 2020 13:02:57 GMT

OK So line been monitored for 3 days, diagnoses fault on the line 😂 The BT engineer found a fault but only because we have two tel no.s on the same line and the phone signal from the 2nd line was crackly, so the fault was found 390 mtrs away. But our line didnt report it... He found the damage to the line and hopefully a picker arm will be here this week for him to repair the cable and hopefully sort the damage.

Whether this ultimately sorts the speed I dont know, but at least if we get 7mb (Halo user) although absolutely terrible if its stable, itll help.

So the saga over the months and years may finally have some conclusion. But I'm not holding my breathe as yet.

I hope this helps others with the problems with BT Halo and the service.

ATB