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Help needed with broadband

Prcs — Fri, 29 May 2020 15:06:18 GMT

Ok so this was take just 1 hour after taking the advice of online customer support and factory re-setting my hub.
whilst speaking to them, they assured me there have been no problems at all going to my hub and there has been a stable connection since at least 1st May 2020. This isn’t constant like this but happens for about 15 minutes every hour or so. This test was taken on my phone and I get very similar results on my pc which is connected via Ethernet cable.

clearly there is a problem somewhere but BT are saying everything is fine. Does anyone have any advice on this please

Re: Help needed with broadband

imjolly — Fri, 29 May 2020 15:13:04 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Help needed with broadband

Prcs — Fri, 29 May 2020 15:20:45 GMT

Product code:Smart Hub 2

Serial number:+091298+1835013036

Firmware version:v0.17.01.12301-BT

Firmware updated:Tue Apr 7 00:19:54 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,01 Hours38 Mins28 Secs

Data rate:4.336 Mbps / 33.013 Mbps

Maximum data rate:4.336 Mbps / 33.585 Mbps

Noise margin:6.1 / 3.3

Line attenuation:11.1 / 25.8

Signal attenuation:11.1 / 31.7

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:1.3 GB Uploaded / 1.4 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-RFA25C

2.4 GHz wireless channel:Smart (Channel11)

5 GHz wireless network name:BT-RFA25C

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:4C:1B:86:A2:30:C1

Software variant:-

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

quiet test seemed fine

Re: Help needed with broadband

imjolly — Fri, 29 May 2020 17:33:58 GMT

Your stats show you have 33/4 mb connection which is well within th expected range for your line and well above the handback of 20mb

you need to run btspeedtester with an Ethernet cable direct to the hub and post results

https://speedtest.btwholesale.com/