This topic

Fault reporting

nk71 — Thu, 18 Jun 2020 18:37:07 GMT

Hi,

Firstly - Am currently on hold trying to report a fault for the 2nd time - been on hold for 100mins!!! - disgusted doesn't quite cover it. Engineer visited us on Tuesday to investigate slow speeds that we were experiencing at home through both hard wired connections and wifi (under 3mb when I reported fault). Plugged his kit in and did his tests - "you're getting 20mb to your router" (never get more than 15mb anyway) . He diagnosed faulty router, new one arrived today and speed is even worse - under 1mb. Router is showing just over 17mb downstream sync speed but i'm only experiencing sub 1mb to my laptop via the cable with laptop's wifi turned off. How the hell am i supposed to get this sorted when no one is answering the phones.

Re: Fault reporting

imjolly — Thu, 18 Jun 2020 18:40:44 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: Fault reporting

gg30340 — Thu, 18 Jun 2020 18:41:42 GMT

Have you considered there could be a problem with your laptop's network card? Have you tested with a different device using the Ethernet connection.

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 18:45:37 GMT

3 different laptops, smart tv's, mobile phones all affected

Re: Fault reporting

gg30340 — Thu, 18 Jun 2020 18:47:10 GMT

If you have not already done this make sure you turn off "smart setup" on the BT hub.

See link how to do that.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/what-is-smart-setup-on-the-bt-hub%3F-how-can-i-turn-it-on-and-off%3F

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 18:49:39 GMT

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 18:52:45 GMT

If I reboot the router speed shoots up to around 15mb (which is good for here) but then drops off very soon after.

Re: Fault reporting

gg30340 — Thu, 18 Jun 2020 18:54:38 GMT

~~Have you turned off smart set up?~~

EDIT: Posts crossed.

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 18:54:02 GMT

smart setup is off

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 18:55:10 GMT

It's as if the second any "load" is put on the line it drops off

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 18:56:11 GMT

Been waiting on hold for 2hrs now and the lines close at 20:00 I believe - not acceptable!

Re: Fault reporting

gg30340 — Thu, 18 Jun 2020 18:56:49 GMT

Do you have any powerline adaptors?

Have you tried with just one device connected then introduce your other devices one at a time to see if it is a device that is dragging your speed down?

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 18:59:35 GMT

No powerline adaptors - got a disc - currently unplugged - only my laptop connected at the moment

Re: Fault reporting

imjolly — Thu, 18 Jun 2020 19:00:39 GMT

From the stats you have posted you had a 20mb connection on 14/6 and currently 17.7mb which is within your expected speed range

run btspeedtester and post results. Must be done with Ethernet connection

https://speedtest.btwholesale.com/

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 19:05:35 GMT

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 19:08:34 GMT

Re: Fault reporting

gg30340 — Thu, 18 Jun 2020 19:11:58 GMT

This may sound daft but when you changed the Smarthub for the new one did you also replace the power adaptor with the new one?

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 19:12:50 GMT

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 19:13:39 GMT

No - didn't occur to me - will try it now.

Re: Fault reporting

nk71 — Thu, 18 Jun 2020 19:20:34 GMT

No improvement with new power adapter