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Unstable fibre/possible smart hub fault

Léigh — Fri, 19 Jun 2020 08:32:43 GMT

Since just before the pandemic I’ve had technical problems.

My hub restarts multiple times a week when it used to do it every 2-3 weeks, my speed has been around 20% slower than usual and my wifi seems to be struggling on 5.8ghz.

My speed has started to increase over the last few days but the connection is extremely unstable. It’s struggling to stream video even though I have more than enough bandwidth to support streaming on at least 5-6 devices.

The 5.8Ghz thing has me stumped. When my smart hub restarts it struggles and I have to switch it off and on a few time to get it back to normal.

I hope there’s some technical brains in here that can figure this one out! I’ve obviously left it this long because of COVID-19. Can’t exactly be messing around with engineer visits with a virus knocking about.

It’s not a desperate problem as my broadband and WiFi is still good about 80% of the time

Re: Unstable fibre/possible smart hub fault

imjolly — Fri, 19 Jun 2020 10:33:27 GMT

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

you need to stop switching the hub off/on as that will be seen by the DLM as an unstable conenction resulting in an increase in noise margin and a reduction in connection speed

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: Unstable fibre/possible smart hub fault

Léigh — Fri, 19 Jun 2020 12:16:23 GMT

Well aware that switching it off and on lowers the bandwidth because it registers as a fault at the exchange, what I’m saying is that turning it off and on fixed the instability that is popping up by itself.

Hub stats :

Product name:

BT Hub 6A

Serial number:

Firmware version:

SG4B1000E020

Firmware updated:

27-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 3 Hours 58 Minutes 59 Seconds

Data rate:

8.34 Mbps / 50.31 Mbps

Maximum data rate:

8339 / 50889

Noise margin:

6.3 dB / 6.1 dB

Line attenuation:

34.5 dB

Signal attenuation:

23.9 dB / 34.5 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

1 GB Uploaded / 7 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

MAC address:

Software variant:

Boot loader:

7.33.1

also tried quiet line test. No noise, no problem. It’s one of the first things I checked.