This topic

terrible service as a new customer

Petesmith — Sat, 01 Aug 2020 14:45:24 GMT

This is amazing how bad the service is. After being online for 2 weeks I expected the service to settle down with a constant speed, guaranteed as promised. Well you could not be more wrong. Having tried several speed test I had an average of 28MBPS, Guaranteed minimum in my area is 48MBPS. An open reach engineer spent 5 hours checking and said the line is fine with 57MBPS at the socket but the Fibre 2 hub is only putting out about 30MBPS. He reported this and another engineer was booked to investigate further. He did not turn up and suddenly the fault was closed as fixed by the engineers visit???? How? The fault still remains and now eventually it has been agreed to send a replacement hub. A problem is that BT claim no problem as the line is good, but if the hub is rubbish what can we do? The speed test on the BT site does not work....perhaps because it is known that the speeds are not correct. Why do BT claim to have fixed faults which are still in place? I am now tempted to close my direct debit and return everything as it is ridiculous to stay for 2 years if you cannot fix the problem now. If the new hub is the same that is what will happen.

Re: terrible service as a new customer

TimCurtis — Sat, 01 Aug 2020 14:55:40 GMT

@Petesmith

In terms of the guaranteed speed that is in fact the connected rate as shown within the homehub afaik and not results from speed tests. What are your connected speeds?

As for the remainder of your post I can't comment.

Re: terrible service as a new customer

imjolly — Sat, 01 Aug 2020 15:06:19 GMT

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

all speeds quoted by BT are connection speed not download speeds. I know it says download in some of your documentation but this is clarified in the T&C where download is actually connection speed

are you doing btspeedtester with ethernet connection not wireless no ISP guarantees download speed far less wireless download speed

https://www.speedtest.btwholesale.com/

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: terrible service as a new customer

pippincp — Sun, 02 Aug 2020 08:52:56 GMT

There is no minimum guaranteed speed for any area, it doesn't work that way nor can it.

Once you have posted the requested info someone will be able to help you further.

Re: terrible service as a new customer

Petesmith — Sun, 02 Aug 2020 09:06:56 GMT

thanks for the reply, if no minimum speed can be guaranteed how are they allowed to advertise one?

Anyway yesterday I received a BT speed test wholesale link which I tried, the results were amazing. I set 2 laptops up for the test, one using the BT tester and one with Ookla online tester.

Test 1, BT 21.72 DL. Ookla 24.45 DL

Test 2, BT 34.81 DL Ookla 25.32 DL

Test 3, BT 64.86 DL. Ookla 26.46 DL

Test 4, BT 115.43 DL. Ookla 28.41 DL

Test 5,BT 154.68 DL. Ookla 27.56 DL

A very odd result as my line only gives 59 maximum speed at the box in the street and 57 at the house terminal so not sure how we are getting high readings. The house junction has been tested and is constant at 57. The hub however drops to 20 DL all the time. Perhaps the new hub coming tis week will sort it.

Re: terrible service as a new customer

imjolly — Sun, 02 Aug 2020 09:12:29 GMT

to be able to help we need the info I requested especially hub stats and dslchecker results

any speed test must be done with ethernet connection not wireless to be meaningful before BT will help

Re: terrible service as a new customer

Petesmith — Sun, 02 Aug 2020 09:16:10 GMT

Hi, all test done with ethernet cable connection, same as the open reach engineer carried out.

I am reluctant to go into the hub settings at the moment and will wait for the replacement hub to come before doing this. As I mentioned a new hub may fix it, as the engineer said.

Re: terrible service as a new customer

imjolly — Sun, 02 Aug 2020 09:35:11 GMT

ok posting stats wont affect the hub and will also give a comparison when you connect your new hub to see what if anything changes - up to you

you could post the dslchecker results as that will show expected speed range for your line

Re: terrible service as a new customer

Petesmith — Sun, 02 Aug 2020 15:15:47 GMT

Re: terrible service as a new customer

imjolly — Sun, 02 Aug 2020 15:22:51 GMT

From dslchecker your last recorded connection speed was right at bottom of your estimated range but really need to see stats to see if that is as good as you get or attainable is much better

which exchange and cab are you on as you deleted that from checker results

Re: terrible service as a new customer

Petesmith — Sun, 02 Aug 2020 16:59:53 GMT

YEOVIL exchange, Cab 54

Re: terrible service as a new customer

pippincp — Sun, 02 Aug 2020 18:14:13 GMT

ECI cab, no G.INP as yet but there is a trial ongoing.

Re: terrible service as a new customer

Petesmith — Thu, 06 Aug 2020 20:17:22 GMT

Well the new hub came and guess what, same useless service, cannot rely on this for my work. The line is fine and has been tested many times. BT will not sort the problem out, claim to book engineers and then change fault status to fixed and cancel the booking, without doing anything, no notice so you wait for them not knowing. I have demanded this is fixed before the next step which is to go through ofcom and look to cancelling this service as it is just simply useless. I don't know why it is called a Smart Hub 2, nothing smart about it. Any clown can check the line remotely, they need to visit and resolve instead of the lies. The best I am getting wireless with the laptop less that 1/2 meter from the hub is 32MBPS if I'm lucky. I can actually get better sitting in the KFC car park.

Re: terrible service as a new customer

pippincp — Thu, 06 Aug 2020 20:33:38 GMT

If you want help then post the info @imjolly requested.

If you don't want to and just want to vent then that's OK. Feel free.

Re: terrible service as a new customer

Petesmith — Thu, 06 Aug 2020 20:37:06 GMT

How do I copy the post and send to the link, not venting just explaining the poor service I am getting as a new customer with no interest from the provider,

Re: terrible service as a new customer

pippincp — Thu, 06 Aug 2020 20:42:28 GMT

Do you know how to copy and paste a line of type? Do you know how to take a screenshot?

Re: terrible service as a new customer

Petesmith — Fri, 07 Aug 2020 07:18:08 GMT

Duh ?? Obviously as in the previous post, cant copy a message and paste on here though for some reason. Nice that you are so helpful though. Anyway I have managed to get into the hub and the technical log is posted here with a section of the event log below it, cant post all the event log, as its a lot of entries and this is limited to space.

Product name,BT Smart Hub 2
Serial number,+091298+2020040207
Fireware version,v0.17.01.12312-BT (Mon May 11 18:49:53 2020)
Board version,R01
GUI version,1.56 15_02_2019
DSL uptime,0 days 11 Hours 21 Mins 17 Secs
Data rate,17.6 Mbps / 48.8 Mbps
Maximum Data rate,17.7 Mbps / 49.4 Mbps
Noise margin,6.1/6.1
Line attenuation,4.7/15.3
Signal attenuation,4.7/17.5
VLAN id,101
Upstream error control,Off
Downstream error control,Off
Data sent / received,1.6 GB Uploaded / 2.1 GB Downloaded
Broadband username,bthomehub@btbroadband.com
BT Wi-Fi,Active
2.4 GHz wireless network name,BT-69AJNR
2.4 GHz wireless channel,Smart (Channel11)
5 GHz wireless network name,BT-69AJNR
5 GHz wireless channel,Smart (Channel36)
Wireless Security,WPA2 (Recommanded)
Wireless mode,Mode 1
Firewall,On
MAC address,18:82:8C:31:48:DF
Software variant,-
Boot loader, 0.1.7-BT (Thu Nov 30 09:45:22 2017)

07:52:40, 07 Aug. admin login success from 192.168.1.206
07:50:48, 07 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
07:50:47, 07 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
07:50:45, 07 Aug. DHCP device Connected: 192.168.1.206, f0:b4:79:22:bc:5b, peters-MBP
07:50:45, 07 Aug. 2.4G Client associate from f0:b4:79:22:bc:5b (IP=192.168.1.206) RSSI=-58, Rate=144Mbps, host peters-MBP
07:50:44, 07 Aug. LAN [ADD] ARP 192.168.1.206 with f0:b4:79:22:bc:5b from br0(wl1)
07:50:44, 07 Aug. ARP [add] br0(wl1) 192.168.1.206 f0:b4:79:22:bc:5b
07:50:44, 07 Aug. Receive a DHCP request
07:50:42, 07 Aug. WHW INFO A station (SmartHub2)IF[2.4G](18:82:8C:31:48:E2):STA(F0:B4:79:22:BC:5B)(Legacy Device) join WHW infrastructure
07:49:07, 07 Aug. ARP [add] br0(wl1) 192.168.1.232 00:bb:60:b0:85:42
07:49:00, 07 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
07:49:00, 07 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
07:49:00, 07 Aug. DHCP device Connected: 192.168.1.232, 00:bb:60:b0:85:42, EYVC4777
07:48:59, 07 Aug. DHCP lease issued 192.168.1.232 to 00:bb:60:b0:85:42 EYVC4777, lease duration is 86400 seconds
07:48:59, 07 Aug. 2.4G Client associate from 00:bb:60:b0:85:42 (IP=192.168.1.232) RSSI=-58, Rate=130Mbps, host EYVC4777
07:48:59, 07 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
07:48:59, 07 Aug. LAN [ADD] ARP 192.168.1.232 with 00:bb:60:b0:85:42 from br0(wl1)
07:48:59, 07 Aug. Receive a DHCP request
07:48:59, 07 Aug. WHW INFO A station (SmartHub2)IF[2.4G](18:82:8C:31:48:E2):STA(00:BB:60:B0:85:42)(Legacy Device) join WHW infrastructure
07:28:54, 07 Aug. DoS(UDP Loopback): IN=ppp1 OUT= MAC= src=184.105.139.89 DST=86.144.12.190 LEN=29 TOS=0x00 PREC=0x00 TTL=52 ID=37323 DF PROTO=UDP SPT=44694 DPT=19 LEN=9 MARK=0x8000000

Re: terrible service as a new customer

SpiderPig — Fri, 07 Aug 2020 13:19:52 GMT

@Petesmith

Your hub is getting sync speeds of 17.6 Mbps upload / 48.8 Mbps download you can see this information under "Data rate" within the hub stats you posted.

You would be best completing another BT Wholesale speed test but on a wired connection as a wireless connection is normally lower and useless for testing speeds. Once you have retested on a wired connection please post the results.

Re: terrible service as a new customer

converse420 — Fri, 07 Aug 2020 17:15:15 GMT

This is why you are a 'Sage', the rest of us have to think harder, so perhaps be more gentle with us!

Re: terrible service as a new customer

Petesmith — Fri, 14 Aug 2020 09:01:27 GMT

With some great assistance from Mike S, managed to get things a bit better. Mike actually monitored the line and syncing and found some issues, what he observed was that 6 neighbours were transmitting WiFi on the same channel, channel 11, on his suggestion I tried changing. First Channel 6 which was too slow, then Channel 1 which stabilised. I am now getting the minimum 48MBPS wired connection, right at the bottom of the range so still lower that advertised but constant. Wifi is in the mid 30s so suitable for the Fire TV etc. I have also run 2 ethernets to access points (old Talk Talk modems converted), at the far corners of the house so we have a stable WiFi connection all round , mid 30's when the BT hub functions ok.