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BT Smart Hub 2 speed slow after replacement?

Hazje — Thu, 20 Aug 2020 19:42:08 GMT

Hello, we have been having issues with out internet recently and after many engineer visits (and various different items being changed) we have still been having issues. Our expected speeds are 30Mb with 21 guaranteed which we often get, but other days the speeds drop to around 2Mb and won't increase for days at a time.

We have been sent another brand new Smart Hub 2 to replace our current Smart Hub 2 (as we have been told there could potentially be an issue as we have had this for a while) which we have installed today. Speed tests are showing between 2Mb - 6Mb.

I know speeds can be unstable in the first few days after becoming a new customer, but could this also be the case after swapping to a brand new version of the same Smart Hub? Trying to figure out if this is an issue which could sort itself out after a couple of days, or if another issue has developed here.

Thanks in advance

Re: BT Smart Hub 2 speed slow after replacement?

pippincp — Thu, 20 Aug 2020 20:28:45 GMT

Can you post your connection stats from Advanced settings/technical log/information.

Also do a quiet line test on 17070 option 2, best with corded phone. It should be silent between announcements.

Re: BT Smart Hub 2 speed slow after replacement?

licquorice — Thu, 20 Aug 2020 20:29:52 GMT

No, that's not the case at all.

Is the problem sync speed dropping or download speed as tested with a speedtester.

Can you post the hub stats Advanced Settings > Technical log > Information

Is there any noise on your line when you carry out a quiet line test on 17070, preferably with a corded phone.

Re: BT Smart Hub 2 speed slow after replacement?

Hazje — Thu, 20 Aug 2020 21:47:38 GMT

We dont have a landline anymore as we never used it, is there another way to do this test?

Product code:Smart Hub 2

Serial number:+091298+2027032400

Firmware version:v0.17.01.12301-BT

Firmware updated:Thu Aug 20 17:11:36 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,05 Hours34 Mins56 Secs

Data rate:3.437 Mbps / 6.872 Mbps

Maximum data rate:3.576 Mbps / 7.112 Mbps

Noise margin:6.5 / 6.4

Line attenuation:45.0 / 42.3

Signal attenuation:42.5 / 44.9

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:502.6 MB Uploaded / 2.9 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-PHAJ2J

2.4 GHz wireless channel:Smart (Channel11)

5 GHz wireless network name:BT-PHAJ2J

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:18:82:8C:C7:5B:E9

Software variant:-

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

Re: BT Smart Hub 2 speed slow after replacement?

Hazje — Thu, 20 Aug 2020 21:49:40 GMT

Its just download i have been checking, We dont have a landline so not sure if i can test this.

Hub stats are now posted above.

Re: BT Smart Hub 2 speed slow after replacement?

pippincp — Thu, 20 Aug 2020 22:23:52 GMT

I think you'd find you have no dial tone but without a handset you can't test for it. Broadband will work with only one wire connected but it will be slow.

Re: BT Smart Hub 2 speed slow after replacement?

Hazje — Fri, 21 Aug 2020 08:55:59 GMT

So are you saying with a landline connected you would expect the broadband to run faster?

Re: BT Smart Hub 2 speed slow after replacement?

imjolly — Fri, 21 Aug 2020 08:59:39 GMT

you always have have had a landline but just chose not to use it but your broadband is delivered to your home over your landline. if there is a problem with your landline then there will be a problem with your broadband

your phone need both wires to work and get dial tone but your broadband will work with only 1 wire connected but very slowly hence testing to see if you have a dial tone - the most basic of tests

Re: BT Smart Hub 2 speed slow after replacement?

Carlusha — Fri, 21 Aug 2020 09:04:51 GMT

@Hazjewrote:
So are you saying with a landline connected you would expect the broadband to run faster?

Intriguing! I understood for broadband, you MUST have line rental. Your broadband is delivered down the phone line. This being the case, you really do need to check the phone line works, especially as to whether there is any noise on the line.

If you would check your MyBT, you should see line rental as well as you broadband.

Apologies if I am wrong here.

Sorry @imjolly - our posts crossed. I am slower than you, citing old age!

Re: BT Smart Hub 2 speed slow after replacement?

Hazje — Fri, 21 Aug 2020 09:56:59 GMT

We are getting another landline today, when set up i will check for dial tone and noise on the line

Re: BT Smart Hub 2 speed slow after replacement?

Hazje — Fri, 21 Aug 2020 10:00:48 GMT

I believe we do have the line rental but haven't had a landline plugged in for quite a while. We are getting another landline today and when set up ill see what happens

Re: BT Smart Hub 2 speed slow after replacement?

imjolly — Fri, 21 Aug 2020 10:03:49 GMT

by another landline do you mean you will have 2 landlines into your property? the broadband will remain on existing line?

Re: BT Smart Hub 2 speed slow after replacement?

Hazje — Fri, 21 Aug 2020 11:37:07 GMT

Sorry i just meant we will go out and get another landline phone, no idea where the old one is.

We have added a land line and there is a dial tone, i did the quiet line test and there was no noise between announcements.

The speed seems to have increased to 23Mb currently (throught the MyBT app), however on the Hub Manager page the phone is showing as 'Not configured'.