This topic

HH6 FIRMWARE SG4B1000E020 UPDATE ISSUES

Eclectic — Tue, 24 Nov 2020 17:00:21 GMT

Up until yesterday we had a steady 30Mb speed on HH6.

Yesterday afternoon started to get dropouts and slow speed. Just in time for the football!

Speed eventually stabilised at 15/17Mb.

Using BT speedtester and troubleshooter resulted in the message - We are not meeting your guaranteed speed, you may leave BT with no penalty! What sort of a guarantee is that!

This morning spped was 21Mb. Message on fault tracker - 'Right to exit removed'!

Interrogating the hub shows that it had a Firmware update on 23rd November. SG4B1000E020

The technical log only goesd back to 12.40pm on 23rd. So, I guess it was reset by firmware update.

Speed right now 22/23Mb.

What's going on?

Any insight appreciated.

NB. all usual tests done, quiet line, test socket etc.

Re: HH6 FIRMWARE SG4B1000E020 UPDATE ISSUES

pippincp — Tue, 24 Nov 2020 17:10:16 GMT

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

Re: HH6 FIRMWARE SG4B1000E020 UPDATE ISSUES

Eclectic — Tue, 24 Nov 2020 17:32:14 GMT

Not just at the moment. HH6 disconected. Trying an old HH5.
I'll report back shortly.

Re: HH6 FIRMWARE SG4B1000E020 UPDATE ISSUES

imjolly — Tue, 24 Nov 2020 17:32:47 GMT

This is a known problem and there are already previous posts. Here is one

https://community.bt.com/t5/BT-Fibre-broadband/Line-Attenuation/td-p/2018008

Re: HH6 FIRMWARE SG4B1000E020 UPDATE ISSUES

Eclectic — Tue, 24 Nov 2020 17:37:49 GMT

Well!
Old HH5 gives 30/31Mb.
So, looks like the Firmware update has compromised the HH6.

Re: HH6 FIRMWARE SG4B1000E020 UPDATE ISSUES

Eclectic — Tue, 24 Nov 2020 18:03:51 GMT

Thank you, but there does not seem to be a solution offered, or comment from BT.

Re: HH6 FIRMWARE SG4B1000E020 UPDATE ISSUES

pippincp — Tue, 24 Nov 2020 19:04:04 GMT

Carry on with the hub5.

Re: HH6 FIRMWARE SG4B1000E020 UPDATE ISSUES

Eclectic — Wed, 25 Nov 2020 00:28:46 GMT

Yes, of course.

I shall test the HH6 occasionally to see if anything changes.

Very disappointed with BT for throtling back the speed to just above the 'guarantee'.

The other threads on this subject did not come to a solution or conclusion.

Re: HH6 FIRMWARE SG4B1000E020 UPDATE ISSUES

busterboy1 — Wed, 25 Nov 2020 08:08:13 GMT

@Eclectic

FYI.... BT do not throttle.

Re: HH6 FIRMWARE SG4B1000E020 UPDATE ISSUES

Eclectic — Wed, 25 Nov 2020 13:38:21 GMT

Thank you for the link.

Maybe I used the wrong technical term, but the result is the same.

What have they done, and why?

Only downside of the HH5 is wifi range. Easily solved.

Re: HH6 FIRMWARE SG4B1000E020 UPDATE ISSUES

azual — Wed, 25 Nov 2020 17:10:43 GMT

I had this firmware update too SG4B1000E020 on 23/11/2020!!!

Noticing lower speeds and sometimes it gets so bad I get crazy ping +200ms online games. Also when someone uses Messenger video call the broadband speed can't take it and everything lags. When there is no Alexa music playing or video calls being made, it is fine most the time. Put in a fault ticket and a complaint ticket but both have had no responses from BT!!!.

I should easily get 34Mbps and 7Mbps. Can watch Netflix at 4k, be on a video call on Messenger and play online games with no lag but not anymore! Only when I started researching about noise signal and line attenuation did I come across some post about firmware update SG4B1000E020 and I checked mine and it was the same but updated on the 23rd! Never had any issues with my Internet for 1.5years until now. Contract coming to a end soon and don't think I'll be renewing with so many BF deals if BT doesn't do anything about this.

Firmware version:

SG4B1000E020

Firmware updated:

23-Nov-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

1 Days, 4 Hours 9 Minutes 15 Seconds

Data rate:

7.13 Mbps / 39.95 Mbps

Maximum data rate:

7373 / 40329

Noise margin:

6.3 dB / 4.9 dB

Line attenuation:

46 dB

Signal attenuation:

31.7 dB / 46 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path