This topic

Removal of right to exit

Mclmsn — Sat, 12 Dec 2020 13:24:36 GMT

Hello,

I've raised a fault this morning after having issues with our fibre speeds dropping to 15mb. I completed the report a fault process and I have noticed that it now says the following at the bottom.

'We’ve had to remove your right to exit your contract without penalty, as we’ve not been able to monitor your speed or get any required information from you.'

At no point has it asked me for any more information and it must have appeared within minutes of the fault being registered. any ideas why it would say this or what I can do myself to sort out my speed issues. Our stay fast guarantee, guaranteed us minimum speeds of 45mb.

Many thanks

Re: Removal of right to exit

imjolly — Sat, 12 Dec 2020 13:32:56 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: Removal of right to exit

Mclmsn — Sat, 12 Dec 2020 14:35:01 GMT

Thank you for the quick reply. My son also told me that he saw the light on the hub go yellow yesterday afternoon.

Technical log:

Product code:Smart Hub 2

Serial number:+091298+1832013411

Firmware version:v0.21.03.07094-BT

Firmware updated:Sat Oct 17 18:05:37 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,20 Hours47 Mins35 Secs

Data rate:9.105 Mbps / 18.367 Mbps

Maximum data rate:10.012 Mbps / 32.221 Mbps

Noise margin:8.6 / 14.1

Line attenuation:9.2 / 17.9

Signal attenuation:9.2 / 21.3

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:490.4 MB Uploaded / 7.8 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-W5A2MS

2.4 GHz wireless channel:Smart (Channel1)

5 GHz wireless network name:BT-W5A2MS

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:4C:1B:86:76:26:96

Software variant:-

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

Line test: All quiet

Re: Removal of right to exit

imjolly — Sat, 12 Dec 2020 14:58:18 GMT

did you try quiet line test?

are you having problems with connection dropping or maybe trying resets to get improved speed or maybe a combination of both

have you tried using the test socket with a filter to see if that improves your connection by eliminating your internal wiring as causing a problem if you connect to test socket then please repost hub stats

Re: Removal of right to exit

Mclmsn — Sun, 13 Dec 2020 09:01:38 GMT

Hi imjolly

I did the quiet line test and it was quiet.

Internet speeds were around 47mb and then since the hub light went yellow speeds have dropped to around 15mb. I will try the test socket and post the results.

Many thanks

Re: Removal of right to exit

Mclmsn — Sun, 13 Dec 2020 09:20:57 GMT

Product code:Smart Hub 2

Serial number:+091298+1832013411

Test socket results:

Firmware version:v0.21.03.07094-BT

Firmware updated:Sat Oct 17 18:05:37 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,00 Hours00 Mins18 Secs

Data rate:12.81 Mbps / 59.723 Mbps

Maximum data rate:12.810 Mbps / 60.858 Mbps

Noise margin:6.2 / 3.3

Line attenuation:9.1 / 17.8

Signal attenuation:9.1 / 22.7

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:0.1 MB Uploaded / 0.6 MB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-W5A2MS

2.4 GHz wireless channel:Smart (Channel1)

5 GHz wireless network name:BT-W5A2MS

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:4C:1B:86:76:26:96

Software variant:-

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

Re: Removal of right to exit

Mclmsn — Sun, 13 Dec 2020 09:25:41 GMT

Speeds seem to be ok this morning, I've checked the event log for around the time the issues started and this is what was there:

17:32:23, 11 Dec. PPP: LCP up

17:32:23, 11 Dec. PPP LCP Receive Configuration ACK

17:32:23, 11 Dec. PPP LCP Send Configuration ACK

17:32:23, 11 Dec. PPP LCP Receive Configuration Request

17:32:23, 11 Dec. PPP LCP Send Configuration Request

17:32:23, 11 Dec. PPP: Received PADS

17:32:23, 11 Dec. PPP: Sending PAD

17:32:23, 11 Dec. PPP: Received PADO

17:32:23, 11 Dec. PPP: Sending PADI

17:32:18, 11 Dec. PPP: Sending PADI

17:32:13, 11 Dec. PPP: Sending PADI

17:32:08, 11 Dec. PPP: Sending PADI

17:32:05, 11 Dec. DSL Link Up: Down Rate=18367kbps, Up Rate=9105kbps; SNR Margin Down=3.4dB, Up=6.1dB

17:32:03, 11 Dec. PPP: Sending PADI

17:31:58, 11 Dec. PPP: Starting PPP daemon

17:31:57, 11 Dec. WAN Auto-sensing detected port DSL WAN

17:31:38, 11 Dec. SIP WAN DOWN

17:31:36, 11 Dec. admin timeout from 192.168.1.224

17:31:34, 11 Dec. SIP WAN DOWN

17:31:34, 11 Dec. WAN Sensing Auto sensing Complete, interface selected

17:31:34, 11 Dec. WAN Sensing Auto sensing Running

17:31:32, 11 Dec. WAN Sensing Auto sensing Complete, interface selected

17:31:32, 11 Dec. WAN Sensing Auto sensing Running

17:31:32, 11 Dec. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

17:31:31, 11 Dec. PPP LCP Send Termination Request (User request)

17:31:31, 11 Dec. PPP: IPCP down

17:31:31, 11 Dec. PPP: LCP down

17:31:30, 11 Dec. DSL Link Down: duration was 746991 seconds

I'm assuming that whatever that is, is what caused the slow speeds. Is it something I should be worried about? is the hub failing?

Many thanks for all your help imjolly