This topic

Broadband

keels24 — Sun, 07 Mar 2021 15:45:42 GMT

I am hoping someone can help. Sorry for the long push but with working from home I need a stable connection. Up until last week I was getting the speeds I pay for and bt can see this on there side. From Monday last week the speed dropped and was losing connection. They said last week I had a bad week with it dipping. They sent an engineer out who said everything was fine. Still not getting the speeds I pay for. So I contacted bt again who are again sending out another engineer on Wednesday not sure what this one can do that the other one did. They also sent me out a new smart hub which I put in on Saturday. I am at a lost end as nothing has changed my side nothing moved or installed.

Re: Broadband

imjolly — Sun, 07 Mar 2021 16:10:03 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

Have you turned off smart setup in hub manager

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Broadband

keels24 — Sun, 07 Mar 2021 16:40:02 GMT

Product name:

BT Hub 6A

Serial number:

+084316+NQ65042542

Firmware version:

SG4B1000E020

Firmware updated:

10-Aug-2019

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 1 Hours 57 Minutes 3 Seconds

Data rate:

11.90 Mbps / 33.08 Mbps

Maximum data rate:

11954 / 43964

Noise margin:

6.9 dB / 11.6 dB

Line attenuation:

30.2 dB

Signal attenuation:

26.5 dB / 30.2 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

204 MB Uploaded / 1 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-5HTS

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-5HTS

5 GHz wireless channel:

Smart (Channel 44)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

MAC address:

24:20:C7:7F:97:41

Software variant:

Boot loader:

7.33.1

yes the quiet test was fine

yes smart setup is turned off this was done by bt

BT said on phone earlier today i was getting speeds of 60mbs up until last week then it dropped

Re: Broadband

licquorice — Sun, 07 Mar 2021 16:47:47 GMT

The first engineer clearly wasn't diligent enough and didn't find the fault, your line stats are terrible. Hopefully the next engineer will have more success.

Re: Broadband

keels24 — Sun, 07 Mar 2021 16:55:01 GMT

so you think there is a problem with my phone line and this would be affect my broadband

Re: Broadband

licquorice — Sun, 07 Mar 2021 16:58:35 GMT

Yes

Re: Broadband

keels24 — Sun, 07 Mar 2021 17:06:32 GMT

Well hopefully the engineer on Wednesday can resolve it, as not had a problem since last Monday and then it started dropping. Working from home I need a stable connection.

Re: Broadband

keels24 — Tue, 09 Mar 2021 07:34:46 GMT

Hi i think my line stats have got worse can someone take a look at these for me.

Product name:

BT Hub 6A

Serial number:

+084316+NQ65042542

Firmware version:

SG4B1000E020

Firmware updated:

10-Aug-2019

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 5 Hours 52 Minutes 51 Seconds

Data rate:

10.99 Mbps / 49.11 Mbps

Maximum data rate:

10998 / 52100

Noise margin:

6.2 dB / 6.9 dB

Line attenuation:

40.6 dB

Signal attenuation:

26.5 dB / 40.6 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

785 MB Uploaded / 380 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-5HTS

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-5HTS

5 GHz wireless channel:

Smart (Channel 44)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

MAC address:

24:20:C7:7F:97:41

Software variant:

Boot loader:

7.33.1

Re: Broadband

licquorice — Tue, 09 Mar 2021 08:20:30 GMT

No idea why you would think that, they are much improved.

Re: Broadband

keels24 — Tue, 09 Mar 2021 08:34:44 GMT

sorry not sure what I am looking at, as I was looking at the Line attenuation as this is higher than it was on last one i done. Also my dsl uptime seems to be dropping over the last couple of days it start at 5 hours is this normal as i thought it should show longer than this, Is it worth still having the 2nd engineer check everything over.

Re: Broadband

licquorice — Tue, 09 Mar 2021 08:39:30 GMT

The line attenuation figure is odd, but it's the data rate, max data rate and noise margin that are the figures to look at and they have all improved. I suspect you have an intermittent fault that will be difficult for the engineer to locate.

Re: Broadband

keels24 — Tue, 09 Mar 2021 08:57:27 GMT

just my luck to have an intermittent fault that they are probably not going to be able to fix. I have no bother for years and all of a sudden a week it keep dropping. Lady i spoke to other other day said I had a constant speed of 60mbs then all of a sudden they can see it dipping and dropping.

Re: Broadband

keels24 — Thu, 11 Mar 2021 10:42:44 GMT

update had an engineer out yesterday who moved me over to new fibre line think he said bt this morning i accidently pulled the power lead from hh6 which caused it to restart up which is why dsl time is only 3 hours. Hope i did not do anything to it. will update stats from router taken just now.

Product name:

BT Hub 6A

Serial number:

+084316+NQ65042542

Firmware version:

SG4B1000E020

Firmware updated:

10-Aug-2019

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 3 Hours 24 Minutes 31 Seconds

Data rate:

13.73 Mbps / 44.27 Mbps

Maximum data rate:

13726 / 53163

Noise margin:

6.5 dB / 6.3 dB

Line attenuation:

40.3 dB

Signal attenuation:

26.5 dB / 40.3 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

199 MB Uploaded / 2 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-5HTS

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-5HTS

5 GHz wireless channel:

Smart (Channel 44)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

MAC address:

24:20:C7:7F:97:41

Software variant:

Boot loader:

7.33.1

Re: Broadband

imjolly — Thu, 11 Mar 2021 12:02:01 GMT

you now need to try and make sure you do not disconnect the hub and given a stable connection for 10/14 days the DLM should activate G.INP which will give you a slight boost in speed and noise margin will drop to about 3db from current 6db

Re: Broadband

keels24 — Thu, 11 Mar 2021 15:51:20 GMT

another update bt has contacted me about an hour ago and said they need to send another engineer tomorrow to check the line they did yesterday, as the speed was still showing under my minimum guaranteed speed. I am never going to get a stable connection at this rate. hopefully they dont need to turn router off as they did say they would not need to enter the property and would call if they needed to.

Re: Broadband

pippincp — Thu, 11 Mar 2021 19:09:49 GMT

Unusual to find someone complaining that BT are pro-actively trying to get a customer a stable connection.

Re: Broadband

keels24 — Thu, 11 Mar 2021 19:31:18 GMT

Sorry I am not complaining I am really glad they are trying to sort out the issue I am having. All I was meaning was I thought they would allow a few days to see if the connection was stable before sending another engineer out. They are doing a fab job at what they are doing.

Re: Broadband

pippincp — Thu, 11 Mar 2021 19:33:49 GMT

Not really, normally a repair would be done and DLM reset. DLM would then sort out the line from there. That said they must still see an issue hence an engineer to check.

Re: Broadband

keels24 — Thu, 11 Mar 2021 19:37:53 GMT

All they said today was they need another engineer to check it tomorrow to make sure the new fibre line is stable for my speed, as the checks they were doing the speed was still showing under my minimum. I am really grateful what they are doing and how quick they seem to be doing it.