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Troubleshooter and Speed tester - doesn't work

pmarshal — Sun, 18 Apr 2021 09:29:27 GMT

The BT 'Troubleshooter and Speed tester' at 'https://support.bt.com/fix/broadband/?view=broadbandspeed#/questions/2' doesn't work for me. I've tried it numerous times over the past few months and it tell me that it can's see my hub online. I have fibre to the house, and can test OK using Speedtest and Fast. Anybody know how to fix this?

Re: Troubleshooter and Speed tester - doesn't work

imjolly — Sun, 18 Apr 2021 09:54:27 GMT

do you have digital voice? if so it is a known problem

Re: Troubleshooter and Speed tester - doesn't work

NeilO — Sun, 18 Apr 2021 09:57:17 GMT

Hi @pmarshal welcome back to the community and thanks for posting, I'm sorry to see you're having issues running the MyBT speed test. I've seen this happen once before and a factory reset on the Smart Hub 2 resolved it.

Find the recessed "Reset" pinhole button on the back of your Hub.
Using a paper clip or similar press the button and hold for 20 seconds. Your Hub lights will go out and your Hub will restart.
Wait a few minutes for the Hub lights to settle. The central Power light will go blue and the Broadband light will be off.

Post back and let me know you get on.

Thanks

Neil

Re: Troubleshooter and Speed tester - doesn't work

pmarshal — Sun, 18 Apr 2021 16:19:09 GMT

Hi Neil, last time I did this the upload speeds reset to 50 and it took weeks to get it put right, so I'm not keen to do this.

Re: Troubleshooter and Speed tester - doesn't work

pmarshal — Sun, 18 Apr 2021 16:20:34 GMT

No digital voice that I'm aware of. If it's a known problem, why haven't BT resolved it?