This topic

In dispair with Broadband and Smart Hub 2 problem for over a month

AnotherJames — Wed, 14 Jul 2021 15:51:34 GMT

Hi All

Long story short

I have had a fault on my broadband connection since the first week in June , it keeps on dropping completely and the router reboots itself sometimes every 10 mins sometimes a day with nearly no problem. The connection drops and hub flashes purple then orange and it take a few mins and everything is back. I work from home. My son also works from home 3 days a week. I have spoken to the faults department on many occasions since then starting on 8th June.

I have had the problem initially "fixed" over the phone resetting and changing wifi settings and moving disks etc. But it didn't solve it so rang back for engineer.

Engineer 18th June

I had an engineer visit on 18th June. They found a problem in the road with poor connection and said it was "fixed", reterminated cable all old aluminium.

I then rang again as the problem was still there and was promised a "Special" engineer who fixes this kind of problem booked on Wednesday 30 June. The special engineer never turned up.

Next I got an engineer booked for Wednesday 7th July.

Engineer said line was perfect and it was hub. He said text him if issue still occurred. He literally only looked for 5 mins and the problem didn't occur while he was there. He really didn't want to know.

Fitted new hub Monday 12th issue was worse than before drops line constantly. Really couldn't work Monday and Tuesday.

Contacted engineer. He said to not bother complaining as no BT engineer would be able to fix it and all engineers would say the same as him. He said he was saving me the aggravation.

Phoned BT and got an engineer for today (14th).

Typically line was good while he was here. He said he reset the fibre ports and if that didn’t work we need new fibre ports. The line has dropped multiple times that I noticed since he left.

However suddenly this afternoon all 3 complete wifi discs have stopped connecting to the new hub. BT IP phone will also not connect to Hub.

I factory reset and reconnected hubs but they will not work. I have already done this when I got the new Hub and they were working perfectly till this afternoon so don't understand problem.

I phoned BT and explained and the tech help said they could see the Disks but didn't understand why they couldn't connect. They tried wifi reset and they said they needed to send a home engineer.

Next date is 20th July for internal connections but line still bad.

Worst of all they say they had to close previous fault (not repaired yet) to get the home engineer.

I'm pulling my hair out. What can I do. It's dropped twice while posting this and now I have pretty poor wifi around the house too.

Can anyone help on anything, James

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

licquorice — Wed, 14 Jul 2021 15:59:51 GMT

All the engineers are talking total nonsense, if your hub is turning purple you clearly have a line fault that they are not fixing. Probably because you have aluminium cable and it falls into the 'too hard' box.

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

AnotherJames — Wed, 14 Jul 2021 16:04:21 GMT

So do I just keep ringing the help line. Today it was fine for most of the day and it is now literally cutting out every 3 mins or less I just have to wait so long for the next engineer each time.

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

licquorice — Wed, 14 Jul 2021 16:15:31 GMT

Unfortunately you need an engineer visit to fix it. If they don't fix it at the next visit, post back and we'll see if the mods can help.

Is there any noise on the line with a quiet line test 17070, preferably done with a corded phone.

Can you post your hub stats Advanced settings > Technical log > information

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

AnotherJames — Wed, 14 Jul 2021 16:57:27 GMT

Hi licquorice (Distinguished Sage), very nice of you to reply.

Info below, I don't have a land line phone to test line as I chose the IP phone option as part of package and old one was broken, there is only one socket on this line for the internet only with a master socket 5C open reach mk4 on it changed at the visit before last.

Product code:Smart Hub 2

Serial number:+091298+1852007935

Firmware version:v0.27.06.04290-BT

Firmware updated:Mon Jul 12 12:07:56 2021

Board version:R01

GUI version:1.74 12_11_2020

DSL uptime:0 days,00 Hours38 Mins16 Secs

Data rate:12.76 Mbps / 55.289 Mbps

Maximum data rate:14.003 Mbps / 69.004 Mbps

Full Fibre (FTTP) Mode:Off

Noise margin:6.0 / 6.2

Line attenuation:9.1 / 18.6

Signal attenuation:9.1 / 20.3

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:163.3 MB Uploaded / 218.1 MB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-CRA238

2.4 GHz wireless channel:Smart (Channel11)

5 GHz wireless network name:BT-CRA238

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:44:FE:3B:F8:F3:90

Software variant:-

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

licquorice — Wed, 14 Jul 2021 17:06:40 GMT

I have moved you to the correct board as you have Fibre broadband rather than standard ADSL broadband. With an analogue line broadband problems can often be identified by a noisy line but if you have Digital Voice it isn't possible.

Your line speed has been reduced by DLM due to the line drops. I'm afraid its a case of waiting for the engineer to fix the fault.

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

AnotherJames — Wed, 14 Jul 2021 17:20:39 GMT

Many thanks Liquorice, sorry my misunderstanding of types of connection. I don't mind too much about speeds slowing down as that will fix itself if I can just get a stable connection as some days or times of day I just can't work. It's constant rebooting. I have another line into the house but they said that one was dodgy at the time this system was set up. I will try and source a phone to do the line test. Thanks for the help. Do you think if I delete the disks off the hub and then try to set them up again they might start connecting? Next engineer coming is for the inside but I really want to carry on chasing the line repair. Apparently one fault has to be open at a time so I have to wait for the home engineer first.

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

pippincp — Wed, 14 Jul 2021 17:30:40 GMT

The Home engineer will try to fix the disc problem for you. They will do nothing else, only Openreach engineers can work on your line.

Begs the question why an Openreach engineer saying "He said to not bother complaining as no BT engineer would be able to fix it." BT don't have engineers.

Home engineers are contracted by BT from Qube.

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

AnotherJames — Wed, 14 Jul 2021 17:39:18 GMT

Hi Liquorice yes he was open reach he told me to text him if hub didn't fix fault. It was me saying BT

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

RobbieMac — Wed, 14 Jul 2021 17:51:19 GMT

Hi @AnotherJames

Welcome to the BT Community and thanks for your post!

I'm sorry for the connection problems you're having with your broadband and for the length of time this has been going on. I can definitely understand why you're frustrated as I would feel the same.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

DanielS — Sun, 18 Jul 2021 10:35:43 GMT

Hi James,

I can see that you've been in touch since you originally messaged us here. I am sorry that we haven't been able to get back to you sooner.

Reading over your notes, on your account, it appears that the connection is stable. I did notice that your profile fluctuates which can happen on aluminum lines. I can arrange for the profile to be reset without the need of an engineer but if the profile continually gets put back to up to 55 Mbps down then it may mean that your line physically can't support it. Only an engineer can give us the last say on that though.

On the 15th, an adviser left a note that you were happy with your wireless connection again. Is everything working ok for you?

Thanks

DanielS

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

AnotherJames — Sun, 18 Jul 2021 11:23:56 GMT

Hi Daniel

I think there is more to it than fluctuations but kind of given up. We have had intermittent service on Friday morning as every single day, no service for most of Friday night and all of Saturday. No tv nothing, just Freeview. Router just flashing purple. Couldn’t even log in. This morning it is running at this second in time but who knows for how long. We have no wifi disks at all I have one Ethernet cable across the hall to the living room and 10 meters of cable running up the stairs so my son can connect for his office (when the internet works)

My problem is being marked as closed and that I am satisfied but they are unresolved. Internet speed when it works is down to below 40 but as I explain, and I ring every day it’s not the speed I’m getting but the fact it is 0 for a lot of the time.

I have two complaints no internet and no wifi disks internally. BT even have offered the always on internet product with sim card back up but I had to pay extra so haven’t taken it. Multiple people have adjusted my router, reset parameters and told me I just need to wait but they have not worked so far.

Grateful for any help you can do from there.

kind regards

james

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

AnotherJames — Sun, 18 Jul 2021 11:25:50 GMT

Sorry Daniel I’m just a bit stressed up on all things BT obviously you’re trying to help. Worst case really is that everything is working fine tomorrow when engineer comes which is bound to be the case and my luck!

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

DanielS — Sun, 18 Jul 2021 12:22:27 GMT

Thank you @AnotherJames.

I would be stressed if I was in the same situation as you so please don't worry there.

I've been checking and I can't see any engineer for tomorrow on this. I'm going to run a few tests on your line now. I'll be in touch later this afternoon to run over our options. I'll call you on the contact number you gave us.

Thanks

DanielS

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

AnotherJames — Mon, 19 Jul 2021 08:43:24 GMT

Hi Daniel just another note that although Sunday seemed ok while I was in the house, this morning internet has started dropping out and hub rebooting again. Company virtual meetings disrupted again. Speed seems to have been downgraded too, James.

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

AnotherJames — Wed, 21 Jul 2021 08:49:52 GMT

Hi Daniel

Home engineer has been yesterday and sorted disks out and phone. Is engineer coming today. Had at least 6 reboots in the last hour. Dongle arrived and good but hard to share between two of us working so still using that and phone sim.

Many thanks

James

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

DanielS — Wed, 21 Jul 2021 09:16:17 GMT

Hi @AnotherJames,

I'm glad to see the Home engineer arrived yesterday and got that part sorted.

I've checked your fault, with our suppliers, and I can see that there is an engineer still booked for today. They assigned it to an engineer last night. This appears to have been done as they've recognised that there were multiple visits before and they're keen to get this sorted.

Thanks

DanielS

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

AnotherJames — Wed, 21 Jul 2021 09:55:10 GMT

Ok would be perfect if they arrive soon as no internet service at all for last hour

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

AnotherJames — Thu, 22 Jul 2021 08:26:34 GMT

Hi Daniel, just to report no engineer came yesterday. I’m not sure how long I can go on waiting for a solution. Can I cancel my BT contract?
james

Re: In dispair with Broadband and Smart Hub 2 problem for over a month

DanielS — Thu, 22 Jul 2021 09:50:39 GMT

Hi @AnotherJames

I am so sorry to hear that the engineer didn't turn up. I was reading over their notes and the engineer said they left due to a personal emergency. They retained the job for today and made their area manager know what was happening. I really am sorry that you weren't told about this. They should be out with you today but if anything goes wrong, I will look into releasing you from contract if that's what you decide to do.

Thanks

DanielS