This topic

Smart Hub 2 event log entries

CefnKid_1 — Sat, 01 Jan 2022 19:23:00 GMT

Hi All,

I am new to the community and have joined to try and get some advice on continual intermittent broadband service degradation that I experience. I believe I have Fibre to the cabinet and copper from there to my home. My broadband has been investigated many times by BT/Openreach. At engineer visits things always improve and fore a while service is very good but over a period of weeks speed degrades gradually and drops increase until the become frequent enough for it to greatly hinder my working from home. I was wondering if anyone suffers from the same issues. I have kept many logs and info on the issues as I am becoming very frustrated with the recurring issue to the point where I am seriously contemplating moving to another service after over 30 years with BT.

Additionally i was also wondering if someone can throw a bit of light on an event log entry that has started appearing over the last month or two which I have never seen previously "01 Jan. LTE Modem owl_tx_lte_set_rate_shaper_script command sent"

Any advice on my issue will be greatly appreciated.

Re: Smart Hub 2 event log entries

imjolly — Sat, 01 Jan 2022 19:28:33 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 then in 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

As you are using openreach then unless you move to virgin you will have the same copper connection from the cabinet to your home so problem will just continue just with different ISP

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: Smart Hub 2 event log entries

CefnKid_1 — Sat, 01 Jan 2022 19:52:35 GMT

Hi imjoly, many thanks for the prompt response. The quiet line test has been done many times by Openreach on site and by myself via corded phone and is always quiet. Sorry for the newbie question but are you advising I post my whole event log and the output from https://www.broadbandchecker.btwholesale.com/#/ADSL here ?

Re: Smart Hub 2 event log entries

imjolly — Sat, 01 Jan 2022 20:40:05 GMT

No you have misread the post.

It not the logs I am after is the connection information not the logs

The link has nothing to do with the logs but will show what the estimated speed range is for your connection and can be compared to your connection stats

Re: Smart Hub 2 event log entries

CefnKid_1 — Mon, 03 Jan 2022 10:55:36 GMT

Good Morning ,

Apologies for the delay. Please see info below :-

Product name BT Smart Hub 2
Serial number
Fireware version v0.30.01.08093-BT (Mon Aug 9 20:01:14 2021)
Board version R01
GUI version 1.74 12_11_2020
DSL uptime 0 days 6 Hours 15 Mins 4 Secs
Data rate 6.0 Mbps / 35.0 Mbps
Maximum Data rate 13.3 Mbps / 66.9 Mbps
Noise margin 10.1/11.8
Line attenuation 8.4/16.0
Signal attenuation 8.2/18.4
VLAN id 101
Upstream error control Off
Downstream error control Off
Data sent / received 327.8 MB Uploaded / 2.1 GB Downloaded
Broadband username bthomehub@btbroadband.com
BT Wi-Fi Active
2.4 GHz wireless network name BT-
2.4 GHz wireless channel Smart (Channel1)
5 GHz wireless network name BT-
5 GHz wireless channel Smart (Channel36)
Wireless Security WPA2 (Recommanded)
Wireless mode Mode 1
Firewall On
MAC address
Software variant -
Boot loader 0.1.7-BT (Thu Nov 30 09:45:22 2017)

Telephone Number xxxxxxxx on Exchange XXXXXXXXX is served by Cabinet 19
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback
Threshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in Jumper
High Low High Low
VDSL Range A (Clean) help 74.6 55 19.9 13.4 49 Available Available --
VDSL Range B (Impacted) help 73.2 51.4 19.4 12 44 Available Available --
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process
FTTP on Demand 330 50 -- Available --
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date Left in Jumper
WBC ADSL 2+ Up to 3 -- 1.5 to 5.5 Available --
ADSL Max Up to 1 -- 0.25 to 2 Available --
WBC Fixed Rate 1 -- -- Available --
Fixed Rate 1 -- -- Available --
SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL Availability Date Left in Jumper
WBC SOADSL 2+ Up to 3 -- 1.5 to 5.5 -- --
SOADSL Max Up to 1 -- -- --
SOADSL Fixed Rate Up to 1 -- 0.25 to 2 -- --
Observed Speeds VDSL
Max Observed Downstream Speed 45.8
Max Observed Upstream Speed 9.99
Observed Date 2021-12-27
Other Offerings Availability Date
VDSL Multicast Available
ADSL Multicast Available
Premise Environment Status
Bridge Tap N
VRI N
NTE FacePlate N
Last Test Date 18-12-2021
Exchange Product Restrictions Status
FTTP Priority Exchange N
WLR Withdrawal N
SOADSL Restriction Y

The exchange is not in a current fibre priority programme

WLR is currently available at the exchange

SOADSL is restricted at the exchange

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 31 Oct 2012. The Formal Retirement date for IPstream is from 30 Jun 2014.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

Mildenhall exchange:Only single order products are available and ADSL and ADSL2+ products are not shown as available.However for premises that can only be served by SOADSL, BT will continue to accept ADSL and ADSL2+ orders until SOADSL is available.

Thank you for your interest

Re: Smart Hub 2 event log entries

imjolly — Mon, 03 Jan 2022 11:24:02 GMT

your connection speed from stats is about 50% of attainable and connection time only 6hrs suggesting a line problem. is the hub dropping connection often?

have you tried using the test socket with a filter to eliminate the master face plate and internal wiring from causing a problem?

Re: Smart Hub 2 event log entries

CefnKid_1 — Mon, 03 Jan 2022 12:20:32 GMT

Hi imjolly,

Thanks for the prompt reply. Over the last 18 months to 2 years BT / Openreach have renewed all my kit between the grey metal post across the street ( which is about 200 yards from the green cabinet ) right through to the router. I have to date had at least 3 replacement wall sockets and am on the 3rd replacement router. The cable between the grey metal post and my roof has been replaced plus the box on the roof and everything from there to the phone / router. I fear that your comments regards problematic cables after the cabinet may well be the issue. This was hinted on by the last engineer that attended my home to check my issues. Additionally he commented that this will not be resolved for a long time due the the cost of the work to BT. So my problems will not be resolved in the very near future. What I don't quite understand is why after multiple engineer visits on each occasion they left without fail the service is great speed and drops wise. One engineer did say they changed my ports in the cabinet and things flew for a few weeks again, Yet after the good few weeks things then go down hill on a couple of instances to 3 MB/sec and as much as 50 + DSL Link Downs in a day.

I thank you for your time in trying to assist and advise me it is very much appreciated. It just looks as if until FFTP is available I am on an intermittent good / bad service. I did check with Virgin and their FFTP is currently unavailable in my location. If there are any other suggestions for a workaround out of these problems I am getting I am all ears.

Re: Smart Hub 2 event log entries

Carlusha — Mon, 03 Jan 2022 13:57:22 GMT

@CefnKid_1 Virgin do not sell FTTC or FTTP, offering instead cable internet. This will only be available where there are several hundred homes to take it up.

How is the 4g reception in your area? If up to scratch, you may be able to convince BT that supplying a 4g mini-hub would suffice until Openreach get round to sorting out the local infrastructure.

Our experience with the mini-hub was amazing and comparable, sometimes better, than the FTTC we have at the moment. That mini-hub is now disconnected by BT until such time, hopefully never, our broadband does down or we move home again.

Re: Smart Hub 2 event log entries

CefnKid_1 — Mon, 03 Jan 2022 14:39:16 GMT

Hi Carlusha,

Thanks for that info. I will certainly talk with BT about a 4g mini-hub and see if they can provide one. Perhaps they will agree just to stop me contacting them and raising fault calls. I know I nag them but I dont see why I should be paying a lot of money for a service with so many frequent problems.

Re: Smart Hub 2 event log entries

pippincp — Mon, 03 Jan 2022 16:04:45 GMT

@Carlusha It's best to keep up with the news before making such sweeping statements.

From July 2021. Virgin Media O2 to Upgrade Existing UK Network with Full Fibre

From May 2016 Virgin Media names 10 FTTH communities

Re: Smart Hub 2 event log entries

Carlusha — Mon, 03 Jan 2022 16:36:54 GMT

@pippincpwrote:
@Carlusha It's best to keep up with the news before making such sweeping statements.
From July 2021. Virgin Media O2 to Upgrade Existing UK Network with Full Fibre
From May 2016 Virgin Media names 10 FTTH communities

Thanks, as ever. I do try to keep up with the news but having a really bad experience with Virgin cable 20 years ago, I tend to avoid them and any news about them.

Re: Smart Hub 2 event log entries

CefnKid_1 — Mon, 03 Jan 2022 16:49:04 GMT

Hi pippincp,

I must admit I found the two articles quite confusing as my knowledge of all things ISP , including the jargon, way above my head. Do the articles indicate that a fast reliable internet connection should be available from Virgin in the near future?

Re: Smart Hub 2 event log entries

imjolly — Mon, 03 Jan 2022 17:31:14 GMT

Bt supply the 4g mini hub for use when you have no broadband connection not just a reduction in connection speed. Do you have the Halo add on?

Re: Smart Hub 2 event log entries

CefnKid_1 — Mon, 03 Jan 2022 17:51:18 GMT

Hi imjolly, I do not have the Halo add on. To be honest its not just reduction in speed that causes me issues. As I now work from home since first lockdown getting 30 drops and upwards on some days causes me big problems when dealing with customers and work colleagues . Totally frustrating. I did contemplate the Halo option involving EE but was informed this suffers from outages between switchovers.

Re: Smart Hub 2 event log entries

pippincp — Mon, 03 Jan 2022 22:01:32 GMT

All VM new network builds are now FTTP. The existing network is being overbuilt with FTTP though this will take a while.