This topic

How do I contact BT with fault?

TessTickles — Wed, 24 Aug 2022 16:19:38 GMT

I have fibre 900/110 but my upload is coming out at 20Mbps.

I cant seem to find anywhere to register a fault, the website just goes around in circles...

I have a Smarthub 2

thanks

Re: How do I contact BT with fault?

licquorice — Wed, 24 Aug 2022 16:19:57 GMT

0800 800 150

Is that using Wifi or an Ethernet connection? If Wifi you need to test using an Ethernet connection.

Re: How do I contact BT with fault?

TessTickles — Wed, 24 Aug 2022 18:18:51 GMT

Ethernet (wired) - I don't use wifi at all.

Re: How do I contact BT with fault?

imjolly — Wed, 24 Aug 2022 18:58:30 GMT

What speed do you get if you try fast.com

Re: How do I contact BT with fault?

TessTickles — Wed, 24 Aug 2022 19:20:00 GMT

Speed

Re: How do I contact BT with fault?

licquorice — Wed, 24 Aug 2022 19:33:03 GMT

Try a factory reset of the hub.

Re: How do I contact BT with fault?

TessTickles — Thu, 25 Aug 2022 09:36:29 GMT

It says I am connected 1000Mbps up and down, but not getting the upload speed.

Re: How do I contact BT with fault?

TessTickles — Thu, 25 Aug 2022 09:39:31 GMT

Also... I was checking to see what firmware the smarthub is on. It seems the lastest is

Firmware v0.33.00.12274-BT

But mine is a 0.15.00.06145

Re: How do I contact BT with fault?

licquorice — Thu, 25 Aug 2022 11:06:24 GMT

The hub will always report 1000Mbps, that is the speed of the link between the ONT and the hub.

That is very old firmware, your hub should have updated to the latest version.

Are you leaving the hub switched on 24/7, it is unlikely to update unless you do.

Re: How do I contact BT with fault?

TessTickles — Thu, 25 Aug 2022 11:25:51 GMT

I havent used the hub in a year or so.

Is there a way of forcing it to update?

thanks

PS what is ONT?

Re: How do I contact BT with fault?

imjolly — Thu, 25 Aug 2022 11:29:13 GMT

according to your stats you are connected to a BT smart hub which is connected to an ONT - small white box

you cannot update hub firmware manually as does it automatically

Re: How do I contact BT with fault?

licquorice — Thu, 25 Aug 2022 11:32:44 GMT

That's why it hasn't updated, you need to leave it connected, you can't force an update.

ONT is the optical modem that your hub connects to.

PS any chance of changing your avatar, it's totally distracting

Re: How do I contact BT with fault?

TessTickles — Thu, 25 Aug 2022 11:37:44 GMT

Is that better? 🤣

Re: How do I contact BT with fault?

licquorice — Thu, 25 Aug 2022 11:40:19 GMT

No, it's worse 😱

Re: How do I contact BT with fault?

TessTickles — Thu, 25 Aug 2022 13:02:31 GMT

How about now?

Re: How do I contact BT with fault?

TessTickles — Fri, 26 Aug 2022 09:51:50 GMT

It's not updating - still on old firmware ☹️

Re: How do I contact BT with fault?

imjolly — Fri, 26 Aug 2022 09:59:47 GMT

there is no set timescale for your hub firmware to update. you just need to leave hub powered up connected to the internet. normally happens overnight but could be tonight, next week or next month

Re: How do I contact BT with fault?

TessTickles — Fri, 26 Aug 2022 10:13:19 GMT

Well I need to contact BT anyway then... I think they guarentee speeds and i get money back if they aren't the minmum of quoted.

https://www.bt.com/help/broadband/what-is-bt-s-stay-fast-guarantee-

Re: How do I contact BT with fault?

imjolly — Fri, 26 Aug 2022 10:44:43 GMT

Bear in mind the guaranteed speeds are connection speeds to the hub not connection or download speeds at any device

Re: How do I contact BT with fault?

TessTickles — Fri, 26 Aug 2022 13:03:53 GMT

Definitely something wrong - BT couldn't even query the router properly, with error message "unrecognised equipment" or words to that effect. He said thats why it's not updating.

BT engineer coming out next week.

thanks for all the replies