cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Newbie
556 Views
Message 1 of 17

Broadband speed and connection issues

Hello,

I am getting constant drops in speed and connection problems. I have 2 wifi's set up on the different frequencies. I have loads of screenshots of speed tests that failed or show that the speed test can't start. I have used the speed test from Google mostly but when I use the BT one it mostly says everything is fine, no faults and a speed that I have never ever got, 16mbps but usually around 9-10mbps but I have a screenshot of when even the BT test failed.

I never had this problem with Sky Broadband which is strange as I assume the difference is the router is different, BT Home Hub 4.

 

Has anyone actually got anywhere with BT when phoning them about these issues as they online checker will come back fine as it always most does and they will say it is fine!

Thanks.

 

0 Ratings
Reply
16 REPLIES 16
Highlighted
Distinguished Sage
Distinguished Sage
551 Views
Message 2 of 17

Re: Broadband speed and connection issues

@slarge 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

Do you still get disconnection on devices which are connected to the home hub using an Ethernet connection?

 

0 Ratings
Reply
Highlighted
Newbie
543 Views
Message 3 of 17

Re: Broadband speed and connection issues

I'll try that now.

I was watching Netflix on a PS3 which is wired into the Hub and there was a lot of buffering.

0 Ratings
Reply
Highlighted
Newbie
536 Views
Message 4 of 17

Re: Broadband speed and connection issues

@Keith_Beddoe 

I can't hear anything between announcements. Is it worth doing that next time I'm having problems? It's been dropping out the few days but seems ok today but then I'm the only person using the broadband in the house at the moment.

0 Ratings
Reply
Highlighted
Distinguished Sage
Distinguished Sage
533 Views
Message 5 of 17

Re: Broadband speed and connection issues

Its possibly an intermittent noise fault, as that will cause errors and speed drop, and also disconnections.

You should be able to see those disconnections by looking at the home hub connection information.

Here is a general help guide https://community.bt.com/t5/Announcements-Guides-Community/Broadband-Top-Tips-to-get-help-on-the-for...

0 Ratings
Reply
Highlighted
Newbie
513 Views
Message 6 of 17

Re: Broadband speed and connection issues


Information for Helpdesk agents
When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request

1. Product Name: HomeHub4
3. Firmware version: v0.07.06.11237-BT (Type B) Last updated 31/7/2019
4. Board version: 01B
5. DSL uptime: 1 days, 17:29:33
6. Data Rate: 828 / 18874
7. Maximum Data Rate: 1552 / 20780
8. Noise Margin: 10.6 / 3.1
9. Line Attenuation: 7.9 / 12.5
10. Signal Attenuation: 0.0 / 17.4
11. Data sent/received: 4.3 GB / 8.7 GB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
15. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 300 Mb/s))
16. 2.4GHz wireless security: WPA & WPA2 (Recommended)
17. 2.4GHz wireless channel: Automatic (Smart Wireless)
19. 5GHz wireless connections: Enabled (802.11 n (up to 300 Mb/s))
20. 5GHz wireless security: WPA2 Only
21. 5GHz wireless channel: Automatic (Smart Wireless)
22. Firewall: Default
24. VPI/VCI: 0/38
25. Modulation: G.992.5(ADSL2+)
26. Latency type: Interleaved
27. Software variant: -
28. Boot loader: 0.5.0-BT (Wed Nov 12 11:47:59 2014)

0 Ratings
Reply
Highlighted
Distinguished Sage
Distinguished Sage
509 Views
Message 7 of 17

Re: Broadband speed and connection issues

I see there have been no disconnections for over a day.

DSL uptime: 1 days, 17:29:33

Did you disconnect or restart the home hub before then, as I would expect the uptime to be much longer than that?

0 Ratings
Reply
Highlighted
Newbie
501 Views
Message 8 of 17

Re: Broadband speed and connection issues

Restart. I tried to switch back to my old router but it didn't work as I suspect they is some sort of check BT side on the router being used? I can't remember the error but something about service provider.

0 Ratings
Reply
Highlighted
Distinguished Sage
Distinguished Sage
497 Views
Message 9 of 17

Re: Broadband speed and connection issues


@slarge wrote:

Restart. I tried to switch back to my old router but it didn't work as I suspect they is some sort of check BT side on the router being used? I can't remember the error but something about service provider.


It would not work with a router from another ISP, but it should work with a BT Home hub.

0 Ratings
Reply
Highlighted
Newbie
494 Views
Message 10 of 17

Re: Broadband speed and connection issues

I suspected that but thought I would try as it was terrible and unusable.

0 Ratings
Reply