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Aspiring Contributor
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Message 1 of 9

Continuation of BT Home Hub 6 keeps dropping out.

Same issues as before - see previous posts.

 

Even with Home Hub 6 - connection keeps dropping out and disconnecting at random times during the day. Very frustrating as we've had 2 techicians and 1 (very helpful) support worker. Can this be looked into please?

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Moderator
Moderator
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Message 2 of 9

Re: Continuation of BT Home Hub 6 keeps dropping out.

Hi @Flareon93 Sorry you are still experiencing drops in your connection since the last fault.

 

I take it the line is still silent on the 17070 check for noise.

 

As you now have a Smart Hub (hub 6)  please go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/

 

Cheers

John

 

 

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Aspiring Contributor
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Message 3 of 9

Re: Continuation of BT Home Hub 6 keeps dropping out.

This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+084319+NQ71107691

Firmware version:

SG4B1000B316

Firmware updated:

29-Jul-2017

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 1 Hours 6 Minutes 15 Seconds

Data rate:

448 Kbps / 6.11 Mbps

Maximum data rate:

1236 / 7108

Noise margin:

25 dB / 7.7 dB

Line attenuation:

45.5 dB

Signal attenuation:

29.5 dB / 45.5 dB

VPI / VCI:

0/38

Modulation:

G_992_1_ANNEX_A

Latency type:

Fast Path

Data sent / received:

45086 MB Uploaded / 46255 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-PG2Q

2.4 GHz wireless channel:

Smart (Channel 6)

5 GHz wireless network name:

BTHub6-PG2Q

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A0:8E:78:15:06:F3

Software variant:

-

Boot loader:

7.33.1

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Moderator
Moderator
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Message 4 of 9

Re: Continuation of BT Home Hub 6 keeps dropping out.

Hi @Flareon93 Thanks for posting that information.

 

We will be happy to have another look at your connection if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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Moderator
Moderator
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Message 5 of 9

Re: Continuation of BT Home Hub 6 keeps dropping out.

Hi @Flareon93,

 

Thanks for taking my call this morning. As discussed, I've added interleaving to try and stabilise the connection. You should see a change over the next few days. I'll be in touch on Monday to follow up.

 

Cheers

 

David

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Moderator
Moderator
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Message 6 of 9

Re: Continuation of BT Home Hub 6 keeps dropping out.

Hi @Flareon93,

 

I tried calling today, sorry I missed you. I've received the engineer report which confirms a REIN issue which has been referred for investigation. I'll be in touch as soon as I have any further updates for you.

 

Cheers

 

David

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Moderator
Moderator
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Message 7 of 9

Re: Continuation of BT Home Hub 6 keeps dropping out.

Hi @Flareon93,

 

Just a quick line. I'm still chasing this and as soon as I have anything I'll be in touch.

 

Cheers

 

David

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Aspiring Contributor
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Message 8 of 9

Re: Continuation of BT Home Hub 6 keeps dropping out.

Thanks! Smiley Happy

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Aspiring Contributor
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Message 9 of 9

Re: Continuation of BT Home Hub 6 keeps dropping out.

Hello. 

 

Now that we established that there is nothing we can do with our situation due to the RAINN (sp?) situation, it seems ONCE AGAIN that our speed was being looked after at a nice steady pace by technicians but once again the speeds have dropped back down to below 1.0 if we're lucky and our internet keeps dropping out to orange again for long periods.

 

Now that we know we can't do anything to fix our issues, can we least be monitered to have a decent speed like you have done in the past after each time I have repored a issue, it is very frustrating when we have people working from home.

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