Showing results for 
Search instead for 
Do you mean 
Reply
Highlighted
Community Manager
Posts: 3,092
Registered: ‎27-01-2010

Broadband - Top Tips to get help on the forum

[ Edited ]

Hi,

 

Welcome to the forum.  If you have found our community because you are having problems with your broadband service, then there are a few bits of information that you can post, which will help other forum members get to the bottom of the issue.  Here is some guidance on the type of info to post and how to get to this info;

 

Run a Speed test and post the results
Visit BT Wholesale Broadband Performance Test pop your telephone number in and run the test. Once the initial test completes you will see an option at the bottom of the screen for 'Further Diagnostics' click this to run the full test.  Once the result is displayed, copy this into your post.

 

Quiet Line test
A faulty phone line will have a negative impact on your broadband connection. To help rule out any issue with your phone service please run a quiet line test by dialling 17070 from your BT Landline. If using a corded phone then the test should be quiet, if you are using a cordless phone then you may hear a low hum.

 

Router Stats
The information contained within your router management pages can really help others diagnose technical issues. To post these stats, open up a web browser and type 192.168.1.254 or BThomehub.home. Navigate to the 'Troubleshooting' Tab and then click on 'Helpdesk', you will then need to enter the admin password which can be found on the sticker on the back of BT Home Hub 4 and 5. BT Home hub 3 will have the sticker on the underside of the router.

 

When using a Hub 3, you will see an option at the bottom right hand corner to select 'full details'. click on this, copy the info displayed and post the results. If using a BT Home Hub 4 or 5 navigate to 'Troubleshooting' then to 'Logs'. You will then find two lines which will state 'DSL noise margin' and 'DSL line rate', copy this info and include this in your post.

 

There is a video on our BTCare YouTube channel that will show this process in action, please see, Finding your connection stats on the BT Home Hub 3, 4 and 5.

 

Cheers

Sean

Community ManagerSeanD
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”
Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a Private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thank You