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Message 1 of 4

At a loss

So since April my broadband speed is been up and down, one min it’s 50meg and then 37 and then 29 and 32 it’s all over the place.

this started in April and we have had 7 engineers out, 

1st engineer replacement Socket and phone line 

2nd engineer, noise on the line and fault 

3rd engineer said the issue is at top of the pole (nothing done)

4th engineer, changed wires and cleaned something at the box

5th engineer, Said issue again at pole and he replaced something 

6th engineer, again issue at the pole and he replaced something But said it maybe underground (nothing done about that)

7th engineer, came and he found errors and he said it was a wire that has been twisted and replaced it 

guess what yep it’s still the same, if I do a speed test through the app it says my speeds are not as expected and it says the speed from BT to hub are the issue and then it logs a fault.

nobody can seem to fix this problem or if they do come up with a suggestion nothing is done about it.

bt tell me that it’s us that’s the problem but how can it be us when the engineer is finding errors constantly at the pole and not in the home and the app is saying there are issues from BT to hub

im tired of it now and don’t know what else to do 

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Message 2 of 4

Re: At a loss

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

Wow that is some number of engineer visits

in order for the forum members to help please can you post the stats from your router (if hub enter in your browser) and if  HH5 then go to troubleshooting then helpdesk and if 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


enter your phone number and post results  remember to delete number

Someone may then be able to offer help/assistance/suggestions to your problem

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Message 3 of 4

Re: At a loss

This is a list of your BT Smart Hub settings and current statistics.
Product code:Smart Hub 2


Serial number:+091298+1911006890


Firmware version:v0.21.03.07094-BT


Firmware updated:Mon Oct 12 08:51:36 2020


Board version:R01


GUI version:1.56 15_02_2019


DSL uptime:0 days,20 Hours34 Mins19 Secs


Data rate:10.924 Mbps / 58.078 Mbps


Maximum data rate:10.846 Mbps / 58.210 Mbps


Noise margin:5.8 / 3.1


Line attenuation:8.6 / 19.0


Signal attenuation:8.6 / 23.7


VLAN id:101


Upstream error control:Off


Downstream error control:Off


Data sent / received:723.6 MB Uploaded / 13.0 GB Downloaded




BT Wi-fi:Activated


2.4 GHz wireless network name:BT-HCA2MC


2.4 GHz wireless channel:Smart (Channel11)


5 GHz wireless network name:BT-HCA2MC


5 GHz wireless channel:Smart (Channel36)


Wireless security:WPA2


Wireless mode:Mode 1




MAC address:64:CC:22:34:CB:85


Software variant:-


Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)




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Message 4 of 4

Re: At a loss

Also the quite line test was done yesterday when then engineer came and there was no noise on the line 

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