BT says everything is fine, but can't have conference calls

[rprsousa]

I have recently move from Virgin Media to BT, and I am thinking I am made a huge mistake. Need some advice before I cancel BT as it is not fit for purpose.

There are 3 internet users in my house, working or studying from home, an in many periods throughout the day we will all be on conference calls with our cameras on. We have a smart hub and a complete home wifi, signal is strong around the house.

My download speed is typically 50Mbps connected to the disc, but on conference calls it all suddenly stops working, my camera freezes, other people can't hear me and the internet just stops working although WiFi signal is still strong. After rebooting the hub things get back to normal, but have been doing this 2/3 times a day and everyone needs to stop their calls so we can reboot the hub.

The reason to move from Virgin Media was that their service was not reliable and would go down for days,  but BT doesn't seem to be much better...

BT line tests show all is good, with some "drop outs" (whatever that is) but person on the phone said there was nothing wrong.

[Pilot25dmc]

I am far from an expert.... But do you have the smart wifi channel switching on or are you on a fixed channel that never changes??

I turned mine off after a few days as it constantly changed the wifi channel and would drop the connection whilst doing so.  

I also have the wifi discs (2 of them) and I had to turn one of them off as my devices kept swapping between them all the time and it was killing my wifi speed. 

[Anonymous]

If you haven't already done so, turn off Smart setup and reboot your hub (open a browser, navigate to 192.168.1.254 and (if SH2) Smart Setup is in the bottom row of tiles)

[imjolly]

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

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 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   https://www.broadbandchecker.btwholesale.com/#/ADSL

you need to stop resetting the router otherwise your line will be seen as unstable and the DLM will take action to try and stabilise your line resulting in a drop in connection speed and increase in noise margin

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

[rprsousa]

I need to investigate this, haven't done any of that.

Thank you.

[rprsousa]

This is the Technical log:

Product code:Smart Hub 2

Serial number:+091298+2021008017

Firmware version:v0.17.01.12312-BT

Firmware updated:Sat Aug 8 00:39:54 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:2 days,23 Hours16 Mins51 Secs

Data rate:9.999 Mbps / 55 Mbps

Maximum data rate:23.728 Mbps / 64.542 Mbps

Noise margin:22.1 / 8.3

Line attenuation:9.2 / 13.5

Signal attenuation:9.1 / 16.7

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:5.7 GB Uploaded / 41.2 GB Downloaded

Broadband username: bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:XXXXXXX

2.4 GHz wireless channel:Smart (Channel1)

5 GHz wireless network name:XXXXXX

5 GHz wireless channel:Smart (Channel44)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:18:82:8C:32:2B:6F

Software variant:-

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

[imjolly]

from your stats you are on Fibre 1 with max connection 55/10mb and line has been stable for virtually 3 days - looks good

[rprsousa]

This is the result of the Broadband Availability Checker:

[rprsousa]

Thank you.

Is there anything I should capture when I do have the issue? 

I have just noticed there is also an event log on the SH, would I see any signs of problems in there?