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Message 1 of 10

Broadband connection performance and upgrade order.

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Tue 16 Jun 2020: Ordered Broadband Full Fibre 100. Downstream sync speed: 5.20 Mbps.
Wed 22 Jul 2020: Smart Hub 2 installed with downstream sync speed: 5.8 Mbps.
Engineer visited and explained how difficult my upgrade would be because the cable had to cross a 'national speed limit' road. (duplicating the current twisted pair installation)
Broadband connection started dropping @ 39 minutes past the hour every few hours for ≈ 20 seconds each time.
Thu 13 Aug 2020: Another engineer visited and again explained the difficulty in crossing the road due to unavailability of lift platform.
Broadband order has not been updated since. The dropouts are continuing and the downstream sync speed has decreased to 2.887 Mbps.
I continue to pay £60.99/month for Fibre 2 and Calls Line Rental Plus.

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Message 2 of 10

Re: Broadband connection performance and upgrade order.

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Hi @russellmiddleton 

Thanks for your post and welcome back!

I'm sorry that you're seeing slow broadband speeds after your upgrade has completed.  Are you any further forward since posting this?

If you're still having problems reply back and we can give you a hand with this from here.

Cheers,

Robbie

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Message 3 of 10

Re: Broadband connection performance and upgrade order.

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Smart Hub 2 current 18/08/2020 16:21:48 status.

Connection status: Connected

Connection type: Fibre Broadband (VDSL)

Firmware version: v0.17.01.12312-BT
Firmware updated: 23-Jul-2020

Downstream sync speed: 2.887 Mbps

Upstream sync speed: 463 Kbps

Network uptime: 6 Days, 11 Hours 49 Minutes

System uptime: 11 Days, 04 Hours 45 Minutes

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Message 4 of 10

Re: Broadband connection performance and upgrade order.

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minimum guaranteed speed of 4Mbpsminimum guaranteed speed of 4Mbps

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Message 5 of 10

Re: Broadband connection performance and upgrade order.

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23/08/2020 06:53:52
Smart Hub 2 Manager
This is a list of your BT Smart Hub settings and current statistics.
Product code:Smart Hub 2
Serial number:+091300+2017002707
Firmware version:v0.17.01.12312-BT
Firmware updated:Thu Jul 23 01:22:03 2020
Board version:R01
GUI version:1.56 15_02_2019
DSL uptime:11 days,02 Hours23 Mins13 Secs
Data rate:463 Kbps / 2.887 Mbps
Maximum data rate:479 Kbps / 10.142 Mbps
Noise margin:8.0 / 19.6
Line attenuation:19.6 / 30.7
Signal attenuation:14.7 / 35.2
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:2.7 GB Uploaded / 22.3 GB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:BT-T2AHJX
2.4 GHz wireless channel:Smart (Channel6)
5 GHz wireless network name:BT-T2AHJX
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On
MAC address:CC:D4:2E:CE:37:A5
Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

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Message 6 of 10

Re: Broadband connection performance and upgrade order.

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20200823_broadband_availability_checker.jpg

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Message 7 of 10

Re: Broadband connection performance and upgrade order.

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Hi @russellmiddleton,

Thanks for getting back to us, I'm sorry that your connection is still running slow and dropping out.

I've sent you a Private Message with details on how you can get in contact with the mod team so that we can take a look into this for you.

Thanks

Matt

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Message 8 of 10

Re: Broadband connection performance and upgrade order.

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Connection speed improved overnight. Dropouts when synching files with BT Cloud still happening.

24/08/2020 08:01:22
This is a list of your BT Smart Hub settings and current statistics.
Product code:Smart Hub 2
Serial number:+091300+2017002707
Firmware version:v0.17.01.12312-BT
Firmware updated:Thu Jul 23 01:22:03 2020
Board version:R01
GUI version:1.56 15_02_2019
DSL uptime:0 days,04 Hours26 Mins06 Secs
Data rate:463 Kbps / 5.199 Mbps
Maximum data rate:477 Kbps / 10.507 Mbps
Noise margin:7.9 / 12.4
Line attenuation:19.7 / 30.6
Signal attenuation:14.8 / 35.1
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:47.8 MB Uploaded / 225.7 MB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:BT-T2AHJX
2.4 GHz wireless channel:Smart (Channel6)
5 GHz wireless network name:BT-T2AHJX
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On
MAC address:CC:D4:2E:CE:37:A5
Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

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Message 9 of 10

Re: Broadband connection performance and upgrade order.

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Hi @russellmiddleton 

Thank for posting back.

I can see that you've sent us your details now.  As soon as you reach the top of our email queue one of the guys will get back in touch to give you a hand with this.

Cheers,

Robbie

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Message 10 of 10

Re: Broadband connection performance and upgrade order.

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Fibre 2 High-speed fibre broadband installation complete. DOWNLOAD has gone up from 4.67 Mbps to 67.20 Mbps. UPLOAD has gone up from 0.43 Mbps to 31.85 Mbps. And the random connection drops for ≈ 20 seconds at 39 minutes past the hour appear to have gone as well. Thank you.

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