Broadband issues [Full Detail, looking for help]

[Joshuaharry12]

Hello.

So today, i was in a ZOOM video where my randomly my connection started to drop, I had to swap to using my phones mobile data to connect to the call to resume, however after the meeting my collection has dropped altogether.

I have factory reset my BT Home hub 6 to try and resolve this issue however, no luck, I've ran an Agent run an Copper Line test and a VDSL line test and both came back as Passed, however on the hub it is showing a blue light, but when trying to visit sites, I get timeout error, I've tested this on my desktop(hard wired), my MacBook pro(wireless/tested ethernet) and I get the same results, I was told We will be sending you a new BT Home hub to test, I said ok and called ended.

However, after digging around as I knew I had a spare bt home hub 6 that was never opened from the box, I plugged this into my VDSL Cable and got the same issue. So I have phoned again and now book and engineer for a week today.. but I need to be ok the internet to beable to do my work.. As Technical support Engineer i need to be online to beable to supprt end-users with there desktop issues.

When checking my outbound speeds, it is reporting a connection of around 30-40KB/s, when checking on the bt home hub 6 page, it is reporting 

VDSL Download sync 32.5mb/s.

VDSL upload sync 7.54mb/s.

However no sites are loading, I have run a ping test for nearly 2 hours to google which resulted in a 98% packet loss over 7684 were sent but never returned.

Is there anything else I can try on my end, I only have the one Mastersocket 5c in my house, I've tested with the port and with the "Testing port" and still no luck.

EDIT: We have no landline connected to the Line... the Line is only in for the broadband so it can't be a notice issue, I've also had an SNR test ran and passed also.

[imjolly]

Have you turned off smart setup in hub manager as that often causes problem

as you have hh6 which firmware is it on?

[Joshuaharry12]

Hello Imjolly,

Thanks for the prompt response really appreciate it.

The smart setup has been disabled that was step one of troubleshooting.

Below is some information which hopefully is useful?

• Product name:

  BT Hub 6A

• Serial number:

  +084316+NQ64325024

• Firmware version:

  SG4B1000E020

• Firmware updated:

  24-Mar-2020

• Board version:

  1.0

• Gui version:

  1.115.0

DSL uptime:

0 Days, 1 Hour 24 Minutes 21 Seconds

• Data rate:

  7.32 Mbps / 31.49 Mbps

• Maximum data rate:

  7420 / 37991

• Noise margin:

  6.1 dB / 6.4 dB

• Line attenuation:

  33.7 dB

• Signal attenuation:

  33.5 dB / 33.7 dB

• VPI / VCI:

  0/38

• Modulation:

  G_993_2_ANNEX_B

• Latency type:

  Fast Path

• Data sent / received:

  6 MB Uploaded / 17 MB Downloaded

• Broadband username:

  bthomehub@btbroadband.com

• BT Wi-fi:

  Active

• 2.4 GHz wireless network name:

  BTHub6

• 2.4 GHz wireless channel:

  Smart (Channel 6)

• 5 GHz wireless network name:

  BTHub6-5

• 5 GHz wireless channel:

  Smart (Channel 36)

• Wireless security:

  WPA2 (Recommended)

• Wireless mode:

  Mode 1

• Firewall:

  On

• MAC address:

  24:20:C7:45:78:9F

• Software variant:

  -

• Boot loader:

  7.33.1

[imjolly]

If you use search facility for Hh6 firmware you will find customers with same hub and firmware as you are having problems

[Joshuaharry12]

Hello, so looking it appears it has something to do with an error on the firmware or BT's way of pushing every to get the new smart hub 2?

[Joshuaharry12]

just adding to my comment, currently, I'm not able to access the internet at all using my broadband I am having to use my hotspot

[Joshuaharry12]

Hello,

Is there anything I can do as I do not have an internet connection, I'm running on less then 40kb/s a second which is unusable, I can't work from home and am not using my personal data to set up a hotspot. .. Was working fine and then all of a sudden stopped. @imjolly ??

[prasadm]

Hi,

Where are you getting the 40  kbps speed reported from ? Is that using a Wifi connection ?

Not so much of an expert, but something that has helped me in the past , I have noticed on occasion, my HH6 Wifi connections become so slow that it is unusable.  A printer in my network stop working completely. This happened probably about say once in 3 months but rare. However, initially i used to reboot the router from the HH6 menu, but lately I discovered that turning off the Wifi  from the menu , save it and turning it on and save it helps too. Mind you, during this time when I have issue with Wifi, my cabled connections were working well. I am not sure if this is your scenario too