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gg30340
Distinguished Sage
Distinguished Sage
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Message 11 of 30

Re: Can't connect to Google sites

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It is so that you can access the stats that I requested in my last message.

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John4647
Aspiring Contributor
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Message 12 of 30

Re: Can't connect to Google sites

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Hello,

 

Sorry, I misunderstood that.

 

I can access the stats but don't understand them.

 

This is the first page:

############################################################

Product name:

BT Hub 6A

Serial number:

+084316+NQ70223539

Firmware version:

SG4B10002244

Firmware updated:

06-May-2017

Board version:

1.0

Gui version:

1.32.0

DSL uptime:

0 Days, 14 Hours 47 Minutes 46 Seconds

Data rate:

7.70 kbps / 46.72 kbps

Maximum data rate:

7747 / 55613

Noise margin:

6.3 / 6.3

Line attenuation:

21.7

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

22 MB Uploaded / 524 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

BTHub6-QFWH

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-QFWH

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A4:08:F5:7F:FE:49

Software variant:

-

Boot loader:

7.33.1

 

########################################################

 

The second page (events log) is saved as a csv file, I am not sure how to add this to the message board.

 

Regards.

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gg30340
Distinguished Sage
Distinguished Sage
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Message 13 of 30

Re: Can't connect to Google sites

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That's all the stats that are needed. The stats are ok so no problem there.

 

Without actually getting hands on I am out of ideas to help other than if you haven't already done it to try a factory reset of the Smarthub by pressing a pin into the recess button on the rear for about 20 seconds. After doing that make sure you turn off Smart set up again.

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John4647
Aspiring Contributor
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Message 14 of 30

Re: Can't connect to Google sites

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Hello,

 

Yes I already tried factory reset (several times).

 

Not sure where to go from here. 

 

The problem must be with the router or the BT Broadband service as all was well with Talktalk. Having tried to converse directly with BT technical via 'chat', I don't think that is an option.

 

Perhaps cancelling my direct debit might make them look at the problem.

 

In any case, many thanks for your efforts to help.

 

Regards

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gg30340
Distinguished Sage
Distinguished Sage
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Message 15 of 30

Re: Can't connect to Google sites

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Do not cancel your direct debit. That will cause you no end of problems.

 

If it is happening on more than one device it is possibly a BT problem or a possible Microsoft problem. Does it happen when you use your mobile device on another network?

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John4647
Aspiring Contributor
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Message 16 of 30

Re: Can't connect to Google sites

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Hello,

 

Not yet had chance to try my Surface on another network.

 

Will do as soon as possible.

 

Regards

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John4647
Aspiring Contributor
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Message 17 of 30

Re: Can't connect to Google sites

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I have tried my Surface on a friend's network (Sky normal, not fibre).

 

It seems to work fine.

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licquorice
Distinguished Sage
Distinguished Sage
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Message 18 of 30

Re: Can't connect to Google sites

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Try changing the DNS servers on your devices to 8.8.8.8 and 8.8.4.4 rather than get automatically from the hub and see if that helps.

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gg30340
Distinguished Sage
Distinguished Sage
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Message 19 of 30

Re: Can't connect to Google sites

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I agree with licquorice about the DNS servers. I could be that BT's parental controls have activated/malfunctioned and are somehow affecting things however I don't see if that was the case how it would only affect Chrome and not Edge.

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John4647
Aspiring Contributor
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Message 20 of 30

Re: Can't connect to Google sites

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I have already tried 8.8.8.8 and 8.8.4.4. but this does not make any difference.

 

I had earlier been in contact with 'Which' computer gurus who advised this.

 

Regards

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