Please post the results from this form, after editing out your phone number.
Also please post the connection information from your home hub 5.
You can get your connection statistics from the home hub by going into the hub manager.
Troubleshooting > Helpdesk.
Actually I have had enough of bt's terrible customer service. I eventually spoke to someone in the UK to cancel my account. She confirmed that I had been mis-sold the product. I have moved to plusnet. I will probably get the same speed but am only paying half the price and will never have the frustration of dealing with bt again. Hurray
hope you don't get stung with high cancellation fees