Connection Problems - Smarthub, Wifi, Speed

[gsghali]

Hi,

I have had BT Infinity since April 2017 (initially on the 52mb package when I was getting around 50mb connection), but then received the speed boost in November 2017 (78mb connection).

Since the 7th January 2018 I have had an intermittent connection where the router would suddenly lose internet connection. I then had 2 engineers out who confirmed it was not my wiring. After being sent a new hub, the problem persisted and they realised there was noise on the line.

Now, the problem is still persisting

- Losing internet connection about 10 times per day

- Wireless devices (phone, iPad) losing wireless connection randomly

- Speed down to just 40mbps

How can I fix this?

Connection status:

Connected

BT Broadband /

BT Infinity /

BT Infinity 3 and 4 :

BT Infinity

 Firmware version:

SG4B1000B316

 Firmware updated:

16-Jan-2018

 Serial number:

+084316+NQ74456897

 Downstream sync speed:

44.00 Mbps

 Upstream sync speed:

8.50 Mbps

 Network uptime:

0 Days, 0 Hours 45 Minutes

 System uptime:

1 Days, 21 Hours 57 Minutes

 BT Wi-fi status:

Active

Product name:

BT Hub 6A

Serial number:

+084316+NQ74456897

Firmware version:

SG4B1000B316

Firmware updated:

16-Jan-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 0 Hours 46 Minutes 44 Seconds

Data rate:

8.50 Mbps / 44.00 Mbps

Maximum data rate:

35938 / 98300

Noise margin:

25 dB / 20.9 dB

Line attenuation:

9.3 dB

Signal attenuation:

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

36870 MB Uploaded / 45095 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-TS7R

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-TS7R

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A0:39:EE:69:DC:23

Software variant:

-

Boot loader:

9.2.0

[pippincp]

Is there still noise on your ine? Until the noise issue is resolved your internet will be affected.

Ring 17070 option 2. The line should be silent between announcements. Any noise report a line fault on 151, don't mention broadband. Best done with corded phone.

[gsghali]

I thought the noise issue had been corrected, but trying 17070, I could hear a crackle again.

I will ring them again.

[gsghali]

Reported the fault on Tuesday still not fixed. BT don’t seem to want to push Openresch to fix it.

For the 2 minutes the internet works, I’ve noticed that the line attenuation has shot up from 9db to about 30db. Is that normal or just a symptom of the fault.

[NeilO]

@gsghali No it's not normal for the attenuation to fluctuate that much.  Has an appointment been booked with the faults helpdesk for an engineer visit?

[gsghali]

The fault is at the exchange so no engineer visit planned.

I’m slowly losing patience as this has not been working properly since the 7th January.

A call to customer service today confirmed no engineer is yet assigned even though it was supposed to be resolved by now.

Is there any way to get things moving further?

[NeilO]

@gsghali Sorry about that, nothing is likely to happen over the weekend but if you use the 'click here to contact the mods' link in my forum profile to send in your details we'll be happy to chase this up with Openreach. You can find the link by clicking on my username.

Thanks

Neil

[gsghali]

@JohnC2 The line was finally fixed yesterday and things seem to be back on track. 

Do these stats look OK? 

Product name:
BT Hub 6A
Serial number:
+084316+NQ74456897
Firmware version:
SG4B1000B522
Firmware updated:
26-Jan-2018
Board version:
1.0
Gui version:
1.64.0
DSL uptime:
0 Days, 22 Hours 16 Minutes 54 Seconds
Data rate:
20.00 Mbps / 79.44 Mbps
Maximum data rate:
33335 / 97469
Noise margin:
15.3 dB / 6.6 dB
Line attenuation:
8.8 dB
Signal attenuation:
VPI / VCI:
0/38
Modulation:
G_993_2_ANNEX_B
Latency type:
Fast Path
Data sent / received:
165 MB Uploaded / 741 MB Downloaded
Broadband username:
bthomehub@btbroadband.com
BT Wi-fi:
Active
2.4 GHz wireless network name:
BTHub6-TS7R
2.4 GHz wireless channel:
Smart (Channel 1)
5 GHz wireless network name:
BTHub6-TS7R
5 GHz wireless channel:
Smart (Channel 36)
Wireless security:
WPA2 (Recommended)
Wireless mode:
Mode 1
Firewall:
On
MAC address:
A0:39:EE:69:DC:23
Software variant:
-

[pippincp]

Those stats are fine.