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evanowen
Contributor
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Message 1 of 27

Connection dropping for over a year I'm fed up now

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Hi, I bought a Smart Hub because my HH5 kept dropping the connection, over the years I have collected a fair number of hubs when someone in India decides the problem is with my hub so they send me another, and another...

 

Well the HH6 isn't any smarter, most days the connection slows up then disconnects, I have to reset the hub each time or I will end up being off for hours while the hub messes around. I must have spent hundreds of hours on the phone, well it feels like it anyway. Line test after line test, yesterday I was told to put my HH5 back on because they have had reports of faulty HH6 'Smart Hubs', it seems I have a 100% fault rate on these to date.

 

The online fault trackers always tells me it is a BT Retail Server problem, it seems to be a common issue on these forums.

 

I have been with BT since it was 56K, it used to be fairly good but these days we can be watching Amazon Prime and PHUT!!!, off it goes, disconnect Fire TV, run upstairs and reset the hub, try everything at once because trying individul solutions takes ages.

 

I'm truly fed up now... 

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evanowen
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Message 2 of 27

Re: Connection dropping for over a year I'm fed up now

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No responses from BT?

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evanowen
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Message 3 of 27

Re: Connection dropping for over a year I'm fed up now

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Must be the end of broadband as we know it....

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john46
Distinguished Sage
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Message 4 of 27

Re: Connection dropping for over a year I'm fed up now

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This is a customer to customer self help forum posts made here do not go to BT although the forum is moderated by BT not every post is read as and when one of the community members reads your post and can assit you you will just have to wait
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evanowen
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Message 5 of 27

Re: Connection dropping for over a year I'm fed up now

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Sorry

 

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john46
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Message 6 of 27

Re: Connection dropping for over a year I'm fed up now

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if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/
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evanowen
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Message 7 of 27

Re: Connection dropping for over a year I'm fed up now

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evanowen
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Message 8 of 27

Re: Connection dropping for over a year I'm fed up now

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evanowen
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Message 9 of 27

Re: Connection dropping for over a year I'm fed up now

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john46
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Message 10 of 27

Re: Connection dropping for over a year I'm fed up now

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your hub stats do not suggest problems with multiple disconnections if it was the hub disconnecting multiple times then the DLM would have reduced your speed by changing the noise margin is it wireless that is dropping what happens with any devices connecting using an ethernet cables
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