Fault on Line? Syncing at 7mb instead of 40mb

[bentleyboo]

My hub will only sync at 7mb down and 12mb up. When I try and run the fault website it stops at 99%. Would is best to contact about this?

Thanks!

[imjolly]

Have. You checked you have a dial tone?  If so dial 17070 option 2 should be silent and best with corded phone 

can you post hub stats. If hh6 go to advanced settings then technical log information 

[bentleyboo]

Sadly we don’t use the landline ever and don’t have access to a phone to test this. 

Info from HH6 below:

Product name:

BT Hub 6A

Serial number:

+084316+NQ71690714

Firmware version:

SG4B1000E01E

Firmware updated:

27-Aug-2019

Board version:

1.0

Gui version:

1.105.0

DSL uptime:

0 Days, 1 Hours 15 Minutes 16 Seconds

Data rate:

10.00 Mbps / 6.91 Mbps

Maximum data rate:

12657 / 8380

Noise margin:

8.7 dB / 7.4 dB

Line attenuation:

23.8 dB

Signal attenuation:

0 dB / 23.8 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

37 MB Uploaded / 433 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

2.4 GHz wireless channel:

Channel 1

5 GHz wireless network name:

5 GHz wireless channel:

Channel 36

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

F4:6B:EF:2B:8E:FD

Software variant:

-

Boot loader:

Thanks

[pippincp]

Its a pity you don't have a phone as it looks like a possible phone line fault. I'd guess at only one wire connected but as you cannot confirm the problem you'll have to take the longer broadband fault report loop.

[bentleyboo]

Thanks for the reply. How do I start that process? 

I will try and source a phone. 

[Keith_Beddoe]

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@bentleyboo wrote:

Thanks for the reply. How do I start that process? 

I will try and source a phone. 

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If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

[bentleyboo]

Found a phone in the garage and there is no issue with the phone line....

When I try the fault finder on BT it freezes at 99% every time.