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nk71
Beginner

on ‎18-06-2020 19h37

1,818 Views
Message 1 of 20

Fault reporting

Hi,

Firstly - Am currently on hold trying to report a fault for the 2nd time - been on hold for 100mins!!! - disgusted doesn't quite cover it. Engineer visited us on Tuesday to investigate slow speeds that we were experiencing at home through both hard wired connections and wifi (under 3mb when I reported fault). Plugged his kit in and did his tests - "you're getting 20mb to your router" (never get more than 15mb anyway) . He diagnosed faulty router, new one arrived today and speed is even worse - under 1mb. Router is showing just over 17mb downstream sync speed but i'm only experiencing sub 1mb to my laptop via the cable with laptop's wifi turned off. How the hell am i supposed to get this sorted when no one is answering the phones.

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19 REPLIES 19
imjolly
Distinguished Sage
Distinguished Sage

on ‎18-06-2020 19h40

1,815 Views
Message 2 of 20

Re: Fault reporting

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

 

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem



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gg30340
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Distinguished Sage

on ‎18-06-2020 19h41

1,815 Views
Message 3 of 20

Re: Fault reporting

Have you considered there could be a problem with your laptop's network card? Have you tested with a different device using the Ethernet connection.

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nk71
Beginner

on ‎18-06-2020 19h45

1,810 Views
Message 4 of 20

Re: Fault reporting

3 different laptops, smart tv's, mobile phones all affected
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gg30340
Distinguished Sage
Distinguished Sage

on ‎18-06-2020 19h47

1,807 Views
Message 5 of 20

Re: Fault reporting

If you have not already done this make sure you turn off "smart setup" on the BT hub.

See link how to do that.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/what-is-smart-setup-on-the-bt-hub%3F-how-can-...


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nk71
Beginner

on ‎18-06-2020 19h49

1,795 Views
Message 6 of 20

Re: Fault reporting

Capture bt.JPGCapture BT2.JPG

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nk71
Beginner

on ‎18-06-2020 19h52

1,793 Views
Message 7 of 20

Re: Fault reporting

If I reboot the router speed shoots up to around 15mb (which is good for here) but then drops off very soon after.

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gg30340
Distinguished Sage
Distinguished Sage

‎18-06-2020 19h54 - edited ‎18-06-2020 19h54

1,789 Views
Message 8 of 20

Re: Fault reporting

Have you turned off smart set up?

EDIT: Posts crossed.

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nk71
Beginner

on ‎18-06-2020 19h54

1,789 Views
Message 9 of 20

Re: Fault reporting

smart setup is off
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nk71
Beginner

on ‎18-06-2020 19h55

1,784 Views
Message 10 of 20

Re: Fault reporting

It's as if the second any "load" is put on the line it drops off

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