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RaeDae
Beginner

on ‎18-06-2020 18h52

684 Views
Message 1 of 2

Fibre 1 - new modem/hub?

Hello

I "upgraded"  to Fibre 1 in January and my account says this is what I have. I didn't have an engineer visit, didn't receive a new hub or have to do anything, and didn't notice any changes. Was I ever upgraded?

Now I have a connection which constantly drops or freezes. it's the same whatever device i use, so it's not the device's fault. BT diagnostic tool says there's not a problem

I've spent two hours on hold to BT helpdesk and haven,t got past the recorded "thank you for holding" message. Getting desperate ....

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imjolly
Distinguished Sage
Distinguished Sage

on ‎18-06-2020 18h56

681 Views
Message 2 of 2

Re: Fibre 1 - new modem/hub?

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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