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Message 1 of 4

Help needed with broadband

D6162EA2-96C5-481D-A522-20AE969861A2.png

Ok so this was take just 1 hour after taking the advice of online customer support and factory re-setting my hub.
whilst speaking to them, they assured me there have been no problems at all going to my hub and there has been a stable connection since at least 1st May 2020. This isn’t constant like this but happens for about 15 minutes every hour or so. This test was taken on my phone and I get very similar results on my pc which is connected via Ethernet cable.

clearly there is a problem somewhere but BT are saying everything is fine. Does anyone have any advice on this please

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Message 2 of 4

Re: Help needed with broadband

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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Message 3 of 4

Re: Help needed with broadband

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Product code:Smart Hub 2
 

 

Serial number:+091298+1835013036
 

 

Firmware version:v0.17.01.12301-BT
 

 

Firmware updated:Tue Apr 7 00:19:54 2020
 

 

Board version:R01
 

 

GUI version:1.56 15_02_2019
 

 

DSL uptime:0 days,01 Hours38 Mins28 Secs
 

 

Data rate:4.336 Mbps / 33.013 Mbps
 

 

Maximum data rate:4.336 Mbps / 33.585 Mbps
 

 

Noise margin:6.1 / 3.3
 

 

Line attenuation:11.1 / 25.8
 

 

Signal attenuation:11.1 / 31.7
 

 

VLAN id:101
 

 

Upstream error control:Off
 

 

Downstream error control:Off
 

 

Data sent / received:1.3 GB Uploaded / 1.4 GB Downloaded
 

 

Broadband username:bthomehub@btbroadband.com
 

 

BT Wi-fi:Activated
 

 

2.4 GHz wireless network name:BT-RFA25C
 

 

2.4 GHz wireless channel:Smart (Channel11)
 

 

5 GHz wireless network name:BT-RFA25C
 

 

5 GHz wireless channel:Smart (Channel36)
 

 

Wireless security:WPA2 (Recommended)
 

 

Wireless mode:Mode 1
 

 

Firewall:On
 

 

MAC address:4C:1B:86:A2:30:C1
 

 

Software variant:-
 

 

Boot loader: 0.1.7-BT (Thu Nov 30 09:45:22 2017)
 
quiet test seemed fine
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Message 4 of 4

Re: Help needed with broadband

Your stats show you have  33/4 mb connection which is well within th expected range for your line and well above the handback of 20mb

you need to run btspeedtester with an Ethernet cable direct to the hub and post results

https://speedtest.btwholesale.com/



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