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Littlepace
Contributor
976 Views
Message 61 of 76

Re: Home hub hasn't arrived yet

Should get 32-41 down but a guaranteed of 27 which none of my devices have actually had yet. Plus I haven't had a upload speed greater than 1.7 yet.
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
965 Views
Message 62 of 76

Re: Home hub hasn't arrived yet

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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DavidM
Moderator
Moderator
943 Views
Message 63 of 76

Re: Home hub hasn't arrived yet

Hi @Littlepace and thanks for posting.

 

I'm sorry you're having so many problems with the connection etc. I'll be happy to lend a hand if you wish. Can you please run a speed test including the further diagnostics, on a wired connection, and post the results? Once you've done that drop me over an email with your details. You'll get the contact the moderators link in my profile. We're very busy at present so it's taking longer than expected to reply but once you submit the details we'll get to you in turn.

Cheers

David

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Webby
Distinguished Sage
929 Views
Message 64 of 76

Re: Home hub hasn't arrived yet

@DavidM, the sync speed is below the minimum expected range, so a speedtest is rather irrelevant.
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DavidM
Moderator
Moderator
924 Views
Message 65 of 76

Re: Home hub hasn't arrived yet

Hi @Webby,

 

Thanks for pointing that out. The problem is that wholesale won't accept a fault report without the test results.

 

Cheers

 

David

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Webby
Distinguished Sage
921 Views
Message 66 of 76

Re: Home hub hasn't arrived yet

They won’t accept a low sync fault without a througput test?

How odd.
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
915 Views
Message 67 of 76

Re: Home hub hasn't arrived yet

Probably because they need a result stored on their server.

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Webby
Distinguished Sage
907 Views
Message 68 of 76

Re: Home hub hasn't arrived yet

It’s not a throughput issue though, it’s a slow sync speed.

The Wholesale DSL checker doesn’t record sync speed (yes I know it reports the IP profile which can be used to backwards calculate the sync speed but I doubt that is done).

I would have thought the ISP would run a GEA test through the Wholesale portal, and use the result from that, which provides things such as sync speed, SNR value, Banded profile information etc to submit a low sync speed fault.
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Littlepace
Contributor
893 Views
Message 69 of 76

Re: Home hub hasn't arrived yet

@DavidM, thanks for replying. With the speed test you say you want the further diagnostics? What do you mean by that and how do I get them??
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Littlepace
Contributor
884 Views
Message 70 of 76

Re: Home hub hasn't arrived yet

Ok never mind I've seen the option.
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