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widders
Contributor
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Message 11 of 74

Re: no phone or broadband and appalling customer service.

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OK Neil

QUIET TEST was alright.

Home Hub status as follows:

Information for Helpdesk agents

When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request.
1. Product name BT Home Hub 2.0A
2. Serial number CP0826JHF8H
3. Firmware version 8.1.H.U
4. Board version V20
5. ADSL uptime 0 days, 2:03:02
6. Bandwidth 448 / 352
7. Data sent / rec'd 59.11 / 331.53 MB
8. Broadband username bthomehub@btbroadband.com
9. Broadband Talk Service not activated
10. BT Fon No
11. Wireless network name (SSID) Cluster
12. Wireless connections Enabled
13. Wireless security WEP
14. Wireless channel 11
15. Firewall Standard
16. MAC address 00:1F:9F:3F:C5:A0
17. VPI/VCI 0/38
18. Line Profile Fast
19. Software Variant AA
20. Boot Loader 1.0.2
Software version 8.1.H.U (Type A) | Access Click to activate accessibility mode | Time and date Retrieving..

SPEEDTEST

Download Speed (Mbps) : 0.13

Uplosd Speed (Mbps) : 0.23

Ping Latency: 54.75




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widders
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Message 12 of 74

Re: no phone or broadband and appalling customer service.

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Note we can only run Hub 2.
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imjolly
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Message 13 of 74

Re: no phone or broadband and appalling customer service.

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Can you enter your phone number and post results. Remember to delete number https://www.btwholesale.com/includes/adsl/adsl.htm



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widders
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Message 14 of 74

Re: no phone or broadband and appalling customer service.

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Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in Jumper  High Low High Low        Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date   ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date Left in JumperOther Offerings     Availability Date   Premise environmentStatus

VDSL Range A (Clean)15.79.51.20.87.3Available---- 
VDSL Range B (Impacted)11.54.31.20.62.7Available---- 
FTTP on Demand33030--Available---- 
WBC ADSL 2+Up to 1--1 to 3.5Available---- 
ADSL MaxUp to 0.5--0.25 to 1.5Available---- 
WBC Fixed Rate0.5----Available---- 
Fixed Rate0.5----Available---- 
VDSL Multicast------Available---- 
ADSL Multicast------Available---- 
Bridge TapU      
VRIN      
NTEFaceplateP      
Last Test Date17-05-2017     
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widders
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Message 15 of 74

Re: no phone or broadband and appalling customer service.

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Assume you can make sense of the headings.

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imjolly
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Message 16 of 74

Re: no phone or broadband and appalling customer service.

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From the information you have posted you are on adslmax you could upgrade to adsl2 which may give you a slightly faster down speed but about 100% increase in up speed

 

you can also see that you can get fibre connection with an estimated connection speed of between 15/9mb

 

the. Mods may be blue to help if upgrading to adsl2 but if you wNted to upgrade to infinity then you need to phone options team on 0800800030



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widders
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Message 17 of 74

Re: no phone or broadband and appalling customer service.

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Thanks imjolly but we are right back where we started with this ie. our neighbour's family able now to access pretty much full broadband whereas we can barely check our emails all at once. Both lines from the same pole just metres from the house but radically differing service. I am completely stumped. If the mods pick this up - WE DESPERATELY NEED AN ENGINEER WHO KNOWS WHAT THEY ARE DOING.
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imjolly
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Message 18 of 74

Re: no phone or broadband and appalling customer service.

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You can see from the checker results the adslmax estimated speed is 0.5mb which is roughly what you have. You are so far from the exchange. You could get fibre if you want to upgrade just by phoning options team. I would doubt an engineer will get much faster than you have



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widders
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Message 19 of 74

Re: no phone or broadband and appalling customer service.

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I'm afraid the speed from adslmax in no way explains why our neighbour right next door (semi-detached) can stream videos, browse the net and play online games concurrently after their engineer's efforts. Our experience is a constantly one of dropped connections, painfully slow downloads and time-outs with with browsing. Thanks anyway - I think we'll do what our neighbour did and pay one tenth of the bill which is commensurate with the service we've had since we moved here 9 years ago.
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imjolly
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Message 20 of 74

Re: no phone or broadband and appalling customer service.

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Maybe your neighbours upgraded to fibre connection and got the much faster speed



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