Smart hub 2 speed drop off

[saucey]

Hello, have now had 3 open reach engineers who cannot solve this. Pre Xmas 2020 speeds of 25 ish through smart hub2, contract guarantees 23..all good. Since Xmas have had 3 outages of landline bot were fixed however, during this time our speeds have dropped to between 12 on a bad day and 28 on a good. Engineers record approx 30mbps out of master socket but something happens once it gets to smart hub. Nobody can sort this. Our neighbour is also on Bt and gets 27 through an old home hub 5. There are just 4 houses on our street. Any help would be appreciated before the 4th engineer comes next week. 

[imjolly]

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  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

Spoiler

[saucey]

Engineer has tested line and says all good, he mentioned something about vectoring on or off, apparently the smart hub 2 cannot turn it off, he said it’s to give a cleaner line but when he used his tester he got better results with it off 🤷‍♀️🤷‍♀️ I’ll look at getting the other info and posting it ..

[saucey]

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[saucey]

We are having the same issues BT seem reluctant to address this issue, our master socket can give out speeds of upwards of 30mbps but we will only get 16-18 from thee router…even hard wired testing. Open reach have made 12 visits and on the last one told me my choice was an old hh5 and open reach modem which gives us a speed of low 30’s but we cannot use our halo discs which means no Wi-fi in our office, or sh2 with halo but only 18 speed. Our contract states minimum speed guarantee of 23 which we used to easily get before Xmas last year even with sh2. Asked about reducing our cost as they are not giving us our contracted speed, their response has been ‘you can leave without charge’. Why should we change all our broadband contested items and mobile phone contract because of their failings?

[imjolly]

@saucey 

I moved your post to start your own thread so that you can get replies to your speed problem instead of being part of someone else

edit looks like been moved by Keith as well

 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

[saucey]

Open reach engineers have been on their own forums trying to find a solution.. they have tested our line copiously.. they have given up as it’s costing too much each time an engineer comes out..

[imjolly]

if openreach have decided they cannot do anything more for your connection then nothing this forum can do to help

[saucey]

Seems that’s the general consensus from everyone and we as the customer are caught in the middle seems to me something is fundamentally wrong with the build of the sh2 

[pippincp]

If that is the general consensus then you should be able to move to a different supplier without penalty.

If you think it is the SH2 that is the problem a move to a different supplier would mean a different router supplied or, you could stay with BT and get your own 3rd party router.

As the customer you are not stuck in the middle of anything as you still have opyions.