Terrible issues trying to get problems fixed

[mgrowe]

Having a saga getting an issue wth my broadband fixed.

It has slowed to 20MB download speed (Was 37MB) and I was promised a minimum of 38Mb when I signed up to a new deal recently.

If I do the online diags it says speed is 20 MB and my Hub is sayibng sync speed is 25MB so definately an issue but If I do onlne chat to try to solve the issue they are little or no help. First time I was cut offf with no warning. So I raised a fault onlne and booked an engineers visit but they called my wife whi;le I was out to say they had found the problem and cancelled the visit and the call but the problem still remains

So I go on chat again to be told there is a fault and they will raise a call but when I checked my account no call exists so I go on chat again and after 20 minutes they say no problems with speed and before I can disagree they close the chat. (I have saved that one to a document)

How do I get some help please BT? Is there an email address I can send to 

[Keith_Beddoe]

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

If you are using the BT Smart hub please can you post your connection stats by, Open a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager.  Click ‘Advanced Settings’ and then ‘Technical log’

[mgrowe]

 

I get this when I check and have been getting 38MB until recently and that was what I was promised

[Keith_Beddoe]

@mgrowe 

Please can you remove your phone number from your post, as this is a public forum.

[imjolly]

can you post stats from hub  if hh6 then advanced settings then technical log information

 if hh5 then troubleshooting then helpdesk

[mgrowe]

Sorry didn't realise it was on there. Looks like it has been removed already

[Keith_Beddoe]

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@mgrowe wrote:
Sorry didn't realise it was on there. Looks like it has been removed already

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I asked a moderator to remove it, to protect your privacy.

When you get some time, perhaps you can post the connection information from the home hub, as requested. Thanks.

[mgrowe]

I will post the stats from my hub tonight but just checked my bt and the fault has disappeared again. So now not sure if I will get a visit or not again.

[mgrowe]

Product code:Smart Hub 2

Serial number:+091298+1847005284

Firmware version:v0.12.02.11078-BT

Firmware updated:Tue Jan 22 00:21:17 2019

Board version:R01

GUI version:1.53a 29_08_2018

DSL uptime:1 days,12 Hours49 Mins35 Secs

Data rate:11.937 Mbps / 22.4 Mbps

Maximum data rate:11.829 Mbps / 52.004 Mbps

Noise margin:5.3 / 17.9

Line attenuation:9.3 / 20.0

Signal attenuation:9.3 / 20.8

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:328.7 MB Uploaded  / 1.9 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:Hidden

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:Hidden

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:44:FE:3B:81:52:C9

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

[mgrowe]

I have posted the info now