broadband package

[finfrazer]

 currently have the fibre 1 package to match the price as bt mucked up my previous order so they gave me the cheaper package. when i look at this deal on the bt page the download speed is at 50mbps, however, when i go on 'your speeds explained' it says it is 24-36mbps. I contacted them about this and they said that the 50mbps speed itsnt available at my household but when i run the check if its available at my household on their website it says it is. anything i can do? feel as if they're scamming me out of my speeds so i pay more.

[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) 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

[finfrazer]

where do i find the router stats?

[finfrazer]

there is no noise on my line at all.  my router stats and availability test is posted below:

stats:

Product code:Smart Hub 2

Serial number:+091298+1950008590

Firmware version:v0.17.01.12301-BT

Firmware updated:Tue Jun 2 19:55:20 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,17 Hours37 Mins38 Secs

Data rate:5.379 Mbps / 29.109 Mbps

Maximum data rate:5.457 Mbps / 37.777 Mbps

Noise margin:6.2 / 6.1

Line attenuation:8.5 / 24.3

Signal attenuation:6.7 / 28.7

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:2.1 GB Uploaded / 19.3 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-J6AFSK

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:BT-J6AFSK

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

Software variant:-

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

[pippincp]

Your line is not capable of 50Mb speeds. You are currently connected within estimated speeds.

[imjolly]

Connection time is only 17hrs is that due to hub dropping connection or manual reset

are you having problems with hub dropping connection