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Aspiring Contributor
359 Views
Message 11 of 23

Re: house move issues

1. Product name:BT Home Hub
2. Serial number:+068343+NQ34526626
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 03/07/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:02:46
6. Data rate:3381 / 12784
7. Maximum data rate:3380 / 13102
8. Noise margin:6.1 / 6.2
9. Line attenuation:32.7 / 24.8
10. Signal attenuation:32.8 / 20.3
11. Data sent/received:0.9 MB / 20.8 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-ZQZJ
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-ZQZJ
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:18:62:2c:4a:3d:2a
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0

 

im using the same front cover that i had in my old house which gave me 76mb connection which is attached to the only socket in the house

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Aspiring Contributor
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Message 12 of 23

Re: house move issues

on the outside of the house is a connection box , im going to check that out

 

i have on several occasions in previous house re-routed my telephone cables and installed new master sockets, i mean its 1 orange and 1 white wire so its not exactly difficult.

 

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Distinguished Sage
Distinguished Sage
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Message 13 of 23

Re: house move issues

is the outside box like this  external_NTE_1.png

 

 

if you conenct to test socket then check that your extension sockets do not have a dial tone



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Aspiring Contributor
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Message 14 of 23

Re: house move issues

the outside box is a black cylindical tube for connecting 2 lenghs of telephone cable, the 2 wires from each end a paired together in clear plastic sealed connectors, they looked fine.

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Distinguished Sage
Distinguished Sage
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Message 15 of 23

Re: house move issues

ok

 

what about the check for dial tone with extension sockets?



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Aspiring Contributor
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Message 16 of 23

Re: house move issues

i dont have any other sockets

 

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Distinguished Sage
Distinguished Sage
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Message 17 of 23

Re: house move issues

is it possible to conenct to the test socket with a filter and repost the hub stats.  if speed just the same then you need to phone customer services and get engineer visit as conenction speed below estimate



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Aspiring Contributor
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Message 18 of 23

Re: house move issues

i dont use a filter, havnt in years, just straight into master socket dsl terminal

 

as i mentioned this socket i actually brought from my old house and it is wired up exactly as it was in previous house where i got 76mb on infinity 2

 

 

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Distinguished Sage
Distinguished Sage
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Message 19 of 23

Re: house move issues

up to you  - then you need to get engineer visit



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Aspiring Contributor
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Message 20 of 23

Customer services

Following on from this thread

 

https://community.bt.com/t5/BT-Infinity-Speed-Connection/house-move-issues/m-p/1646014

 

it has now been 6 weeks since we moved.

 

The problem i am having is, i just cannot get through to bt to speak to someone

 

i have lost count of the amount of calls i have made, the first time i got through via ringback i was told to wait 10 days for a line upgrade to 55mb, so i waited and nothing changed, the udgrade should of happened by the 26th july. and as i said it didnt happen,

 

so i started ringing up and eventually i had 2 ringbacks within 10mins  of each other, both to tell me the systems were down and to try again in 4 hrs, which i did but no body rang back, so i tried to wait on the line, 1.5 hrs later i gave up and tried ringback, only for no one to bother.

 

this has been happening every day i try to get through.

 

i have have tried the complaints line only to suffer the same.

 

i have been with bt many years and when the service is working its great but whenever there was a problem i always dreaded having to call.

 

luckily for the past 4 yrs i hant had to call other than to make this house move. but wow i have not ever known bt to be so bad as these last 6 weeks.

 

on top of all this i am still being billed for option 2 which i had in my old house, despite only supposedly being on option 1

 

i am only writing this as i simply cannot seem to get through, no matter what time  of day i call

 

please helpWoman Sad

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