terrible service as a new customer

[Petesmith]

YEOVIL exchange, Cab 54

[pippincp]

ECI cab, no G.INP as yet but there is a trial ongoing.

[Petesmith]

Well the new hub came and guess what, same useless service, cannot rely on this for my work. The line is fine and has been tested many times. BT will not sort the problem out, claim to book engineers and then change fault status to fixed and cancel the booking, without doing anything, no notice so you wait for them not knowing. I have demanded this is fixed before the next step which is to go through ofcom and look to cancelling this service as it is just simply useless. I don't know why it is called a Smart Hub 2, nothing smart about it. Any clown can check the line remotely, they need to visit and resolve instead of the lies. The best I am getting wireless with the laptop less that 1/2 meter from the hub is 32MBPS if I'm lucky. I can actually get better sitting in the KFC car park.

[pippincp]

If you want help then post the info @imjolly  requested.

If you don't want to and just want to vent then that's OK. Feel free.

[Petesmith]

How do I copy the post and send to the link, not venting just explaining the poor service I am getting as a new customer with no interest from the provider, 

[pippincp]

Do you know how to copy and paste a line of type? Do you know how to take a screenshot?

[Petesmith]

Duh ?? Obviously as in the previous post, cant copy a message and paste on here though for some reason. Nice that you are so helpful though. Anyway I have managed  to get into the hub and the technical log is posted here with a section of the event log below it, cant post all the event log, as its a lot of entries and this is limited to space.

Product name,BT Smart Hub 2
Serial number,+091298+2020040207
Fireware version,v0.17.01.12312-BT (Mon May 11 18:49:53 2020)
Board version,R01
GUI version,1.56 15_02_2019
DSL uptime,0 days 11 Hours 21 Mins 17 Secs
Data rate,17.6 Mbps / 48.8 Mbps
Maximum Data rate,17.7 Mbps / 49.4 Mbps
Noise margin,6.1/6.1
Line attenuation,4.7/15.3
Signal attenuation,4.7/17.5
VLAN id,101
Upstream error control,Off
Downstream error control,Off
Data sent / received,1.6 GB Uploaded / 2.1 GB Downloaded
Broadband username,bthomehub@btbroadband.com
BT Wi-Fi,Active
2.4 GHz wireless network name,BT-69AJNR
2.4 GHz wireless channel,Smart (Channel11)
5 GHz wireless network name,BT-69AJNR
5 GHz wireless channel,Smart (Channel36)
Wireless Security,WPA2 (Recommanded)
Wireless mode,Mode 1
Firewall,On
MAC address,18:82:8C:31:48:DF
Software variant,-
Boot loader, 0.1.7-BT (Thu Nov 30 09:45:22 2017)

07:52:40, 07 Aug. admin login success from 192.168.1.206
07:50:48, 07 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
07:50:47, 07 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
07:50:45, 07 Aug. DHCP device Connected: 192.168.1.206, f0:b4:79:22:bc:5b, peters-MBP
07:50:45, 07 Aug. 2.4G Client associate from f0:b4:79:22:bc:5b (IP=192.168.1.206) RSSI=-58, Rate=144Mbps, host peters-MBP
07:50:44, 07 Aug. LAN [ADD] ARP 192.168.1.206 with f0:b4:79:22:bc:5b from br0(wl1)
07:50:44, 07 Aug. ARP [add] br0(wl1) 192.168.1.206 f0:b4:79:22:bc:5b
07:50:44, 07 Aug. Receive a DHCP request
07:50:42, 07 Aug. WHW INFO A station (SmartHub2)IF[2.4G](18:82:8C:31:48:E2):STA(F0:B4:79:22:BC:5B)(Legacy Device) join WHW infrastructure
07:49:07, 07 Aug. ARP [add] br0(wl1) 192.168.1.232 00:bb:60:b0:85:42
07:49:00, 07 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
07:49:00, 07 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
07:49:00, 07 Aug. DHCP device Connected: 192.168.1.232, 00:bb:60:b0:85:42, EYVC4777
07:48:59, 07 Aug. DHCP lease issued 192.168.1.232 to 00:bb:60:b0:85:42 EYVC4777, lease duration is 86400 seconds
07:48:59, 07 Aug. 2.4G Client associate from 00:bb:60:b0:85:42 (IP=192.168.1.232) RSSI=-58, Rate=130Mbps, host EYVC4777
07:48:59, 07 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
07:48:59, 07 Aug. LAN [ADD] ARP 192.168.1.232 with 00:bb:60:b0:85:42 from br0(wl1)
07:48:59, 07 Aug. Receive a DHCP request
07:48:59, 07 Aug. WHW INFO A station (SmartHub2)IF[2.4G](18:82:8C:31:48:E2):STA(00:BB:60:B0:85:42)(Legacy Device) join WHW infrastructure
07:28:54, 07 Aug. DoS(UDP Loopback): IN=ppp1 OUT= MAC= src=184.105.139.89 DST=86.144.12.190 LEN=29 TOS=0x00 PREC=0x00 TTL=52 ID=37323 DF PROTO=UDP SPT=44694 DPT=19 LEN=9 MARK=0x8000000

[SpiderPig]

@Petesmith 

Your hub is getting sync speeds of 17.6 Mbps upload / 48.8 Mbps download you can see this information under "Data rate" within the hub stats you posted.

You would be best completing another BT Wholesale speed test but on a wired connection as a wireless connection is normally lower and useless for testing speeds. Once you have retested on a wired connection please post the results.

SP

[converse420]

This is why you are a 'Sage', the rest of us have to think harder, so perhaps be more gentle with us!

[Petesmith]

With some great assistance from Mike S, managed to get things a bit better. Mike actually monitored the line and syncing and found some issues, what he observed was that 6 neighbours were transmitting WiFi on the same channel, channel 11, on his suggestion I tried changing. First Channel 6 which was too slow, then Channel 1 which stabilised. I am now getting the minimum 48MBPS wired connection, right at the bottom of the range so still lower that advertised but constant. Wifi is in the mid 30s so suitable for the Fire TV etc. I have also run 2 ethernets to access points (old Talk Talk modems converted), at the far corners of the house so we have a stable  WiFi connection all round , mid 30's when the BT hub functions ok.