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DMRose
Newbie
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Message 1 of 11

Re: Smart Hub 2 2.4/5 GHz

I am having the same problem I can’t upload files been with BT nearly 2 weeks
Can anyone help please it’s very frustrating as I use it for business etc
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10 REPLIES 10
Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Smart Hub 2 2.4/5 GHz

Welcome to this user forum. @DMRose 

Are you a BT Business user?

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DMRose
Newbie
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Message 3 of 11

Re: Smart Hub 2 2.4/5 GHz

Thanks. I moved from sky and omg by is far better.
No I’m not I work from home
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Distinguished Sage
Distinguished Sage
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Message 4 of 11

Re: Smart Hub 2 2.4/5 GHz

Thanks.

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.

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

If you are using the BT Smart hub you can get your connection stats by, Opening 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’

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DMRose
Newbie
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Message 5 of 11

Re: Smart Hub 2 2.4/5 GHz

Thanks for that
I have an old number so I couldn’t do the first one I tried the post code and it only gave download speed which am way exceeding.
Technical log showing upload 5.27 mbps
The upload seems very slow and cuts out ?
There is a crackle on the line
Hope this helps
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Distinguished Sage
Distinguished Sage
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Message 6 of 11

Re: Smart Hub 2 2.4/5 GHz

That is the problem.

If there is noise on the line, then you need to report it as  a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

I would check at the test socket first, to make sure the faults is external to your property.

I am not sure what you mean by an old number? All BT Retail phone numbers should show up on that broadband availability page.

 

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DMRose
Newbie
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Message 7 of 11

Re: Smart Hub 2 2.4/5 GHz

Ah right ok
I won’t mention it. How do I log the fault? Do just call tomorrow?
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Distinguished Sage
Distinguished Sage
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Message 8 of 11

Re: Smart Hub 2 2.4/5 GHz


@DMRose wrote:
Ah right ok
I won’t mention it. How do I log the fault? Do just call tomorrow?

I would just call, as the noise would be heard by the person taking the call.

You could try using the online reporting page, but this will run a line test, which will occasionally detect a fault.

https://support.bt.com/fix/landline/?view=landlinetroubleshooter

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DMRose
Newbie
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Message 9 of 11

Re: Smart Hub 2 2.4/5 GHz

Ok that’s great thanks so much for the help
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Moderator
Moderator
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Message 10 of 11

Re: Smart Hub 2 2.4/5 GHz

@DMRose Did you manage to get the fault reported today? If you need any help with this let me know.

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