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keels24
Aspiring Contributor
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Message 1 of 19

Broadband

I am hoping someone can help. Sorry for the long push but with working from home I need a stable connection. Up until last week I was getting the speeds I pay for and bt can see this on there side. From Monday last week the speed dropped and was losing connection. They said last week I had a bad week with it dipping. They sent an engineer out who said everything was fine. Still not getting the speeds I pay for. So I contacted bt again who are again sending out another engineer on Wednesday not sure what this one can do that the other one did. They also sent me out a new smart hub which I put in on Saturday. I am at a lost end as nothing has changed my side nothing moved or installed.

Keels
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18 REPLIES 18
imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 19

Re: Broadband

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

Have you turned off smart setup in hub manager


Someone may then be able to offer help/assistance/suggestions to your problem



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keels24
Aspiring Contributor
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Message 3 of 19

Re: Broadband

Product name:

BT Hub 6A

Serial number:

+084316+NQ65042542

Firmware version:

SG4B1000E020

Firmware updated:

10-Aug-2019

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 1 Hours 57 Minutes 3 Seconds

Data rate:

11.90 Mbps / 33.08 Mbps

Maximum data rate:

11954 / 43964

Noise margin:

6.9 dB / 11.6 dB

Line attenuation:

30.2 dB

Signal attenuation:

26.5 dB / 30.2 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

204 MB Uploaded / 1 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-5HTS

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-5HTS

5 GHz wireless channel:

Smart (Channel 44)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

24:20:C7:7F:97:41

Software variant:

-

Boot loader:

7.33.1

 

yes the quiet test was fine

keels24_0-1615135177858.png

yes smart setup is turned off this was done by bt

BT said on phone earlier today i was getting speeds of 60mbs up until last week then it dropped

Keels
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licquorice
Distinguished Sage
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Message 4 of 19

Re: Broadband

The first engineer clearly wasn't diligent enough and didn't find the fault, your line stats are terrible. Hopefully the next engineer will have more success.

keels24
Aspiring Contributor
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Message 5 of 19

Re: Broadband

so you think there is a problem with my phone line and this would be affect my broadband

Keels
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licquorice
Distinguished Sage
Distinguished Sage
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Message 6 of 19

Re: Broadband

Yes

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keels24
Aspiring Contributor
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Message 7 of 19

Re: Broadband

Well hopefully the engineer on Wednesday can resolve it, as not had a problem since last Monday and then it started dropping. Working from home I need a stable connection.

Keels
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keels24
Aspiring Contributor
586 Views
Message 8 of 19

Re: Broadband

Hi i think my line stats have got worse can someone take a look at these for me.

Product name:

BT Hub 6A

Serial number:

+084316+NQ65042542

Firmware version:

SG4B1000E020

Firmware updated:

10-Aug-2019

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 5 Hours 52 Minutes 51 Seconds

Data rate:

10.99 Mbps / 49.11 Mbps

Maximum data rate:

10998 / 52100

Noise margin:

6.2 dB / 6.9 dB

Line attenuation:

40.6 dB

Signal attenuation:

26.5 dB / 40.6 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

785 MB Uploaded / 380 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-5HTS

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-5HTS

5 GHz wireless channel:

Smart (Channel 44)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

24:20:C7:7F:97:41

Software variant:

-

Boot loader:

7.33.1

Keels
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licquorice
Distinguished Sage
Distinguished Sage
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Message 9 of 19

Re: Broadband

No idea why you would think that, they are much improved.

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keels24
Aspiring Contributor
558 Views
Message 10 of 19

Re: Broadband

sorry not sure what I am looking at, as I was looking at the Line attenuation as this is higher than it was on last one i done.  Also my dsl uptime seems to be dropping over the last couple of days it start at 5 hours is this normal as i thought it should show longer than this,  Is it worth still having the 2nd engineer check everything over.

Keels
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