Hello, I'm absolutely desperate for help so posting here in case anyone's able to do so. Thanks in advance for reading. I'm disabled with health issues and this internet issue is causing me real problems.
So I feel I've ruled out everything on my end - it's not my devices, it's not my wires, and it's not - it appears - the hub, as the other one just gives me the same zero speed too.
I'm totally out of ideas. The only thing I can think of is that my line speed has been restricted for some reason, but I cannot for the life of me understand why it would be restricted as a result of one disconnection last night, why it would be restricted so much that it's useless (39mbs down to 0.01) or how I can get it fixed.
Thanks anyone who can offer any help.
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can you post hub stats if hh5 then troubleshooting then helpdesk and if hh6 then advanced settings then technical log information
you said phone works but is there any noise dial 17070 option 2 should be silent and best with corded phone
enter phone number and post results remember delete number https://www.dslchecker.bt.com/adsl/adslchecker.welcome
Please can you post the connection information from the home hub?
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’
Thank you both for replying.
Here's the line test results - I listened and could hear a consistent hiss, not sure what that means.
And here's the info in the technical log - bear in mind I have reset the hub about 8 times today and tried switching with another:
Product name: BT Hub 6A
Serial number: +084316+NQ83651955
Firmware version: SG4B1000E01E
Firmware updated: 28 Aug 2019
Board version: 1
GUI version: 1.105.0
DSL uptime: 0 days, 1h, 33min, 9 seconds
Data rare: 8.02 mbps / 40.00 mbps
Maximum data rate: 8024 / 46369
Noise margin: 6.1 db / 7.8 db
Line attenuation: 23.2 db
Signal attenuation: 0 db / 23.2 db
Latency type: fast path
Data sent / recieved: 13 MB uploaded / 26 mb downloaded
Broadband username: firstname.lastname@example.org
BT WIFI: not active
2.4 GHZ name: BTHyb6-JH3M
2.4 GHZ channel: Smart (channel 11)
5 GHZ wireless name: same as 2.4
5 GHZ wireless channel: Smart (channel 36)
Wireless security: WPA2
If you used a corded phone it means you have noise on your line and should report a noisy line with no mention of broadband.
Your uptime is only 11/2 hrs is this you restarting the hub?
Re. phone - thanks. I used a corded phone and could hear a slight, consistent, steady background hiss. But the hub logs (posted above) seem to show a download rate of ~40mbs, whereas when I connected any device (either WIFI or wired) to the hub, the speed I get is so slow I can't even load a webpage. I am totally baffled as to how some noise on the line could cause that, when the connection has been working just fine for the last month or so.
Re. reset - yes, I've reset the hub (powered off and on) several times this morning.
you need to stop powering hub on/off as that will have a detrimental affect on your connection speed
OK, I've turned off Smart setup. Should I turn the hub off and on again?
BTW thank you everyone so much for helping me. I really appreciate it.
as I said you need to stop resetting the hub