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pippincp
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Message 11 of 26

Re: Desperate for help: connection zero speed WIFI/wired despite BT saying no faults and good speed

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No do not restart the hub!

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Lowrys
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Message 12 of 26

Re: Desperate for help: connection zero speed WIFI/wired despite BT saying no faults and good speed

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Thanks. Haven't reset. Turning smart setup off hasn't improved anything 😕
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imjolly
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Message 13 of 26

Re: Desperate for help: connection zero speed WIFI/wired despite BT saying no faults and good speed

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as you have a hh6 try splitting the wireless networks  https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/i-want-to-improve-my-wi-fi/how-d...

at same time you could turn off the smart channel selection and select your channels manually



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Lowrys
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Message 14 of 26

Re: Desperate for help: connection zero speed WIFI/wired despite BT saying no faults and good speed

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@imjolly

Thanks for the suggestion, but the issue I have is that I'm not getting a usable speed either WIFI or wired. It's about 40mbs at the hub and less than 0.1mbs on my devices both wired and WIFI. I can't understand what could possibly have happened, or what is stopping every connected device from actually getting a speed sufficient to load a webpage. I can't even use a speedtest, because it won't load.
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imjolly
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Message 15 of 26

Re: Desperate for help: connection zero speed WIFI/wired despite BT saying no faults and good speed

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have you checked MYBT to see if BT Web Protect is active?



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Lowrys
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Message 16 of 26

Re: Desperate for help: connection zero speed WIFI/wired despite BT saying no faults and good speed

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@imjolly Checked and it's not active
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Keith_Beddoe
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Message 17 of 26

Re: Desperate for help: connection zero speed WIFI/wired despite BT saying no faults and good speed

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Its possible you have a faulty home hub, but without something else to check it against, you are stuck.

Did you do a full factory reset of the home hub?

http://bt.custhelp.com/app/answers/detail/a_id/11386/%7E/how-do-i-reset-my-bt-hub-to-its-factory-set...

If there is a high number of errors on the line, that will affect throughput, even though the connection speed would be fine.

Unfortunately you cannot measure errors on the home hub, it can only be done from the BT end.

All you can do is contact BT again, and say you cannot connect to the home hub, even though the connection speed is fine.

It could also be a faulty port in the cabinet.

What I will do is to see if one of the moderators can look at the performance monitors to see if there is a high error rate. They are quite busy, so it may take a few days.

 

 

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pippincp
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Message 18 of 26

Re: Desperate for help: connection zero speed WIFI/wired despite BT saying no faults and good speed

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Just to note , after a factory reset smart setup will need switching off again and the networks split.

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Lowrys
Beginner
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Message 19 of 26

Re: Desperate for help: connection zero speed WIFI/wired despite BT saying no faults and good speed

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@Keith_Beddoe Thanks.

"Its possible you have a faulty home hub, but without something else to check it against, you are stuck."

I've checked using another BT hub that I know for certain is working. Same zero speed.

"Did you do a full factory reset of the home hub?"

I pressed a pin into the hole on the back of the hub to reset it this morning. Didn't help.

"If there is a high number of errors on the line, that will affect throughput, even though the connection speed would be fine.

Unfortunately you cannot measure errors on the home hub, it can only be done from the BT end."

Have spoken to BT numerous times - they say they can't see any faults but have raised it with Openreach, but who knows what they'll do.

"All you can do is contact BT again, and say you cannot connect to the home hub, even though the connection speed is fine."

I can connect my devices to the home hub - I just can't connect to the internet.

"It could also be a faulty port in the cabinet."

We had a power cut last night about 7, but the internet was fine last night after that. Could a faulty port mean I can't connect to the internet even though the home hub is showing as having a good connection?

"What I will do is to see if one of the moderators can look at the performance monitors to see if there is a high error rate. They are quite busy, so it may take a few days."

Thanks very much, I appreciate it.

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prashant_rana
Beginner
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Message 20 of 26

Re: Desperate for help: connection zero speed WIFI/wired despite BT saying no faults and good speed

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Try factory reset your hub.  Find the recessed "Factory Reset" pinhole button on the back of your Hub and press and hold it with any paper clip or similar  for 20 seconds.

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