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Dottydoo
Beginner
583 Views
Message 1 of 11

Fed up

Biggest mistake ever swapped from normal sky broadband to bt infinity , nothing but problems constantly cutting out not great when your in the middle of doing something ..never had any issues with sky broadband just wanted something faster wish i hadnt know .All tests run and reckon there is no fault .when its cutting out about 5 times in s hour id say there is a fault .Any one else with this problem
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10 REPLIES 10
Distinguished Sage
570 Views
Message 2 of 11

Re: Fed up

if  you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 


Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/   


Can you post back the results of this checker editing out your phone number

http://www.dslchecker.bt.com

 

Distinguished Sage
569 Views
Message 3 of 11

Re: Fed up

Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband in the call
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Dottydoo
Beginner
559 Views
Message 4 of 11

Re: Fed up

Thank you john ill try that .honestly think this is just down to bt , this problem is at my mums but same issues with my own
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Dottydoo
Beginner
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Message 5 of 11

Re: Fed up

Also im not sure what hub it is how do i tell
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Distinguished Sage
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Message 6 of 11

Re: Fed up

there is a label on the hub
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Distinguished Sage
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Message 7 of 11

Re: Fed up

can you also please post the other information I have asked for

are you using a wired or wireless connection when you get the connection drops
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Dottydoo
Beginner
509 Views
Message 8 of 11

Re: Fed up

Hi john my son is using wired to his xbox .basically the hub lights go orange and drops out .Not sure how to get the information up .
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Distinguished Sage
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Message 9 of 11

Re: Fed up

just copy and paste the pages asked for in your reply
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Dottydoo
Beginner
418 Views
Message 10 of 11

Re: Fed up

Sorry have been in hospital .it is still having the same problem .Product name:

BT Hub 6A

Serial number:

+084316+NQ71105790

Firmware version:

SG4B1000B316

Firmware updated:

03-Aug-2017

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 0 Hours 18 Minutes 54 Seconds

Data rate:

10.00 Mbps / 55.00 Mbps

Maximum data rate:

22281 / 70820

Noise margin:

13.9 dB / 10.1 dB

Line attenuation:

16.1 dB

Signal attenuation:

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

14 MB Uploaded / 35 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-P8XP

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-P8XP

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A0:8E:78:14:BC:B1

Software variant:

-

Boot loader:

7.33.1

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