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Shandroid
Beginner
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Message 1 of 15

Feel like I've been scammed

Before I signed up for BT fibre I was told I would get a guaranteed speed of 30mbps.

After the first month I noticed the speed dropping and a lot of disconnections. When I checked speed I was getting around 28mbps and the stayfast guarantee had dropped to 25mbps.

Since then the speeds have continued to drop and as they do so, the stayfast guarantee drops.

So is this how BT get around their guarantee, by simply moving the goalposts?

Disconnections are becoming almost a daily thing and I am now averaging 23mbps on a 50mbps contract and often much slower.

Whenever I try to do a speed test through the BT app or website I can never even get a result, always says it's unable to contact my hub.

Very disappointed to say the least.

I've contacted BT a couple of times and they just say they've fixed some interference on the line and it should improve.

Is there anything I can do?

I couldn't wait to get rid of virgin as I couldn't imagine anyone being worse but really regretting it now.

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 15

Re: Feel like I've been scammed

Post hub stats  advanced setting then technical log information 

Are you using test socket with a filter  to see if this helps stability and connection  - even if you currently have a filtered master socket 



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Moderator
Moderator
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Message 3 of 15

Re: Feel like I've been scammed

Hi @Shandroid,

Welcome to the Community and thank you for posting. I can understand your frustration and I'm sorry if you're not happy with the performance of your connection.

If you can post the router stats as suggested by @imjolly, this will help to give us an indication of how the connection is performing and what can be done to improve the service.

Thanks

PaddyB

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Shandroid
Beginner
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Message 4 of 15

Re: Feel like I've been scammed

Ok, hopefully this is the right bit...

 

Product name:
BT Hub 6A

Serial number:
+084316+NQ84933282

Firmware version:
SG4B1000E016

Firmware updated:
03-Jun-2019

Board version:
1.0

Gui version:
1.105.0

DSL uptime:
0 Days, 19 Hours 14 Minutes 11 Seconds

Data rate:
6.64 Mbps / 32.40 Mbps

Maximum data rate:
6628 / 40942

Noise margin:
6 dB / 6 dB

Line attenuation:
24.5 dB

Signal attenuation:
0 dB / 24.5 dB

VPI / VCI:
0/38

Modulation:
G_993_2_ANNEX_B

Latency type:
Fast Path

Data sent / received:
245 MB Uploaded / 5412 MB Downloaded

Broadband username:
bthomehub@btbroadband.com

BT Wi-fi:
Active

2.4 GHz wireless network name:
BTHub6-PXG3

2.4 GHz wireless channel:
Smart (Channel 6)

5 GHz wireless network name:
BTHub6-PXG3

5 GHz wireless channel:
Smart (Channel 40)

Wireless security:
WPA2 (Recommended)

Wireless mode:
Mode 2

Firewall:
On

MAC address:
30:24:78:D5:0B:09

Software variant:
-

Boot loader:
9.2.0
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Distinguished Sage
Distinguished Sage
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Message 5 of 15

Re: Feel like I've been scammed

According to your stats you have a 32mb connection speed which from you posted is about what was expected. Your connection time is only 19hrs was that router dropping connection or manual reset

have you tried test socket with filter?

enter phone number and post results remember delete number.    http://www.dslchecker.bt.com/



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Shandroid
Beginner
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Message 6 of 15

Re: Feel like I've been scammed

I'm not entirely sure what you mean by "test socket", is that the socket when you take the front off?

32mb download is what I would expect and I would be ok with that but it drops at different times of day.

As for the 19 hours uptime, yes that is when it last disconnected and happens at least once a day (on fact I'm typing this from my phone as internet is off again).

Usually the blue light stays on but no internet.

Sometimes comes back on if I reboot, other times not.

Other times the lights start flashing and nothing gets it back on til it's ready.

 

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Distinguished Sage
Distinguished Sage
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Message 7 of 15

Re: Feel like I've been scammed

Yes the test socket is visible when you remove the front plate and you need to use a filter to connect hub. That should be your best connection and hopefully most stable 

if you lose connection but hub light remains blue that suggests that hub is still connected and it is the wireless connection that is dropping

all the speeds quoted in BT emails are connection speeds not download speed. No ISP guarantees download speed



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Shandroid
Beginner
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Message 8 of 15

Re: Feel like I've been scammed

This is with test socket

 

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Shandroid
Beginner
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Message 9 of 15

Re: Feel like I've been scammed

Can't seem to post the image but it basically same sort of stats as router.

 

So the issue seems to be WiFi rather than connection itself?

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Distinguished Sage
Distinguished Sage
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Message 10 of 15

Re: Feel like I've been scammed

Try splitting the wireless networks as that often helps with device connection

http://bt.custhelp.com/app/answers/detail/a_id/56419/~/how-do-i-split-my-bt-hubs-ssid-%28wireless-ne...

Make sure smart setup is turned off



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