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Message 1 of 6

Getting tech support is impossible

Our Internet has been performing very badly today, much slower than normal. As a result I've gone through troubleshooting, rebooted the router several times, and requested a tech engineer call me. 

The first request I made was about 10am and I was told it'd probably be 20mins wait for a call. 

7 hours later and no call. 

I've tried calling 0800 800150 twice, and on both occasions have gone through the menus to eventually been put in a queue. After about 5 mins in the queue I just get cut off.

It's an absolute disgrace. If I could change provider I would, but I have no cable or satellite availability here so if I want all the channels I need to use BT.

Maybe it's time to go back to my aerial and use apps instead. 

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Message 2 of 6

Re: Getting tech support is impossible

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

I would stop resetting the hub as that will more than likely cause a further reduction in speed

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

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



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Message 3 of 6

Re: Getting tech support is impossible

Log here. Looks like my data rate is about a 3rd of what it usually is. If that's not fixable then I'm out. 

Product name BT Smart Hub 2
Serial number 1924105078
Fireware version v0.31.00.10253-BT (Mon Oct 25 15:24:45 2021)
Board version R01
GUI version 1.74 12_11_2020
DSL uptime 0 days 3 Hours 29 Mins 48 Secs
Data rate 20.0 Mbps / 62.1 Mbps
Maximum Data rate 25.3 Mbps / 74.6 Mbps
Noise margin 9.2/6.2
Line attenuation 5.4/15.5
Signal attenuation 5.4/17.8
VLAN id 101
Upstream error control Off
Downstream error control Off
Data sent / received 2.1 GB Uploaded / 2.1 GB Downloaded
Broadband username bthomehub@btbroadband.com
BT Wi-Fi Active
2.4 GHz wireless network name LittleFish
2.4 GHz wireless channel Smart (Channel6)
5 GHz wireless network name LittleFish
5 GHz wireless channel Smart (Channel36)
Wireless Security WPA2 (Recommanded)
Wireless mode Mode 2
Firewall On
MAC address 04:A2:22:3B:F7:2F
Software variant -
Boot loader 0.1.7-BT (Thu Nov 30 09:45:22 2017)

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Message 4 of 6

Re: Getting tech support is impossible

How about the quiet line test?

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Message 5 of 6

Re: Getting tech support is impossible

Can't do that as I don't have a landlines handset 

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Message 6 of 6

Re: Getting tech support is impossible

Can you possibly borrow a handset to try quiet line test as that is most basic test and noise is often cause of connection problems.

What about results from dslchecker?

 

 

 



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