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TessTickles
Aspiring Contributor

‎24-08-2022 17h17 - edited ‎24-08-2022 17h19

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Message 1 of 24

How do I contact BT with fault?

I have fibre 900/110 but my upload is coming out at 20Mbps. 

 

I cant seem to find anywhere to register a fault, the website just goes around in circles...

 

I have a Smarthub 2

 

thanks

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23 REPLIES 23
licquorice
Distinguished Sage
Distinguished Sage

on ‎24-08-2022 17h19

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Message 2 of 24

Re: How do I contact BT with fault?

0800 800 150

Is that using Wifi or an Ethernet connection? If Wifi you need to test using an Ethernet connection.

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TessTickles
Aspiring Contributor

on ‎24-08-2022 19h18

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Message 3 of 24

Re: How do I contact BT with fault?

Ethernet (wired)  - I don't use wifi at all.

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imjolly
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on ‎24-08-2022 19h58

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Message 4 of 24

Re: How do I contact BT with fault?

What speed do you get if you try fast.com



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TessTickles
Aspiring Contributor

on ‎24-08-2022 20h20

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Message 5 of 24

Re: How do I contact BT with fault?

SpeedSpeed

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licquorice
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on ‎24-08-2022 20h33

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Message 6 of 24

Re: How do I contact BT with fault?

Try a factory reset of the hub.

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TessTickles
Aspiring Contributor

on ‎25-08-2022 10h36

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Message 7 of 24

Re: How do I contact BT with fault?

It says I am connected 1000Mbps up and down, but not getting the upload speed.

bt001.jpg

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TessTickles
Aspiring Contributor

on ‎25-08-2022 10h39

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Message 8 of 24

Re: How do I contact BT with fault?

Also... I was checking to see what firmware the smarthub is on. It seems the lastest is

Firmware v0.33.00.12274-BT

 

But mine is a 0.15.00.06145

bt002.jpg

 

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licquorice
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on ‎25-08-2022 12h06

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Message 9 of 24

Re: How do I contact BT with fault?

The hub will always report 1000Mbps, that is the speed of the link between the ONT and the hub.

That is very old firmware, your hub should have updated to the latest version.

Are you leaving the hub switched on 24/7, it is unlikely to update unless you do.

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TessTickles
Aspiring Contributor

‎25-08-2022 12h24 - edited ‎25-08-2022 12h25

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Message 10 of 24

Re: How do I contact BT with fault?

I havent used the hub in a year or so.

Is there a way of forcing it to update?

 

thanks

 

PS what is ONT?

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