How do I contact BT with fault?

[imjolly]

according to your stats you are connected to a BT smart hub which is connected to an ONT - small white box

you cannot update hub firmware manually as does it automatically

[licquorice]

That's why it hasn't updated, you need to leave it connected, you can't force an update.

ONT is the optical modem that your hub connects to.

PS any chance of changing your avatar, it's totally distracting

[TessTickles]

Is that better? 🤣

[licquorice]

No, it's worse 😱

[TessTickles]

How about now?

[TessTickles]

It's not updating - still on old firmware ☹️

[imjolly]

there is no set timescale for your hub firmware to update. you just need to leave hub powered up connected to the internet.  normally happens overnight but could be tonight, next week or next month

[TessTickles]

Well I need to contact BT anyway then... I think they guarentee speeds and i get money back if they aren't the minmum of quoted.

https://www.bt.com/help/broadband/what-is-bt-s-stay-fast-guarantee- 

[imjolly]

Bear in mind the guaranteed speeds are connection speeds to the hub not connection or download speeds at any device

[TessTickles]

Definitely something wrong - BT couldn't even query the router properly, with error message "unrecognised equipment" or words to that effect. He said thats why it's not updating.

BT engineer coming out next week.

thanks for all the replies