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imjolly
Distinguished Sage
Distinguished Sage

on ‎25-08-2022 12h29

1,382 Views
Message 11 of 24

Re: How do I contact BT with fault?

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



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licquorice
Distinguished Sage
Distinguished Sage

‎25-08-2022 12h29 - edited ‎25-08-2022 12h32

1,382 Views
Message 12 of 24

Re: How do I contact BT with fault?

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

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TessTickles
Aspiring Contributor

on ‎25-08-2022 12h37

1,370 Views
Message 13 of 24

Re: How do I contact BT with fault?

Is that better? 🤣

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licquorice
Distinguished Sage
Distinguished Sage

on ‎25-08-2022 12h40

1,368 Views
Message 14 of 24

Re: How do I contact BT with fault?

No, it's worse 😱

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TessTickles
Aspiring Contributor

on ‎25-08-2022 14h02

1,344 Views
Message 15 of 24

Re: How do I contact BT with fault?

How about now?

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TessTickles
Aspiring Contributor

on ‎26-08-2022 10h51

1,300 Views
Message 16 of 24

Re: How do I contact BT with fault?

It's not updating - still on old firmware ☹️

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imjolly
Distinguished Sage
Distinguished Sage

on ‎26-08-2022 10h59

1,295 Views
Message 17 of 24

Re: How do I contact BT with fault?

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



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TessTickles
Aspiring Contributor

‎26-08-2022 11h11 - edited ‎26-08-2022 11h13

1,290 Views
Message 18 of 24

Re: How do I contact BT with fault?

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- 

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imjolly
Distinguished Sage
Distinguished Sage

on ‎26-08-2022 11h44

1,279 Views
Message 19 of 24

Re: How do I contact BT with fault?

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



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TessTickles
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‎26-08-2022 14h02 - edited ‎26-08-2022 14h03

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Message 20 of 24

Re: How do I contact BT with fault?

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

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