You have been given the biggest piece of rubbish I have heard from a BT Customer Service Agent this week, no sorry not just this week but since time began.
As regards your problem. Does the problem happen on a wired or wireless connection or both?
What if anything have yout tried to resolve the problem?
Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.
Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.
and use this speed tester then scroll down the page and carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
As you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/
17070 is perfectly quiet...i don't have a pc/laptop to connect with wires... I tried splitting the 2.4ghz and 5ghz (another BT idea, but that made things worse) I normally have to unplug the router for half a minute and try again
You need to post the Smarthub stats and the speed test. The stats should look something like this
Product name: BT Hub 6A
Firmware version: SG4B10002244
Firmware updated: 16-Feb-2017
Board version: 1.0
Gui version: 1.32.0
DSL uptime: 1 Days, 11 Hours 14 Minutes 36 Seconds
Data rate: 9.99 kbps / 55.00 kbps
Maximum data rate: 9995 / 56141
Noise margin: 12.9 / 6.1
Line attenuation: 17.7
VPI / VCI: 0/38
Latency type: Fast Path
Data sent / received: 484 MB Uploaded / 3467 MB Downloaded
Broadband username: email@example.com
BT Wi-fi: Not active
Your hub stats look good, you are getting the maximum for Infinity 1.
If the problem is happening mainly at night and on both wired and wireless it may be that your connection is suffering from congestion.
To try and establish if it is congestion can you run the following speed test in full including the further diagnstics when the problem happens and also run it when this things are performing as they should and post the results. This test must be done with a wired connection.