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Message 1 of 12

Loopholes????

I've been having intermittent internet ever since I had BY infinity... yesterday night it got so bad again I needed up calling technical team today to explain what happens... the lad on the phone said there are loopholes in my Wi-Fi and he closed them... now I never heard of loopholes in WiFi... can somebody explain what they are as Google was no help
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Message 2 of 12

Re: Loopholes????

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?

 

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Message 3 of 12

Re: Loopholes????

Both... mainly when at night when I have the ps4 on (home hub 6 if that helps)... I had a feeling that it was a rubbish answer, but I could have been wrong
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Message 4 of 12

Re: Loopholes????

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.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

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.

http://speedtest.btwholesale.com/

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/


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Message 5 of 12

Re: Loopholes????

Screenshot_20170829-194915.jpg

 

 

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 

 

 

 

Screenshot_20170829-195644.png

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Distinguished Sage
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Message 6 of 12

Re: Loopholes????

You need to post the Smarthub stats and the speed test. The stats should look something like this 

 

Product name: BT Hub 6A
Serial number:
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
Signal attenuation:
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 484 MB Uploaded / 3467 MB Downloaded
Broadband username: bthomehub@btbroadband.com
BT Wi-fi: Not active

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Message 7 of 12

Re: Loopholes????

Sorry, thought I added the second photo Screenshot_20170829-195715.png

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Message 8 of 12

Re: Loopholes????

Those stats look perfect for an Infinity 1 connection.

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Message 9 of 12

Re: Loopholes????

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.


http://speedtest.btwholesale.com/


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Message 10 of 12

Re: Loopholes????

I don't have a device that is wired up with internet... the speedtest never finds an issue normally and when I have the issue I can't get into my router (not sure if this helps, but the reset button doesn't work at all)
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