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steutd2018
Contributor
346 Views
Message 1 of 21

No upload speed

Hi
As of 8.10 this morning my I lost all speed on my internet. Smart hub still showing blue.
Speed check done and shows no upload speed but normal download speed (29mb) however internet will not work.
Have logged with bt who have done the usual “we need to make sure it’s not your equipment etc”
They have advised an engineer visit
However from experience I know this will be a problem with the cabinet.
Had a similar problem last year which was finally put down as congestion.
Can a moderator help look into this for me,
I’m on the LONGEATON exchange, cabinet 21

Appreciate any help you can give.
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20 REPLIES 20
Sage
Sage
333 Views
Message 2 of 21

Re: No upload speed

Could you post the connection stats from the hub.

HH6 Advanced settings/technical log/information.

 

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steutd2018
Contributor
322 Views
Message 3 of 21

Re: No upload speed

Product name: BT Hub 6A
Serial number: +084316+NQ64332438
Firmware version: SG4B1000E016
Firmware updated: 20-May-2019
Board version: 1.0
Gui version: 1.105.0
DSL uptime: 0 Days, 16 Hours 27 Minutes 46 Seconds
Data rate: 8.28 Mbps / 31.10 Mbps
Maximum data rate: 8379 / 35991
Noise margin: 6.1 dB / 6.1 dB
Line attenuation: 20.8 dB
Signal attenuation: 0 dB / 20.8 dB
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 48 MB Uploaded / 76 MB Downloaded
Broadband username: bthomehub@btbroadband.com
BT Wi-fi: Active
2.4 GHz wireless network name: BTHub6-PH7H
2.4 GHz wireless channel: Channel 6
5 GHz wireless network name: BTHub6-PH7H
5 GHz wireless channel: Channel 36
Wireless security: WPA2 (Recommended)
Wireless mode: Mode 1
Firewall: On
MAC address: 24:20:C7:46:9A:3B
Software variant: -
Boot loader: 7.33.1
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Moderator
Moderator
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Message 4 of 21

Re: No upload speed

Hi @steutd2018,

I'm sorry you're experiencing issues with your connection. Can you try factory resetting your hub?

Thanks

PaddyB

Community ModeratorPaddyB
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steutd2018
Contributor
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Message 5 of 21

Re: No upload speed

Hiya, I will give this a try tonight.
I’ve just noticed the firmware was updated dated 20/05. The problem I have started at 8.10am on the 21/05 and all my devices went down at the same time. Could this be related?
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Moderator
Moderator
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Message 6 of 21

Re: No upload speed

Hi @steutd2018,

The firmware update shouldn't affect your upload speeds. Post back once you've done the factory reset and let me know if you seen an improvement.

Thanks

PaddyB

Community ModeratorPaddyB
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steutd2018
Contributor
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Message 7 of 21

Re: No upload speed

Hi,
Factory reset down, no improvement. Hub light is blue but internet doesn’t function
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Moderator
Moderator
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Message 8 of 21

Re: No upload speed

Hi @steutd2018,

Thank you for posting back and for trying the factory reset. I'm sorry that didn't work. I'd like to take a look at your connection and run a few test on your line.

I've sent you an private message with details on how you can contact the team.

Thanks

PaddyB

Community ModeratorPaddyB
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Distinguished Sage
Distinguished Sage
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Message 9 of 21

Re: No upload speed

are you conencting wired or wireless?  if wireless can you try wired as router shows conencted

try running btspeedtester  http://www.speedtest.btwholesale.com/



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steutd2018
Contributor
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Message 10 of 21

Re: No upload speed

Both. Speed tests struggle to run as there’s no internet connection
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