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Slimbridge
Beginner
998 Views
Message 1 of 8

Smart Hub connection failure when uploading files

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Hello,
 
I have Fibre to the Home and a BT Smart Hub and am having the same issue as mentioned in a few previous threads on this forum:
 
The broadband and hub work perfectly well for general browsing and uploading of small files, with good speeds. But on uploading a larger file of anything over around one hundred megabytes, the upload fails along with the entire network for a few minutes, before it restarts.
 
In other threads the product team have been able to tweak a few settings and users have reported the problem as solved. This is my ideal solution - preferable to any limiting of upload speeds or switching to third party routers.
 
I have telephoned customer services to no avail, after being bounced around a few departments to reach the Fibre Team they were unable to identify any specific issue, they seemed unable to understand that I was not concerned about general upload speeds, but rather this occasional failure.
 
My helpdesk details are here:
Product name:
BT Hub 6A
Serial number:
+084318+NQ81026281
Firmware version:
SG4B1000B540
Firmware updated:
06-Jul-2018
Board version:
1.0
Gui version:
1.64.0
WAN:
PPP Connected
Data sent / received:
12373 MB Uploaded / 65665 MB Downloaded
Broadband username:
bthomehub@btbroadband.com
BT Wi-fi:
Active
2.4 GHz wireless network name:
BTHub6-RQ59
2.4 GHz wireless channel:
Smart (Channel 11)
5 GHz wireless network name:
BTHub6-RQ59
5 GHz wireless channel:
Smart (Channel 36)
Wireless security:
WPA2 (Recommended)
Wireless mode:
Mode 1
Firewall:
On
MAC address:
38:35:FB:B3:92:7B
Software variant:
-
Boot loader:
9.2.0

Any help appreciated!

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7 REPLIES 7
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Smart Hub connection failure when uploading files

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Slimbridge
Beginner
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Message 3 of 8

Re: Smart Hub connection failure when uploading files

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Great, thanks Keith!
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PaddyB
Moderator
Moderator
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Message 4 of 8

Re: Smart Hub connection failure when uploading files

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Hi @Slimbridge ,

I'm sorry you're experiencing issues with your connection when uploading large files. If you send me in your details, I'll be able to get this investigated.

I've sent you an private message with details on how you can contact the mod team. If you could please follow those instructions. Once I have your details, we'll get this investigated and contact you directly.

Thanks

PaddyB

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NeilO
Moderator
Moderator
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Message 5 of 8

Re: Smart Hub connection failure when uploading files

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Hi @Slimbridge  thanks for sending over your details, I've raised a case with the Hub team and they have applied the fix. Can you test this and post back to let me know if its working ok now?

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Slimbridge
Beginner
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Message 6 of 8

Re: Smart Hub connection failure when uploading files

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Thanks for the very quick response Neil, when I finish work today I will give it a try and report back.

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Slimbridge
Beginner
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Message 7 of 8

Re: Smart Hub connection failure when uploading files

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Thanks @NeilO , that seems to have worked, no problems uploading when I tested. Thanks very much for the quick and effective response!

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NeilO
Moderator
Moderator
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Message 8 of 8

Re: Smart Hub connection failure when uploading files

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Hi @Slimbridge brilliant I'm glad that's sorted Smiley Very Happy

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