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lrho
Beginner
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Message 1 of 11

Switched over from BT Infinity 1 to 2. Smart Hub slower than HH5.

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Hi everyone. Last week, I was switched from BT Infinity 1 to 2. Told that I would get 68-70 down and 20 up. Received the Smart Hub. Before I changed hubs, I checked what the HH5 was syncing at. It was at 52 down and 20 up. The Smart Hub sync consistently at 45 down and 15 up. I have checked again today. Nothing has gone up with the Smart Hub. Switched back to HH5. Again, 52 up and 20 down. I have gotten no where with BT tech support. (Lol)

Even the HH5 is not providing me with the speeds I was quoted more than once from BT.

I have a feeling there is a bug in the Smart Hub firmware given that it is a relatively new hub. Also I am disappointed in the settings in the Smart Hub. It seems to have been further limited to what you can access and change. I mean, only having wireless channels available of 1, 6, and 11? Anyway, I am still within the "cooling off" period, so was told that I can cancel without penalties until the end of this month. I would like to stay with BT if I could get this sorted.

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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Switched over from BT Infinity 1 to 2. Smart Hub slower than HH5.

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In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Please post the information from the smart hub, using this link.

 

http://192.168.1.254/0000012803/gui/#/technicalLog/information
 
Could you please post the results from the BT Wholesale speed checker, including the further diagnostics.
 
 
 

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lrho
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Message 3 of 11

Re: Switched over from BT Infinity 1 to 2. Smart Hub slower than HH5.

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Hi and thanks for the quick reply.

 

Here are some results:

 

Telephone Number *********** on Exchange BROMBOROUGH is served by Cabinet 13

 

     

Availability Date               Downstream             Upstream

                                                 High   Low            High       Low

VDSL Range A (Clean)8067.82020--Available----
VDSL Range B (Impacted)7648.92014.5--Available----
WBC ADSL 2+Up to 3.5--2 to 6Available--Yes
ADSL MaxUp to 2.5--1.5 to 5Available----
WBC Fixed Rate1 ----Available--Yes
Fixed Rate1 ----Available----
VDSL Multicast------Available----
ADSL Multicast------Available----
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lrho
Beginner
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Message 4 of 11

Re: Switched over from BT Infinity 1 to 2. Smart Hub slower than HH5.

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Product name:

BT Hub 6A

Serial number:

+084319+******

Firmware version:

SG4B100021F4

Firmware updated:

22/06/16

Board version:

1.0

Gui version:

1.28.3

DSL uptime:

0 Days, 1 Hours 15 Minutes 54 Seconds

Data rate:

15.56 kbps / 45.06 kbps

Maximum data rate:

15622 / 45759

Noise margin:

6.1 / 6.3

Line attenuation:

14.2

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

39 MB Uploaded / 1030 MB Downloaded

Broadband username:

bthomehub@*********

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-CQFG

2.4 GHz wireless channel:

Channel 6

5 GHz wireless network name:

BTHub******

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

40:C7:29:14:6F:50

Software variant:

-

Boot loader:

7.33.1

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Distinguished Sage
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Message 5 of 11

Re: Switched over from BT Infinity 1 to 2. Smart Hub slower than HH5.

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have you tried connecting your hub to the test socket and then repost hub stats
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lrho
Beginner
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Message 6 of 11

Re: Switched over from BT Infinity 1 to 2. Smart Hub slower than HH5.

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Hi! Yes it is already in the test socket. Those stats are with it being in the test socket. Thank you.

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lrho
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Message 7 of 11

Re: Switched over from BT Infinity 1 to 2. Smart Hub slower than HH5.

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Any help on this? Thanks.
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Distinguished Sage
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Message 8 of 11

Re: Switched over from BT Infinity 1 to 2. Smart Hub slower than HH5.

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you need an engineer visit your connection is below estimate
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lrho
Beginner
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Message 9 of 11

Re: Switched over from BT Infinity 1 to 2. Smart Hub slower than HH5.

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Thanks. I'm still in the cooling off period. Going to switch to another broadband company with number one customer satisfaction rating and UK call centre. Thank you for trying to help me though.
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Distinguished Sage
Distinguished Sage
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Message 10 of 11

Re: Switched over from BT Infinity 1 to 2. Smart Hub slower than HH5.

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@lrho

If you upgraded when you were still in an existing BT contract, then cancellation will incur cancellation charges.

 

You can only cancel without penaly under these conditions.

 

Cancellation of your service will be subject to the following conditions:

  • the fault must be reported within the first 90 days of your contract start date
  • speed faults will not be accepted within the first 10 days initial stabilisation period
  • all checks within your home must be completed as requested by our Helpdesk advisors
  • at least one engineer visit must be accepted if your line speed result from the BT Wholesale system speedtest* is below the Minimum Guaranteed Access Line Speed
  • BT is allowed up to 28 days to resolve the fault
  • you will be able to cease without penalty if BT is still unable to improve the speed measured by the BT Wholesale speedtest above your Minimum Guaranteed Access Line Speed.
  • the Minimum Guaranteed Speed relates to line speed only, not to download speeds.

 

So before you do anything, check your contract, or face large cancellation fees.

 

 

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