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Webber051
Beginner
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Message 1 of 19

Unresolved Complaints

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I am getting to the end of my tether with the lack of resolution to an ongoing complaint regarding the speed of my broadband. The ‘complaints’ team are useless. I have had engineer appointment cancelled, rearranged and didn’t turn up. Not sure how to resolve, and can only think that the next step is to escalate to Ofcom? Anybody got any ideas??
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18 REPLIES 18
Moderator
Moderator
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Message 2 of 19

Re: Unresolved Complaints

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Hi @Webber051

Welcome to the community and thanks for your post!

I'm sorry that you're having problems with your broadband.  Do you have BT Infinity (fibre optic) or BT Total (copper) Broadband?

I appreciate that you may have been through all this before but I'd like to start from square one from here meaning that if we (the mods) have to pick up your case we know that everything else has been ruled out.

Please enter your phone number is >> DSL Checker << and post back a screenshot showing your estimate. (Please remember to remove your phone number from the screenshot before posting back).

Also, can you post your Hub stats?  You can get these by accessing your Hub manager.  You can access your Hub manager by typing (or pasting) 192.168.1.254 into your web browser.  For the Hub 5, click on advanced, troubleshooting, helpdesk.  For the Smart Hub, click advanced and technical log.

Finally, run >> this speed test << using a wired connection and post a screenshot of that also.  Just remember that when the first test completes, scroll down and choose "further diagnostics" which will run a more in depth test and will show your IP profile etc.

Whenever we hear word back from you we'll take it from there.

Cheers,

Robbie

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Webber051
Beginner
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Message 3 of 19

Re: Unresolved Complaints

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Thanks


Back
This is a list of your BT Smart Hub settings and current statistics.


Product name: BT Hub 6A
Serial number: +084316+NQ72427976
Firmware version: SG4B1000B522
Firmware updated: 06-Mar-2018
Board version: 1.0
Gui version: 1.64.0
DSL uptime: 0 Days, 4 Hours 52 Minutes 9 Seconds
Data rate: 949 Kbps / 568 Kbps
Maximum data rate: 949 / 643
Noise margin: 10.7 dB / 6.4 dB
Line attenuation: 35.1 dB
Signal attenuation:
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 4102 MB Uploaded / 4120 MB Downloaded
Broadband username: bthomehub@btbroadband.com
BT Wi-fi: Active
2.4 GHz wireless network name: BTHub6-H678
2.4 GHz wireless channel: Channel 6
5 GHz wireless network name: BTHub6-H678
5 GHz wireless channel: Channel 36
Wireless security: WPA2 (Recommended)
Wireless mode: Mode 2
Firewall: On
MAC address: B8:EE:0E:B3:FD:B5
Software variant: -
Boot loader:
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Webber051
Beginner
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Message 4 of 19

Re: Unresolved Complaints

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Cabinet 22
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

High Low High Low
VDSL Range A (Clean) 4.6 2.2 1.2 0.8 1.4 Available -- --
VDSL Range B (Impacted) 4.6 1.6 1.2 0.5 1.2 Available -- --
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTP Availability Date



FTTP on Demand 330 30 -- Available -- --
ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date


Left in Jumper

WBC ADSL 2+ Up to 1 -- 1 to 3.5 Available -- --
WBC ADSL 2+ Annex M Up to 1 Up to 0.5 1 to 3.5 Available -- --
ADSL Max Up to 1 -- 0.75 to 2.5 Available -- --
WBC Fixed Rate 0.5 -- -- Available -- --
Fixed Rate 0.5 -- -- Available -- --
Other Offerings




Availability Date



VDSL Multicast -- -- -- Available -- --
ADSL Multicast -- -- -- Available -- --
Premise environment

Status

Bridge Tap U
VRI N
NTEFaceplate N
Last Test Date 09-03-2018
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Webber051
Beginner
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Message 5 of 19

Re: Unresolved Complaints

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Hi - thanks for your response, I have pasted the details requested. My service is supposedly BT Infinity!!! Look forward to hearing from you
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Moderator
Moderator
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Message 6 of 19

Re: Unresolved Complaints

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Hi @Webber051

Thanks for posting back and providing the info I asked for.

You must be a good distance from your cabinet with that estimate.  I can see from your Hub stats that the speed is still falling short of your estimate.  How do you have everything connected?  Are you running off an extension socket?

Ideally, we'd ask for you to connect to the test socket to rule out any internal issues.  Can you confirm which type of socket you have?  See this link >> What type of master socket do I have? <<

Post back and we'll take it from there.

Cheers,

Robbie

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Webber051
Beginner
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Message 7 of 19

Re: Unresolved Complaints

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Hi - it’s set up on the master socket - which is the split type and doesn’t require a filter. We are a good distance from the cabinet. It was working for a while at 3.2mbps which was okay, but all of a sudden dropped to the current levels which are not okay. Appreciate your help. Many thanks
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Moderator
Moderator
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Message 8 of 19

Re: Unresolved Complaints

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Hi @Webber051

Thanks again for posting back!

Can you remove the screws on each side of the socket and connect directly to the test socket which will be behind the faceplate in the bottom right hand corner?  Do you have a filter as you will need one just for the purpose of connecting to the test socket?

Once connected to the test socket and in sync, post your Hub stats again and we can compare the stats to the ones you posted earlier.

Cheers,

Robbie

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Webber051
Beginner
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Message 9 of 19

Re: Unresolved Complaints

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There you go, the results via the test socket.

Product name: BT Hub 6A
Serial number: +084316+NQ72427976
Firmware version: SG4B1000B522
Firmware updated: 06-Mar-2018
Board version: 1.0
Gui version: 1.64.0
DSL uptime: 0 Days, 0 Hours 4 Minutes 36 Seconds
Data rate: 965 Kbps / 584 Kbps
Maximum data rate: 961 / 649
Noise margin: 9.9 dB / 6.5 dB
Line attenuation: 35.1 dB
Signal attenuation:
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 8192 MB Uploaded / 8192 MB Downloaded
Broadband username: bthomehub@btbroadband.com
BT Wi-fi: Active
2.4 GHz wireless network name: BTHub6-H678
2.4 GHz wireless channel: Channel 6
5 GHz wireless network name: BTHub6-H678
5 GHz wireless channel: Channel 36
Wireless security: WPA2 (Recommended)
Wireless mode: Mode 2
Firewall: On
MAC address: B8:EE:0E:B3:FD:B5
Software variant: -
Boot loader: 9.2.0
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Moderator
Moderator
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Message 10 of 19

Re: Unresolved Complaints

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Hi @Webber051

Thanks for posting back and for trying everything I suggested.

There is no real change comparing your stats to the ones you posted earlier so we will need to take your details to take a closer look at your connection.

Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.

Cheers,

Robbie

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