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FostersKat
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Message 1 of 23

ACER google chrome not connecting to bt hub 5

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Hi,

I am having difficulty using my BT hub 5 on an acer google chrome laptop, especially playing any form of video, tv etc

I have separated the 5GHz and 2GHZ and removed the smart feature. Mobile phone and another laptop fine.

It also works perfectly on another provider's wifi  just not the hub.

Surely cant be the only bt customer thats had this issue.

Any help to resolve would be appricated.

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gg30340
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Message 2 of 23

Re: ACER google chrome not connecting to bt hub 5

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If you can be more specific with what the problem is. Your title states not connecting to hub 5 and your message states difficulty using it when playing video,tv etc which implies it is connected to the hub.

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FostersKat
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Message 3 of 23

Re: ACER google chrome not connecting to bt hub 5

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Hello,

The hub is blue, signal on laptop says strong which would suggest its connected however the laptop buffers or freeezes on all videos, and won't zoom call for example 

If this is more helpful i would be grateful for assistance. 

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gg30340
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Message 4 of 23

Re: ACER google chrome not connecting to bt hub 5

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Are you able to surf the Internet apart from the video problem?

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FostersKat
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Message 5 of 23

Re: ACER google chrome not connecting to bt hub 5

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Yes everything else seems fine.

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gg30340
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Message 6 of 23

Re: ACER google chrome not connecting to bt hub 5

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Is it an Acer Chrome Book laptop or an Acer laptop that runs Windows and your problem is with the Google Chrome browser?

If it is a Windows laptop have you tried a different browser?

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FostersKat
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Message 7 of 23

Re: ACER google chrome not connecting to bt hub 5

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Its an Acer chromebook laptop.

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gg30340
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Message 8 of 23

Re: ACER google chrome not connecting to bt hub 5

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Can you run this speed test and post back a screen shot of the results.

https://speedtest.btwholesale.com/

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FostersKat
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Message 9 of 23

Re: ACER google chrome not connecting to bt hub 5

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FostersKat_0-1590089063957.png

 

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gg30340
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Message 10 of 23

Re: ACER google chrome not connecting to bt hub 5

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Your download speed is very low and I would not expect great results in trying to stream video with that sort of speed.

Has this problem recently started or have you always had problems streaming video?

Do you know if this is the normal speed that you get? 

Can you try the speed tester on another device to see what results it gets and can you post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk.

http://bthomehub.home/


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