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conrad
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Message 21 of 49

Re: Ask the Experts: Hub 4

It would be really interesting to know what feed back BT were getting about the adsl stats especially given that the reply shoots itself in the foot by saying it was too complex for people to understand even though you have to use advanced settings to get the info.

 

It was all flim flam and the answers were almost akin to what you have asked is correct.

 

Anyway minor rant finishedSmiley Mad

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Message 22 of 49

Re: Ask the Experts: Hub 4

7:02 JacquiBT:
Hello everyone.
Thank for you joining our ‘Ask the Experts’ Live chat. (snipped)
----------------------------------------------------------------
7:03 imjolly 
why are there no adsl stats available on the HH4

7:12 Dave:
Hi imjolly, sorry for the delay, Emma asked me to reply on her behalf. We have made the stats in the Hub manager simpler for customers to understand, we were reacting to feedback that it was too general for the wide range of customers and tech understandings.

7:14Emma:
Hi imjolly, we have made the stats in the Hub manager simpler for customers to understand, we were reacting to feedback that it was too general for the wide range of customers and tech understandings.
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7:04 DS 
evening all. Are the antennae omni directional?

7:05 Dave:
Hi DS, yes they are
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7:05 Steve 
Are there any plans for new firmware on the hub 4 to bring new features?

7:07 Dave:
Hi Steve - yes there are. There will be more information available about this - and any new features - before each firmware drop.
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7:07 Steve
why can you not opt out of BT WIFI on the home hub 4?


7:07 Dave:
Hi Steve - you should have no problem doing this through the Hub Manager
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7:09 DS 
Personal testing - Why is the 2.4GHz range less than the HH3 when at a distance from the hub, but better close up than the HH3?

7:12 Dave:
Thanks again DS - you shouldn't find that, but this can depend on a lot of different factors in the home. I've found mine to be a bit better actually! But it should be pretty much the same for most customers.
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7:10 George 
Will the 'Home Network' page show a HH4 instead of the Current image of the HH3?

7:11 Sam:
Hi George, the HH4 image will be displayed in place of the HH3 in the next firmware release
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7:12 DS 
Is it possible for BT to allow us to move the BTWifi SSID's to another channel, leaving our own SSID on a less congested channel?

7:15 Sam:
Hi DS, moving BT Wifi SSID's to another channel is not possible on the HH4. However, we are looking closely at the wi-fi SSID's the hub broadcasts to see whether we can improve this experience.
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7:14 JamesS 
What speeds can I achieve over wifi, assuming I'm connected to 5ghz? Thanks.

7:15 Dave:
Hi James, 5GHz maximum data transfer rate of 300Mb/s; this will tend to translate as an optimal actual speeds of up to 100 Mb/s - depending on lots of factors in your home
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7:15 George 
Why did you remove the built in plastic wireless info tab with a card?

7:16 Dave:
Hi George - this was part of the design process, we've tried to make it even easier for customers to find their wireless information. Now it's not integrated it's a little bit more accessible.
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7:16 thebennyboy 
I currently have the HH3 and would like to know what noticable difference it will make having a HH4 over a HH3? We use the ethernet ports and the wireless.

7:21 Emma:
Hi the bennyboy, the main advantages of the hub 4 are the faster processor (3 x faster) and 5 GHz wifi. There is no interference with 5GHz so you get better performance and as the range isn't as wide you dont have to share the bandwidth with neighbours etc. the hub still has 2.4 GHz so you still have the range you have withhub 3 too!
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7:17 Paul 
How much faster is the processor in the home hub 4, compared to previous versions? how will this effect my online experience?

7:18 Sam:
Hi Paul, the processor is a staggering 3x faster compared to the HH3
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7:19 Guest 
Although opted out of BT wifi the hub still shows as being active

7:20 Guest 
When you opt out of BT WIFI it appears to only opt out on the 2.4ghz channel and not the 5ghz channel. Are you looking into this?

7:21 Dave:
Hi - thanks for this feedback, we'll definitely look in to it for you
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7:22 Josh 
Is it a known issue that the HomeHub 4 has problems identify the Xbox 360 as a media center extender when connected through a wired connection?

7:24 Sam:
Hi Josh, we are aware of this issue. This is a problem with the Xbox rather than the HH4 but something we are reviewing together.
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7:23 Winston 
How much power does the home hub 4 use?

7:24 Dave:
Hi Winston, I am afraid there's no simple answer as it really depends on what features are in use. But the Hub 4 meets the latest Broadband Equipment Energy Code of Conduct targets for energy consumption.
----------------------------------------------------------
7:25 Mel 
Why did you ignore your existing customers loyalty by charging them for a new hub, don't they pay enough already in their monthly fees?

7:30 Dave:
Hi Mel - we've made a lot of changes for our existing customers since the launch of the Hub 3 a couple of years ago. Our customer offer for the Hub 4 only £35 - a really big discount compared to the full price of £109! We've also created a range of recontracting deals that contain a Hub 4 for only the cost of delivery. If you're out of contract or in the last 3 months, you could take advantage of those offers as well. We really want all of our customers to be able to take advantage of these options!
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7:25 Winston 
How long did it take you to design and develop the home hub 4?

7:28 Emma:
Hi Winston, It was about 2 years when we first started the project with the first ideas and concepts
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7:27 George 
Will we get manual power save back?

Sam:
Hi George. With regards to the manual power save feature, we have looked to make this automatic for all of our customers. However, you are able to change the brightness of the lights as an additional step.
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7:28 Jade 
Does the home hub 4 support ip6 through a future upgrade?

7:29 Emma:
Hi Jade, thats something we are working on so yes something for the future
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7:31 thebennyboy 
Our house has very thick stone walls and the wireless is weak in certain rooms. We have a few devices in our house that support 5Ghz Wi-Fi. Does the HH4 also work ok with home plugs that use your power cables to provide network connectivity?

7:33 Sam:
Hi thebennyboy, the HH4 works with powerline adaptors. We currenty have a range of these availlable through the BT Shop.
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7:32 Calvin 
What future developments are in the works for home hub 4?

7:34 Dave:
Hi Calvin, thanks for your question. We're constantly looking to improve our products, and will keep all of our customers informed when changes are coming and improvement they will bring!
----------------------------------------------------
7:33 DS 
Why are the 3x antennae internal? Is this for design purposes. Also as they form part of the reverse side of the PCB, does this affect the TX and RX?

7:46 Emma:
Hi DS, you are right the antennae are internal for the design for the product. They are on the back of the PCB as thats where the space is! There is no affect on the TX and RX - the hub is set up with TX and RX at the antenna and we measure outside the case
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7:34 George 
How many wireless devices does the HH4 support simultaneously?

7:36 Sam:
George, our testing has shown the HH4 works with up to 20 devices simultaneously.
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7:34 Ken 
Is there an online guide as no instructions came with my hub?

7:36 Dave:
Hi Ken - you can find these at www.bt.com/help/hub4 - there's one for BT Infinity and one for BT Broadband. Hope you find them helpful!
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7:36 Abbie 
Does the home hub 4 keep an adsl connection from dropping out better than home hub 3?

7:38 Dave:
Hi Abbie - it certainly does! And it does that by using dual band wireless. The 5GHz band avoids the many, really annoying causes of wireless interference and prevents drop-outs. If your devices aren't ready for 5GHz, we can offer a USB dongle so you can experience the full benefit of dual band.
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7:38 Keith 
Where do you keep customers informed with what fixes and changes have been made in firmware updates? New website for this maybe?

7:48 Emma:
Hi Keith, keep a check on the announcements board, we will post up news about firmware releases and whats included
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7:39 George 
With regards to the ADSL stats, as they were in the 'Advanced Settings' these would only be looked at mostly by the advanced users and whom would require the additional info. Helps very much with diagnostics.

7:42 Sam:
George,you make a valid point. Thank you for your feedback. However, we decided on this approach for simplicity for our wider customer base. This is something we will be monitoring and taking feedback on regularly.
------------------------------------------------   
7:42 imjolly 
do test show if the HH4 is better holding the internet connection than previous HH ie it will not drop the line so easily?

7:44 Dave:
Hi imjolly - they do, yes. As I mentioned to Abbie, 5GHz really helps avoid wireless interference and gives us unbeatable wireless reliability. We've also got lots of information on how to minimise interference and improve performance on 2.4Ghz - you can find that here http://bt.custhelp.com/app/answers/detail/a_id/38072/kw/interference/c/346,502,505
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7:43 Ken 
Does the 10 day stabilisation period apply if just upgrading to HH4?

7:45 Sam:
Hi Ken, the 10 day stabilisation period only applies to customers new to BT, not those who have upgraded from previous versions of the Hub
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7:44 Ann 
Can the USB port on the back of the home hub 4 be used as a network drive/printer server? If not will this feature be added?

7:46 Dave:
Hi Ann, it can - but this isn't something we support. The port is ready to go for customers who want to use it, but it's not something we're able give technical advice on I'm afraid.
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7:46 Sally 
How can I change to this new hub and does it cost me more :0

7:48 Dave:
Hi Sally. We've tried to make this as easy and cost effective as possible for all our customers! There are two simple ways to get a Hub 4 - the first is to visit www.bt.com/hub4 and upgrade for £35. For anyone who is out of contract or in the last 3 months we have great recontracting deals that include a free Hub 4 (you just have to pay for delivery) - you can discuss those with our Customer Options Team! Hope that helps!
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7:48 Ken 
In which direction should HH4 point in relation to the device in use for maximum efficiency?

7:51 Sam:
Hi Ken, it should not matter which direction you point the the HH4 in relation to your device. However, it is a good idea to avoid too many devices blocking the Hub (i.e. other electrical devices in the immediate area)
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7:49 Mel 
Is it possible to turn off the lights on the bt home hub 4 altogether through hub manager? For example if you wish to use it as a slave hub. Can you add this feature?

7:51 Dave:
Hi Mel - as you've probably notice we've changed from 3 lights to one main light. The blue light tells you that everything is ok with the Hub. So I'm afraid you can't turn the lights off altogether - even if you're using the Hub as a slave. You can dim them through Hub Manager though.
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7:50 Mike 
Using HH4 as a repeater results in orange blinking for the power light and broadband light stays steady orange. The internet connection is fine but how can this be fixed?

7:51 Emma:
Hi Mike, this is not supported
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7:51 George 
Can you confirm the latest firmware? The BT Help site says 4.7.5.1.83.8.130.1.5.1.1 however mine had that firmware and has since changed (4.7.5.1.83.8.130.1.10)!

7:53 Sam:
George, 4.7.5.1.83.8.130.1.10 is the latest version. The FAQ is in the process of being updated. Thanks for the feedback.
--------------------------------------------
7:54 Andy 
BT WIFI remains as active in hub manager when i opt out and only seems to disable on the 2.4ghz channel. Are you aware of this issue?

7:54 Dave:
Hi Andy, we had a few questions about this earlier on - we're looking in to this and will update the community once we have an answer for you!
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7:55 JacquiBT:
Hi Folks, 5 minutes left, we have room for a few more questions
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7:56 George 
With previous Home Hubs there have been issues with the time on the Hub (eg when clocks changed), as there is now no manual adjust of the time or pointing it to a different time server, have the problems been fixed your end and so will not duplicate with the HH4?

7:58 Emma:
Hi George, yes we have that fully fixed now, so no problem when we fall back this autumn
---------------------------------------------
7:58 thebennyboy 
Does the HH4 have better line diagnosis. So lets say there is a fault on the line, will the HH4 be able to detect line faults and perhaps inform the customer and BT to the fault?

7:59 Dave:
Hi thebennyboy - the Hub lights will change to tell the customer there's a problem, then our advisors have a lot of information available to them to find and fix the problem!
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7:58 Andy 
WPS was in the news for being hacked and the security breached. Does the home hub 4 include a new secure version?

8:00 Sam:
We disabled on HH3 for that reason, there is now no longer a pin feature for WPS, it has been replaced by a more secure button on the HH4. You can see which devices are conencted via your Hub Manager
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8:00 Sean Donnelly:
Thank you very much for all the questions. I hope you guys have found this as useful as we have. We would like to thank our experts Emma, Sam and Dave for giving us their time to answer your questions tonight.
8:01 Sean Donnelly:
I am sorry if you have not had a chance to ask a question but there are only so many we can answer in an hour. Rest assured if you have any unanswered question please feel free to post them on the forum and we will endeavour to provide an answer as soon as possible.

The chat is now closing, we hope you have enjoyed it and found it informative, we would like to thank you for joining and wish you all a goodnight

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Distinguished Sage
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Message 23 of 49

Re: Ask the Experts: Hub 4


@conrad wrote:

@Keith - is it at all possible to use live chat and request ( or demand) that they post the current adsl stats for you.  Is this a workable option at all?


I doubt that very much, the very limited information that is presented to them, is unlikely to be much help. Anyway, Live Chat is only for billing and account issues, there is not one for technical help, that I am aware of.

 

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db218
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Message 24 of 49

Re: Ask the Experts: Hub 4

Re: Q6

Q6. Is there a known issue why the wireless speed is faster than via ethernet?

Silly question, anyone should be able answer this themselves, first think:

 

  1. is the wired connection using the GigE port ?
  2. are all the switches between the Router and computer Gigabit switches ?

 

  • WiFi 802.11g limit is 54 Mbps,
  • Standard Ethernet limit is 100 Mbps, Gigabit ethernet is 1000 Mbps

So any 802.11n WiFi stands a good probablity of being faster than standard wired ethernet connection.

I am getting 130 Mbps on wifi. 🙂

 

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db218
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Message 25 of 49

Re: Ask the Experts: Hub 4

Q9. Is the HH4 going to be used for BT's new offering of 4G, if so is this built in?

Q9 is also a silly question if you ever read the OFCOM press release. BT are not going to be offering a 4G service, the 4G bandwidth is to be used for point to point delivery of broadband in difficult (read not economically viable for fibre) areas. The Radio frequencies currently used and released, by the digital dividend, for use in 4G are quite capable for transmissions over 25 Miles, particularly if beamed with dishes.

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db218
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Message 26 of 49

Re: Ask the Experts: Hub 4

If I had been present in the chat

 

I would have asked:

 

Why is the event log so pathetic, the pagination is rubbish, <Next> and <Previous> only, the searching is only on a single page, we should be able to display the log in a single page, save it to a file e.g. a PDF, email it to ourselves etc. Even when filtered many of the results are multi-page.

 

I agree with some of the other commenters that it was a waste of an hour, with good questions being filtered out by the moderator/host

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Message 27 of 49

Re: Ask the Experts: Hub 4


@db218 wrote:

Re: Q6

Q6. Is there a known issue why the wireless speed is faster than via ethernet?

Silly question, anyone should be able answer this themselves, first think:



I'm not fussed if you think it's silly:). If you read through some of the forums, some of us have reported difficulties when using any of the ports on the rear of the HH4. I guess your HH4 isn't one of them. BT's own diagnostics page also gives me lower results over ethernet (any port).

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Message 28 of 49

Re: Ask the Experts: Hub 4


@db218 wrote:

Q9. Is the HH4 going to be used for BT's new offering of 4G, if so is this built in?

Q9 is also a silly question if you ever read the OFCOM press release. BT are not going to be offering a 4G service, the 4G bandwidth is to be used for point to point delivery of broadband in difficult (read not economically viable for fibre) areas. The Radio frequencies currently used and released, by the digital dividend, for use in 4G are quite capable for transmissions over 25 Miles, particularly if beamed with dishes.


Again, not fussed:). BT have bought in to 4G. I have read that too, plus I've also read that it may be in every house that's supplied by BT. A BT sim card has also been mentioned.

 

I guess time will tell....

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Distinguished Sage
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Message 29 of 49

Re: Ask the Experts: Hub 4


@db218 wrote:

If I had been present in the chat

 

I would have asked:

 

Why is the event log so pathetic, the pagination is rubbish, <Next> and <Previous> only, the searching is only on a single page, we should be able to display the log in a single page, save it to a file e.g. a PDF, email it to ourselves etc. Even when filtered many of the results are multi-page.

 

I agree with some of the other commenters that it was a waste of an hour, with good questions being filtered out by the moderator/host


You may have asked that question but like many of my questions and that of DS yours may have ended up in the not answered pile



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Message 30 of 49

Re: Ask the Experts: Hub 4


@imjolly wrote:

@db218 wrote:

If I had been present in the chat

 

I would have asked:

 

Why is the event log so pathetic, the pagination is rubbish, <Next> and <Previous> only, the searching is only on a single page, we should be able to display the log in a single page, save it to a file e.g. a PDF, email it to ourselves etc. Even when filtered many of the results are multi-page.

 

I agree with some of the other commenters that it was a waste of an hour, with good questions being filtered out by the moderator/host


You may have asked that question but like many of my questions and that of DS yours may have ended up in the not answered pile


Aye, on the heap!:(

 

But if it was answered, then the already filled out and waiting to pasted answers may not be what we were expecting to see....

 

7:12 Dave:
Hi imjolly, sorry for the delay, Emma asked me to reply on her behalf. We have made the stats in the Hub manager simpler for customers to understand, we were reacting to feedback that it was too general for the wide range of customers and tech understandings.

7:14Emma:
Hi imjolly, we have made the stats in the Hub manager simpler for customers to understand, we were reacting to feedback that it was too general for the wide range of customers and tech understandings.

 

 

I would guess to say, based on helping out on here, that many DON'T KNOW about the stats page.

Plus, who's feedback, not mine for sure!

IMHO it's other dept's in BT whom don't understand.

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