Slow speeds with HH5/Smart hub not working at all

[Alex_B07]

Had a Home Hub 5 working smoothly for about 2 years with the 2.4 and 5GHz SSIDs split. Used the 2.4 for most devices as I found this was more stable. Over the last 2/3 months I've started experiencing slow speeds. The 2.4 SSID has also pretty much stopped working entirely - sometimes it doesn't appear at all and if it does it's usually very slow/wont load anything at all.

Thought this might be an issue with the Hub so spoke to BT. Had a Smart Hub sent out and it doesn't work at all. I get either a constant orange light or flashing orange light, no internet connection whatsoever.

Have spoken to BT multiple times who've said there's nothing wrong with the line etc...

I don't know what else to try. Currently reverted back to the HH5 using the 5GHz SSID - this generally works but can be slow at times and the signal in some rooms isn't great. Might be worth noting the hub is connected to the master socket and I have also tried a factory reset.

Any ideas what else I can try? 

[Technonerd]

Can you post the stats from your HH5? Go to http://192.168.1.254 - Troubleshooting - Helpdesk.

Can you try connecting the Hub to the test socket (the socket behind the removable part of the master socket), via a microfilter, if you haven't already done so?

Can you complete a quiet line test (also in the test socket) , by dialing 17070 option 2? There should be no noise other than a dull hum (if using a cordless phone).

[Alex_B07]

Hi, thanks for your relpy.

I have tried the test socket with microfilter previously and this didn't seem to have any effect.

HH5 stats are as follows:

1. Product Name: HomeHub5

2. Serial number: +076286+1613002253

3. Firmware version: v0.07.06.01239-BT (Type B) Last updated 11/3/2017

4. Board version: 01A

5. VDSL uptime: 0 days, 01:06:05

6. Data Rate: 20000 / 74011

7. Maximum Data Rate: 28108 / 76332

8. Noise Margin: 11.2 / 6.5

9. Line Attenuation: 15.8 / 14.5

10. Signal Attenuation: 0.0 / 0.0

11. Data sent/received: 21.4 MB / 172.6 MB

12. Broadband username: bthomehub@btbroadband.com

13. BT Wi-fi: Yes

14. 2.4GHz wireless network/SSID: BTHub5-SJ79-2.4GHz

15. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))

16. 2.4GHz wireless security: WPA2 Only (Recommended)

17. 2.4GHz wireless channel: 13

18. 5GHz wireless network/SSID: BTHub5-SJ79-5GHz

19. 5GHz wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))

20. 5GHz wireless security: WPA2 Only (Recommended)

21. 5GHz wireless channel: Automatic (Smart Wireless)

22. Firewall: Default

23. MAC Address: d4:63:fe:70:70:b7

24. Software variant: -

25. Boot loader: 0.5.1-BT (Wed Nov 12 11:52:05 2014)

The 2.4GHz channels is curerntly set to 13 (was automatic) - again, this does not seem to have helped at all.

I'll need to pick up a cheap landline to try the quiet line test but I will give that a go, thanks.

[Technonerd]

Your line stats are great. Are you only experiencing slow speeds over WiFi, or Ethernet too?

[Alex_B07]

I don't currently have any devices with an ethernet port to check so can only comment on wifi. As I type this, the 5GHz is working okay but I can't connect to 2.4 at all.

Any idea why I'd be getting nothing out of the smart hub at all?

[Technonerd]

Have you tried connecting the Smart Hub up exactly as you have with the HH5?

Can you connect to the 2.4GHz frequency with any device?

[Alex_B07]

I'm able to connect to the smart hub (both frequencies) but get no internet connection. The light on the hub stays orange/flashing orange. The hub manager just tells me to phone BT again.

[Technonerd]

Have you tried factory resetting the Smart Hub, as it should connect, if your HH5 does.

[Alex_B07]

Yeah have tried that - makes no sense to me!

[Technonerd]

Well, if you're sure that it's being connected up properly, then the Hub must be faulty. Stick with the HH5 for now, but I'd ring BT and ask for a replacement Smart Hub.