Usual Password Disaster BT

[Lesley_W]

I'm sorry this is still causing you trouble @dave2951 

I'd recommend doing the online checker again and then it will check if there's still a fault detected or give you the option to get in touch with a guide who can help further and escalate this if needed to get a resolution.

Lesley
 

[dave2951]

That link takes me to EE who then do not accept my log in details

[Lesley_W]

How did you initially run the troubleshooting to arrange an engineer @dave2951?

The link should refer to that, but doing it the way you did last time will work too 🙂

Lesley

[dave2951]

We've found a problem
BT Smart Hub 6A status: amber
BT Smart Hub 6A
Poor connection
Completed:
Test results
Your broadband is slow or unstable and this might be caused by your set-up.
Current:
Set-up checks
Time: 5 minutes
Follow our steps to check your set-up is correct. If you're still having problems after the checks, you'll be able to book an engineer.
Book engineer

The HUB is showing Blue not Amber

[Lesley_W]

Did you book another engineer @dave2951?

It does seem like there still is an issue somewhere if the checks are identifying a problem.

Lesley

[dave2951]

I have been trying to find a link where they can without having to again send a Engineer but they can look at the issues from their end. I realise my Hub is quite old but the Engineer stated it was better than what they supply now.

[Lesley_W]

Are you able to give the technical team a call @dave2951?

It may be better to speak to a guide directly so they can assess the situation with all of the information available and see if an engineer is needed again.

Lesley

[dave2951]

I spoke with a Agent this morning who wanted photos of the Hub and new Junction Box having explained a Engineer had attended. The Agent stated there was a shortage at the Hub and so sold me a new plan with new Hub and repeater so I wait for Monday when this is delivered.

[chrisjp]

"The Agent stated there was a shortage at the Hub..."

Did they agent explain what he/she meant by "a shortage at the hub"? This doesn't make sense to me, unless it was an odd way of saying your hub was found to be faulty.
But if the BT engineer who visited hadn't found a fault with the hub, how come the agent could, over the telephone?
Is the new plan you've been sold the same price as your current one?

[dave2951]

Yes same price same plan but with a new Hub and Repeater think they call it a disc I will try it and see if it improves the situation even though I had the same thoughts as you.