BT Home Hubs no longer working, and half my upload speed.

[#1]

I've been using a Smart Hub Type A for several years now, last night, around 2:30ish am, my Home Hub forgot my username and password.

No biggie, I went in and re-input them and it connected, unfortunately it was around a 4Mb/s download connection, where I had been getting 30+, while my upload was 10 Mb/s which is usual.

I have a spare Smart Hub 2 which I plugged in with similar results. I then tried the Plusnet Router and that gave me a 35 Mb/s download which is more like it, but only 6 Up which is highly confusing.

What on earth is going on?

[#2]

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

[#3]

@pvy2712 Don't understand why the Type A failed - age? Which Hub do you have connected now?

[#4]

I've got the Plusnet connected now, which is fine apart from the upload speed.

The home hub "could" have failed but I doubt both of them would have.

[#5]

Hub1 or Hub2? Not really a problem, but useful to know. Anyway if you can provide the detail requested below, maybe the Community can help, or PN Help Team staff will pick up.

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the HELP DESK tab from your Hub would be a start.

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

[#6]

About 10:00am this morning my BT Hub 6 stopped working. No internet connection. Contacted Plusnet support and they did all their tests and could not find a problem.

I then fitted a Plusnet router and it connected without a problem. Thinking it maybe a faulty BT Hub6 I set-up a spare one I had and it failed to connect to the internet as well. Stayed on the solid orange light.

I have a Plusnet engineer coming out in a couple of days.

Very strange.

[#7]

@wairds  There are no Plusnet engineers, and even if there were they would not come out to troubleshoot a 3rd party modem/router problem so who do you think is coming? If it's a Qube engineer I would cancel the visit immediately as they basically just check that that your modem/router and computer are connected up correctly, pretty basic stuff. If the Hub1 works that's it, no problem.

[#8 · Accepted solution]

,Hello @pvy2712, thanks a lot for getting in touch and I'm really sorry to hear that you're having issues with your router. Uploading a screenshot of your Helpdesk page from your Plusnet Hub might help here, as a GEA test on my end is showing upload speeds of 10Mbps. 

Are you still having these issues? 

KBD

GEA Test Detail
Circuit ID	NA	Service ID

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	39.0 Mbps
Upstream Speed	10.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	706.8
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Low
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	External
Profile Name	0.128M-40M Downstream, Interleaving Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2022-02-22T13:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	36.1 Mbps	39.4 Mbps	36.8 Mbps
Up Stream Line Rate	9.9 Mbps	9.9 Mbps	9.9 Mbps
Up Time	597.0 Sec	900.0 Sec	899.0 Sec
Retrains	0.0	2.0	0.0

[#9]

Hi @adam945 

Yes the plusnet router seems to be working fine now so... no Idea. not tried the other routers but as it's working...

Thank you.

[#10]

I configured the Plusnet router and managed to get that working satisfactorily. Consequently cancelled the BT engineer. Spoke to Plusnet support and they have no idea as to why the BT router wouldn’t work.

[#11]

Ah fair enough

I'm glad to hear that things are now working fine. Please let us know if you need any further assistance. 

[#12]

Ah fair enough, thanks for letting me know, glad things are working normally now, please let us know if you're having any further issues at all.