Hi all,

Ive got the old (white) version of the BTphonehub and its been working for well over a year with no problems. Lately i've had a lot of connection problems. It either wont connect at all or is so sloooooow its unusable.

I've phoned the tech help line several times and spent many hours so far talking to India to get no where.

I re-set everything and started again. That seemed to solve the problem for a couple of days but now I can only get reasonable speed through an eathernet cable but its still too slow to use through wireless. When I say slow imagine a 56k modem after a day chillin in the sun eating and smoking some herb. Then times it by 10.

My laptop can find and connect to other wireless networks (neighbours etc) and I dont have a problem with speed. BT have checked the line and say its running very high speeds so no problem with the line. My laptop shows a very high signal strength to my hub.

After another 3 hours on the phone last night and doing everything they ask they guy then tells me there is absolutely no problem with the hub and it must be my antivirus software and they can no longer offer me any support to solve the problem.

I turned all antivirus and firewalls off and I still get the same problem.

I'm not a computer genius but to me by process of elimination. Is it not the wireless part of the hub thats faulty?

BT refuse to send a new hub and from last night say they cant help me solve the problem because its nothing to do with them.

I dont know what to do now apart from cancel with BT and go somewhere else. I am out of contract so it is possible to move somewhere else.

Is it just a coincedence that the hub went out of warrenty a few weeks ago and my contract ended? :rubchin:

Has any kind person got any other suggestions?

My BT homehub decided to spontaneously change the wireless channel a while back and we get a lot of interference on the default channel, so have you checked that. Or maybe one of your neighbours has got a new baby monitor or something similar which is interfering.

Hi all,

Ive got the old (white) version of the BTphonehub and its been working for well over a year with no problems. Lately i've had a lot of connection problems. It either wont connect at all or is so sloooooow its unusable.

I've phoned the tech help line several times and spent many hours so far talking to India to get no where.

I re-set everything and started again. That seemed to solve the problem for a couple of days but now I can only get reasonable speed through an eathernet cable but its still too slow to use through wireless. When I say slow imagine a 56k modem after a day chillin in the sun eating and smoking some herb. Then times it by 10.

My laptop can find and connect to other wireless networks (neighbours etc) and I dont have a problem with speed. BT have checked the line and say its running very high speeds so no problem with the line. My laptop shows a very high signal strength to my hub.

After another 3 hours on the phone last night and doing everything they ask they guy then tells me there is absolutely no problem with the hub and it must be my antivirus software and they can no longer offer me any support to solve the problem.

I turned all antivirus and firewalls off and I still get the same problem.

I'm not a computer genius but to me by process of elimination. Is it not the wireless part of the hub thats faulty?

BT refuse to send a new hub and from last night say they cant help me solve the problem because its nothing to do with them.

I dont know what to do now apart from cancel with BT and go somewhere else. I am out of contract so it is possible to move somewhere else.

Is it just a coincedence that the hub went out of warrenty a few weeks ago and my contract ended? :rubchin:

Has any kind person got any other suggestions?

I will second "trundlenuts" comments, had the same problem some time ago(with the white one) and changed the channel number, and no problem since.

Have a look on google and look for a program to do with checking numbers and it will tell you your neighbours channel numbers, pick one that is not used, and use that

or try Netsurveyor

Radiotwo

Edited 3 July, 200917 yr by RADIOTWO
more info

Yup. Loz had a similar issue, and a channel change cured it for her.

Have you solved your problem Octimark? If not ask a friend with a laptop and see if he can connect to your wireless hub, if he can then your laptop wireless modem needs attention. If no one can cannect at a decent speed then try Trundlenuts solution, haven't done this myself but it appears it is possible.

My mate has a BT hub, the wireless has never worked. Well it did once after I had a go at it but then BT did something and it stopped.

Fire up your laptop and go to 'Run' - in the start menu or [Windows key] + R

Type in - ipconfig

Hit enter.

you should get a list of stuff. Take a note of the default gateway number ***.***.***.***

Open up your browser and type in - http://

followed by the gateway number

that should conenct you to the hub.

If it asks for a user name and password it's normally "admin" for both of them.

You can tweak the settings from in there like changing channel.

Update:

Well ive had no end of computer related problems at work the last 2 weeks, including a ongoing problem with my broadband connection and computers going down:rolleyes:

Anyway back to the original post.

As I had to get a new router for work I decided to get one with wireless capacity as well. I dont need wireless for work but its there if required (visitors, staff etc). BT were insistant that it wasnt a problem with the Hub however by process of elimination everything was suggesting the problem was the hub. I took my laptop to work and connected to the wireless network. Guess what? No problems connecting and no problems accessing the internet. So this confirmed the problem was with the hub and not my laptop.

I tried to change the wireless channel but it didnt make any difference so was still not working. Theres a possibility I didnt actually manage to change the channel so I didnt rule that out.

The new Hub arrived yesterday so when I got home last night I connected it up and surprise surprise it all works no problem.

So in conclusion the BT staff at the call centre in India who read from a script dont have any technical knowledge and will not help you if the problem carnt be solved by going through the motions on their computer screen. Very poor service from a company I have always used because of the excellent service and reliability.

I'm convinced theres a link to the hub not working and me being a 2/3 weeks out of a 12 month contract. Obviously theres no way to prove anything and it may just be coincidence but now i'm very skeptical.

So problem solved with a new hub which of course means i'm in a new contract for 12 months, how convenient for BT.

Now to solve the problem at work:rolleyes:

My internet connection keeps dropping out. I've installed a new router and hub. I've contacted BT to test the lines and my ISP to check everything out. BT line test comes back as everything working fine. My ISP (who isnt BT) has checked everything (inclusing another BT line test) and cant find anything wrong. However they can see that the router keeps being disconnected and then reconnects many many times a day (50-100 times).

Hence why ive changed the router, then the hub (just in case), ive even changed the cables (not a wireless network but ethernet). As per my problem at home, process of elimination suggest the problem is not my network or with my router but with the phone line or my ISP.

Both say theres no problems so now I dont know what else to do to solve the problem. Any pointers are, as always, appreciated.

Thanks for all the commenst so far guys & gals

Update:

Well ive had no end of computer related problems at work the last 2 weeks, including a ongoing problem with my broadband connection and computers going down:rolleyes:

Anyway back to the original post.

As I had to get a new router for work I decided to get one with wireless capacity as well. I dont need wireless for work but its there if required (visitors, staff etc). BT were insistant that it wasnt a problem with the Hub however by process of elimination everything was suggesting the problem was the hub. I took my laptop to work and connected to the wireless network. Guess what? No problems connecting and no problems accessing the internet. So this confirmed the problem was with the hub and not my laptop.

I tried to change the wireless channel but it didnt make any difference so was still not working. Theres a possibility I didnt actually manage to change the channel so I didnt rule that out.

The new Hub arrived yesterday so when I got home last night I connected it up and surprise surprise it all works no problem.

So in conclusion the BT staff at the call centre in India who read from a script dont have any technical knowledge and will not help you if the problem carnt be solved by going through the motions on their computer screen. Very poor service from a company I have always used because of the excellent service and reliability.

I'm convinced theres a link to the hub not working and me being a 2/3 weeks out of a 12 month contract. Obviously theres no way to prove anything and it may just be coincidence but now i'm very skeptical.

So problem solved with a new hub which of course means i'm in a new contract for 12 months, how convenient for BT.

Now to solve the problem at work:rolleyes:

My internet connection keeps dropping out. I've installed a new router and hub. I've contacted BT to test the lines and my ISP to check everything out. BT line test comes back as everything working fine. My ISP (who isnt BT) has checked everything (inclusing another BT line test) and cant find anything wrong. However they can see that the router keeps being disconnected and then reconnects many many times a day (50-100 times).

Hence why ive changed the router, then the hub (just in case), ive even changed the cables (not a wireless network but ethernet). As per my problem at home, process of elimination suggest the problem is not my network or with my router but with the phone line or my ISP.

Both say theres no problems so now I dont know what else to do to solve the problem. Any pointers are, as always, appreciated.

Thanks for all the commenst so far guys & gals

So its good news at home then, did you have to pay for the new router?

As for your work broadband- The line test carried out by your SP is only a starter and means very little, it can only detect obvious faults on the line. You can only keep badgering your SP to arrange a visit from an Openreach Broadband engineer, they have to pay for this service so they will try everything else before paying for an engineer visit.

The Broadband engineer will do the following, but if you know a bit about wiring try this-----

Is the line used for anything else?, fax, extra line on the switchboard, extention

sockets, burlar alarm, PDQ machine, electric/gas/water/oil tank meter monitoring? Disconnect them if you can.

Plug a phone into the filter, the same filter as the router, is it a noisy line? if so that is why the router drops out so frequently and the speed will vary a lot.

If you can physically trace the 2 wires from the router socket back to the point where the line enters your office, do this and see if any extra wires are teed onto it, this is a common reason why routers drop out.

Just to add, i had similar problems with my BT Router (white version)

I eventually just replaced it with a D-Link, which was fine.

Whilst i was on the phone to BT, i asked about the new router (black) and since i had been with them for over a year, and therefor renewed my contract, i was entitled to the new black one free of charge.

Just phone customer service and request one, say you're old one is duff, and you'd like the new one.

Mention you'll go elsewhere, and you may get a discount on your monthly rental too. I did.

Apply for the BT I-Plate too while your on the phone

Just to add, i had similar problems with my BT Router (white version)

I eventually just replaced it with a D-Link, which was fine.

Whilst i was on the phone to BT, i asked about the new router (black) and since i had been with them for over a year, and therefor renewed my contract, i was entitled to the new black one free of charge.

Just phone customer service and request one, say you're old one is duff, and you'd like the new one.

Mention you'll go elsewhere, and you may get a discount on your monthly rental too. I did.

Thanks Johnny50

At first they refused to accept it was a problem with the hub and then told me they would no longer offer me support with this problem.

By this stage i'd literally spent over 10 hours on the phone with India so I said thank you ended the call and phoned the BT billing department to cancel my service as I was already out of contract.

The lady on the phone in the billing department coulnt be any more helpful.

As Johnny50 says, they offered me a new (Black version) hub and phone and discounted my monthly fee to £15 as long as I entered in to a new 12 month contract.

I said I would as long as the new hub worked. It worked/works for now.

Apply for the BT I-Plate too while your on the phone

Whats the I-Plate

:thumbup:Yep good news at home.

Ive tried all the obvious things at work and i've even done my own line test to check "noise" (the engineers quiet line test etc). Theres is nothing else plugged into the phone line at all and the line is clear of "noise".

I havent had any problems for years and theres nothing else on the phone line except broadband and a voice line. I have 4 lines in total and the other 3 carry fax, voice, redcare etc.

My ISP is really helpful and is a local guy. When he comes back off holiday I will ask him to look into it for me as i'm at the limit of my technical abilities and knowledge now:O

So its good news at home then, did you have to pay for the new router?

As for your work broadband- The line test carried out by your SP is only a starter and means very little, it can only detect obvious faults on the line. You can only keep badgering your SP to arrange a visit from an Openreach Broadband engineer, they have to pay for this service so they will try everything else before paying for an engineer visit.

The Broadband engineer will do the following, but if you know a bit about wiring try this-----

Is the line used for anything else?, fax, extra line on the switchboard, extention

sockets, burlar alarm, PDQ machine, electric/gas/water/oil tank meter monitoring? Disconnect them if you can.

Plug a phone into the filter, the same filter as the router, is it a noisy line? if so that is why the router drops out so frequently and the speed will vary a lot.

If you can physically trace the 2 wires from the router socket back to the point where the line enters your office, do this and see if any extra wires are teed onto it, this is a common reason why routers drop out.

Good to hear !

Customer services at BT always come up trumps.

Although i'm down at £12 monthly. :P

As you have check for anything else on the line your only course of action is to ask your SP for an engineers visit.

He should look at what we discussed earlier and will find the point where the cable enters your building and do a test on his laptop & test modem, if the speed is slow for the area you are in then he will be off outside trying to find what is slowing the line down sometimes changing the cable pairs.

Something else for all to think about is-------

Noise can be induced into the line or router from a number of sources, faulty power supplies in any electric powered device, being close to railway power line radio transmitters and HV power lines. You can tune into MW on a cheap radio about 450 to 600 metres and listen for a 50hertz buzz if you know what that sounds like if present then you have to turn off your electric supply MCB by MCB until you can narrow down which electric item is causing your grief, not easy in a busy office.

The i plate will have no effect if you have only one socket on this line! only if you have extention sockets will it do any good. In any case removing the bellwire from socket connetion 3 (usually an orange wire) will do the same trick and the bellcircuit is now replaced by the microfilter. The bellwire is a major cause of noise being induced into the line mainly in yer home, not so common in businesses.

Edited 16 July, 200916 yr by Soot1e

Industrial kitchen equipment is a major headache for my job as far as interference goes. Often not shelded, and running 3 phase.

In fact most 3 phase stuff can be a headache if close to data stuff.

Industrial kitchen equipment is a major headache for my job as far as interference goes. Often not shelded, and running 3 phase.

In fact most 3 phase stuff can be a headache if close to data stuff.

Yes, 3phase don't help either and TIG welders.