BT homehub

...and Tech Support (ok stop laughing we try)

BT homehub

Postby cerina » 07 Apr 09, 8:49 am

I have recently taken delivery of a BT wireless homehub and would be interested to know if anyone else had the same problems I am having.

I set it up properly but have very intermittent connection and when I do it is at slower than dial-up. Every time I contact the tech team (in India, of course) I just get told that there is a 10 day stabilisation period and that if I am still having problems after 12th April to contact them again.

They also told me to connect via the Ethernet cable, which I have now done for over 24 hours and am still having the same problems.

I asked about setting up a dial-up connection in the interim and was told that was possible but it would cost me £0.98 PER MINUTE during off-peak hours and £3.+ during peak hours. I am not sure exactly what the charge was during peak hours as I was still in shock from the 98 pence for off-peak.

I could have set one up via Tesco for one penny per minute, but that would have meant disconnecting the hub, which would have messed even further with the so called stabilisation period.

Has anyone else heard of this 10 day stabilisation period or is it just a line they spin to get me off their back. I spent about 4 hours on the phone to them on Friday and Monday, and am heartily sick of it.

By the way ... I miss you all. :hug:
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Re: BT homehub

Postby Drew » 07 Apr 09, 11:30 am

http://www.nildram.net/support/tools/co ... n_checker/

http://btybb.custhelp.com/cgi-bin/btybb ... faqid=9861


Maximum Stable Rate: The maximum stable rate (or MSR) is a line rate threshold established by BT over the first 10 days of service on the 8000 services. It is used to determine when a drop in line rate would be considered a fault. Once an MSR is established BT will accept a fault report if the line rate drops by 20% or more. e.g. if the MSR established is 8192kbps a fault can be reported when the line rate drops to 5734kbps or less.

Either your connection works well or it does not - it will not get better or worse on it's own. Your modem is only determining a threshold speed over which syncing problems occur, as well as a statistical pattern for what is considered normal. It will then limit your line speed to prevent syncing problems.

The non-technical "service" personal are feeding you :bs: or they don't understand the concept themselves, which in my experience is the most likely cause. You wouldn't want to establish lousy service as "normal" and slower than dial up is lousy

do a line speed test / pm me
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Re: BT homehub

Postby mugley » 07 Apr 09, 1:42 pm

hey good to see you back, even if its just for a few minutes, can you take it back to the store? or call them if they have a help dept?
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Re: BT homehub

Postby Jack Flash » 07 Apr 09, 4:16 pm

:lmao: I see one of the possible villains is Vista

You may find this useful too http://resources.zdnet.co.uk/speedtest/


;) Helpful Hint - If you are not getting any where with your tech support (really BT's fault), ask to speak with some one else and say "I can not understand your English". They are graded on their ability to communicate with the customer so this gets their attention.
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Re: BT homehub

Postby cerina » 14 Apr 09, 2:10 pm

We have finally established, not via BT, that the fault lies with the hub and they are going to send out a new one. They tried to tell me it was my computer ... at the end of yet another 3 hour telephone call to them :roll: , but I have come round to a friends and have connected via their wifi with no problem. So, another phone call to BT to inform them that the 50% loss I was experiencing between my computer and the hub is the fault of the hub and to get another one out to me pretty damned quick.
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Re: BT homehub

Postby Jack Flash » 14 Apr 09, 2:22 pm

Did you tell them about trrying to clean up the porn on the net by running your moden through the dishwasher?
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Re: BT homehub

Postby cerina » 19 Apr 09, 11:04 am

I am back but so angry with BT. Eventually, after installing the second hub and still having problems, I made yet another call to BT. This time I seemed to get someone who know what they were doing and obviously used an advanced script, not the basic "10 day stabilisation period" script.

He took me to places I have never been before. :mrgreen:

Anyway, on our voyage of discovery, he discovered that my IPv4 was incorrect. Once he gave me the correct one, I was able to connect immediately and have been here more or less ever since. It has taken me nearly two days to get this far down the forum. :lmao:
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Re: BT homehub

Postby fat_bastard » 19 Apr 09, 1:13 pm

cerina wrote:I am back but so angry with BT. Eventually, after installing the second hub and still having problems, I made yet another call to BT. This time I seemed to get someone who know what they were doing and obviously used an advanced script, not the basic "10 day stabilisation period" script.

He took me to places I have never been before. :mrgreen:


Are you sure you called BT? That sounds like a certain premium phone service that I never use. :shhh:
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Re: BT homehub

Postby cerina » 19 Apr 09, 3:04 pm

No, he wasn't available. I had to make do with Raj.
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Re: BT homehub

Postby mugley » 19 Apr 09, 5:56 pm

well what ever it was, I am glad you got it solved and welcome back. you were missed
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Re: BT homehub

Postby cerina » 20 Apr 09, 5:07 am

Like you miss a hole in the head? :lmao: :lmao:
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