BT Home hub problem - Page 2

gpick24 · 11-11-2014, 09:17

Quote:

Originally Posted by MargaretR

http://192.168.1.254/html/common/b_p..._override.html

I have tried this and despite several attempts the serial number and wireless key number are not accepted. (i have rechecked them several times on the base of the hub)

BT are due to phone me back early afternoon - so I will leave it alone till then.

It`s a bit unlikely, but are you sure you aren`t connecting wirelessly to a neighbours hub. Is wireless disabled on your computer/laptop.

MargaretR · 11-11-2014, 09:19

Quote:

Originally Posted by gpick24

It`s a bit unlikely, but are you sure you aren`t connecting wirelessly to a neighbours hub. Is wireless disabled on your computer/laptop.

I never disabled wireless on my PC or laptop - just the hub - I was content when the hub wireless blue light was OFF.

gpick24 · 11-11-2014, 09:22

Just to be sure then, disable the wireless on your computer.

Control Panel>network and internet>network and sharing. On the left hand side "change adapter settings". Right click the wireless connection and disable.

Gremlin · 11-11-2014, 09:24

Margaret, you said you had BT Infinity.
That requires BT hub 4. That's what BT told me when I asked to upgrade to Infinity, I had Hub 3 at the time.
The hub and set up were free.
If what I was told is correct you must not have Infinity but just normal broadband.
Has anybody else here got infinity and did you have to have the Hub 4?

gpick24 · 11-11-2014, 09:27

Quote:

Originally Posted by Gremlin

Margaret, you said you had BT Infinity.
That requires BT hub 4. That's what BT told me when I asked to upgrade to Infinity, I had Hub 3 at the time.
The hub and set up were free.
If what I was told is correct you must not have Infinity but just normal broadband.
Has anybody else here got infinity and did you have to have the Hub 4?

We have a business hub 3 at work, and it has BT Infinity connection on the back.

MargaretR · 11-11-2014, 09:32

Quote:

Originally Posted by Gremlin

Margaret, you said you had BT Infinity.
That requires BT hub 4. That's what BT told me when I asked to upgrade to Infinity, I had Hub 3 at the time.
The hub and set up were free.
If what I was told is correct you must not have Infinity but just normal broadband.
Has anybody else here got infinity and did you have to have the Hub 4?

When I upgraded to Infinity 1, I opted to keep the Homehub3 because I didn't want the hassle of wireless disabling a new hub, and I don't need the 'extra gadget facilities' it provides - I will mention this when BT phone me. thanks

maxthecollie · 11-11-2014, 09:41

Quote:

Originally Posted by Gremlin

Margaret, you said you had BT Infinity.
That requires BT hub 4. That's what BT told me when I asked to upgrade to Infinity, I had Hub 3 at the time.
The hub and set up were free.
If what I was told is correct you must not have Infinity but just normal broadband.
Has anybody else here got infinity and did you have to have the Hub 4?

I have Home Hub 5 with my infinity so I don't need the open reach modem.

MargaretR · 11-11-2014, 09:44

Quote:

Originally Posted by gpick24

Just to be sure then, disable the wireless on your computer.

Control Panel>network and internet>network and sharing. On the left hand side "change adapter settings". Right click the wireless connection and disable.

I have looked at that (thanks) - it shows 'Wireless Network Connection' and 'attempting to authenicate'. Which indicates that I never set up any wireless connection on this PC. (I never have and never will use wireless)

I haven't risked pressing 'disable' until BT have been given one more chance to get me sorted.

Gremlin · 11-11-2014, 10:12

Have you checked your download speed Margaret?
Round here the infinity is about 38mb download and normal broadband with BT is 10mb.
I'm about 50 yards from the cabinet where the fibre optic line terminates. The normal cable runs underground to my house from the cabinet.
To get fibre optic right up to the house is a lot more expensive.
I watch Skygo on my PC a lot and even at 10mb download the picture is perfect and no buffering.
That's no help to your problem though is it Margaret.
I thought it was just a case of resetting the hub and using the password on the bottom, then going into hub settings and disabling WiFi leaving the Ethernet cable connected.

gpick24 · 11-11-2014, 10:17

OK, I always disable wireless when connected by cable, only confuses matters having your laptop searching for a wireless connection when you want it to go through the wired route (not to mention eating your battery).
If you look down by your clock you should see your connection type, you should have an icon like a monitor.

MargaretR · 11-11-2014, 10:26

Quote:

Originally Posted by Gremlin

Have you checked your download speed Margaret?
Round here the infinity is about 38mb download and normal broadband with BT is 10mb.
I'm about 50 yards from the cabinet where the fibre optic line terminates. The normal cable runs underground to my house from the cabinet.
To get fibre optic right up to the house is a lot more expensive.
I watch Skygo on my PC a lot and even at 10mb download the picture is perfect and no buffering.
That's no help to your problem though is it Margaret.
I thought it was just a case of resetting the hub and using the password on the bottom, then going into hub settings and disabling WiFi leaving the Ethernet cable connected.

I have no idea where the BT cabinet is near me, because I haven't been outside since I moved here last July (health problems). I did notice a slight improvement in page loading time when I switched to Infinity. Down here at the bottom end of Clayton I am a long way from the exchange and amongst an estate full of families. I do somtimes get buffering when the local kids get home from school and switch on. Last time I checked my speed it was 'good'

MargaretR · 11-11-2014, 10:31

Quote:

Originally Posted by gpick24

OK, I always disable wireless when connected by cable, only confuses matters having your laptop searching for a wireless connection when you want it to go through the wired route (not to mention eating your battery).
If you look down by your clock you should see your connection type, you should have an icon like a monitor.

That icon shows 'Network2' only which confirms that my PC has not been setup for wireless.

I am amazed at all the good help you folks are providing - better than those BT call centre numpties.

gpick24 · 11-11-2014, 10:39

Quote:

Originally Posted by MargaretR

That icon shows 'Network2' only which confirms that my PC has not been setup for wireless.

It was a long shot, but with the info from the bottom of your router not working the only suggestion I had was that you aren`t connected to your router but maybe a neightbours.

maxthecollie · 11-11-2014, 10:40

It's hard work trying to establish what they are saying from bt call centre. I know I've rang them once or twice myself. I find myself saying "Can you speak more slowly please so I can understand you"

MargaretR · 11-11-2014, 14:25

Result of today's phone call from BT -

My current Homehub3 is to be replaced by a new Homehub3.
I asked if I should really have a Homehub4 and she said I would be charged £30 for it.
She said that a new Homehub3 was all I needed.

Incidentally she said that many customers have complained about 'drop outs' and other faults on Homehubs 4&5, and there have been reported problems with Homehub3, but not as many.

I will get yet another call from BT in 4 days, by which time the new hub will have arrived.

Due to my disabilities I have found this escapade more stressful than any healthy person would. The need to have phone conversations of considerable length caused aggravation and increased pain in my neck shoulders and hands.I have almost thrown the towel in a few times and just hope for the best with the tinfoil hat. It was only when Neil said that was a fire risk that I decided to see it through.

I really appreciate all the help you have provided which gave me more incentive to persevere - THANK YOU ALL