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BBIssues
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Is there a telephone support number where I can speak to someone?

I'm having trouble with my internet and the connection keeps dropping every now and then.

I've tried phoning but it keeps leading me through to a computer voice system, then tells me its going to run a test or something on my line and that all is well.

I need to talk to someone to get them to look into it or I need to cancel my account.

Thanks.

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MikeRobbo
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Alessandro Volta
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Message 2 of 13
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Re: Is there a telephone support number where I can speak to someone?

Lets have a look at your set up to see if there is anything that can be done before going to VM.

What is your connection like using a direct connection with a Cat 5E or better ethernet cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook ?


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BBIssues
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Re: Is there a telephone support number where I can speak to someone?

Thanks, it is fine but it is also fine mostly when connected over Wi-Fi.

 

It disconnects at random around once a day, on all devices.

 

I can't recreate it.

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MikeRobbo
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Alessandro Volta
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Message 4 of 13
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Re: Is there a telephone support number where I can speak to someone?

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: Is there a telephone support number where I can speak to someone?

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BBIssues
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Message 6 of 13
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Re: Is there a telephone support number where I can speak to someone?

Thanks, I have Hub 3.0 but there's no Check Router Status link on the log in page.

Here is the BQM, I actually set it up a few weeks ago.

 

My BQM

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MikeRobbo
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Message 7 of 13
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Re: Is there a telephone support number where I can speak to someone?


@BBIssues wrote:

Thanks, I have Hub 3.0 but there's no Check Router Status link on the log in page.

 


OK.

You need to do an initial Hub setup by selecting preferred language etc, you can skip the change password step if you wish. Once that is completed you should be able to see the Check Router Status link.

Router-Status-01

 


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BBIssues
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Message 8 of 13
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Re: Is there a telephone support number where I can speak to someone?

Thanks, I can't physically get to my router now so can't get the log in details! 

 

When I can, in an hour or two, I will log in.

There is a red line on the BQM at around the time this problem occurred today.

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BBIssues
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Re: Is there a telephone support number where I can speak to someone?

Downstream

ID

1226750000-0.240256 qam12
2202750000-0.240256 qam9
3210750000-0.440256 qam10
4218750000-0.440256 qam11
5234750000040256 qam13
6242750000040256 qam14
72507500000.240256 qam15
82587500000.240256 qam16
92667500000.540256 qam17
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Re: Is there a telephone support number where I can speak to someone?

Upstream 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000044512064 qam7
25370000048.3512064 qam5
34620000045.3512064 qam6
43260000043512064 qam8


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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