Call centre unwilling to help with faulty BT HH5.

Question

I have had BT Infinity2 since activation in July. The HH5 has worked fine, except in one respect, the 5Ghz wireless band. I only connect to the Internet wirelessly with an iPad air and a desktop computer and a Sky Wireless Connector to the Sky box at the other end of the house. The latter two devices which are currently only wifi G devices unsurprisingly only connect on the 2.4Ghz band. The iPad Air usually connects on the 5Ghz band. Unsurprisingly the iPad air connects at the fastest rate. The HH5 almost never drops a connection and has since the beginning synched at about the same rate, between 72000 and 74000 down and 21000 to 22000 up. The fault manifested itself within the first few weeks of service. A hard reset restored normal service. Only in the last few days has the fault returned, which can be rectified with a hard reset, except that now it has to be done every couple of days as the fault keeps returning. I first noticed it because instead of getting between 66-68 meg down and between 18-19 up using the Ookla Speed Test app, now I only got between 1-5 down and between 5-7 up. The router Stats were still the same as they always were. I then accidentally discovered this only appeared to manifest on the 5Ghz band, as when I took the iPad too far from the HH5 and the connection defaulted to the 2.4Ghz band, the speedtest produced much faster results, although unsurprisingly not as good as on the 5Ghz band band. The much slower speeds on the other 2.4Ghz devices downstairs were unaffected. I explained this to the call centre representative which brought the repeated response that nothing could be done unless I was able to connect an Ethernet cable to the modem to run a BT speed test. I said that this would be nigh on impossible as the heavy desktop computer is at the other end of the house, and would be very difficult to move. I also doubt that there would be a problem with the Ethernet connection, as there isn't one with the 2.4Ghz wireless connection. He said that without this, he wouldn't be able to proceed and that was that! Am I now effectively stuck with a faulty HH5 simply because I'm unable to connect an ethernet cable to run a BT Speedtest, even though the fault isn't with synch or throughput speeds on anything other than the 5Ghz band? Given that this fault seems to be quite specific, surely I'm not now going to be stuck hard resetting the HH5 every couple of days!

Answer 1

You may be able to configure your wireless card properties to be more aggressive, prioritise bandwidth, prioritise 5GHz, tolerate 20/40, etc
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