topic Re: BT Hub 2 problem in Broadband & Landline

BT Hub 2 problem

brianjean13 — Sat, 22 Mar 2025 12:37:42 GMT

I had full fibre installed in August 2024 and signed on for 500Mbs contract. It was OK for the first 10 days then the Hub2 I had when I connected with the copper cable, the speed out of the router dropped from 360Mbs down to below 60Mbs. After a long wait to connect with EE I eventually got someone to speak to after about an 1 hour waiting on the phone. They said that maybe it was a fault with the Router, and said they would send out a new one. An identical hub came HUB 2 and I set it up. Ok then for about 8 days then the same speed dropped right off, so reset the hub and OK again for about 7 to days then low down again. Since then I have had an engineer out twice and both times says that I have over 500Mbs coming into the Hub, but BT/EE do not guarantee what comes out of the Hub and the problem is that it is the WIFI that is in use that is causing the problems. My next way to try and prove that this was not the case was to plug my laptop into the Router with a cable and turn everything off that I could via WIFI and check the speed then put everything on that I normally use WIFI as well and checked the speed again and the speed only dropped by 18Mbs so the WIFI is not the problem but BT/EE HUB 2 which is not up to the job of coping with these speeds. BT refuse to do anything about it, so I contacted the Ombudsman and got no joy there either. The Hub is the property of the broadband supplier ie BT, if I had purchased the Hub I could take them to court with the trade of goods act but this is not an option. EE have a new WIFI 7 Router only available on the highest full fibre option that costs considerably more per month, so they know they have a problem with the old model router but want you to cough up a lot more per month to get one. So a warning to everyone thinking of going to full fibre supply, you have been warned.

Re: BT Hub 2 problem

XRaySpeX — Sat, 22 Mar 2025 12:47:54 GMT

@brianjean13 wrote:

BT refuse to do anything about it

...

The Hub is the property of the broadband supplier ie BT

So why aren't you enquiring on the BT Community?

Re: BT Hub 2 problem

Mustrum — Sat, 22 Mar 2025 13:47:38 GMT

@brianjean13 there are thousands of people using the BT Smarthub2 without any issues, and at speeds higher than you.

Have you considered the issues you are having may be the cables or your equipment?

Re: BT Hub 2 problem

brianjean13 — Sat, 22 Mar 2025 14:06:22 GMT

They are all new and the best cables and none of my equipment is faulty, I think you had better read the post properly it is the Hub that is the problem and there are many having the same problem. I wonder by your comments whether you work for BT

Re: BT Hub 2 problem

mirrors90 — Sat, 22 Mar 2025 14:47:07 GMT

How many devices do you have? We have 4 adults here sharing a 70mb connection and I've found that if one of us is downloading / streaming 4k, the rest of us suffer. Is one of your devices updating or using a lot of bandwidth?

Also if you are using a BT smart hub 2 - you should speak to BT, not EE - on this forum we're all on the EE smart hub.

I would look at a third party router and see if that fixes it? As you have a ONT (presumably) You'll be able to connect a new router to that, disconnect your BT smart hub and that should fix it - I agree it shouldn't be necessary - but I would definately give it a go just so you know where your connections weak spot is..

Re: BT Hub 2 problem

Matt_124 — Sat, 22 Mar 2025 17:02:39 GMT

The BT Smart Hub 2 (not "BT/EE HUB 2") can definitely cope with a 500 Mbps package. I personally used the same hub on a 900 Mbps package with BT and didn't experience any dropouts of the kind you have described. Obviously as a WiFi 5 device it did not provide these full speeds over wireless, but I used a wired connection for devices that I needed more on. It was provided for years with Full Fibre plans up to and including 900 Mbps, before even the inception of New EE Broadband or the new routers with WiFi 6 and WiFi 7, with the majority of customers regarding it as a very competent hub to this day.

Are you in a particularly densely populated area with lots of other Wi-Fi networks? In this is the case then there is the potential for some congestion on the channels the Hub is using which could be causing some issues.

Ultimately as you are a BT Customer, you would have to seek support with them or on their own community forums.

The BT Smart Hub 2 is only provided to BT Customers or retained by customers moving across from BT to EE Broadband on speeds less than 900 Mbps.

Re: BT Hub 2 problem

XRaySpeX — Sat, 22 Mar 2025 17:32:58 GMT

@brianjean13 wrote:

I wonder by your comments whether you work for BT

As I implied before this is an EE user forum. Us users work for neither BT nor EE.

Re: BT Hub 2 problem

brianjean13 — Mon, 24 Mar 2025 11:10:37 GMT

BT don,t want to know either

Re: BT Hub 2 problem

brianjean13 — Mon, 24 Mar 2025 11:11:43 GMT

BT know it it is a problem with the router they just do not want to do anything about it just keep taking the money.

Re: BT Hub 2 problem

brianjean13 — Mon, 24 Mar 2025 11:12:59 GMT

BT and EE know it is a problem with the routers they do not want to do anything about it only keep taking the money

Re: BT Hub 2 problem

XRaySpeX — Mon, 24 Mar 2025 11:27:34 GMT

Why are you introducing EE into the mix when you are a BT user?

Re: BT Hub 2 problem

brianjean13 — Mon, 24 Mar 2025 11:29:13 GMT

we are in a very unpopulated area, and BT and EE both know it is a problem with the router they do not want to do anything about it, I even have a letter off EE from the Executive Complaints Department following more than 7 days of readings of the speed coming out of the HUB 2 Router and they started at above 350Mbs dropping to below 60Mbs until I reset the the router when it went back up to above 250 for about another 7 to 10 days then the same thing again. This has been going on since August 2024. This letter states that they have no solution to the problem and to contact the Ombudsman. This is how you get treated now BT and EE are one company. The ombudsman will do nothing because both BT and EE do not guarantee what speed you get from the Router and because it is their property you can not take them to court with the sale of goods act because you have not purchased it, and they both know this, they are still happy to keep on taking the money.

Re: BT Hub 2 problem

brianjean13 — Sat, 05 Apr 2025 13:05:47 GMT

I am not mixing anything up because BT are now EE and it is EE that I have been dealing with in relation to this problem. They took over my account when I had the fibre optic cable fitted, so you need to get your facts correct. The problem still exists in that every 7 to 10 days I have to reset my HUB 2 to get my broadband speed up to what I am paying for because it drops down to around 60Mbs. Both BT and EE do not want to do anything about it other than keep taking the money. They always come up with the same answer, they are supplying 500Mbs into the house and the HUB and it is not their problem if the Hub does not deliver the speed that I am paying for, even though it is their Hub that is the problem.

Re: BT Hub 2 problem

JimM11 — Sat, 05 Apr 2025 13:46:45 GMT

@brianjean13 If you get the chance, take a look at the advanced/technical log/events, i set up a BT Smarthub2 couple off weeks a go for a friend where i was working, on day 3 off operation it had 139 pages of events, which was huge and logging everything that it could possibly do, also it had 2 FW updates, the last being on 1/4/2025 after i Factory reset it for it's normal operation mode before i left for home, and with only one single device connected to it, hope the user has no issues...

Re: BT Hub 2 problem

bobpullen — Mon, 07 Apr 2025 11:15:24 GMT

@brianjean13 - What devices are you measuring your speeds from and how? Are they all Wi-Fi? You mention you have tried a wired connection to your laptop but I'm a bit confused what the results of that were?

It could be that your wireless deivces are connecting to the 5GHz radio on a good day but are dropping to 2.4GHz over time due to range, or something else. 2.4GHz is great for range, but sub-100mbps speeds wouldn't be unusual. I wonder if you restarting the hub is encouraging your devices back over to 5GHz, and then they drop back to 2.4GHz over time 🤔

The EE app should allow you to run a speedtest directly to your hub that eliminates your local network from the equation. If that consistently returns decent results, then it indicates that the hub is likely A-OK. I've a very busy network and have used a Smart Hub 2 in the past on a 900mbps line without any natable issues (The 5GHz Wi-Fi struggled to tip much beyond ~400mbps but I'd expect that given the spec).