BT Hub 2 problem

[brianjean13]

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.

[XRaySpeX]

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@brianjean13 wrote:

BT refuse to do anything about it

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The Hub is the property of the broadband supplier ie BT

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

[Mustrum]

@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?

[brianjean13]

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

[mirrors90]

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..

[Matt_124]

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.

[XRaySpeX]

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@brianjean13 wrote:

I wonder by your comments whether you work for BT

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