5G hub crawls to a halt

[Fishykins]

I've been using the "Smart 5g Hub" (the lack of an actual clearly defined model identifier is annoying) for a few months, and while I should be getting consistent speeds, it is regularly slowing to a complete halt, scooping down to speeds of less than 0.5mbps download. There have been occasions when this was due to cell towers being down or worked on, which while annoying is at least understandable. However, what I am increasingly discovering is that after a device restart, the issue is usually resolved- upon a restart the speeds are back up to the 50+ I would expect. 

This raises a few issues for me:

1) WHY? I've never had a router before that had to be restarted almost daily just to make it function as intended. This seems like poor design choices were made...

2) HOW? If I could at least automate the restart (as many network devices will allow you to do) this might not be such a problem- I could have a 6am restart every day and no one would be any the wiser. I cant find any way of doing this in the mess that is the hub portal. 

How can my device be made to function properly, either with a software solution that doesn't involve me having to manually restart every day or by magically fixing the hardware? Yes, I've done factory resets. 

I am frustrated, and that's not even accounting for customer support experiences that would make a grown man weep...

[Weebles2025]

Sounds like your location has multiple masts, one of which is giving you low signal and therefore low speeds. When you restart the hub it's locking onto the good mast, but over time possibly loosing connection and connecting to the not so good one.

I had similar earlier this summer while they were doing work in my local area.

[Ali_A · Accepted solution]

Hi @Fishykins 

Just as @Weebles2025 has stated, it appears you may be switching between masts that your router is connecting to. 

One thing you can try is moving your router to a different side of the house to see if you connect more to the faster mast. 

You can check coverage and network status at Check mobile coverage where you can also report any issues you are facing, as well as sign up for updates on any known issues that may be going on. 

If you need to, you can contact Customer Service who'll be able to tell you the general directions of the masts. 

Ali 

[Fishykins]

If I can "fix" the issue by simply restarting, the location was clearly not the problem. Why isn't the router's software doing checks for bad signal, and looking for alternative options if none found (which we know WILL be found on restart)? 

If no one can be bothered to implement this feature, at least give us the option to set a scheduled restart! Running round my house trying to find the optimum position isn't going to fix lazy product design, I'm sorry to say. 

On a separate note, the  Check mobile coverage helper would tell me I have great coverage even as the fires of hell laid waste to our planet- almost every time there has been maintenance on our local towers I've only been able to discover this through talking to a customer support person on the phone, the online helper just straight up gaslights me. 

All this to say that maybe I'm not the problem here. Maybe the product could be improved so that it does the thing it is in actual fact supposed to do already. Maybe...

[Fishykins]

I experience the same issue- speeds start to drop, slow response times, immediately fixed by a restart. I'm sure a customer support agent will tell you to move it around the house because that will fix the issue, but the reality is the product is just poorly designed. 

#giveusscheduledrestarts 

[Matt_124]

Your issue from your other post is for a 5G Mobile Broadband Hub and not a fixed-line Home Broadband Hub (such as the BT Smart Hub 2) which is the subject of this thread.

I'm not sure how you can claim the same issue, as it is fundamentally different, or comment on the design of a Hub you do not possess.

A fixed-line Hub cannot be moved around the house freely in the same way as a MBB Hub as it requires being located near to the Master Socket or ONT. As such there are separate troubleshooting steps for this technology.

Please try to keep your posts to the relevant board and threads to avoid confusion to other users.

[XRaySpeX]

With a fault you shouldn't be checking coverage, which is what is expected there in normal circumstances, but instead you could consult Check service status in your area  to see if any faults are currently being attended to in your local area.