{"id":23198,"date":"2020-07-22T00:01:09","date_gmt":"2020-07-21T23:01:09","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=23198"},"modified":"2020-07-22T07:31:53","modified_gmt":"2020-07-22T06:31:53","slug":"isp-bt-working-to-fix-slow-fttp-broadband-speed-profile-bug","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2020\/07\/isp-bt-working-to-fix-slow-fttp-broadband-speed-profile-bug.html","title":{"rendered":"ISP BT Working to Fix Slow FTTP Broadband Speed Profile Bug"},"content":{"rendered":"

UK ISP BT<\/a> has informed ISPreview.co.uk that they’re “urgently working to resolve<\/em>” a bug on their Smart Hub 2 (SH2) broadband router, which seems to affect the speed profiles for some of their Fibre-to-the-Premises (FTTP<\/a>) subscribers and can result in customers seeing significantly slower than expected results.<\/p>\n

At present there are actually two issues occurring on BT<\/a>’s new “Full Fibre<\/em>” products, which have been a little bit difficult to pin down due to conflicting reports, until now. The first problem is that subscribers who conduct wired speed tests via the MyBT app<\/strong> or via BT<\/a>.com<\/strong> have been given lower than expected results on FTTP<\/a>, but the ISP says this shouldn’t affect similar speed tests conducted via Fast.com or Speedtest.net.<\/p>\n

NOTE:<\/strong> Web based speed testing is less accurate on 1Gbps lines, but you should only ever conduct those via wired links (NOT WiFi<\/a>) when other network devices are switched off (i.e. when there’s no big background traffic on your LAN) to get a reasonable result.<\/div>\n

The second issue, which has been going on for several months<\/a>, concerns a firmware bug with how the Smart Hub 2<\/strong> router manages the speed profiles for some FTTP<\/a> connections. The problem was first spotted by customers who upgraded their package to BT’s top 900Mbps tier, only to find that their upload speeds were significantly slower than expected (i.e. the upload profile gets stuck at a slower speed, often 20Mbps or 50Mbps instead of c.100Mbps).<\/p>\n

So far most of the SH2 related speed profile complaints have centred around upload speeds, although we have seen a few similar complaints about download speeds also becoming stuck at the speed profile of a previous package. A few examples of related complaints can be found below for context.<\/p>\n

Sample Customer Complaint (KTX1988)<\/strong><\/p>\n

“PLEASE HELP!! I upgraded my broadband to the F900 at the end of June and the upgrade took place but I am still only getting the speeds of my old F250 package.<\/p>\n

I cannot get above 250down and 50up.<\/p>\n

I have spoken to multiple advisors been and received a new SH2 router but I cannot get anywhere close to the expected speeds.”<\/p><\/blockquote>\n

Sample Customer Complaint (nibbled)<\/strong><\/p>\n

“Looks like I’m capped again, been running at full speed all week but did a test this morning and was capped at 30mb, ended up doing a factory reset and now back to being capped at 50mb.<\/p>\n

I don’t understand why after the issue has been fixed that we get capped again days\/weeks later, surely once it’s fixed and left alone there shouldn’t be any reason it’s capped again, I haven’t messed around with the router at all since it was fixed.<\/p>\n

This is disappointing.”<\/p><\/blockquote>\n

Sample Customer Complaint (thejoker00)<\/strong><\/p>\n

“Hi all I’m jumping on this thread as well as I’m having similar issues. Upgraded last week, was getting 850 down and 150 up. As of yesterday (exactly 1 week after upgrade and setting up the SH2) I’m now at 850 down and 20 up. Called BT fibre team and they did their own checks and confirmed this to be true. Interestingly enough I checked the router logs earlier and I can see that the router did a firmware update last night at about 10pm and it seems to be since then that it’s been capped.”<\/p><\/blockquote>\n

Sadly the combination of these two problems has made it more difficult than usual for customers to figure out what was going on with their connections. Meanwhile some customers have been told by support staff that a new firmware (software) update, which could arrive in October 2020<\/strong>, may provide a general fix. But officially BT hasn’t put a time-scale on the router bug being resolved.<\/p>\n

A BT Spokesperson told ISPreview.co.uk:<\/strong><\/p>\n

“We are aware of an FTTP speed profile issue on the Smart Hub 2 affecting a small number of customers and are urgently working to resolve the problem.”<\/p><\/blockquote>\n

In the meantime some customers report that they’ve been able to fix this issue by conducting a factory reset of their SH2 router (NOT a basic reboot), while others found that they could get BT’s support team to correct for the problem remotely (i.e. manually pushing a new profile to the router). But this doesn’t always seem to work and sometimes the speed profile bug returns.<\/p>\n

Equally those affected could try setting up their own broadband router by using the PPPoE<\/strong> username and password (e.g. USER: bthomehub@btbroadband.com \/ PASS: BT), but in order to get the best speeds it may help to get one that supports Hardware Offloading<\/strong> and IPv4\/6 Offloading (e.g. Ubiquiti EdgeRouter Lite-3) and that’s not too common in consumer kit. Suffice to say that it helps to have some network knowledge for this.<\/p>\n

We should add that it’s also possible to try (test purposes only) a direct connection to Openreach<\/a>’s wall hung ONT unit from a PC or MAC computer (i.e. cutting out the router entirely), although it’s unwise to cut out the protection and network management benefits afforded by a router and this also requires a bit more knowledge<\/a> to achieve.<\/p>\n

As for the problem with BT’s own speed testing service(s), the operator informed us that they are working as quickly as possible to push out an update for that but, once again, they didn’t provide an ETA.<\/p>\n","protected":false},"excerpt":{"rendered":"

UK ISP BT has informed ISPreview.co.uk that they’re “urgently working to resolve” a bug on their Smart Hub 2 (SH2) broadband router, which seems to affect the speed profiles for some of their Fibre-to-the-Premises (FTTP) subscribers and can result in customers seeing significantly slower than expected results.<\/p>\n","protected":false},"author":1,"featured_media":23199,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[474,56,69],"class_list":["post-23198","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-bt","tag-fttp","tag-bt-openreach"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nISP BT Working to Fix Slow FTTP Broadband Speed Profile Bug - ISPreview UK<\/title>\n<meta name=\"description\" content=\"UK ISP BT has informed ISPreview.co.uk that they're "urgently working to resolve" a bug on their Smart Hub 2 (SH2) broadband router, which seems to affect\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2020\/07\/isp-bt-working-to-fix-slow-fttp-broadband-speed-profile-bug.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"ISP BT Working to Fix Slow FTTP Broadband Speed Profile Bug - 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