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BT Smarthub 2 - Full Fibre 900

knowldav

Member
I recently received a letter from Openreach advising that my property was now equipped for FTTP.
With a limited amount of service providers available, I chose BT, and have taken out their Fibre 900 package which claims to have 910mbps, with a stay-fast guarantee of 455mbps.

The install was pretty straight forward, however the engineer did say that the speeds didn't seem to match up to my 900 package. I gave the connection a few days to settle, before running a series of speed tests. On a hardwired connection from my Mac to my Smarthub 2, I can get anything from 37mbps, up to 780mbps. On a wireless connection, even when standing over the hub itself, I've yet to manage to exceed the 400mbps mark on any device.

When I've spoken to BT, they have acknowledged the issue, and have explained it's due to the Smarthub 2. Apparently the current firmware does not allow the Smarthub 2 to accurately record or report back the speeds associated with the Fibre 900 package (hence the variability). They have said that a new firmware is due in October which should sort this issue. Until October, no speed test will return an accurate result.

From BT's perspective they have informed me that I am receiving my full 910mbps speed service, with no errors on the line. From my own perspective, I cannot get any speed test to reliably return a decent speed - one minute I could get 780mbps, the next down to 180mbps (and everything in between). My regular WiFi speed in any room other than the hub is around 180mbps to 220 mbps. Again they inform me that this lack of speed showing is due to the hub being unable to record the speed properly.

Right now, as BT are aware that they are selling a service, which their own equipment cannot handle (or at least report on to demonstrate as a customer I am getting the correct service) - I feel they are mis-selling the service. I have registered a complaint with them, and keep escalating, as they aren't really offering much other than for me to cancel. I have asked them if there is any piece of equipment or device they could use or provide to let me verify the speed - they have said this isn't possible.

Can anyone please help with advice as to what I could do?
If they know it's a problem, surely they should have flagged it up before, and it's not really reasonable to just ask me to 'trust them' that I am getting my speeds?

Thanks in advance for any support
sounds like typical BT smoke screening. If you are using BT tools to check your speed then dont bother, I would not trust them. Ditch these and just use an online tool like Ookla's www.speedtest.net this will also save your results so you can have a factual conversaion with BT when they try and fob you off. 5GHz WiFi is perfectly capable of speeds in excess of 450Mbs and theorteticlly max's out at about 1.3GHz. BT's routers are know to be a pile of donkey excremet, especially their "Smart" features which are anything but. Best thing you can do is ditch these and but a proper router with the processng power and software to make the most of your near Gigabit potential. BT's speed promises are straight from the snake oil salesman' shandbook and not worth the paper they are written on. Thus is no guarantee. Overall if you have Fibre to your property (FTTP) then you are in a good place and the only limiting factor i stge appalling hardware ans software BT provide. Spend a few hundred pound on a decent router and you will not look back, after all you are spending £70 a month on your braodband, no point in hamstringing yourself. Good luck!
 
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