This topic

FTTP 900 installed today. Getting 50mbps. Can’t see hub online

is74 — Tue, 15 Sep 2020 18:02:32 GMT

Hi All

After 3 months of pain, Openreach finally installed and got my FTTP working today. I’m on the fibre 900 package and did an okla speed test before the engineer left and got 300 down which has now dropped to 50. He said that was something BT would deal with.

In the smart hub 2 setting when I go to the speed test it says “We couldn’t test your speed”, “We can’t see your hub online”.

My old ADSL line is still working and I have a 3rd party router connected to that. Could it be that it’s checking the adsl line instead and can’t see it because it’s not a bt hub?
Should I turn that router off now or something? I’m not sure how BT know that my hub is mine - do they log the serial number on the fibre terminal during installation?

If anyone has a clue it would be great to have some advice. I’ve spent about 20 hours on hold over the last 3 months for a service I’m being charged for and can’t face calling them again.

thanks

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

Kilgeever53 — Tue, 15 Sep 2020 18:56:43 GMT

Unfortunately......no answers...BUT!! You are not alone.
That's surely making you feel better immediately.
I enrolled for the magic 900 on April 14 this year.
Ignoring the plethora of technical jargon ( which I'm supposed to understand!!) 5 months later I have been told the speed to their invisible place is fine.
So mine is fine.
Ah, ok then. Even though I'm seeing between 24dl and 227 ( very rarely) it's all hunky dory as I pay loads and get not a lot.
The metaphor I have used in the past...I buy a new car....it doesn't work...they tell me to crawl underneath, remove the sump, check the gasket, buy a better engine, try again....hmmm...."
Sorry to seem to be wasting your time... BUT!! The point is there are 1000's of us. All frustrated. All paying for goods ( Goods and Services Acts, 1997, 2014, 2017 ).
Good luck.
Chin up and don't forget....you have been forgotten.

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

pippincp — Tue, 15 Sep 2020 18:57:37 GMT

What do you get with this speed test?

https://speedtest.btwholesale.com/

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

is74 — Tue, 15 Sep 2020 20:45:41 GMT

I'm getting:

111 down

52 up

22ms ping

This is on an iPhone 7S over Wi-fi

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

pippincp — Tue, 15 Sep 2020 21:19:42 GMT

Then the speedtest is worthless. Any speedyesy should be via a wired connection.

If you haven't already, turn off smary setup.

https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off-

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

Kilgeever53 — Tue, 15 Sep 2020 21:38:03 GMT

Well, sounds like it's your fault.

Step 1. Buy a new iPhone

Step 2. Try everything again for at least 4 months.

Step 3. Lie on the floor with an ethernet cable trailing across your living space.

Step 4. Phone again.

I know. I'm being a very foolish fellow.

Until next time.

K53

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

is74 — Wed, 16 Sep 2020 00:51:43 GMT

Wrong. The test isn’t worthless in the slightest.

Whilst testing over Wi-fi 1 metre from the router you can except a considerable difference versus a wired connection but not a 1000% to 2000% difference as I’m getting.

Turning off smart setup was the first thing I did but again that would be entirely in related to my issue.

Please don’t comment if you have zero clue.

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

pippincp — Wed, 16 Sep 2020 11:33:30 GMT

Fair enough. Good luck.

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

mabuk — Wed, 16 Sep 2020 13:31:20 GMT

You could check your phone or the Smart Hubs web interface to see whether you're connected at 2.4 or 5Ghz, the latter would give you much faster speeds. Also the wifi from the other router could be interfering. Perhaps check the speed from other devices so you know it's not the phone that's the problem.

I also can't test the speed of my hub via the hubs interface (it says broadband not linked to BT account), but installed the My BT app on my android phone and can test the connection there - it tests the speed to the hub and the wifi speed.

To know definitively what speed the hub is outputting you would need to connect via an ethernet cable to a PC. Finally, when I had FTTP installed the engineer suggested fast.com to test the speed.

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

converse420 — Wed, 16 Sep 2020 16:36:59 GMT

Is the Smarthub connected to the ONT with the BT supplied cable? I have seen scenarios where an old Cat 5 cable has been used or one of the twisted pairs in the cable is damaged. (to get a gigabit connection you need four good twisted pairs vs 2 good twisted pairs for 100mb). A quick check is to look at the broadband connection status on the routers SmartHub 2 Manager, it will display 1000 Mbps or 100 Mbps accordingly.

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

is74 — Wed, 16 Sep 2020 17:43:21 GMT

Thanks mabuk!
Some things I’ll try tomorrow and report back.

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

is74 — Wed, 16 Sep 2020 17:44:58 GMT

Thanks converse420. Yes it’s the black one with the red plugs that came with the smart hub 2 or ONT (can’t remember which)

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

converse420 — Wed, 16 Sep 2020 18:03:11 GMT

Thanks, well as long as the cable is not faulty that's something else to tick off the list. Do you see the SH2 as being connected at 1000Mbps in the Smart Hub Manager?

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

is74 — Wed, 16 Sep 2020 19:11:35 GMT

Yes. Says WAN link speed 1000mbps

Re: FTTP 900 installed today. Getting 50mbps. Can’t see hub online

Forthay — Thu, 17 Sep 2020 07:23:26 GMT

Can you test the speeds with a laptop/computer connected directly to the hub using fast.com (BTs favourite) and if your speeds are poor then
You could try factory resetting your hub, disconnecting the cable from the hub and power cycling the ONT (leave it off for at least 5mins)
power up the ont but leave the hub off without the cable.
when the pon light is solid turn on the hub until the light is purple and connect the cable to the wan port.
now test the speed and if you’re getting a good service move onto the Wi-fi.

As you’ll know Wi-fi can be effected by a ton of things, if it was me I’d start by checking

which clients are connected to which frequency in the hub
See if any of the slower clients are on the 2.4 but are 5 capable by turning off the 2.4 in the hub
make sure you’ve not got overlapping channels with a neighbour

And Apologies in advance if you’ve already tried all of this.

Note with FTTP WAN link speed will show 1000mbps regardless.

There’s a ton of folks reporting several poor speed characteristics of Fibre900 so you’re not alone.

Some have been more successful with a 3rd party router to boost their Wi-fi speeds.

ps sorry about the large text at the start, not sure what happened but I cannot change it to normal...