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BT Full Fibre Upload Capped

Steveyk98 — Tue, 18 May 2021 00:40:08 GMT

Hi i recently got my full fibre 900 installed and it seems to be that when using my smarthub2 the upload is capped at 50 upload, it’s happened to a few of my friends and seems to be a problem everywhere by the amount of forums I see

when I use my own 3rd party netgear nighthawk I get the 110 upload speed

anyone know how to fix the problem / uncap on the smarthub2

Re: BT Full Fibre Upload Capped

matekaneve — Tue, 18 May 2021 07:48:36 GMT

It is a known issue and the mods here on the forum are more then happy to help you to sort it. If you just got connected give it a few days as sometimes it sorts itself. In my case after 2 or 3 days my upload went from 50 to 110Mbps by the morning. If after a few days no changes happen you can ask one of the mods to help you and they will push the right profile on your hub. See THIS thread for more about this. 🙂

Re: BT Full Fibre Upload Capped

Steveyk98 — Tue, 18 May 2021 08:30:04 GMT

Okay thankyou for that reply, I will give my hub 3 days of uptime and if it hasn’t sorted itself I will ask for a mod to help

i just don’t understand how I can plug my own router in and setup the pppoe and instantly get the 110 upload

Re: BT Full Fibre Upload Capped

matekaneve — Tue, 18 May 2021 08:34:37 GMT

To be hones I have no clue, but BT is clearly aware of it and hopefully working on a fix. It seems like there's something to do with the bt hub as all 3rd party routers are working fine. Let's hope we will see the fix soon and the mods here don't need to be bothered by this issue anymore. 🙂

Re: BT Full Fibre Upload Capped

Steveyk98 — Tue, 18 May 2021 09:07:33 GMT

I have been reading through the forum you linked me with over 1000 replies and that dates back to March so it’s been 2 months and still no fix

Re: BT Full Fibre Upload Capped

PaddyB — Tue, 18 May 2021 09:40:58 GMT

Hi @Steveyk98,

Thank you for posting. I'm sorry if you're upload speed has been capped at 50 Mbps. If you send me your details, I'll be able to give you a hand in getting this fixed.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: BT Full Fibre Upload Capped

Steveyk98 — Tue, 18 May 2021 09:47:41 GMT

Hello I read through some of the comments on forums and what I did to fix the issue was

i power cycled both the hub and the ONT that didn’t fix the problem

i factory reset the hub from the login page and that also did not work

i then factory reset the hub from the pin in the back and also held the reset button on the ONT for 15 seconds and after that it fixed and gave me 110 upload!

Re: BT Full Fibre Upload Capped

Steveyk98 — Tue, 18 May 2021 09:49:16 GMT

^ also after doing this my SH2 had a firmware update and it fixed the problem entirely so that was the issue I’m assuming

firmware version - v0.26.04.04227-BT

is the update I got that solved the problem

Re: BT Full Fibre Upload Capped

pippincp — Wed, 19 May 2021 12:40:08 GMT

@Steveyk98 Your own router gives you 110 straight away as it doesn't have the firmware issue the hub has. Don't know why you are bothering with the hub when you have a perfectly usable alternative which gives you greater control.

Then again if you went for digital voice you're screwed as you have to use the hub for that.

Re: BT Full Fibre Upload Capped

Steveyk98 — Wed, 19 May 2021 12:42:46 GMT

@pippincp the issue is now resolved as stated above ^

also yeah I did opt for digital voice and that’s why I need to use the SH2 instead of my netgear nighthawk

Re: BT Full Fibre Upload Capped

Steveyk98 — Sat, 22 May 2021 14:12:40 GMT

@PaddyB

my internet restarted today and for some reason my hub has now put me back to only 50upload instead of a 110, soon as I plug my own hub in its back to 110, can you please sort this out for me as I need to use the SH2 for the digital voice

Re: BT Full Fibre Upload Capped

RobbieMac — Sat, 22 May 2021 15:09:40 GMT

Hi @Steveyk98

Thanks for your post and welcome back!

I'm sorry for the problems you're having with your upload speed. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Re: BT Full Fibre Upload Capped

Steveyk98 — Sat, 22 May 2021 15:21:55 GMT

@RobbieMac yes mate I’ve replied with the details

Re: BT Full Fibre Upload Capped

DavidM — Sun, 23 May 2021 09:56:13 GMT

Hi @Steveyk98 ,

Thanks for the reply. I can see your email in our queue. One of the mods will be in touch soon.

Cheers

David

Re: BT Full Fibre Upload Capped

Steveyk98 — Sun, 23 May 2021 12:25:50 GMT

okay Thankyou, is this a common problem with the full fibre 900 package and is it an easy fix or? @DavidM

Re: BT Full Fibre Upload Capped

DavidM — Sun, 23 May 2021 12:36:52 GMT

Hi @Steveyk98 ,

We've seen a few of these but I'll need to take a look to check what the issue might be.

Cheers

David

Re: BT Full Fibre Upload Capped

fademidun — Tue, 25 Jan 2022 16:10:35 GMT

I got a shocker news today from BT CS staff (Jass) if it's her real name - because the way she come across was very rude! She basically told me categorically that even I signed up for Full Fibre 900 Halo 3, BT can never deliver that, she said the maximum I can get is 600 download capped! and I repeat she said it's capped! so the 700 stay fast guarantee is just marketing strategy, though I know she doesn't have a clue what she was talking about as some of her words contradicts itself. When I asked her capped by what? she replied by device, and what device?, she said Laptop! Has anyone been experiencing similar issue?. I was shocked, even talking to her as a customer service for BT degrade the value for BT as a company. Broadband speed capped by device, your laptop - BT customer service agent??? I'm looking into buying this router - ASUS RT-AX58U WIFI 6 AX3000 Dual-Band Mesh WiFi System Router any advise?

Re: BT Full Fibre Upload Capped

fademidun — Thu, 27 Jan 2022 13:25:12 GMT

ASUS RT-AX58U WIFI 6 AX3000 Dual-Band Mesh WiFi System Router any advise on connectivity/setup

"Can I use this for BT Full Fibre and how can I connect it, stand alone directly to the socket or with BT router as a modem? can someone please help"

Though not sure if this is the right thing to do since BT has capped my speed to 600 as advised by BT staff

Re: BT Full Fibre Upload Capped

pippincp — Thu, 27 Jan 2022 13:53:49 GMT

For full fibre you don't need to use the BT hub unless you want their digital voice telephon service.

You can use the Asus router on it's own, just plug it onto the ONT which will be fitted for full fibre and set it up for a PPPoE service.

Username bthomehub@btbroadband.com

Password BT

VLANID 101

BTW ther BT adviser didn't know what she was talking about, you will get the full 900Mb, there is no 600Mb cap.

Re: BT Full Fibre Upload Capped

fademidun — Thu, 27 Jan 2022 14:08:19 GMT

Thanks for the reply.. I have just reply to your comment on another thread very informative.. thanks for the contribution

BT FTTP 900/110 installed yesterday..... - BT Community

Can you image she even told me it's the problem with my laptop network card, my laptop?? can't believe it. I have raised a complaint with BT