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BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

Murphh95 — Thu, 21 Apr 2022 19:52:18 GMT

Hey team,

I upgraded to Fibre 900 recently

Download is fine, but when using the Smart Hub 2, upload is still locked to my old package upload (50-70mbps) and the BT speed test in the app confirms that upload speed.

If i dial a PPPoE connection directly on my pc to the ONT box the result is still the same

download is fine, it doesn't make sense that it's a performance issue on the Smart Hub 2, and makes me suspect there is some kind of throttling going on with the hub

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

imjolly — Thu, 21 Apr 2022 19:56:52 GMT

There's re numerous posts like your if you search forum. You just need to wit a few days for up sped to correct itself. It appears to be slow whereas down is correct at outset

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

Murphh95 — Thu, 21 Apr 2022 19:58:43 GMT

Yeah I have checked the other posts and none have a proper fix and some people still have the issue and others work fine I've had this package for a few weeks now and still the same issue

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

NeilO — Fri, 22 Apr 2022 11:34:26 GMT

Hi @Murphh95 I'm sorry to see you're experiencing problems with your broadband speed, the moderation team will be happy to help and I'll send you a private message in a moment so you can send over your details.

We're very busy at the moment so it may take us longer than usual to respond.

Thanks

Neil

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

Murphh95 — Sat, 23 Apr 2022 11:46:34 GMT

The issue is now resolved I had a open reach engineer out today due to my upload speed being capped at 50mb on the 900mb package and the engineer contacted open reach technical team who advised my profile package with open reach was setup incorrectly which put a cap on the package and the adviser on open reach side did something on their end and now up getting around 110 upload from 50mb so when contacting BT advise them to contact open reach regarding this issue and to check your profile is setup correctly with open reach

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

PaddyB — Sat, 23 Apr 2022 13:20:15 GMT

Hi @Murphh95,

Thank you for posting back to update the thread.

I'm glad the engineer was able to help.

Thanks,

Paddy

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

pippincp — Sat, 23 Apr 2022 17:12:01 GMT

@PaddyB Is this the actual reason for the upload issue rather than a setting in the hub or was it just in this case?

It would be good to know what the issue is when it occurs along the lines of openess and transparancy. That is all customers ask for after all.

Thinking further, if using a third party hub solves the problem then the Openreach engineer was clearly wrong.

It would be good to know exactly what the issue is as it is not confined to BT but also affects some EE customers.

Oh wait, it's the same hub with different GUI. Same firmware?

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

sheuho1 — Mon, 02 May 2022 14:20:02 GMT

Hi just upgraded to BT 900, I too am facing upload throttling speed issues. Download is perfect but upload seems to be stick between 50-72mbps max. Any ideas if my router need parameters sent also? My routers been on and stable for 6 days now and no change. Any ideas how I can fix this as I should be getting 900/110.

Not sure how to get hold of a Moderator to escalate my issue.

Cheers in Advance

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

NeilO — Mon, 02 May 2022 15:11:25 GMT

Hi @sheuho1 welcome to the community, I'm sorry to see you're upload hasn't improved after upgrading your package. I've sent you a private message so you can send your details over to the moderation team and we'll be happy to help.

Thanks

Neil

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

sheuho1 — Wed, 11 May 2022 15:04:25 GMT

Hi this is just a quick update and a big shout out to NeilO who managed to sort and solve my BT 900 Upload speed issue. I am no getting expected upload and download speeds.

NeilO has been amazing since picking up my initial message on this post and wanted to say a big thank you to you and all that have responded to my queries.

Many thanks and all the best Sheu.

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

NeilO — Wed, 11 May 2022 15:41:22 GMT

@sheuho1 No problem, I was glad that I was able to help and you're more than welcome to post back on the community if you need any assistance in the future.

Thanks

Neil

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

opsGordon — Tue, 05 Jul 2022 11:35:20 GMT

Hi,

I think I'm suffering from the same issue - recently upgraded from Fibre 500 -> 900. Download speed is great but upload speed is stuck around 70.

Is there any chance @NeilO or one of the other moderators could take a look? It would be most appreciated.

Many thanks,

Gordon

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

sheuho1 — Tue, 05 Jul 2022 11:44:33 GMT

Yes hopefully NeilO or one of the mods will look into this for you. They will put you right. Not sure why Openreach has issues with upgrading packages and not updating the setting their side before going live.

Good luck and let us know how you get on.

Cheers S

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

DavidM — Tue, 05 Jul 2022 13:42:06 GMT

Hi @opsGordon and welcome back.

It's been a long time but great to see you again. I'm sure we can help with the upload speed issue. I'll drop you over a private message now so you can get in touch.

Cheers

David

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

opsGordon — Thu, 07 Jul 2022 09:35:05 GMT

Just a quick update to say my upload speed is sorted. The mods here were fantastic - had a call from Neil who raised the issue with Openreach. It was sorted in less than 48 hours. Neil even called me back this morning to let me know he had speed checked my line to confirm it was fixed.

Thanks for the great service!

Re: BT Fibre 900 Upgrade / Smart Hub 2 upload throttling

sheuho — Thu, 07 Jul 2022 09:43:56 GMT

Yeah NeilO is the man, he's super fast and yes very hands on and calls you with an update. Glad you u got it all sorted.

Enjoy the upload speed!!!!