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BB continually resets & speed is worse than copper

El-Gringo — Mon, 16 Mar 2026 10:26:50 GMT

My fibre BB continually resets & my old 50 mbs copper connection was more reliable! On reconnecting, most of my security cameras don’t reconnect automatically & I have to reset them & jump through hoops to get them all back on line. Neither of my EE TV mini boxes reconnect automatically either & I have to jump through similar hoops to get them to work again. I upgraded my BB contract to 500 mbs recently in the hope things would improve, but no. My BB speed is regularly lower than the service I pay for, yesterday it was 140 mbs, this morning it is a ridiculously low 17 mbs. EE/BT are impossible to contact without making long & expensive phone calls & the complaints contact I tried this morning produce the message “this service is not available at the moment” - after I had finished typing! Always had good service from BT/EE over many years in the past, including when I first switched to fibre but I now find this situation completely unacceptable. How on earth am I supposed to get an answer or the contract speed/reliability I’m paying; so many obstructions to get a meaningful contact with EE/BT & having to jump through to many hoops!

Re: BB continually resets & speed is worse than copper

licquorice — Mon, 16 Mar 2026 11:12:59 GMT

First of all, calls to customer services are free, not expensive.

How are you connecting to the hub, by WiFi or Ethernet cable.

If things aren't connecting after an interruption, the problem isn't with your broadband, it is either the hub or, if WiFi, interference.

Re: BB continually resets & speed is worse than copper

iniltous — Mon, 16 Mar 2026 11:34:15 GMT

If you are on FTTP , unless you are the only user on your ‘network’ then if the network were at fault , others would have the same issues as you , and potentially have already raised a fault , so chances are will be already be under investigation noted or even automatically detected by the equipment and self reported, TBH , not very likely to be the network but something at your end .
Unless there is a fault 17Mb is ludicrously low , and not really possible even if your local network if at capacity (so congestion the cause) but if it is a network fault or your own ONT/router , report it , as stated calls to BT are free , if it takes a while to get an answer that’s unfortunate but what’s more important, reporting the issue and getting it fixed or complaining about having to a while .

FWIW , I recently had an issue , not even service affecting, just in an idle moment I did a speed test which reported around 50% of my expected speed (thus was on the speed tester accessed via ‘My BT’ , the low speed was reported automatically and a tech turned up the next day ….

Re: BB continually resets & speed is worse than copper

gg30340 — Mon, 16 Mar 2026 11:42:21 GMT

Calling BT using 0330.1234.150 is charged but if your calling package has free calls the 0330 number will in most instances be included in the call package.

You can also call BT on 0800.1234.150 which is a free call number.

Re: BB continually resets & speed is worse than copper

imjolly — Mon, 16 Mar 2026 12:04:14 GMT

@El-Gringo

if you are on FTTP and hub continually resetting (hub light changes colour) as you say do the lights on the ONT stay on/change colour?

Have you tried a factory reset of the hub? have you tried switching off ONT then on again? have you tried change the ethernet cable connecting ONT to hub?

Re: BB continually resets & speed is worse than copper

El-Gringo — Mon, 16 Mar 2026 15:14:53 GMT

Thanks to all for getting back, things went from bad to worse since I posted & I was getting nowhere. After trying many different things, I retrieved a new, spare BT hub I had in the loft &, to my amazement, it went on line straight away & a speed test is showing a full 500 mbs. Really surprised it turned out to be the hub as, in all the years I’ve been with BT, I’ve never had one fail on me slowly like that or even hold a connection! Oh joy but now I’ll have to change the passwords on all my other on-line gizmos!

Re: BB continually resets & speed is worse than copper

imjolly — Mon, 16 Mar 2026 15:25:29 GMT

Just change the SSID and password on the new hub to be that of previous hub and devices will connect automatically

Re: BB continually resets & speed is worse than copper

WSH — Mon, 16 Mar 2026 15:33:26 GMT

A full factory reset on the old hub is worth a try as well.

Make sure you hold the reset button in until the light goes green again and be aware that it will clear any custom settings you've entered. You can export those settings and then re-import them however.

Re: BB continually resets & speed is worse than copper

El-Gringo — Mon, 16 Mar 2026 15:38:01 GMT

Didn't know you could do that, I'll have to explore that one!

Re: BB continually resets & speed is worse than copper

TimCurtis — Tue, 17 Mar 2026 15:41:40 GMT

@El-Gringo

Just note that if you have DV then you should back up the contacts stored in the SmartHub 2 before doing a full reset and load them back after that.