BT Fibre 900 speed issues since BT re-wire

[JamesD76]

Hello,

Hopefully someone can help me with some BT Fibre 900 speed issues.

Recently our fibre broadband went down, and until then my speed checks (online ones like nperf) were giving me 700mb+ rating using a *wired* connection to the hub.

Over Christmas our broadband went down (along with our neighbours sharing the same pole line). The BT engineers said they had to rewire the cable and it wasn't connected properly by the original engineer last year.

Since then the online speed checks are around 200mb out of 900mb. The BT App claims its 750mb, but I've tried two different fast laptops connected directly to the Smart Hub 2, and also tried 4 different ethernet cables (including a brand new Cat 8 cable) and consistently get 200mb readings based on several different speed checkers (nperf, fast, etc).

Remembering that I was getting 700-800mb readings previously using the same setup, wondering how I ask BT about this, as they will just say that their BT App says 750mb and so they will not be interested I suspect?

Any help or suggestions appreciated, thanks.

[c64z86]

I'm just a customer responding here, but what does this test say?

BTW Performance Tester (btwholesale.com)

I don't know if it uses the same test as the app does, but it's strange the app is saying one thing yet the other speed tests are saying another.

What are your actual download speeds like in programs like Steam, anything that can download large files, or if you use Playstation/Xbox or any gaming console? (In steam you can change it to show mbps instead of MB/s by going to steam>settings>download then toggle "Display download rates in bits per second" if it isn't already on)

[JamesD76]

Hello,

Thanks for your reply.

If I run that BT test from the link, it says I have 24mbps download (and 100mbps upload), other online tests seem to show download between 160mps-250mbps. (The upload speed is consistently around 100mbps).

I've haven't used file-based programs like Steam. I just checked on the PS5 and it says 900mpbs download (and 14mbps upload) , which is kind of strange! None of the laptops (using good cables) get anywhere near that so I'm completely baffled. 

Any further suggestions would be most welcome. I've tried restarting the hub, and also the fibre connection box too. 

Thanks.

[c64z86]

Yes it is strange for sure.

I don't have any suggestions to try sorry, but I hope it helped narrow down the problem so someone who works for BT will come along and might be able to determine it.

Speaking of the playstation... last night it was the opposite for me, it was showing 150mbps on the PS5 yet everything else said I had my full 500mpbs xD (The low upload on the PS5 is pretty normal, sony has that capped)

But I guess as long as files actually download at 900mpbs, the internet is fine and it might be a glitch somewhere in the system that stops these speedtests showing your full bandwidth? Someone who knows a lot more will have a better answer.

[JamesD76]

Thank you for your suggestions, yes it all helps in solving the mystery 🙂.  I'm a little baffled. The PS5 is a wired connection but actually further away in another room. The laptops I tried were literally sitting next to the router and plugged in directly.

[ptrduffy]

Hi @JamesD76,

A couple of things to check.

Firstly, when you say you're connected directly via ethernet cable to the Hub, just to be clear - there are no powerline adapters involved?  It's just PC -> cable -> Hub?

Assuming that is the case, the first thing I would try is a factory reset of your Hub - you can find details for your model here.

If that doesn't help, you could try bypassing the hub, and connecting your laptop directly to the ONT.  You will need to set up a PPPoE internet connection on your laptop, with the following details:

username: bthomehub@btbroadband.com

password: BT (actually, anything will do)

Then you can test the speed on various sites without the Hub, just to rule out that being the problem.

Good luck!

[JamesD76]

Hi @ptrduffy ,

Thanks for your reply.

Yes directly connected via a 1m cat-8 cable between laptop and Smart Hub 2. (I tried different cables too in case). Literally sitting next to hub, no powerline adapters or such.

I did try resetting the Smart Hub, but it doesn't appear to have made a difference so far.

I will try your suggestion for ONT. Sorry this is new for me, I guess ONT means the incoming white fibre box on the wall, and I should plug the laptop into the port where the Hub is currently plugged in? How might I set up the PPPoE connection please?

Thanks.

[ptrduffy]

Yes, the ONT is the small white box that the Hub connects to, and you can connect your laptop to it in place of the Hub.

Assuming you're using Windowes, this is a guide to setting up the PPPoE connection: https://www.digitalcitizen.life/how-setup-and-use-pppoe-internet-connections-windows-10/

[JamesD76]

Great thanks a lot, I will try this when I finish work later.

[ptrduffy]

One other thing worth checking is that there isn't another device on your home network hoovering up bandwidth in the background.

You can eliminate this by repeating your previous speed tests with WiFi turned off, and only your laptop connected to the Hub (with apologies if you've done this already) - there was a previous post on here where someone discovered another PC was downloading signifcant updates in the background, which explained their speed test slowdown.