The superhub has issues, all you need to do is a search on this forum. Go back to the HH5 or even better buy a third party VDSL router.
You'll never regret it.
My 6 year old router died, and i was talked into a new contract for 24 months and to buy a new smart hub, which i understand is a version 6.
Arrived on April 3rd, since when I have had two major instances of the line disconnecting and reconnecting over a one hour period. I reported the first over the weekend, and was told it would be monitored for 48 hours, and then i phoned again about one hour ago, after which i was told an engineer visit for tomorrow.
I have just looked at mybt.com to find I have no faults logged against my account.
Update on this guys from my end.
Went back to the HH5, saw an instant improvement yet I began having issues with the HH5 and NAT types for our Xbox One's.
Had to go back to the HH6 and it's back to the poor connection speed again.
Sent an emailed complaint in, it took BT less than a day to reply.
Advisor stated that the drop in speed is likely down to an increase between the exchange and my home lol, saying it could be the "jointing". I argued that no work has been carried out as far as I'm aware as I've had no downtime, my home nor the exchange has grown legs so doubt the distance has increased.
I argued the toss, line went dead and was eventually recontacted 15 minutes later. I stated that the equipment is not fit for purpose and I've been mid-sold but advised anything above 40 is classed as acceptable, so I have to take a hit of almost 10mb for just under 18 months.
The guy is sending me a new router, but would not reset my IP profile to resync stating that it is fine and that it would not go up??? What's the f***ing point?
Rest assured, if this does not get sorted, I will be raising it to the second stage of complaints, making contact with the ombudsman and will subsequently request my contract be cancelled.
Paying more than other companies for a substandard service when I know I can get a better speed as I have evidence to show yet they fail to read he email or complaint in full is frustrating to say the least.
If anyone from BT reviews these posts, please make contact if based in the UK as 9/10 issues / problems are lost in translation.