I've had BT broadband for many years and have had Fibre 100 for a couple of years, at least. Since installation of Fibre 100, I've had average download speeds of c. 130Mbps. At the beginning of July I switched from Sky TV to BT TV (was put on a 2 year Broadband and TV contract) and was provided with the Smart Hub 2 (previously had the Smart Hub 1). Immediately my broadband speeds have dropped from 130Mbps to between 60 and 80Mbps and this is consistent. Please note this is the speed when BTTV is not being used so is a like for like comparison with my broadband when I had Sky. The BT Broadband test confirmed that I was receiving less than the 100Mbps guarantee and they have opened a fault for me, although no progress seems to be being made with it. As I say, I know that I can receive consistent speeds of c. 130Mbps which has disappeared overnight and I would really like to know (1) what has happened and (2) when will my previous speed be reinstated.
All help appreciated, many thanks.
One thing you haven't made clear, have you changed ISP? All you mention is a change of TV service.
I'm attaching below a screenshot of the BT Wholesale broadband speed checker site for my exchange - Newtown Llantwit - box 28. Does this help with an evaluation of my problem? Many thanks.
So to be clear, I've had BT Fibre 100 Ultrafast with a Smart Hub 1 for about 2 years with speeds at 130Mbps. At the beginning of July I also took on BTTV ( I was previously with Sky for my TV) and was sent a Smart Hub 2 as part of the package. My Broadband package has remained the same - Fibre 100 - but the download speed has bombed to between 60 and 80Mbps since taking on the Smart Hub 2.
Thank you for the clarity. I was a bit confused. So, do you still have the other hub or did you send it back? It was yours after all, the SH2 isn't, BT changed the terms where they now retain ownership but previously once you finished the minimum term the hub became your property. That's another story though.
Can you post the connection stats from the hub. Go to advanced settings/technical log/information.
Do a quiet line test, 17070 option 2,best with corded phone. Shouls be silent between announcements. You may get a dull hub from a cordless but that's OK.
Yes I still have my old smart hub. I was wondering whether I should try just going back to that? I've done the quiet line test - we have cordless 'phones for the landline. Apart from a very feint noise (presumably the cordless radio), the line is completely quiet.
Below are the stats from the Tech log for the Smart Hub 2:
|Product name||BT Smart Hub 2|
|Fireware version||v0.17.01.12312-BT (Mon May 11 18:49:53 2020)|
|GUI version||1.56 15_02_2019|
|DSL uptime||1 days 7 Hours 19 Mins 45 Secs|
|Data rate||15.9 Mbps / 87.5 Mbps|
|Maximum Data rate||15.6 Mbps / 79.6 Mbps|
|Upstream error control||Off|
|Downstream error control||Off|
|Data sent / received||1.8 GB Uploaded / 2.1 GB Downloaded|
|2.4 GHz wireless network name||BT-JKACJ9|
|2.4 GHz wireless channel||Smart (Channel11)|
|5 GHz wireless network name||BT-JKACJ9|
|5 GHz wireless channel||Smart (Channel36)|
|Wireless Security||WPA2 (Recommanded)|
|Wireless mode||Mode 1|
|Boot loader||0.1.7-BT (Thu Nov 30 09:45:22 2017)|
Hope that helps and await to hear. Many thanks.
Oh and btw, I've just been onto the BT troubleshooting site where I first reported the fault and they have stated that the fault has now been fixed. However, I'm getting a download speed atm of 67Mbps, which is less than 50% of what I was achieving prior to the receipt of the Smart Hub 2. Any advice around what I should be expecting (download speed wise) and what my options are would be greatly appreciated.