Smart Hub 2

[shobfb]

Hi everyone, I hope it’s okay to raise this here rather than starting a new thread – please let me know if I should post separately.

Promise of high speeds via fibre broadband, but unusable connection – issues with Smart Hub 2?

I’m having ongoing problems with the BT Smart Hub 2. It’s located in a utility cupboard in a small apartment. I had no issues with a standard broadband connection on my previous NOWTV hub in exactly the same setup, so this seems to be a hardware issue rather than an environmental one.

Despite high fibre speed test results, I’m experiencing packet loss, latency and unstable performance (video calls and even basic browsing are lagging). As you can imagine, I’m unable to do normal browsing, let alone work reliably.

I’d be grateful for any direction or workarounds. It’s very concerning that BT are deploying hardware that struggles to deliver stable service while promoting their fast fibre broadband.

Thank you.

[Debbie_G]

Hi @shobfb.

Thanks for coming to the community.

Could you try the steps on the BT Broadband Connection Problems page? There are some really useful troubleshooting steps that might help get this sorted. 

If you're still having problems after this, there's also an option to book an engineer to get this checked further.

Debbie

[Kodikid]

Comes to something when that notoriously bad isp Now are quoted as a good example. Best ring BT and explain the situation could be something as simple as a faulty router. 

Going forward cupboards are not normally top of the list when it comes to router placement. 

[shobfb]

Thank you, I'll try to see if BT will entertain my request for an engineer to attend and check.

[Kodikid]

If you're paying for a service your not receiving then sending a engineer out is not a big ask

[shobfb]

For anyone dealing with telecom complaints (UK):

1. Communications Ombudsman: Handles unresolved complaints after 8 weeks or with a deadlock letter, but cannot require a provider to maintain any particular speed over Wi‑Fi – only up to the router itself.
   https://www.ombudsman-services.org/sectors/communications
2. Ofcom: Regulates providers under the General Conditions and monitors compliance but does not resolve individual cases. I have raised with Ofcom concerns about sustainability and circularity – if poor‑quality hardware is supplied to many consumers, and each is expected to add extra equipment, this conflicts with BT’s stated sustainability values.
   https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/general-conditions
3. Scope of responsibility: Both the provider’s obligations and the Communications Ombudsman’s remit generally end at the main line into the router. Performance or equipment beyond that point (such as wireless speed or extra hardware) is not enforced.