Upload latency/bufferbloat on FTTC

[Koda]

So I have a BT FTTC/VDSL Connection. This was supplied with a BT Smart Hub 2. Since day one I have had issues with massive latency on my upload. It's always somewhere between 500ms and a full second. The day to day experience is terrible with anything that's sensitive to this. If I am doing a Zoom call for example other people can barely understand me because my feed is stuttery and garbled. 

I didn't have this with my previous ISP, so I experimented and removed the SH2 and connected an Openreach modem and an Eero pro router. In basic configuration my upload latency dropped to a much more usable 90ms. Enabling SQM in the router settings my upload ping never went above 30ms. Fantastic! - EXCEPT I need to be using BT equipment if I want to use my landline and TV services.

So, I borrowed an EE Smart Hub Plus (SH31B) from a friend who is with EE Broadband thinking a newer and better router from BT/EE would be better. Plugged it in, and the performance is almost just as bad as the BT Hub is.

I am confident there is no fault on my line and that the problem seems to be with the BT and EE routers. But what am I supposed to do from here? I want to be able to use my landline and my EE TV Service. But I also want a usable internet connection that is actually fit for purpose too.

Are there any solutions, suggestions, ideas or otherwise helpful answers to this problem at all please? Any advice or guidance would be greatly appreciated!

[rbz5416]

Highly unlikely that two routers are going to have the same fault.

Have you managed to test the SH2 with a device connected by ethernet?

[Koda]

Hi, thanks for the reply. 

I don’t think this is specifically a faulty router but just that BT/EE routers maybe have a flaw that makes them prone to this? It seems that not everyone experiences this, but I’m far from the only person to find this happens on the smart hubs either. There’s a few posts I’ve found with similar complaints. 

I know that the SH+ I borrowed isn’t faulty as it works on another connection just fine  but I also know that my line isn’t faulty either because third party equipment doesn’t display this behaviour it’s so confusing! 

Yes, I can confirm I have tried both wireless and wired connections. With the smart hub 2 and smart hub plus the upload latency is still horrific on both at 500-1000ms.  With a third party modem and router it’s perfectly fine on with WiFi and Ethernet - Just then I can’t use the landline or EE TV service. 

[rbz5416]

When you tried the modem, was that using the same DSL cable as you use with the SH2?

Have you tried the test socket behind the master socket faceplate?

[Koda]

I've tried with the same and a different DSL filter and cable. The test socket has also been tried with no difference.

I am almost certain that the problem lies with the BT/EE Smart hub family  and affects a portion of customers under certain circumstances of their line (I am just not sure what these circumstances are) since like I said I have seen reports online of the same from others too, and have already ruled out faulty equipment or faulty line.

[rbz5416]

Maybe try the Kitz forum, there are some knowledgable folk on there.