Giga Hub 2.0: PPPoE passthrough/2nd PPPoE session capped (average 330 Mbps) on 3 Gbps plan

[Velaris]

Hello,

I'm on a 3 Gbps plan and I'm seeing a repeatable/hard throughput cap only when using PPPoE on a downstream device (PPPoE passthrough / second session).

My setup:

- Bell Giga Hub 2.0
- Downstream router: UniFi Cloud Gateway Fiber (UCG-Fiber) connected to the Giga Hub 10G port

What works:

- If the UCG-Fiber WAN is set to DHCP (e.g. behind the Giga Hub 2.0/double NAT), I can reach full speed (~3 Gbps).
- If my PC is behind the Giga Hub 2.0 on DHCP, my PC (1GbE NIC) reaches the expected ~1 Gbps.

The problem (reproducible):

When I establish a PPPoE session from a device behind the Giga Hub, throughput is capped around ~300–330 Mbps.

Repro 1: PPPoE from UCG-Fiber

- UCG-Fiber WAN set to PPPoE using my b1 credentials
- Result: ~300–330 Mbps (repeatable), despite 3 Gbps plan

Repro 2: PPPoE from a Windows PC (bypassing UCG-Fiber)

- PC connected by Ethernet to the Giga Hub 2.0
- PC NIC: 1GbE, cable: Cat6A
- Created a Windows "Broadband (PPPoE)" connection using the same b1 credentials
- Result: same cap at ~300–330 Mbps (repeatable)

Because the same cap occurs even when PPPoE is established directly from a PC (*no* UniFi router involved), it points to the Giga Hub 2.0 PPPoE passthrough / secondary PPPoE session path rather than my router.

Can you confirm:

- Is this a known issue on the Giga Hub 2.0 (firmware-related)?
- Is there a firmware update or hardware replacement option to resolve PPPoE passthrough speed caps?

Thanks

[Vanadiel]

What is the reported link speed between the router and the hub?

[Lundon44]

940ish MBps

[SanthoshV]

Hey guys, Here's the update and solution to all you folks. I've escalated to executive team, they called me back, and the guy sent me the Gigahub 1.0 modem. And we're back in business. PPPOE is working flawlessly. 3 GBps download and 2.4 Gbps ish upload. This is flawless, Now more packet loss, No more double NAT etc. Go ahead and get calling people. They should collectively recall all the Gigahub 2.0 modems. What a trash!

[AnnoyedCustomer1]

Double check if your Giga hub has a dedicated 10G port like my unit does. If so then use that port and double check the link speed for your WAN port on the Asus unit.

[Lundon44]

Yup, I've connected my Ethernet cable from the 10G lan on the Giga Hub to the 10G port on the Asus router. 

[Lundon44]

They refused to downgrade me already. Told me there is zero way to swap my 2.0 for a 1.0 once I already have the 2.0. My only option would be to harass them until someone finds a way to downgrade me.

[Vanadiel]

There have been reports of the link speed not negotiating properly, resulting in 1 Gbps link speed instead of the expected 10 Gbps.

Something you might want to check.

[taid]

Can you share how you got a hold of that team? Do you just call the general line?

[Lundon44]

Yes how would one go about downgrading? Retention would rather let me cancel my service before they would allow me to downgrade my router. 

[SanthoshV]

Yeah, Ask them you need escalation to executive team. Alternatively I found an email (executive.office_relations.clients@bell.ca), but not sure if that would work. But ask the support guy in the call to schedule an executive team call back. Explain your case, and ask them to send you Giga hub 1.0. 

[RobotG]

Alright. I just called Bell Tech Expert customers (premium service) 1 866 302-5922.

I explained the situation. They acknowledged it's a known issue. They said they cannot send a Giga Hub 1.0. But they will send another Giga Hub 2.0 with the old firmware, and they will instruct the system not to push the faulty firmware update. It seems they cannot remotely fix the firmware on this broken unit. The tech said the new unit with the old firmware should work like before. Let's see if this is true. Should be here in one or two days. 

[Velaris]

Keep us updated please!

[taid]

I just called this number 1-866-302-5922 that you had provided. Got connect to tech support, explained the issue all over again and advise them that I would like to downgrade to the gigahub 1.0 and ask to be transferred to the executive team. The agent made the notes and said to hold the line and he’ll connect me with his manager. His manger came back and confirm my information and that I wanted the downgrade to gigahub 1.0, he then put me on hold alfor about 5 mins then came back and said okay it done the gigahub 1.0 will be arriving to my home in 1-2 business day. It was smoother than expected.

[Lundon44]

What did you say the issue was exactly? 

[taid]

That ever since I had upgraded to gigahub 2.0 my internet speed using the pppoe pass through is limit to less than a gigabyte when I’m paying for 3. Which is true. I had escalated this issue before a while back and it was all documented through their tier 2 or 3 tech support team and manger, (not sure if this help  this time around). I also mention that this issue is a known issue with the gigahub 2.0 on the bell forums.