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

[RobotG]

I think they are aware of this situation now and that they need to do something about it. 

[Vanadiel]

This is likely not high on the radar due to it affecting only a small amount of people, and it's also possible this is by design rather than an error or bug.

[taid]

Just received the Giga hub 1.0 in the mail. Will replace the Giga Hub 2.0 later today and test out the issues. Hopefully this will fix it permanently.

 

[RobotG]

I called tech support yesterday afternoon. It arrived this morning. It has the old 2.14.1 firmware. Connected up my router and logged in PPPoE with the new pass and everything seems to be working again. Full speeds have been restored. Let's just hope they don't push a new firmware update. The tech said it shouldn't happen because they are aware of the situation now. Also, the phone call yesterday took around 10 minutes with the first point of contact. The tech know what my problem was, had a solution, so I did not even need to ask for an escalation. 

[Lundon44]

This is on the Giga Hub 1.0 or 2.0?

[RobotG]

I was mistaken and thought I had a 2.0 before. I had a 1.0 all along and it was replaced with another 1.0. 

[Lundon44]

I've called Bell 5 times in the last 2 days. Not including live chats with various Bell reps. NO ONE, literally NO ONE has been able to help with this downgrade. No one is aware there is an issue. They claim my issue is isolated and just keep sending me in circles from tech support to customer service. Either I get disconnected, or they say they can't process downgrades. I've asked to speak to managers and no one will transfer me. I received a supervisor who also has no idea what PPPOE or port forwarding is. He's requesting a level 1 tech to call me back in 48 hrs with no promise of a downgrade. Seriously, this is frustrating and I'm 1 call away from just cancelling Bell all together and moving to Telus.

[tipwell]

Hello @BellPatricia,

Any updates on this? Can expect a credit for downgraded speeds?

Thanks,

[Maarten]

Hello @BellPatricia, Can you please confirm that Bell is still working on this issue and that we should continue to wait for a fix via a firmware update to our Giga Hub 2.0 units? Thank you.

[Lundon44]

I gave up waiting. 

After a dozen calls/chats with Bell, I was finally connected to a real tech who was able to downgrade me to the Hub 1.0. All problems are gone. Port forwarding works again and no loss of speed. 

[DPynn]

I’m experiencing the same issue as many others here, and frankly it’s extremely frustrating. I’m subscribed to a 3 Gbps up/down service, and I can consistently achieve those speeds directly at the GigaHub 2, so the line itself is clearly not the problem.

However, when I configure my router using DHCP, I get the full 3/3 speeds—but that forces me into a double NAT configuration, which is completely unacceptable for a setup at this level. I also refuse to rely on Advanced DMZ, as it is unreliable and repeatedly loses its handshake with my internal router, making it unsuitable for any stable deployment.

I’ve done extensive testing on my side and even had Bell technicians onsite yesterday. I demonstrated very clearly how the GigaHub 2 throttles my internal bandwidth to well below gigabit speeds when using PPPoE. The moment I switch back to DHCP, full 3/3 speeds are restored instantly. This is not intermittent—it is consistent and repeatable.

At this point, I know this is an issue with the GigaHub 2, especially given how many others are reporting the exact same behavior. My equipment is high-end and fully capable of well over 5 Gbps via PPPoE and 10 Gbps via DHCP, so there is no question that the limitation is not on my side. The technicians I spoke with—both onsite and on the phone—clearly recognized the situation. While they avoided stating it outright, they did confirm that my setup is correct and that my hardware is more than capable of achieving full 3/3 performance.

What makes this even more frustrating is that when I signed up for Bell, there was no indication that using PPPoE would result in losing roughly 75% of my available bandwidth. I’ve been using high-speed internet for decades, and I have never once had to accept a drastic speed reduction simply because I chose to use my own router.

To make matters worse, my brother is running the exact same router and configuration as I am, but on an older Bell modem—and he gets the full 3/3 speeds over PPPoE without any issue. This only reinforces that the problem lies squarely with the GigaHub 2.

At the end of the day, the fact that my only options are:

• Settling for roughly 600 Mbps down / 800 Mbps up over PPPoE, or
• Running an undesirable double NAT setup using DHCP

is simply unacceptable for a premium 3 Gbps service.

I expect significantly better performance, transparency, and flexibility from Bell—especially at this service tier.

[dks]

Thanks for your concern. Bell does not support customer equipment beyond the Giga Hub. This is not a new policy. Making your equipment work behind the Giga Hub is up to you. You do reach your profile speed at the Giga Hub. There are lots of other resources out there which might help, such as Reddit’s Bell sub- Reddit and others. Unfortunately that is the limit of my comments. 

[DPynn]

Thanks for the response, it is appreciated - and I know you are not a Bell representative.

I understand that Bell doesn’t support customer‑owned equipment — but that isn’t what I’m asking for. This isn’t rocket science, and I don’t need assistance with my hardware. I’m pointing out a performance limitation within the GigaHub 2 itself.

To be clear:

• My equipment works perfectly on older Bell modems

• My router achieves full 3/3 Gbps via DHCP behind the GigaHub 2

• The moment PPPoE is used, the GigaHub 2 caps throughput to well under 1 Gbps

• Bell technicians have confirmed my setup is correct and the issue is reproducible

• Many other Bell customers are reporting the same PPPoE limitation on the GigaHub 2

• The GigaHub 2 is throttling PPPoE to sub‑gigabit speeds — something Bell has never disclosed and something that does not occur on previous Bell hardware or with any other ISP I’ve used

This isn’t a support request for my router. It’s a hardware or firmware limitation on Bell’s gateway that prevents customers from using PPPoE without losing most of their subscribed bandwidth.

I’m simply asking Bell to acknowledge whether this PPPoE limitation on the GigaHub 2 is known and intentional, or whether it’s a defect that will be addressed.

[dks]

Only Bell staff can answer your question, but I would be very, very surprised if they did. Bell does not usually comment on such matters, at all. Nor will they tell you if it is being addressed. The choice to use an external router is yours and yours to support. Bell won't change their hardware or software for singular users. 

[RobotG]

Try calling 1 866 302-5922. and explaining the PPPoE situation, which was definitely a over-the-air firmware push that broke the functionality on the Gigahub. My tech acknowledged this was a problem and overnight shipped a unit with the old firmware. He told me they will not update the modem with the buggy firmware, but they could not push an old firmware and needed to physically send a replacement unit.

I swapped out the modems and got my full PPPoE speeds back.