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

[Lundon44]

I suffered for weeks with these issues. And every call and live chat with a Bell tech was beyond frustrating. I was either met with denial that these issues existed or techs forced their basic troubleshooting steps on me in attempt to fix an issue that their firmware broke. Every request to speak to a manager or senior rep was also denied. After a few weeks of contact with Bell, finally one rep escalated my call to a senior tech. I received a call back, explained my issue and they asked what I was looking for. I said, I just want to downgrade to the Hub 1.0. No problem he said, ordered one and it arrived in 2 days. This was a month ago and haven't had any issues since. No loss of speeds and zero issues with port forwarding. Luckily I was still in the return window on Amazon where I bought my 3rd party Asus router because Bell told me this was what I needed to "fix" my issues. When I fact, I just needed to downgrade. They still won't admit their firmware broke a bunch of stuff on the Hub 2.0

[Vanadiel]

And this is why I love my home hub 3000. Sure I am limited to 1.5/1 plan, but my home hub is sitting on a shelf as I use the GPON directly into my own equipment.

As a bonus I am also on a special introductory price when they rolled out fiber in my area.

[Lundon44]

Why is your plan capped? 

[dks]

He is on GPON, which has the limit he names. 3 & 8 Gb service requires XGS-PON. 

[Vanadiel]

It's not, but if I wanted 3/3 I would loose the GPON and be stuck with a home hub as 3/3 requires a different PON which is non-removable on the home hubs that came after the home hub 3000.

[maroy1986]

Just got hit with the same issue this morning. Been running 3/3gbps on pppoe-passthrough for over a week without any issues with the gigahub 2.0 and my OpnSense router. I was hitting 3.3 both way without issues. Then power-outage overnight forced everything to reboot and now I'm stuck at 700/800mbps from my opnsense router. I still get full-speed from the ggh2.0 which is normal. Gigahub 2.0 firmware is 3.11.3 at the moment.

I know this is a case Bell doesn't really support neither care about since I bypass with my equipment, but the fact it stopped working properly over a forced reboot is absolutely infuriating. I'm now wondering if I should try to get downgraded to the HomeHub Giga 1.0 which seems to be free of this issue.

[Gio1234]

Currently experiencing the exact same issue :(, has anyone gotten the GPON bypass to work with the bell 4K PVR?

[Gio1234]

Why is this discussion marked resolved?

[dks]

Thank you for your question. The forum software marks the issue as resolved when a helpful reply in response to the question is posted. The helpful answer may not be to your specific question, however. The original poster’s issue may be resolved, though. The resolved indicator can not be changed as it is within the forum software code itself, which is not written or owned by Bell. 

[wardtj]

Yes, I can confirm that this issue has come back.  It was resolved at the start of May, and then, one reboot later.. its back. 3/3 down to 1/1.

[BellPatricia]

Hi there @Gio1234 & @wardtj 

Welcome to the Bell community, and thank you for your post.

While a solution is currently under development, we would still like an opportunity to review your account a bit more. I will be in touch via private message soon. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

@BellPatricia 

[Gio1234]

Agreed still getting terrible speeds, even below 500 MB/s with Pppoe or admz 

[tipwell]

I miss the time before Feb 10. I used to pay for 3/3 and it worked flawlessly with the same hardware.

Anyone was recently able to obtain a 1.0 HUB with an older firmware?

[Lundon44]

I did. 

Wasn't easy though. Probably reached out to Bell 8 or 9 times before I found someone willing to escalate me to senior tech. The process was extremely frustrating along the way. But the senior tech called me, I explained the issue. He asked what I wanted, I said the Hub 1.0. He ordered it for me and it came in 2 days. No problems since and that was 2 months ago. 

[N2Narcosis]

I am also still experiencing this issue.