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

[AkashicStreaming]

Hi everyone,

I would like to share my findings because my issue appears to be very similar to the one discussed in this thread.

My setup:

• Bell Giga Hub 1.0 (not 2.0)
• Bell 1.5 Gbps service
• TP-Link Archer AX95 (latest firmware)
• PPPoE using my Bell b1 username
• 2.5 Gbps WAN connection between the Giga Hub and the router

For months, my router was able to achieve approximately 940 Mbps over PPPoE without any issues.

The problem appeared after a power outage, when the Giga Hub rebooted and installed a new firmware update.

Since then, I have consistently observed the following:

Test Results

1. PC connected directly to the Giga Hub

• ~940 Mbps
• No issues

2. Archer AX95 using DHCP

• ~940 Mbps
• Full speed

3. Archer AX95 using PPPoE

• Only 380-450 Mbps
• Completely reproducible

Additional troubleshooting performed

• Same PC
• Same Ethernet cable
• Same Speedtest server
• Router firmware has not changed
• MTU correctly set to 1492 for PPPoE
• MTU 1500 for DHCP testing
• QoS disabled
• HomeShield disabled
• Factory settings verified

I also tested Bell's Advanced DMZ.

Results:

• Full download speed (~940 Mbps)
• However, random WAN interruptions occur every few minutes.
• My VPN disconnects each time.

To isolate the issue, I ran continuous pings simultaneously to:

• the Archer AX95 LAN IP
• the Giga Hub LAN IP (192.168.2.1)
• 8.8.8.8

During every interruption:

• The ping to the Archer AX95 never drops.
• The ping to 192.168.2.1 drops.
• The ping to 8.8.8.8 drops at exactly the same time.

This indicates that the LAN remains stable while the WAN path between the router and the Giga Hub briefly stops forwarding traffic.

Since I stream on Twitch, I cannot use Advanced DMZ because those micro-interruptions cause VPN disconnects and could negatively affect long OBS streaming sessions.

At the moment I have switched back to PPPoE because it is slower but perfectly stable.

Considering that:

• PPPoE previously reached full Gigabit speeds,
• the Archer firmware has not changed,
• DHCP still reaches full speed,
• and several users in this thread report the same behavior (including Windows PCs running PPPoE directly),

I strongly believe this is related to a firmware regression affecting PPPoE Passthrough rather than an issue with third-party routers.

Has anyone from Bell been able to confirm whether engineering is currently investigating this issue?

Thank you.

[Vanadiel]

All questions regarding Privacy can be found here. 

The Privacy Policy is located here. 

Bell does control and monitor their own network, so does every other ISP. It would be pretty bad for an ISP not to monitor and control their own network.

[Vanadiel]

Thank you everyone for taking the time to post and share the issues you're experiencing with PPPoE functionality.

We are aware of the issue and technical teams are working on a fix.  Once a fix is confirmed, we will update this thread with an ETA on deployment.

Thank you,

@BellAlexander - Community Manger

[Vanadiel]

Any privacy issue(s) beyond the policy and other available information should be directed to [email protected]

[cclo]

I was with Bell a year ago with 3.0 Gbps service with Giga Hub 1.0.  I left Bell and went over to Telus.. the reason is price and the second is this issue... DMZ never worked, connection kept on droping...  and the Bridge mode on that Bell Modem never work from Day 1!  Back then I was able to do a 2nd PPPOE connection to my Firewall and I was fine....  I can't believe one year later and find this... it actually gone backward!  now you only get 450 Mbps connection??? I was thinking coming back to Bell after my contact is up with Telus, because Telus never offer 3Gbps in Ontario...   so I google around to find some info... maybe Bell was able to fixed the bridge mode on there modem, I was hoping...   What a  disappointment...   I think I going to stay with Telus...  Yes, they only offer 1.5Gbps down and 1.0 Gbps up.   But there modem's bridge mode actually works!

From what I able to find, the only way to by-pass this Bell Modem is using WAS-110 with 8311 firmware??  It is just too complicated!!!

[dks]

Thank you for your comments. You are correct. Bell does not use bridge mode on their modems. You can use PPPoE passthrough, however. That does have other issues, such as providing your own router, router CPU capacity and more. The bypass you outline is another option, but again, is not supported by Bell. 

[krw]

I'm with Bell and I had to go buy a passthrough SFP module to get my full service speed and I have Ubiquiti Fiber router with PPPoE Offload and it still did not exceed 800 mbps. A solution should be not that hard. If you go to EBOX, they provide a ONT on Bell's network. If you go to Telus, they provide a Bridge Mode capable modem on Bell's network. 

Bell should offer customers a choice. If you have your own equipment, request and send a ONT. If you want full service router with WiFi, request and ship the Gigahub. Having to go spend 300 dollars US on a passthrough SFP if you have the proper equipment to do so to get the speed you pay for should not be on the customer

[Vanadiel]

It is likely a practical decision as PPPOE requires specific equipment that can perform the required PPPOE functionality without limiting the up and download speed.

Most customers just want working internet and would never use PPPOE directly. And that is what is provided to residential customers a plug and play solution. It is also easier for support purposes to have a modem/gateway device they can remotely manage and use for troubleshooting, and it also ensures they can provide new functionality to customers by rolling out firmware updates.

Using PPPOE directly by using an GPON or XPON is not something the average residential consumer would need or be interested in, as they would need to have their own hardware and own configuration in order to get working internet, including their own WiFI hardware.

That is roughly why they provide what they provide to residential customers.

[Vanadiel]

They provide an internet service to residential customers. Their decision is to provide it using a home hub with routing and managing functions. They decided not to provide a standalone ONT or bridge mode for residential customers.

That being said, if you have the older home hub 3000 with separate ONT it's super easy to remove the home hub from your internet connection and use the GPON directly. That is why I would never upgrade since that is the solution I use.

[dks]

Thanks for your comments. To be clear, this is a peer to peer forum. Community All-Stars simply inform users of Bell policies but have no input or influence on Bell’s technical decisions. Bell provides certain options for service. The forum supports those options but not others. Consumers can make choices based on their needs. I have a Giga Hub 2.0 and a pod. It is the solution which works for me but may not be what others want. Bell’s products meet my needs. They may not suit others, who might seek other solutions . 

[Vanadiel]

That is something you should discuss with someone from Bell directly as this forum is a peer to peer forum to assist users with problems they might encounter with their service.

[dks]

I am not sure I follow. Support exists for customers who use Bell equipment. Bell has never supported non-standard or custom equipment. Bell’s support deals with routine issues. It always has. It does not and can not deal with non-standard and policy issues. 

[cclo]

Look… if the Advance DMZ works as it should.  And if the bridge mode works as it should  on the modem. I pretty sure we DON’T need support!  Just as I did now with Telus!  Keep using that line over and over again to your pay customers,  I pretty sure that goes well.  Good night!

[cclo]

Yeap pretty much what they kept doing.  We don’t support your own equipment ba ba ba!  I not asking you to support my equipment !  I asking YOU fix your Advanced DMZ and Bridge Modem on YOUR Bell Modem!  This is the attitude why I left Bell and went to Telus!  It works on the first day I got there modem!  Sure I missed the 3GB service.  But sure I didn’t miss this!  Thanks for encouraging me to be a loyal Telus customer!

[Vanadiel]

I am not making excuses neither am I reciting Bell policies.

I am simply stating this forum is not designed to address the issues you are bringing forward. Your concerns are being read by Dell employees and put forward to the appropriate department(s) if needed.