The way I see it, if BT only see up to 500Mbits to the SmartHub 1, then its either the following:
- The Smarthub 1 cannot handle that speed which I think it won't.
- Your Netgear Router also has issues with higher than 500Mbits.
- BT have you set on a wrong profile (maybe) not sure, but they should see this if looking into the issue.
- There is an external issue like the fibre joint is done badly.
There are probably other issues that might cause the issue on your connection that other people my know about.
So I would first ask for a Smarthub 2 to be sent to you (will take 1 to 3 days to arrive depending what time you requested for one, so phone in the morning at 8am to 9am if you can), please note that the Smarthub 2 is BT property so when you leave you will have to send it back to them, plus you "might" have to pay £9.99 postage for it.
The good news is none of your internal wiring is causing this.
Also with FTTP you should be syncing up at your speed (possibly 900Mbit to 1Gbit) and BT should see this sync speed, so I would ask them what speed is their system saying the Smarthub 1 is syncing at (not its download speed
) if they say 500 then its one of the above issues that THEY need to resolve.
If you still get no joy from the phone call today, kindly
ask to speak to their manager due to your issue with your connection hasn't been resolved and its been going on for X time and that you will be making a complaint after that call.
If you get put through to their manager, just explain what the issue is and say you shouldn't be getting 500Mbits on a 900Mbit package over FTTP unless there is issues with their network and that you should be connecting / syncing at +900Mbits, also once again kindly
tell them that you will making a complaint if this issue is not resolved by the time that they have said.
The issue is probably something silly like the routers used (Smarthub 1 and Netgear XR500) having issues with speeds above 500Mbits hence the router resting resulting in a different IP a lot.