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Gouldage
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Broadband Slow since cancelling tv and moving from superhub to superhub2

Subject pretty much says it all

A little while ago we cancelled the tv package and moved to broadband only as pretty much everything we watch is on netflix or amazon

As we have multiple computers for gaming/surfing the net and watching tv we stuck with the 100mb service we were already getting - we never had any issues until after the TV service was removed.

I also asked if there was a better router as we had an old superhub and so was sent the superhub 2.

Ever since then we have seen stuttering and downgraded picture when streaming and speed tests seem to range from 11mb to 20mb and rarely above this.

I've been through various tests of my home network - testing both wired and wireless and transfer across my network is as it should be it's only broadband that is slow.  I've also tried various settings on the router but nothing makes a difference and have recently reset it to factory defaults

Below are the downstream and upstream detailsDownstreamDownstream

DownstreamDownstreamUpstreamUpstream

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Superuser
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Re: Broadband Slow since cancelling tv and moving from superhub to superhub2

Your stats look okay on the surface

Can you set up BQM

 

HERE

 

Run it for say 24 hrs, and post the result.

 

Dont forget youll need to make sure your super hub is configured to reply to ICMP echo requests...

 

BQM.jpg

 

Oh and post your network logs, see if there is anything unusual on there

 


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Gouldage
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Re: Broadband Slow since cancelling tv and moving from superhub to superhub2

Hi Kippies

 

Thanks for the response, I currently have BQM running, I'll post it once I have 24hrs

Here is the network log since I did the factory reset:

 

Date Time Error Number Error Description

07/06/2016 10:35:21 GMT 66050310 Auth Success - Web login successful.
06/06/2016 20:43:47 GMT 66050310 Auth Success - Web login successful.
05/06/2016 20:37:36 GMT 66050310 Auth Success - Web login successful.
02/06/2016 23:19:07 GMT 66050310 Auth Success - Web login successful.
02/06/2016 23:02:57 GMT 69010700 SW upgrade Failed after download - Incompatible SW file
02/06/2016 23:02:32 GMT 68010302 DHCP WAN IP - *********
02/06/2016 23:01:37 GMT 69010200 SW Download INIT - Via Config file tftp file-********
02/06/2016 23:01:32 GMT 68000407 TOD established
Time Not Established Time Not Established 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 84000510 Downstream Locked Successfully
02/06/2016 23:00:23 GMT 66050310 Auth Success - Web login successful.
02/06/2016 22:54:42 GMT 69010700 SW upgrade Failed after download - Incompatible SW file
02/06/2016 22:53:32 GMT 69010200 SW Download INIT - Via Config file tftp file-********
02/06/2016 22:53:28 GMT 68000407 TOD established
Time Not Established Time Not Established 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 84000510 Downstream Locked Successfully
02/06/2016 22:52:14 GMT 66050310 Auth Success - Web login successful.
02/06/2016 22:31:05 GMT 66050310 Auth Success - Web login successful.
02/06/2016 22:30:37 GMT 66050310 Auth Success - Web login successful.
02/06/2016 22:30:32 GMT 69010700 SW upgrade Failed after download - Incompatible SW file

 

[MOD EDIT: Personal and private information has been removed from this post. Please review the Forum Guidelines]

 

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Gouldage
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Re: Broadband Slow since cancelling tv and moving from superhub to superhub2

BQM My Broadband Ping - MY VM
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Re: Broadband Slow since cancelling tv and moving from superhub to superhub2

Looks like overutilisation. Wait for staff to pick it up and confirm if that is the case.

 


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Gouldage
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Re: Broadband Slow since cancelling tv and moving from superhub to superhub2

Thanks for the help, hopefully someone can confirm

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Gouldage
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Re: Broadband Slow since cancelling tv and moving from superhub to superhub2

Getting worse, tonights speed tests are giving 2-3 mbps whilst 6mbps uploads - something definitely not right. 

 

Just seems funny that it started since cancelling the TV and getting the newer hub

 

url=http://www.thinkbroadband.com/ping/share/c1f18888ea714ea4c36de8834f6e8350-14-06-2016.html][img]http://www.thinkbroadband.com/ping/share-thumb/c1f18888ea714ea4c36de8834f6e8350-14-06-2016.png[/img][/url]

Ignore the red blip we had a brief power outage 

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Re: Broadband Slow since cancelling tv and moving from superhub to superhub2

Hi Gouldage,

 

Welcome to the community and thanks for posting. I deeply apologise for the slow speeds you've been experiencing. I'll happily take a look at things for you.

 

I've managed to locate your account to check this. There appears to be a high demand for our service in your area. We're planning to undertake some upgrades to support this. This is being investigated under fault reference F003292492. The next review date has been set for 30th November 2016.

 

I've added your details to the fault so we know you're affected too. Someone will be in contact with you via private message to discuss further (purple envelope, top right).

 

Thanks


Rich
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Gouldage
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Re: Broadband Slow since cancelling tv and moving from superhub to superhub2

So this issue got added to an ongoing fault "F003292492" which has been going on for a long time with an initial review date 30/11/16, this came and went and a new date of 08/02/17 was given, this has now been updated to 26/04/17.

Apparently these are review dates not fix dates but i ask do they actually do a review with findings or do they just push the review date by a month? we never seem to get any update as to what has been done or what they plan to do. 

What I really want to know is why I had no problems whilst I had the TV service and these problems started after we cancelled the TV - surely the broadband should remain stable or do virgin traffic shape or degrade the quality for people that stop paying for the TV?

I have a friend in a different area who has experienced the exact same thing - cancelled the TV and his broadband has also degraded.

The most frustrating thing (other than the lack of decent internet) is the complete lack of transparency from Virgin Media I fully expect April to roll around and to be given a new review date a few months later and no actual information.

I'll be running some tests over the next few days and if I'm not seeing any improvements I'll be cancelling.

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Re: Broadband Slow since cancelling tv and moving from superhub to superhub2

Hello Gouldage,

Thanks for getting in touch again, hope you're well Smiley Happy

I've given some thought to your question about cancelling your TV service and I can't technically provide an explanation. I really do believe this is coincidence, we aim to provide a high quality of service to all our customers, regardless of their package or subscriptions. I know you've been affected by an area fault for sometime and it is very frustrating, please keep in touch for progress updates.

Thanks again for your patience,

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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