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davecp
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New 200MB gamer install running at 50mb

Hi All,

Just had a new virgin install for the full package with VIVID Gaming 200 Optical Fibre.

Now since the install I've been getting 20mb to 50mb on the broadband, which should be in the 200mb range.

I've had the SuperHub 3.0 running in normal and modem mode. All is Ethernet cabled and I've notice a varied ping, this is when I ping the SuperHub directly, that's in all Ethernet ports. All the setting for hub are below. All the levels look OK.

I have reset to factor defaults and rebooted a couple of times. I've contacted support and they said wait 24 hours for it to bed in. That doesnt sound right to me, and I have had virgin before and never had to wait 24 hours to bed in.

Any help would be appreciated.

Pinging 192.168.100.1 with 32 bytes of data: (Superhub in modem mode)

Reply from 192.168.100.1: bytes=32 time=6ms TTL=63

Reply from 192.168.100.1: bytes=32 time=4ms TTL=63

Reply from 192.168.100.1: bytes=32 time=4ms TTL=63

Reply from 192.168.100.1: bytes=32 time=3ms TTL=63

 

Pinging google.co.uk [216.58.213.99] with 32 bytes of data:

Reply from 216.58.213.99: bytes=32 time=22ms TTL=54

Reply from 216.58.213.99: bytes=32 time=20ms TTL=54

Reply from 216.58.213.99: bytes=32 time=20ms TTL=54

Reply from 216.58.213.99: bytes=32 time=18ms TTL=54

 

Cable Modem Status Item Status Comments

Acquired Downstream Channel(Hz)
298750000
Locked
Ranged Upstream Channel(Hz)
25800000
Locked
Provisioning State
Online

 

Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID

1298750000538.2256 qam9
23227500005.438.9256 qam12
3314750000538.6256 qam11
4306750000538.6256 qam10
5290750000538.6256 qam8
62827500004.837.6256 qam7
72747500004.338.9256 qam6
82667500004.438.9256 qam5
92587500004.438.6256 qam4
10250750000437.6256 qam3
11242750000437.6256 qam2
12234750000437.6256 qam1

 

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
1225800000ATDMA47.516 qam64000005120
1460300000ATDMA47.516 qam64000005120

 

 

Operational Configuration General Configuration Value
Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
V42997a858765887c.cm
Primary Downstream Service Flow
SFID33075
Max Traffic Rate230100000
Primary Upstream Service Flow
SFID40728
Max Traffic Rate22000000
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davecp
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Re: New 200MB gamer install running at 50mb

Just had a chat with support and it seems there is upgrade maintenance going on in the evening for my area which is from the 23rd November to 23rd of December.

This is causing very slow speeds at around 20mb, which I'm not pleased about, due to I've just joined. Gawd knows why the maintenance is going on in the evening and not overnight. If I did maintenance in the evening at work. I wouldn't be working there anymore Smiley Happy

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pete7049
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Re: New 200MB gamer install running at 50mb

That's call centre speak for "Your area is over utilised, and won't be fixed in the foreseeable future.". 

F003443743. December '14 - May '17.
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Superuser
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Re: New 200MB gamer install running at 50mb

@davecp

Have to agree with Pete7049 here. That sounds like your area is over utilized and the dates given are just REVIEW dates not fix dates (even if the phone scripts say they are fixes)



You were also lied to about the bedding in period. There is no such thing on the VM network, its different to the BT etc network.
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pete7049
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Re: New 200MB gamer install running at 50mb

@davecp

I don't suppose that they gave you a F Number (Fault reference number.)? If they did, type it into the search bar at the top of this screen, as you may find out some more info'.

F003443743. December '14 - May '17.
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davecp
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Re: New 200MB gamer install running at 50mb

Even worse today at only 5mb. Looks like I'll be cancelling my contract as I'm still within the 14 days of ordering.

Can't believe how bad this internet service is, and why they think 5mb in the evening is acceptable service to supply, when I'm paying for 200mb gamer.  

Looks like they have lost a customer, back to sky and my 100mb connection all the time Smiley Happy 

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Forum Team
Forum Team
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Re: New 200MB gamer install running at 50mb

Hi davecp, 

 

Welcome to the forums, I'm sorry to see you have been having trouble with your connection. 

 

I have taken a look and it seems you are affected by fault ref F003357217 for slow speeds at peak times. This is currently with the planning team so I don't have a lot of news on this yet we should know more after 25/01/2017. 

 

I have popped the details across to the team that deal with this type of issue and they will contact you as soon as they can with more information, they will also keep you updated on the progression of the fault. 

 

I can also see that your upstream power levels are too high, I would like to get an engineer out to have this corrected for you as it will not be helping your connection.

 

I will pop you a PM to get this arranged for you. Keep an eye out for the Purple Envelope, top right hand corner. 

 

Speak to you soon. 

 

Emma


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