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smjm75
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getting 0.5mb on a 200mb line (for 5 of the last 6 days)

For 5 of the last 6 days i have been receiving very poor connection speeds - virtually unusable internet (Swansea Area). 

Here is the info from my superhub 3, i would be grateful for any advice.

 

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5850569269.jpg

 

Capture3.JPGCapture.JPG

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Superuser
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Re: getting 0.5mb on a 200mb line (for 5 of the last 6 days)

Your downstream power levels are high and your SNR is too low. I guess your upstreams struggling to as its fallen back to 16QAM.

Ill flag for staff as you'll likely need an engineer out.

 


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Re: getting 0.5mb on a 200mb line (for 5 of the last 6 days)

Hi smjm75,

 

Welcome to the community and thanks for posting.

 

I'm sorry to read that you are experiencing issues with your broadband connection.

 

From checking your connection, there is an SNR (signal to noise ratio) fault reported in your area which is causing an impact on your broadband. The reference number is F004917888 and with a review date of 12th December.

 

I will check this on the review date for further updates, and once it has been resolved we can go ahead with an engineer visit if there are still issues with the power levels and SNR.

 

Speak soon

Sam


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smjm75
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Re: getting 0.5mb on a 200mb line (for 5 of the last 6 days)

So I got to hope that it gets fixed in the next seven days after its been down for seven days already (again today poor speeds). I do hope your company refunds me the cost that I am paying for this non existent internet.

Try explaining that to an autistic child when he's having a melt down. very disappointed.

 

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steveinuk
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Re: getting 0.5mb on a 200mb line (for 5 of the last 6 days)

This is common, I get it all the time. I think it's about time Virgin started issuing compensation by default.
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Re: getting 0.5mb on a 200mb line (for 5 of the last 6 days)

Evening smjm75,

 

Just to let you know that the SNR fault has been closed down as resolved. Sooner than expected.

 

When you get chance can you re-post your router information for me please for us to check the power levels, as I am unable to see this from my side at the moment.

 

Speak soon

Sam


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smjm75
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Re: getting 0.5mb on a 200mb line (for 5 of the last 6 days)

I have been unable to get online to send a message (took me an hour to browse this message on the forum) no change on internet speed if anything its worse.

I will try to send you my router stats as soon as I am able to connect again 

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smjm75
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Re: getting 0.5mb on a 200mb line (for 5 of the last 6 days)

downstream.JPG

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smjm75
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Re: getting 0.5mb on a 200mb line (for 5 of the last 6 days)

status.JPGNetwork.JPGupstream.JPG

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Message 10 of 10
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Re: getting 0.5mb on a 200mb line (for 5 of the last 6 days)

Hey smjm75,

 

Thanks for posting your router information, I appreciate it.

 

The power levels are getting too high and the Modem SNR are too low. I've sent you a PM (purple envelope icon, right corner) requesting some details so we can arrange an engineer appointment.

 

Speak soon

Sam


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