Intermittent signal

Question

Hi, I’m after a bit of advice.i have a hub 5, 1 gig connection.i use my van hub 5 as main box, but also use a deco mensh upstairs to boost signal. &nbsp;I haven’t had any problems with this setup for around 2 years, until now .i received a text and email last week from VM advising of a slow connection problem at my address. &nbsp;I followed the instructions, reset and restarted the hub, but problem remained.i phoned customer service, they also ran a reset restart test and booked an engineer visit. &nbsp;They arrived Monday 8th September. &nbsp;The engineer initially couldn’t see any problems. &nbsp;He said the hub was fine and that they rarely have faults, he has only ever had to replace 2?! The connection box inside the house was fine along with the connectors. &nbsp;He checked the box outside the house and said that one of the connectors was about 1mm shorter than he would normally make them and that he has replaced it as this was causing the issue. &nbsp;I asked why it would suddenly be an issue now when it has worked fine for past 2 years and nobody has been near the exterior box or could have bumped it. &nbsp; But he couldn’t really answer. &nbsp;Was advised to give it 40 mins to an hour to settle down again, but showed me his device and that the speed was back up to 1145. &nbsp;After a little pressure he agreed that he would log, when he got back on his van, that a technician who can access the exchange also visit and check things over. &nbsp;This would probably be in 48 hours and that they wouldn’t need access to the property.i check again about 4 hours later and the speed had dropped down to 91mb download speed again.i phoned customer service again on the 8th, the advisor was surprised an engineer had been out as the hub hadn’t been restarted in 4 days. &nbsp;They again ran test and I completed a reset / restart and a power off. &nbsp;Finally resulting in the speed returning to 1145. &nbsp;This remained the same when I check around 8pm on the 8th.Today, the 9th, I ran a quick speed test this afternoon to check all good, but speed back down to 91mb! &nbsp;I checked my online account and it was still showing, intermittent signal error .i phoned customer service again, but this time got a very unhelpful advisor. They insisted that a new engineer had to visit to check the cables, connectors and hub to determine the problem. I advised they did this yesterday and that the engineer had agreed to log a technician to look at the exchange. &nbsp;I gave the advisor the engineers ID number, but apparently that doesn’t help. &nbsp;After several repetitive explanations of the engineer had already done these checks, the issue must be external in the exchange they agreed that they had booked a technician for Monday 15th. &nbsp;They wouldn’t need access to the property and that I should receive an email or text when they have been.I haven’t received and communication confirming this from VM, is this normal? &nbsp;I have also logged back into my account tonight to check if the ”intermittent signal error “ is still showing, but now it just shows I need to book an engineer visit. &nbsp;am I going mad, I haven’t got any faith that this is going to be resolved or if the advisor even booked a technician. &nbsp;He originally told me, several times, that that wasn’t a checkbox on his system, he could only request an engineer house visit. &nbsp;It was only when he disappeared for a minute and then retuned saying he would book a technician to check the exchange.I’m just after any advice if anyone else has experience with similar problem and what my best route to take is?im sorry this post is so long, but if you made it to the end, thank you 😂😀

jasondmorgan425 · Answer

First problem is the 1 gig is broken best is complain to CEO at get back to 500m , hub 5 seems to work best at factory settings , when I had 1 gig did that every day ,gaming was impossible,best this is reset with pin once reset turn off disconnect coxial cable turn on wait for light to turn red after few mins put coaxial back in but keep it factory reset ,also the channel optimization turn off leave rest

newapollo · Answer

&nbsp;What device have you used&nbsp; that shows a 91mb download speed?&nbsp; &nbsp;Was this a wired connection?Which speedtest are you using?&nbsp; Have you tried the speedtest using different browsers?&nbsp; &nbsp;Different browsers generally show different results.How do the results compare when using&nbsp;https://fast.com/ and&nbsp; http://speedtest.com/&nbsp;&nbsp;The ookla&nbsp; speedtest.com test is run via a browser, however it's the same test as that run when downloading the actual ookla speedtest app and isng the app generally shows a far higher speed.VM prefer you running the speedtest on https://samknows.com/realspeed/ directly from the VM hub and not in modem made.&nbsp; There are also ios and android apps available for samknows realspeed.&nbsp; &nbsp; &nbsp;This shows the speed to the hub and the device.Have you tried a different ethernet cable and/or port? Ethernet cables can deteriorate&nbsp; and cause speed issues, usually seen as speeds dropping beow 100 mbps.The hub 5 has been shown to have speed issues with some devices when the ethernet cable is connected to the 2.5Gb port.&nbsp; &nbsp;Some PC network adaptors do not auto negotiate to 2.5Gb/s, so you may need to set 2.5Gb/s manually in the Speed &amp; Duplex options of the PC's NIC.Firstly try disabling EEE for the network adaptor, but you should also double check all EEE settings in device manager in case there are any additional EEE settings. My network adaptor has a few EEE settings which I have disabled:-Advanced EEE;&nbsp; Energy_Efficient Internet; and Green EthernetI have EEE Max Support Speed set to 2.5Gbps Full Duplex, and also Speed &amp; Duplex set to 2.5Gbps Full DuplexHave you checked that your computers adapter settings are set to either 1.0 Gbps Full Duplex or&nbsp; 2.5GPress the Winows key and type in ethernet. Then select ethernet settings. Then change adapter settings. Double click Internet and it should show the speed as indicated on the picture below.If you need to change it change it, click Properties followed by Configure then scroll down as shown on the right and set the value to either 1.0 Gbps Full Duplex or 2.5 Gbps Full Duplex.&nbsp;

Adduxi · Answer

Post the power levels, Pre and PostRS errors and network log from the Hub.

Setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Also run a wired speed test on www.samknows.com/realspeed whilst in Router mode, and post the results.

Don't use the 2.5Gb port on the Hub 5 unless your device can disable EEE, stick to the 1Gb ports.

Note VM will require the Hub to be in Router mode for testing.

Once done we can comment.

Hobnob78 · Answer

Hi. The hub is and has always been in router mode, no changes have been made to it or anything new added in the 2 years we upgraded to 1gig. So it’s strange the problem has suddenly started.

the speed test results are from to the hub with results from sam knows . Both from windows pcs, Apple desktops, and Apple p ones and iPads.
from all locations within the house the same result shows, the speed into the house is never above 100mb.
obviously the speed on various devices changes, dependent on if it’s WiFi or hardwired, but my issue isn’t that. It’s the speed into the property that has dropped significantly.

Does this help at all?

Hobnob78 · Answer

I should have said - the VM customer service operators that I have spoken to have also confirmed the speed into the property is exceptionally slow. &nbsp;So again, this isn’t a slow connection to a specific device. &nbsp;It’s the direct speed into the HUB 5 that is problematic. &nbsp;It has been consistently 1145 for 2 years, so it’s all very odd to me? 🤔

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Intermittent signal

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