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Latency, wired connection m500 hub5

Joining in

I'm having trouble with my Internet, ping and upload/download speeds are fluctuating between high and really high. Very unstable and not at all able to stream via twitch or play my games without really bad lag spikes. I have a newly bought xbox series x, i'm hard wired in currently on the m500 package, I have had 3 visits with engineers and I'm constantly being told over the phone that my connection is fine even though several times a fault has been acknowledged. For a month the inconsistencies and repetitive phone dialog is just stuck in a consistent loop. They still haven't rectified my problem just another call back to say everything is fine. And then 'oh no wait there is something here I haven't seen before, give us 24 hours and we will call you'.. how many times will i go round in this circle before my connection is fixed or I'm offered a termination free of charge!. My last resort is posting here and hope that someone can help me.. thanks in advance and I'm happy to provide any further Information needed.


Forum Team
Forum Team

Hi 👋 @Gmjay,

A warm welcome to our Community Forums and thanks for your post. 

I'm sorry for the problems you are having wit your broadband. I can understand that must be frustrating. 

I've ran some checks again and everything is looking as it should be this end, in terms of the power levels, uptime etc. There's nothing impacting you in the area either.

Sam knows is showing average speeds of 536 Mbps download and 36 upload coming into your hub. In the last week however I can see 12 disconnections have been registered daily so I'll send you a PM and get a technician visit arranged to come out and check things over. 

Speak soon! 


Forum Team

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Tuning in

At the time of writing, we’re still trying to get details on the full spec sheet and model code. But so far the operator has confirmed that the new Hub 5 adds Wi-Fi 6 (802.11ax), WPA3 encryption, 1 x 2.5Gbps LAN port and 3 x 1Gbps LAN ports. On the back you’ll also find a WPS button, 2 x phone ports, 1 x power connector + button and 1 x coax connector,
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