on 10-01-2023 17:46
Hi, I’m a brand new customer, an engineer came round to install our WiFi today.
And so much for “Ultrafast fibre with an average download speed of 132Mbps” the average download speed when I was stood over the hub was 61Mbps, one of the bedrooms is sitting on 3.2Mbps and the other bedroom has no wifi at all, a phone, a laptop and a PlayStation all couldn’t connect and when I did a speed test it came out at 0.3Mbps.
Disappointed is an understatement, is there anyway to fix this?
on 10-01-2023 17:57
on 10-01-2023 17:59
Thanks for your reply, how do I go about doing what you described in the first paragraph? I don’t know how to access my settings.
on 10-01-2023 18:14
Open a browser and log into your hub 192.168.0.1 using the Wifi network name (SSID ) and settings password on the base of the hub.
Then navigate to the following settings so you can differentiate between the signals.
Advanced Settings > Wireless > Wireless Signal > click on Disable Channel Optimization at the bottom then click on Apply Changes.
Now go to Advanced Settings > Wireless > Security > Add a 2 to the end of the 2.4GHz Channel name, then further down add a 5 to the 5 GHz Channel name and click on Apply Changes.
You can leave the passwords the same as they are. Then log out of the hub at the top of the page
You will need to reconnect all you Wi-Fi devices some will want to connect to 5Ghz and some to 2.4GHz and some will connect to either.
on 10-01-2023 18:31
Hi I’ve now tried that but it has been no help. Both 5 and 2.4 appear in all rooms apart from the one bedroom without WiFi. I would like to add that I live in a small flat and have had no issues with one room not having WiFi with NowTV or Plusnet so I’m unsure as to why this is happening.
on 10-01-2023 19:01
Hi again @meganweatherall
It's possible there is a local issue.
Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.
The Check Service Status is often only populated with details of wide spread outages.
You could also try the automated Service Status number 0800 561 0061. This often gives details of more localised issues down to postcode level.
Whilst not ideal it's probably a better indicator of known problems and should also show the latest estimated date/time for the fault to be repaired.
It may help to also post the following hub stats to assist the tech guru's on the forum such as John (@jbrennand) look into your issues
Open a web page in your browser 192.168.0.1 and click on Get router status (below the log ins ection, you don't need to sign in)
They need the full details from the Router Status pages. So please copy/paste 3 FULL sets of data onto here (not screenshots) – from the Downstream, Upstream, & Network Logs pages. (just click on the corresponding tabs in the navigation bar at the top of that page)
You should also set up a BQM monitor at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and then click OK.
on 10-01-2023 19:37
Hi, I have checked and there is no local issue, here is the thinkbroadband link .thinkbroadband and below is the other information you asked for.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 -2 40 256 qam 25
2 203000000 -2 38 256 qam 9
3 211000000 -2.4 38 256 qam 10
4 219000000 -2.5 40 256 qam 11
5 227000000 -2.9 40 256 qam 12
6 235000000 -3.2 40 256 qam 13
7 243000000 -3.4 40 256 qam 14
8 251000000 -3.2 40 256 qam 15
9 259000000 -3.2 40 256 qam 16
10 267000000 -2.4 40 256 qam 17
11 275000000 -1.7 40 256 qam 18
12 283000000 -1.7 40 256 qam 19
13 291000000 -2 40 256 qam 20
14 299000000 -2 40 256 qam 21
15 307000000 -2 40 256 qam 22
16 315000000 -2 40 256 qam 23
17 323000000 -2 40 256 qam 24
18 339000000 -1.9 40 256 qam 26
19 347000000 -2 40 256 qam 27
20 355000000 -2.2 40 256 qam 28
21 363000000 -2.5 40 256 qam 29
22 371000000 -2.7 38 256 qam 30
23 379000000 -3 38 256 qam 31
24 387000000 -2.9 38 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 6 0
2 Locked 38.9 5 0
3 Locked 38.9 4 0
4 Locked 40.9 6 0
5 Locked 40.3 5 0
6 Locked 40.3 6 0
7 Locked 40.9 0 0
8 Locked 40.3 5 0
9 Locked 40.3 0 0
10 Locked 40.3 0 0
11 Locked 40.3 5 0
12 Locked 40.3 5 0
13 Locked 40.3 0 0
14 Locked 40.9 5 0
15 Locked 40.9 5 0
16 Locked 40.9 6 0
17 Locked 40.9 0 0
18 Locked 40.9 7 0
19 Locked 40.3 0 0
20 Locked 40.9 5 0
21 Locked 40.9 5 0
22 Locked 38.9 4 0
23 Locked 38.9 7 0
24 Locked 38.6 0 0
Upstream
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49599959 47.3 5120 64 qam 1
2 23600019 45.8 5120 64 qam 5
3 30100009 47.3 5120 64 qam 4
4 36599969 47.3 5120 64 qam 3
5 43100014 47.3 5120 64 qam 2
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0
Network Log
Time Priority Description
10/01/2023 18:16:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2023 16:42:12 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2023 13:33:52 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2023 13:33:52 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2023 12:35:31 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2023 12:35:31 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2022 12:50:50 critical TLV-11 - Failed to set duplicate elements;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2022 12:48:1 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2022 12:27:36 critical TLV-11 - Failed to set duplicate elements;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2022 07:54:51 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2022 07:54:51 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2022 20:37:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2022 19:54:52 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2022 19:54:52 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2022 11:53:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2022 07:54:50 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2022 07:54:50 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2022 23:37:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Downstream
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 -2 40 256 qam 25
2 203000000 -2 38 256 qam 9
3 211000000 -2.4 38 256 qam 10
4 219000000 -2.5 40 256 qam 11
5 227000000 -2.9 40 256 qam 12
6 235000000 -3.2 40 256 qam 13
7 243000000 -3.4 40 256 qam 14
8 251000000 -3.2 40 256 qam 15
9 259000000 -3.2 40 256 qam 16
10 267000000 -2.4 40 256 qam 17
11 275000000 -1.7 40 256 qam 18
12 283000000 -1.7 40 256 qam 19
13 291000000 -2 40 256 qam 20
14 299000000 -2 40 256 qam 21
15 307000000 -2 40 256 qam 22
16 315000000 -2 40 256 qam 23
17 323000000 -2 40 256 qam 24
18 339000000 -1.9 40 256 qam 26
19 347000000 -2 40 256 qam 27
20 355000000 -2.2 40 256 qam 28
21 363000000 -2.5 40 256 qam 29
22 371000000 -2.7 38 256 qam 30
23 379000000 -3 38 256 qam 31
24 387000000 -2.9 38 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 6 0
2 Locked 38.9 5 0
3 Locked 38.9 4 0
4 Locked 40.9 6 0
5 Locked 40.3 5 0
6 Locked 40.3 6 0
7 Locked 40.9 0 0
8 Locked 40.3 5 0
9 Locked 40.3 0 0
10 Locked 40.3 0 0
11 Locked 40.3 5 0
12 Locked 40.3 5 0
13 Locked 40.3 0 0
14 Locked 40.9 5 0
15 Locked 40.9 5 0
16 Locked 40.9 6 0
17 Locked 40.9 0 0
18 Locked 40.9 7 0
19 Locked 40.3 0 0
20 Locked 40.9 5 0
21 Locked 40.9 5 0
22 Locked 38.9 4 0
23 Locked 38.9 7 0
24 Locked 38.6 0 0
Upstream
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49599959 47.3 5120 64 qam 1
2 23600019 45.8 5120 64 qam 5
3 30100009 47.3 5120 64 qam 4
4 36599969 47.3 5120 64 qam 3
5 43100014 47.3 5120 64 qam 2
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0
Network Log
Time Priority Description
10/01/2023 18:16:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2023 16:42:12 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2023 13:33:52 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2023 13:33:52 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2023 12:35:31 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2023 12:35:31 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2022 12:50:50 critical TLV-11 - Failed to set duplicate elements;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2022 12:48:1 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2022 12:27:36 critical TLV-11 - Failed to set duplicate elements;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2022 07:54:51 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2022 07:54:51 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2022 20:37:46 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2022 19:54:52 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2022 19:54:52 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2022 11:53:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2022 07:54:50 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2022 07:54:50 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2022 23:37:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
on 10-01-2023 19:38
Not sure why the data pasted twice apologies
on 10-01-2023 22:12
on 13-01-2023 10:51
Hi meganweatherall,
Thank you for your post and welcome to the forums.
Sorry to hear of the issues you've been experiencing here. I can see from the thread that our users have offered some great advice and help with this. I have also been able to see from our side that you have a technician booked to look into any issues that may be present. Please keep us posted on how this goes.
Cheers,
Ryan.