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andymcc67
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500M, 5mbps download

I am paying for the 500M internet, I have been getting on average 5mbps download speeds for 3 months. Just checked my speeds using speedtest.net, wired up straight to the hub using a new cat5e ethernet cable... 5.71mbps.

Tried calling customer services 4 times in 4 weeks, cut off the first three. Got through today, adviser told me "he has trouble shot and it's fixed" and advised to hang up as it was 100% sorted. Not the case. Now I am getting terrible speeds and extremely annoyed by the customer service.

What is the deal with if I am not getting 50% of the advertised speed I can cancel my contract without penalty? ANy advise greatly appreciated.

 

unrealterrorist
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Re: 500M, 5mbps download

I am on 200m and getting 2.5mb is this the 1% speed club or is there something going on

-tony-
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Message 3 of 6
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Re: 500M, 5mbps download

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labeled - upstream - downstream

if its an earlier hub button is top right

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Tony
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andymcc67
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Re: 500M, 5mbps download

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1402750000-1.738256 qam25
21947500000.238256 qam8
3202750000038256 qam9
4210750000038256 qam10
5218750000-0.238256 qam11
6226750000-0.438256 qam12
7234750000-0.538256 qam13
8242750000-0.738256 qam14
9250750000-0.938256 qam15
10258750000-138256 qam16
11266750000-138256 qam17
12274750000-138256 qam18
13282750000-1.238256 qam19
14290750000-1.238256 qam20
15298750000-138256 qam21
16306750000-138256 qam22
17314750000-0.938256 qam23
18322750000-0.938256 qam24
19410750000-238256 qam26
20418750000-2.238256 qam27
21426750000-2.538256 qam28
22434750000-2.938256 qam29
23442750000-3.238256 qam30
24450750000-3.538256 qam31



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.9160
2Locked38.640
3Locked38.650
4Locked38.9225
5Locked38.640
6Locked38.650
7Locked38.640
8Locked38.960
9Locked38.950
10Locked38.650
11Locked38.640
12Locked38.940
13Locked38.920
14Locked38.650
15Locked38.940
16Locked38.9180
17Locked38.6170
18Locked38.6190
19Locked38.970
20Locked38.950
21Locked38.950
22Locked38.970
23Locked38.690
24Locked38.6390

 

 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1603000005.1512064 qam1
2537000005.075512064 qam2
3394000005512064 qam4
4462000005.025512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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-tony-
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Re: 500M, 5mbps download

upstream is too high - i would not have thought that would affect the downstream in the way you describe but who knows - you certainly need that sorting and then go from there

wait for VM to pick up the thread and they should be able to look deeper and hopefully book a tech

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Tony
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Hetty_R
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Re: 500M, 5mbps download

Hi andymcc67, 

 

Welcome to our community forums!

 

Really sorry to see you're getting those speeds. 

I have checked from our end and it doesn't look too good, which means we will have to go through some troubleshooting. In order to do this I will send you a private message to discuss further, please reply when you can 🙂

Thanks, 

 

Hetty_R
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