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Jamesstaff1987
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Broadband slow

Why isit I've got the fastest broadband you provide but when I stream Netflix amazon prime ect its always buffering I've reset my broadband box evern gone for the boosters what you provide and still rubbish WiFi I've check the speed test and the nothing is what it's ment to be iam being charged for something I've not got not Impressed I will be changing my provider very soon 

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jbrennand
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Re: Broadband slow

VM (& all other BB providers) provide a service that is guaranteed TO the Hub and what comes out from it on an ethernet cabled device. They all expressly exclude guaranteeing wifi connections - as it is so influenced by the external environment.

Even BT with its glossy Jimmy Nesbitt ad's saying wifi is guaranteed across the home will charge extra fees per month for their kit - also qualify that by saying... if it doesn't get sorted with their "discs"  they will just give you your money back.

VM try and help with swapping the Hub (just in case!) and providing boosters etc., but the reality is, that if the Hub wifi doesnt work well for you then you are far better sourcing your own wireless equipment.

You should try separating the SSID's of the 2.4 and 5 GHz wifi bands and switching off "channel optimisation" - as that often helps Hub3 users get better wifi performance - but its no substitute for better quality kit.

If you cancel the VM contract whilst still in contract you will have to give 30-days notice and also pay early disconnection fees - dependent on how much time is left - I think the maximum is capped at £240 - you would get a cracking Mesh wifi system for that !


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Jamesstaff1987
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Message 3 of 8
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Re: Broadband slow

Well when your paying for the m500 and your ping is 22.66 download is 24.5 upload is 15.97 think something not right there isit

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MikeRobbo
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Alessandro Volta
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Re: Broadband slow

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: Broadband slow

A bit more information is required, please post the following ...

Please do this before posting the Hub Data

If possible can you set up a Broadband Quality Monitor (BQM) 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 should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: Broadband slow

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Please do not use screen shots.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Jamesstaff1987
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Message 7 of 8
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Re: Broadband slow

I don't use it on computer it's just the point where you can't watch a film on Netflix without it buffering or when there's 2 or more devices connect there both lagging I've separated it so phones on 2ghz and firestick on 5 but still no change 

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MikeRobbo
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Alessandro Volta
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Message 8 of 8
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Re: Broadband slow

Nowt we can do to help on here then.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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