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dloneranger67
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Cable dropouts, slow speeds b37 5nt

Past 5 months service has been getting worse

Frequent modem reboots needed and slow speeds

Download speed today is 2mbps instead of 350

The check my status page is useless, even reporting everythings fine and your modem is on when it's unplugged

Area reference 12 if that helps

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MikeRobbo
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Alessandro Volta
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Re: Cable dropouts, slow speeds b37 5nt

How are you connecting Wi-Fi or ethernet cable ?

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.

Post a link to your BQM on here.

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

Then

 

Can you please

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

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

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

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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dloneranger67
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Re: Cable dropouts, slow speeds b37 5nt

Everythings cable

I'd love to do those tests... But my Internets not working properly and everything times out (this is from my EE mobile) 

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MikeRobbo
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Alessandro Volta
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Re: Cable dropouts, slow speeds b37 5nt

The only thing remaining is to contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Katie_WT
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Re: Cable dropouts, slow speeds b37 5nt

Hi there @dloneranger67

 

Welcome back to our Community - sorry that you've been having some drop outs and speed issues recently. 

 

I have located your account and can see that you are currently impacted by a known area issue. This issue will cause some intermittent connection issues and slow speeds so could in-part explain some of your issues. The issue has been raised under reference number F008386386  with an estimated fix date of 14th September. I shall ensure that this is logged on your account for you. 

 

Whilst looking at your Hub stats from here, we are seeing some lower than expected levels but this could be linked to the area issue; we'd need to wait for the area issue to clear so we can check again and see if this is still the same. I can see it has been around 20 hours since you last rebooted. 

 

If you';re still having issues after estimated fix date, please pop back and we can check for updates. 

 

Cheers

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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