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flintstone61
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Capping

I pay for a speed of 350, but for a while now have been getting a speed of around 160. A while back when I got to speak to an actual human when the same happened, it appeared that a magic button was pressed and my speed went right up again for about a month.

Is there a magic button, and could my speed have been capped?

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MikeRobbo
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Alessandro Volta
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Re: Capping

Speeds aren't capped.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

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. 

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 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. Use one post for each tab if you wish. Please do not use screen grabs.

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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flintstone61
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Re: Capping

sorry, tried this but too complicated for me..

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MikeRobbo
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Alessandro Volta
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Re: Capping

I specifically wrote the instructions for people that don't use English as their first language to a UK educational level of year 5 (10 to 11 Year olds).

If it is truly too difficult maybe get someone to help you ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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flintstone61
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Re: Capping

well if I was a 10-11 year old with English not my first language I am sure I would be fine, and not feel quite as patronised as I feel right now. I shall seek help elsewhere.

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Emma_C
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Re: Capping

Hi Flinstone61, 

Thanks for your post and welcome to our community. 

Really sorry that you're not getting the speeds you expected and you've been unable to try the above suggestions by MikeRobbo. If you do get a second to try and work through it, it's worth doing. 

In the meantime I've tried to have a look at the back end of your account but I've been unable to locate it. 

If you're still having issues please can you pop me a personal message with your address on so I can take a look at things?

 

Emma_C - Forum Team
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flintstone61
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Re: Capping

Thank you Emma. Virgin sent me a new modem. Problem solved!

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Emma_C
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Re: Capping

Ah great news. 

Do let us know if you need anything else 🙂 

Emma_C - Forum Team
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