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Fluctuating Broadband speed and intermittent disconnection

Hi, I recently switched from Sky to Virgin and took advantage of the 500Mbps offer. Recently, though, my speed of service seems to change randomly throughout the day reaching 135Mbps down to 11 and once down to 0.38. Also being occasionally disconnected. Like everyone else working from home and been chucked out of a number of conference calls or lost audio/video mid way.

Anyone have any ideas - I have rebooted and reset the hub more than once. I am disappointed with the service to be honest and starting to regret the switch, a consistent, reliable broadband is vital at these times.


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Alessandro Volta
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Re: Fluctuating Broadband speed and intermittent disconnection

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 your district. 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 …

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at - 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 'Live 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.



Can you please

Type ( 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, 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. Please do not use screen grabs.

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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Re: Fluctuating Broadband speed and intermittent disconnection

Are you using any apps heavily utilizing UDP connections (BBC iPlayer, Skype/Teams/other videoconferencing, VPN, torrents, VoIP)? 

Check this

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