on 10-02-2022 13:05
Hi I was on Ultimate Oomph package with M600 broadband. I renewed and upgraded to Ultimate Volt on 4 Feb and advised this would bump speed from M600 to 1gig.
My speed has instead dropped considerably since 4/2. I've run several speed tests all coming back around 200mbps.
Having checked email I received on 4/2 (saying 'all sorted' ironically) it shows...
Quick recap of what you now enjoy:M200 Fibre Broadband - Volt Gig1 Fibre Broadband
This immediately looks odd, right? Showing 2 contradictory speeds?
What I can see on my account confirms the speed has been adjusted down to M200 in error:
Your package changes cover the period 04 Feb - 28 Feb
Services removed - M600 Fibre Broadband
Services added - M200 Fibre Broadband
Your package covers the period 01 Mar - 31 Mar
Broadband - M200 Fibre Broadband
Can someone please advise the best and least hassle way to get this resolved?
I have already enquired several times to 'Stefan' who sorted out the renewal but as of this moment he's gone radio silent with no update about what's going on. That's been nearly a week now.
Thanks
John
on 13-02-2022 11:48
Hi Jocko,
Thanks for your post.
Sorry to hear that there has been a mistake made here - it does sound like it would just have been an error on the email rather than on the actual account, which I can appreciate causes confusion. Have you been able to speak with anyone regarding this since your post?
Cheers,
Ryan.
on 13-02-2022 11:55
you say the speed has dropped so not sure if the email is wrong or not
assuming its gone to 1gig what hub do you have - whichever hub post the config file to confirm what spped its set to
log into hub3/4 - 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 thecongigutation figures - to see those press on the grey buttons/boxes labelled - configuration
how are you testing the speeds wired or wifi
on 15-02-2022 12:59
Hi @Jocko thanks for posting and welcome back to our community.
I am sorry for any confusion around your package. I would like to take a look for clarity. I am going to send you a private message.
Regards
Lee_R
28-02-2022 21:30 - edited 28-02-2022 21:50
Hi Lee.
Apologies for delays replying. I've only just got back to looking at this.
So, firstly, the M200 / M600 info I noted in original post has been explained to me as a quirk caused by the retention team trying to put through a new contract offer. I was told it had to be 'downgraded' first in order to let the offer go through. No idea if this is correct. It may still be relevant to the problem but I think could be a red herring based on below.
What I have seen over last 2 weeks is my internet speedtests consistently returning speeds between 580-650mbps range (this is a speedtest build into my router, so effectively via wired connection). This looked to me as if I was being capped to my prev M600 speed somehow. From searching for this specific problem I came across this thread:
So, two things from that which makes me think I might be facing same / similar problem:
1. When I was upgraded to volt, and specifically when it was activated, I still had my hub 3 connected. This was deliberate - I used this in modem mode and had heard the hub 4 was a step backwards in that regard. I have since switched to the hub 4 (also in modem mode). I wondered if this might mean my config has not been upgraded for gig speeds.
2. When I went to check the config file version, I see this:
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | 87dsfd;kfoA,.iyewrkldJKDHSUBs |
I have no idea if this indicates the config may be corrupt or not. I'm hoping you can confirm and also advise how to correct it.
For ref. I'm using a Netgear R7800 router, factory reset and with every conceivable qos feature confirmed as disabled, as per the numerous threads I've read on the subject. I've also returned the hub 4 to router mode and ran the samknows speedtest. This is coming back as 1000+ but I'm not clear if that rules out an incorrect config file as a potential problem. The hub 4 and router are using the cat 6 cable supplied with the kit - have also tried another cable to rule that out.
I can try connecting a laptop directly to the hub 4 in router mode and doing another speed test, but the sequence of events above make me thing the config file is at least in the frame so I was hoping to get a quick view on that first.
cheers
John
on 28-02-2022 21:34
Additional router status info for ref...
SFID | 23186 |
Max Traffic Rate | 1200000450 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 23185 |
Max Traffic Rate | 55000270 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | bestEffort |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 1.3 | 40.9 | QAM256 | 25 |
1 | 139000000 | 1.8 | 40.9 | QAM256 | 1 |
2 | 147000000 | 1.7 | 40.9 | QAM256 | 2 |
3 | 155000000 | 1.8 | 40.9 | QAM256 | 3 |
4 | 163000000 | 1.6 | 40.9 | QAM256 | 4 |
5 | 171000000 | 1.8 | 40.9 | QAM256 | 5 |
6 | 179000000 | 1.9 | 40.9 | QAM256 | 6 |
7 | 187000000 | 2.1 | 40.4 | QAM256 | 7 |
8 | 195000000 | 2.3 | 40.9 | QAM256 | 8 |
9 | 203000000 | 2.2 | 40.9 | QAM256 | 9 |
10 | 211000000 | 2.4 | 40.4 | QAM256 | 10 |
11 | 219000000 | 2.4 | 40.4 | QAM256 | 11 |
12 | 227000000 | 2.4 | 40.9 | QAM256 | 12 |
13 | 235000000 | 2.4 | 40.9 | QAM256 | 13 |
14 | 243000000 | 2.4 | 40.9 | QAM256 | 14 |
15 | 251000000 | 2.2 | 40.4 | QAM256 | 15 |
16 | 259000000 | 2.4 | 40.9 | QAM256 | 16 |
17 | 267000000 | 2.2 | 40.9 | QAM256 | 17 |
18 | 275000000 | 2 | 40.4 | QAM256 | 18 |
19 | 283000000 | 2 | 40.9 | QAM256 | 19 |
20 | 291000000 | 1.8 | 40.4 | QAM256 | 20 |
21 | 299000000 | 2.1 | 40.9 | QAM256 | 21 |
22 | 307000000 | 1.6 | 40.4 | QAM256 | 22 |
23 | 315000000 | 1.5 | 40.4 | QAM256 | 23 |
24 | 323000000 | 1.4 | 40.4 | QAM256 | 24 |
26 | 339000000 | 1.6 | 40.4 | QAM256 | 26 |
27 | 347000000 | 1.3 | 40.9 | QAM256 | 27 |
28 | 355000000 | 1.7 | 40.9 | QAM256 | 28 |
29 | 363000000 | 1.4 | 40.4 | QAM256 | 29 |
30 | 371000000 | 1.6 | 40.4 | QAM256 | 30 |
31 | 379000000 | 1.7 | 40.9 | QAM256 | 31 |
on 28-02-2022 21:34
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 40.946209 | 0 | 0 |
1 | Locked | 40.946209 | 0 | 0 |
2 | Locked | 40.946209 | 0 | 0 |
3 | Locked | 40.946209 | 0 | 0 |
4 | Locked | 40.946209 | 0 | 0 |
5 | Locked | 40.946209 | 0 | 0 |
6 | Locked | 40.946209 | 0 | 0 |
7 | Locked | 40.366287 | 0 | 0 |
8 | Locked | 40.946209 | 0 | 0 |
9 | Locked | 40.946209 | 0 | 0 |
10 | Locked | 40.366287 | 0 | 0 |
11 | Locked | 40.366287 | 0 | 0 |
12 | Locked | 40.946209 | 0 | 0 |
13 | Locked | 40.946209 | 0 | 0 |
14 | Locked | 40.946209 | 0 | 0 |
15 | Locked | 40.366287 | 0 | 0 |
16 | Locked | 40.946209 | 0 | 0 |
17 | Locked | 40.946209 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.946209 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 40.946209 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 40.366287 | 0 | 0 |
24 | Locked | 40.366287 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 40.946209 | 0 | 0 |
28 | Locked | 40.946209 | 0 | 0 |
29 | Locked | 40.366287 | 0 | 0 |
30 | Locked | 40.366287 | 0 | 0 |
31 | Locked | 40.946209 | 0 | 0 |
159 | 96 | 4K | 1880 | QAM4096 | 759 |
159 | Locked | 43 | 5.7 | 1324269852 | 39834 |
on 02-03-2022 13:58
Just for reference for anyone in same boat.
My config file has changed to ..
;kfoA,.iyewrkldJKDHSUBsgvca6
I'm not sure what triggered that. I did put the hub 4 back to router mode for some further testing then back to modern mode again, so may have been that.
Anyway, that's the issue resolved and speed is now as expected, so I'm assuming it's to do with that change.
on 04-03-2022 14:13
Hi @Jocko
Thanks for getting back to us. I'm glad to hear the issue is now resolved and you are receiving the expected speeds. If you have any further issues please do pop back and we will be happy to help.
Best wishes,
Serena