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Aod1984
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Help with stable connection speeds

 I have been asked by your team on tweeter to repost here i am having issues with my broadband after speeding 1.5 hours on the phone to your agent they could not offer a resolution other than go complain to ofcom I don't want my service cancelled just want it working my speeds on wireless go as low as 10mb when I do a pin hole reset or a reboot through app they go back up for a few hours or sometimes a few days my wired connection is getting about 30-40 mb have have checked all cables ect I done test on app which says there is a issue when your agent done one tbey said there was none clearly there is some issue but I have done 12 or 13 tests since August 15th when this started and nothing has changed keep getting same message that yours are working on it but I am paying for a service i am not getting i am on the 200 m package 

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MikeRobbo
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Alessandro Volta
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Re: Help with stable connection speeds

It is doubtful that Wi-Fi from a VM Hub (or any other Hub) will ever get stable speeds.

How is the stability using an ethernet cable connected device ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Aod1984
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Re: Help with stable connection speeds

30-40mb through eithernet cable my package is for 200mb 

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MikeRobbo
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Alessandro Volta
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Re: Help with stable connection speeds

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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Emily_G
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Re: Help with stable connection speeds

Thanks for the post Aod1984 and welcome to our community.

 

We can see some downstream power level errors so I've booked you an engineer appointment using the forum information.

 

Please check these details and reschedule if needed on your online account.

 

Thanks, Emily.

 

 

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