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SamRowlands
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Internet Going Slow ALL the Time

Hello,

So my internet is always running slow. It will randomly go slow throughout the day, resetting it sometimes fixes the problem temporarily but the problem always come back. Trying to call support is never helpful, i have complained about this problem multiple times. They just ask me to restart the box or turn it on and off which fixs the problem but only for short while. I reset my box probably twice a day, its very frustrating. I stream on Twitch so having to take my stream down so i can restart my internet is just becoming a pain and nobody is helping. Should i just swap to BT? Is this an area related problem? As of right now my internet is spiking from 4mbs to 40mbs - im suppose to be getting 200mbs.

Thanks

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SamRowlands
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Re: Internet Going Slow ALL the Time

Also i am using Ethernet not wifi - the probelm effects both the wifi and wired connection

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jbrennand
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Re: Internet Going Slow ALL the Time

You haven't actually said what Hub model you have and whether you are getting disconnections or just speed issues ?

In any case can you follow the protocol below so that we can take a look at the Hub and connection data and see if there is anything obviously amiss there.
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First switch the Hub off for 5 minutes - whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - but, make sure the 2 passwords on the Hub sticker are still there and legible first !
Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it there firmly for 60 seconds – release the pin then leave the Hub 10’ to stabilise.

Also, post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or text at bottom-middle of first page up (Hub3) and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

Also, in the meantime, if you haven’t already, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” (as per instructions on the TB website) when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Emily_G
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Re: Internet Going Slow ALL the Time

Thanks for the post SamRowlands and welcome to our community.

 

How are your services today?

 

Thanks, Emily.

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