Experiencing very poor speeds and connection on a new M500 Fibre Broadband account via ethernet connection. Using a new Super Hub 4 plugged into an existing wall outlet (from previous owners who had broadband and TV).
Have gone through the processes of turning off & on again, restoring factory settings, checking connections, and carrying out multiple speed tests.
Thank you for reaching out to us in our community and welcome, sorry to hear you have been receiving lower than expected speeds.
I have had a look at things our end as I have located your account with the details we have for you and I cannot see any issues at all, when you are running a speed test is this on a wired or WIFI connection, please can you try putting the Router in Modem mode and unplug everything else other than 1 wired device with a Gigabit network card and a Cat 6 or above Ethernet cable, please can you also use Samknow and not Speedtest.net as this isn't compatible with the Hub 4.0?
So we can also have a better look into things can you set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network 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 us. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture. please run this for 72 hours and post the results here so we can have a further look into this for you.
A BQM is well worth setting up, but could I politely observe that if the remote diagnostics are reporting no issues at all, then they appear to be missing all those T3 timeouts recorded by VM's Hub and spotted by @lotharmat . Putting the hub in modem mode will trigger a full re-registration and so all channels will be clean and fresh, and therefore if speed is good that indicates nothing unless repeatedly tested for a prolonged period.
It may also be worth checking if this is a Hub 4, as the posted data only shows 24 downstream channels.
@JazQHow new a connection? And are you still in the 14 day cooling off period?
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Thank you for looking into this and your advice @lotharmat, @Paul_DN, and @Andrew-G - we've not experienced any noticeable slow-downs about a day after making the original thread but are continuing to monitor closely. At the time, we were just heading out of the cooling down period which was on the 14th, does this affect the quality of connection?
It is a Hub 4 we are using, and will set-up a BQM if we require further assistance.
Thanks for coming back to us with an update on your connection, I am glad things are looking good now after some help from the community 🙂
The 14 day cooling off period doesn't affect the performance of the connection, so don't worry about that!
Please continue to monitor the broadband for now, and if you see any dips in performance you know where to come for help!
Just for future issues with your services and for any other users that are looking at this thread for help, I have a few links below that might help with general issues -
Our Service Checker is a good tool to use to check if there are any area outages ongoing with Broadband, TV, Landline and Mobile. It usually lets you know what is wrong and how long it's going to take for the engineers to fix (estimated time of course)
Your Online Account also has a good tool which helps diagnose a fault within your home network with your Broadband, TV and Landline, it will tell you what's up and what to do next.
We also have a good section for faults on our website here - Help Website - it will give you flows for diagnosing and rectifying faults on a multitude of aspects. A really good link to bookmark!
Ah will definitely keep this in mind (particularly with the warm weather we've been having) and get it raised up!
Thank you for letting me know and thank you again for your assistance, was a bit panicked with it all as we work from home but so pleased to be all up and running and be a part of a wonderfully helpful community!