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M100 Download speed below minimum guaranteed.

Hi, I have M100 broadband package and I am consistently getting below the minimum guaranteed speed of 53mbps. I have done all the tests, wired and wireless with the same results. Why am I paying for M100 when I'm getting M50?

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MikeRobbo
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Alessandro Volta
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Message 2 of 42
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Re: M100 Download speed below minimum guaranteed.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some 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 can 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. 

When the page appears DO NOT LOG IN but 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.

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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Crowbar
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Message 3 of 42
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Re: M100 Download speed below minimum guaranteed.

Think Broadband Live Graph 

I couldn't see a link for the 'check router status' I've got a hub 3.0 if that help?

I assume you meant this data below...

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1402750000-0.438256 qam25
2186750000338256 qam7
31947500002.938256 qam8
42027500002.738256 qam9
52107500002.438256 qam10
62187500002.238256 qam11
72267500001.938256 qam12
8234750000238256 qam13
92427500001.938256 qam14
10250750000238256 qam15
11258750000238256 qam16
12266750000238256 qam17
13274750000238256 qam18
14282750000238256 qam19
15290750000238256 qam20
16298750000238256 qam21
17306750000238256 qam22
183147500001.738256 qam23
193227500001.738256 qam24
20410750000-0.238256 qam26
21418750000-0.538256 qam27
22426750000-0.438256 qam28
23434750000-138256 qam29
24442750000-0.438256 qam30



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.980
2Locked38.970
3Locked38.970
4Locked38.660
5Locked38.9718
6Locked38.9100
7Locked38.670
8Locked38.690
9Locked38.980
10Locked38.9130
11Locked38.640
12Locked38.950
13Locked38.680
14Locked38.980
15Locked38.950
16Locked38.980
17Locked38.6200
18Locked38.9210
19Locked38.980
20Locked38.660
21Locked38.6140
22Locked38.9140
23Locked38.6120
24Locked38.93

0

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1537001013.9512064 qam6
2461996743.825512064 qam7
3394003983.75512032 qam8
4603000583.975512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Anonymous
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Message 4 of 42
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Re: M100 Download speed below minimum guaranteed.

One of your upstream channels is out of spec, which could be causing stability issues on your line:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1537001013.9512064 qam6
2461996743.825512064 qam7
3394003983.75512032 qam8
4603000583.975512064 qam5

 

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Crowbar
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Message 5 of 42
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Re: M100 Download speed below minimum guaranteed.

How can I fix this?

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Anonymous
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Message 6 of 42
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Re: M100 Download speed below minimum guaranteed.


@Crowbar wrote:

How can I fix this?


Contact VM directly or wait for one of the VM staff on here to reply to your thread.

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Crowbar
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Message 7 of 42
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Re: M100 Download speed below minimum guaranteed.

Could take a while! lol

I'll give them a ring but I don't know how to speak to a human when I dial 150. Any tips?

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Andrew-G
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Message 8 of 42
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Re: M100 Download speed below minimum guaranteed.

Any tips?

Yes.  Wait for the helpful forum staff.  They're UK based, they don't offer a real time chat service, but they're great at getting things fixed, and it is far more civilised than dealing with the script following offshore call centre (manned by genuine agricultural workers) you'll probably encounter even if you get through on the phone.  Ultimately the offshore agents will tell you to restart the hub, that usually will fix things in the short term as the hub renegotiates all 28 channels, and they'll tell you the problem is resolved, only for it to recur in a short while.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Crowbar
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Message 9 of 42
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Re: M100 Download speed below minimum guaranteed.

I was just thinking, with this post marked 'Answered' will anyone look at it?

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MikeRobbo
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Alessandro Volta
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Message 10 of 42
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Re: M100 Download speed below minimum guaranteed.

Uncheck the 'Helpful Answer.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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