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JayRW
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Message 1 of 19
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M350 slow - especially using Steam/Battle.net software.

Good Afternoon,

So I have just been on the phone to the broadband technical support and have left the call incredibly frustrated.

Apparently as long as the result on speedtest.net is fine and the modem is error free it isn't possible there is a problem. When i asked to escalate the call to someone who actually had a clue and didn't just give me canned responses i was told no one is available for 2 days - which is convenient given everyone knows you cannot work without a manager on site.

 

Anyway lets see if i have more luck in here with people who have evolved from our amoeba state.

So I haven't had problems with speed ever, in all my 10+ years with Virgin (and before that Blueyonder/telewest etc), last Friday I renewed my package in order to get a cheaper monthly rate and this is when the problems have started (it could be coincidence admittedly)

 

All of the below is both wired and wireless

In Steam my downloads cap at 1.4mb/sec Photo, at my friends house (using the same laptop in question) it goes up to his cap of around 25ish mb/sec for reference, confirmation this isn't a laptop or software issue.

In battle.net my downloads cap at exactly 1.4mb/sec: Photo 

When i run both simultaneously they each run at about 600-700k/sec (sharing this strange new cap i have inherited of 1.4mb.sec)

When i connect the laptop to the personal hotspot on my phone the download speeds went up to 6mb/sec before i disconnected it before i trashed my data. So again, confirmation it isn't a laptop or software issue.

My speedtest (which is the only one the customer support team accept strangely) is excellent: Photo but then they should be as i live within 2km of the server being used in this speedtest.

A secondary speedtest: Photo 

a tertiary speedtest: Photo 

Another speed test: Photo 

Something isn't right, and the fact that virgin will only accept the first is a problem as it prevents my technical phone call going any further. Please help!

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MikeRobbo
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Alessandro Volta
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Message 2 of 19
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Re: M350 slow - especially using Steam/Battle.net software.

Ok.

Please forget Wi-Fi until the status of the broadband supply is determined.

Please forget your friends broadband.

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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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JayRW
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Message 3 of 19
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Re: M350 slow - especially using Steam/Battle.net software.

Thanks Mike,

Lets go through this bit by bit:

BQM i did yesterday, here is the results thus far (i think i got this right) My BQM 

Modem Bits:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
419000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

 

Downstream - in another post.

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JayRW
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Re: M350 slow - especially using Steam/Battle.net software.

Downstream:

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

14190000007.440256 qam30
21870000007.140256 qam7
3195000000740256 qam8
42030000006.640256 qam9
52110000006.540256 qam10
62190000006.440256 qam11
72270000006.540256 qam12
82350000006.540256 qam13
92430000006.340256 qam14
10251000000640256 qam15
112590000005.540256 qam16
122670000005.540256 qam17
132750000005.938256 qam18
142830000006.540256 qam19
152910000006.640256 qam20
16299000000738256 qam21
173070000006.840256 qam22
18315000000740256 qam23
193230000007.440256 qam24
20379000000840256 qam25
213870000007.840256 qam26
223950000007.540256 qam27
234030000007.540256 qam28
244110000007.540256 qam29



Downstream bonded channels

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

1Locked40.96146281
2Locked40.383492195
3Locked40.981861696
4Locked40.381571437
5Locked40.381561366
6Locked40.383891343
7Locked40.383451128
8Locked40.379991302
9Locked40.980531231
10Locked40.980081393
11Locked40.380121230
12Locked40.380391138
13Locked38.978671226
14Locked40.37812971
15Locked40.37673834
16Locked38.97585765
17Locked40.37679829
18Locked40.97590800
19Locked40.37149779
20Locked40.36252400
21Locked40.96127345
22Locked40.36219320
23Locked40.36128285
24Locked40.36270258
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JayRW
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Message 5 of 19
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Re: M350 slow - especially using Steam/Battle.net software.

Upstream:

Upstream bonded channels

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

1537000003.718512064 qam2
2394000443.65512064 qam4
3603000003.775512064 qam1
4462000003.675512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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JayRW
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Message 6 of 19
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Re: M350 slow - especially using Steam/Battle.net software.

Network Log:

Network Log

Time Priority Description

29/09/2020 11:04:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 11:04:42Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 11:04:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 10:58:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 10:47:21Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 10:46:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 02:43:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 18:36:24ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 00:30:7ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 22:35:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 06:24:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 23:33:50ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 23:10:50ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 07:49:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 05:46:43ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 16:42:37ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 12:16:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2020 03:38:37ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2020 03:55:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 03:49:7ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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JayRW
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Message 7 of 19
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Re: M350 slow - especially using Steam/Battle.net software.

Bump, still a major problem. 

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JayRW
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Message 8 of 19
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Re: M350 slow - especially using Steam/Battle.net software.

So been on the phone again to technical support this morning in the hope of getting some actual help!.

Exactly the same scenario, speedtest.net is working flawless (370-390mbps) but EVERY other speedtest I've tried which is more than 8 others show a speed of 9.4-9.8mbps (can very happily provide screenshots). Any download is maxed at 1.4mb/sec so it has real implications. Its so obvious from my end there is a problem here, but I just cannot get further than tech support. 

I have just renewed my contract, but if this doesn't get some attention soon i am going to get a court order to revoke the contract as the way the tech support team have fobbed me off is just too much.

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MikeRobbo
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Alessandro Volta
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Message 9 of 19
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Re: M350 slow - especially using Steam/Battle.net software.

What speed do you get using a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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JayRW
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Message 10 of 19
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Re: M350 slow - especially using Steam/Battle.net software.

Hey again Mike,

The speeds listed are using the cat 5e/6 cable and the hub. I’ve got 3 different cables all with the same results.

Unless there is a different test or speed you are meaning to the ones previously mentioned?

 

It feels like as soon as the connection goes outside of Virgins network the speeds tank.

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