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KeeoKee
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My broadband download speed is super slow

Hello,

I have an issue with my broadband download speed, I am on M100 plan, upload speed normal between 50-100mb, so it is still in the acceptable range.

However my download speed is never over 3mb, and today even as low as 0.05mb and hardly go over 1mb. As both my partner and I are working from home. We are impossible to use this internet.

We followed your guide on your website, restart and reset our router nothing worked. Try to contact your customer service, but your online web system just keep redirecting us to the same page or wait for an hour with no one answer.

We need someone to help asap, please!!!!

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MikeRobbo
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Alessandro Volta
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Re: My broadband download speed is super slow

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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KeeoKee
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Re: My broadband download speed is super slow

Hello Mike,

Thank you for your reply, oh yes there is no issue shown on the website, and I called the phone number, it  currently has a broadband issue in my area. So I guess it must be related our download speed is currently under 0.1mb.

However, even on a regular day, our download speed is around 2-3mb, still way lower than what our plan range, wonder if anything we can do to improve this speed? I mean at least 5mb...

I also follow your advice and set up a BMQ , here is the url (as you mention, it doesnt have data yet)
https://www.thinkbroadband.com/broadband/monitoring/quality/share/5f32d6492fe1fd321ca58937a822848b7a...


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KeeoKee
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Re: My broadband download speed is super slow

Also my network data, great thanks!

Downstream

12350000004.336256 qam13
22430000004.336256 qam14
32510000004.336256 qam15
42590000003.936256 qam16
52670000003.236256 qam17
62750000003.236256 qam18
72830000004.836256 qam19
82910000005.536256 qam20
9299000000636256 qam21
103070000006.337256 qam22
113150000006.537256 qam23
123230000006.537256 qam24
133310000006.937256 qam25
14339000000737256 qam26
153470000007.137256 qam27
163550000007.337256 qam28
173630000007.337256 qam29
183710000007.537256 qam30
193790000007.637256 qam31
203870000007.437256 qam32
213950000006.337256 qam33
224030000005.137256 qam34
234110000005.337256 qam35
244190000005.537256 qam36



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KeeoKee
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Re: My broadband download speed is super slow



Downstream bonded channels

1Locked36.650
2Locked36.370
3Locked36.660
4Locked36.370
5Locked36.380
6Locked36.640
7Locked36.350
8Locked36.660
9Locked36.660
10Locked37.350
11Locked37.360
12Locked37.670
13Locked37.350
14Locked37.350
15Locked37.350
16Locked37.380
17Locked37.660
18Locked37.660
19Locked37.350
20Locked37.6140
21Locked37.350
22Locked37.300
23Locked37.660
24Locked37.300

 

Upstream bonded channels

1602999164.175512032 qam1
2394000204.05512016 qam4
3536998794.125512032 qam2
4462000664.05512032 qam3



Upstream bonded channels

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

TimePriorityDescription

08/10/2020 10:28:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 09:56:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 09:37:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 09:15:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 09:06:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 16:47:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 15:21:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 19:20:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 18:23:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 21:33:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 19:40:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 08:43:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 00:20:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2020 17:52:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2020 17:24:31ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 11:09:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 10:38:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 6 of 6
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Re: My broadband download speed is super slow

Keep checking the 'Service Status' on a regular basis.

The Hub stats look fine but the BQM is showing an external problem.

You can try phoning in but if there are any area works they won't send anyone out to you; (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.

 


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