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My speed is not what i'm paying for RG

Hi, I've tried getting through to someone on the phone and given the times at the moment I understand that it's difficult, but being on hold for on and off 3 hours is not great, when every 15 min I have to re phone cause it gets disconnected, so I thought I'd try on here. 

My internet has been on and off decent over the lockdown period and again, I can understand the extra stress the network must be under, however its gotten to the point that I can't do anything online now at the time of posting this my speed is supposed to be 200mb.

I feel like its not on when its been like this for over a week. and yet if I decided to pay less this month I'd just get cut off. I've done all the standard things for fixing the network on my end, and given other households in my area are having the same issue on VM I kind of think the issue is on your end

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Alessandro Volta
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Re: My speed is not what i'm paying for RG

How are you connecting your device, Wi-Fi or ethernet cable ?

It can be difficult diagnosing problems without some basic information.

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 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 - 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.



Can you please

Type ( 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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