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UKpatriot
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Not getting the service I pay for

Only had broadband (only) for a couple of months now. I am paying for a M350 (primarily for gaming)! But since installation I have never have the specified speeds.

I have done numerous speed tests (at different times of day and night) with a few different test apps and the average I am getting is ping: 18ms  DL: 40/60mbps and  UL: 0.05mbps. Honestly I had better speeds with DialUp and when I first had cable with Telewest/CableCorp in the 90s

Can't game, video stream, or send a 2min video to my daughters. It even took 16seconds to open up the VM homepage.

The problem is out in the street or on YOUR network somewhere! So I would like it fixed immediately and I'm not wasting my money. 

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gary_dexter
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Message 2 of 14
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Re: Not getting the service I pay for

Is this over a wired or wireless connection?


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UKpatriot
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Message 3 of 14
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Re: Not getting the service I pay for

Hi Gary

The tests have been performed from my phone and tablet over wi-fi.

My PS4 is wired. But unable to play online due to the horrendous upload speed

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gary_dexter
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Message 4 of 14
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Re: Not getting the service I pay for

WiFi and consoles are not an accuarate way to speedtest.

You need to speedtest wired direct to the hub via a gigabit enabled device such as a laptop. 


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Eeeps
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Message 5 of 14
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Re: Not getting the service I pay for

Was this a self install? If not what speeds did you get before the engineer left?

Please post your modem statistics - particularly your downstream, upstream data along with the network log.

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UKpatriot
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Message 6 of 14
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Re: Not getting the service I pay for

Hi Eeeps.

House never had cable. They put in cable from path to house. Then engineer came to install box inside at a later stage.

Initially we did have a bit of problem with the hub getting connected to the network

All he asked was to test I had internet on my devices before he left. Didn't ask/tell me to check speeds.

I haven't got a clue how to get the logs from the hub

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-tony-
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Message 7 of 14
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Re: Not getting the service I pay for

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labeled - upstream - downstream

if its an earlier hub button is top right

____________________

Tony
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UKpatriot
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Message 8 of 14
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Re: Not getting the service I pay for

BTW I only have an old hp netbook running Windows7 😞

I have tried the VM recommend speed test using the netbook wired to hub...and it won't even do a test (get error message)

Tried a few other online tests and still getting average...ping: 19ms. DL: 40-60Mbps UL: 0.03Mbps

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UKpatriot
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Message 9 of 14
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Re: Not getting the service I pay for

Sorry Tony.

Only takes me straight to sign in box to put the hub password

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-tony-
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Message 10 of 14
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Re: Not getting the service I pay for


@UKpatriot wrote:

Sorry Tony.

Only takes me straight to sign in box to put the hub password


thats where its supposed to take you - read what i posted earlier and follow that

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Tony
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