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Poor Internet Speeds

Good afternoon,

I have been struggling with really slow internet speeds recently, for both Wifi and wired connection, and it has significantly effected my experience. I have used the speed test website https://www.speedtest.net/result/10396737766 to test my internet, which reports a Ping of 22MS, Download speed of 207.46 and Upload speed of 18.84. However, whenever I try to use a platform that required internet (eg Zoom, Streaming, Online Gaming) I find that I can barely connect a lot of the time and when I do there is constant lag, with ping going up as high as 200MS.

I have called 0345 454 1111 four times and have been left on hold in excess of an hour, only to be hung up on. I have also called 0800 561 0061 and the automated system has confirmed that there are no regional broadband issues. I am concerned that I am not getting the broadband service I have paid for and would appreciate if some tests were run or if an adviser could contact me to provide further assistance.

Many thanks,

Jack Giles

 

 

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Alessandro Volta
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Message 2 of 16
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Re: Poor Internet Speeds

What is your contracted speed ?

Which Hub do you have ?

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Message 3 of 16
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Re: Poor Internet Speeds

Hi Mike,

Our contracted speed is 200Mbps with a 3.0 Hub.

I ran the speed test under those conditions and reported them in my initial post, however those figures don't seem to be accurate of the performance of the internet when I'm actually using applications that rely on it.
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Message 4 of 16
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Re: Poor Internet Speeds

When you are normally using the internet do you use a Wi-Fi or ethernet cable connection ?

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Message 5 of 16
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Re: Poor Internet Speeds

Hi Mike, normally I use an ethernet cable connection. My housemate also uses ethernet with a separate cable and has been experiencing the same speed issues.

I would say that the ethernet has a marginally better speed than the wifi, but neither are good currently.
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Alessandro Volta
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Message 6 of 16
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Re: Poor Internet Speeds

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 'Live 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.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Message 7 of 16
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Re: Poor Internet Speeds

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, Configuration and Network Log tabs onto here, if you get a yellow / straw box 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.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Message 8 of 16
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Re: Poor Internet Speeds

My BQM 

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Message 9 of 16
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Re: Poor Internet Speeds

Downstream bonded channels

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

11710000005.338256 qam5
21390000005.538256 qam1
31470000005.438256 qam2
41550000004.838256 qam3
51630000005.538256 qam4
61790000004.838256 qam6
71870000005.538256 qam7
81950000005.138256 qam8
92030000005.338256 qam9
102110000005.338256 qam10
112190000003.938256 qam11
12227000000338256 qam12
132350000003.238256 qam13
14243000000338256 qam14
152510000002.738256 qam15
16259000000338256 qam16
172670000003.238256 qam17
182750000004.338256 qam18
192830000005.140256 qam19
20291000000538256 qam20
212990000005.438256 qam21
223070000006.140256 qam22
233150000006.538256 qam23
243230000006.338256 qam24



Downstream bonded channels

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

1Locked38.98457
2Locked38.97135
3Locked38.911932
4Locked38.995129
5Locked38.983195
6Locked38.6380
7Locked38.6490
8Locked38.9520
9Locked38.6460
10Locked38.9340
11Locked38.9250
12Locked38.9940
13Locked38.9210
14Locked38.9600
15Locked38.6330
16Locked38.9310
17Locked38.6590
18Locked38.9420
19Locked40.3330
20Locked38.9270
21Locked38.9620
22Locked40.3620
23Locked38.9340
24Locked38.9350
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Message 10 of 16
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Re: Poor Internet Speeds

Upstream bonded channels

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

12580000041512064 qam4
23260000041512064 qam3
33940000042512064 qam2
44620000042.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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