Menu
Reply
Jack145
  • 10
  • 0
  • 0
Joining in
309 Views
Message 1 of 13
Flag for a moderator

Poor internet speed

Hi all,

hoping someone can help me here, but i am paying virgin for 200MB download speed and have consistently been seeing way less than that for weeks.

Looking back i have never received the speed i was paying for it was always in the region of 60mbps.

however for the past 6 weeks or so i am struggling to achieve over 10mbps speed, with an average latency over the course of 30min sitting at 230ms +.

I have tried all advice on virgin website and sat on hold to virgin for over 50mins to be greeted with someone telling me to reboot my modem and pretty much cutting me off (shocking customer service)

I have gone onto my router settings and created 2 SSIDs.

2.4ghz which has all of the house devices. <10mpbs

5ghz with only 1 PC. <10mbps

any advice would be greatly appreciated at this point.

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
307 Views
Message 2 of 13
Flag for a moderator

Re: Poor internet speed

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

Then immediately after …

Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
306 Views
Message 3 of 13
Flag for a moderator

Re: Poor internet speed

A bit more information is required, please post the following ...

Please do this before posting the Hub Data

If possible 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.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
305 Views
Message 4 of 13
Flag for a moderator

Re: Poor internet speed

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 Advanced Settings > Tools > Network Status.

Please do not use screen shots.

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.

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.
0 Kudos
Reply
Jack145
  • 10
  • 0
  • 0
Joining in
302 Views
Message 5 of 13
Flag for a moderator

Re: Poor internet speed

thank you for the swift response, i have set up a BQM now and the live link can be found here.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c938c516c6107a47f05a3ae3e71696edf018756e

will perform the other steps now. 

0 Kudos
Reply
Jack145
  • 10
  • 0
  • 0
Joining in
295 Views
Message 6 of 13
Flag for a moderator

Re: Poor internet speed

Downstream bonded channels

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

1203000000-0.440256 qam9
21390000001.940256 qam1
31470000001.240256 qam2
41550000000.240256 qam3
5163000000040256 qam4
6171000000040256 qam5
7179000000040256 qam6
8187000000040256 qam7
9195000000040256 qam8
10211000000-0.240256 qam10
11219000000-0.440256 qam11
12227000000-0.540256 qam12
13235000000-0.440256 qam13
14243000000-0.740256 qam14
15251000000-1.240256 qam15
16259000000-1.240256 qam16
17267000000-2.540256 qam17
18275000000-1.540256 qam18
19283000000-0.740256 qam19
20291000000-0.940256 qam20
21299000000-140256 qam21
22307000000-140256 qam22
23315000000-1.240256 qam23
24323000000-1.240256 qam24



Downstream bonded channels

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

1Locked40.312310415
2Locked40.390128915971
3Locked40.394001269925
4Locked40.395595377783
5Locked40.388497810034
6Locked40.92530317896
7Locked40.344879190
8Locked40.31288156
9Locked40.39910067
10Locked40.913310336
11Locked40.31079549
12Locked40.99010206
13Locked40.910610844
14Locked40.31249581
15Locked40.339611203
16Locked40.913107878
17Locked40.97258250
18Locked40.96629580
19Locked40.95258615
20Locked40.351910158
21Locked40.99611993
22Locked40.95913735
23Locked40.39213634
24Locked40.36113178

 

Upstream bonded channels

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

15370000045.3512064 qam2
23940000045.3512064 qam4
34620000045.3512064 qam3
46030000045.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00360
2ATDMA0010
3ATDMA0020
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
fg87dsfd;kfoA,.iyewrkldJK



Primary Downstream Service Flow

SFID9031
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID9030
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

16/01/2021 03:58:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 03:58:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 03:58:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 03:58:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 03:58:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 11:54:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:09:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:09:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:09:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:09:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:09:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:09:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:08:41Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:08:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:08:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:08:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 02:08:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:24:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:24:22Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:23:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Jack145
  • 10
  • 0
  • 0
Joining in
216 Views
Message 7 of 13
Flag for a moderator

Re: Poor internet speed

well finally managed to speak to someone after 2hrs on hold today.

they dont fill me with confidence and have just arranged an engineer for wednesday.....

will be happy to perform any other guidance advised if any from here.

0 Kudos
Reply
Jack145
  • 10
  • 0
  • 0
Joining in
207 Views
Message 8 of 13
Flag for a moderator

Re: Poor internet speed

quick ping to google shows results like this....

i am tearing my hair out with it at this point.

Ping statistics for 172.217.169.3:
Packets: Sent = 47, Received = 47, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 18ms, Maximum = 3211ms, Average = 248ms

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.93K
Alessandro Volta
204 Views
Message 9 of 13
Flag for a moderator

Re: Poor internet speed


@Jack145 wrote:

quick ping to google shows results like this....

i am tearing my hair out with it at this point.

Ping statistics for 172.217.169.3:
Packets: Sent = 47, Received = 47, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 18ms, Maximum = 3211ms, Average = 248ms


You have pinged a server in California, USA.

Try www.bbc.co.uk

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
Jack145
  • 10
  • 0
  • 0
Joining in
198 Views
Message 10 of 13
Flag for a moderator

Re: Poor internet speed

thats my bad then, i thought the .co.uk domain for google was hosted in the UK....

0 Kudos
Reply