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shushstudio
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SL1 Slow speed and intermittent problem

Paying for the upgraded 200mb service. Current max when the service is responding is at a maximum of 20mb. There have been ongoing problems in the SL1 area for over 3 weeks. Status checker shows no problems. Online tech support for reporting appears to be hidden. No way to contact through the main site. Not receiving what you're paying for, no way to report it, telephone support taking over an hour to answer a call (not tried for longer than an hour). Marketing calls to increase commitment to the product, still being made though. Overall this is a shoddy service. It will do nothing to encourage retention. Rather, it will ensure customers use channels available to them to warn others. Unprofessional. Unsupportive. Breaking SLAs. Ombudsman needs to look at this. The consumer needs protection from this kind of rogue commercial behaviour.

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MikeRobbo
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Alessandro Volta
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Message 2 of 39
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Re: SL1 Slow speed and intermittent problem

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 ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: SL1 Slow speed and intermittent problem

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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Helpful Answer

Re: SL1 Slow speed and intermittent problem

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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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shushstudio
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Message 5 of 39
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Re: SL1 Slow speed and intermittent problem

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8684d819ac547f9faec57c6d2bcec1036d... (link generated from thinkbroadband BQM)

No idea what this means - On here click the Link icon (2 links chain to the left of the camera icon)
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MikeRobbo
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Alessandro Volta
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Re: SL1 Slow speed and intermittent problem


@shushstudio wrote:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/8684d819ac547f9faec57c6d2bcec1036d... (link generated from thinkbroadband BQM)

No idea what this means - On here click the Link icon (2 links chain to the left of the camera icon)

linkcamera

 


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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shushstudio
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Re: SL1 Slow speed and intermittent problem

Router status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online
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shushstudio
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Re: SL1 Slow speed and intermittent problem

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 -0.5 38 256 qam 9
2 211000000 -1 38 256 qam 10
3 219000000 -1.2 38 256 qam 11
4 227000000 -1.5 38 256 qam 12
5 235000000 -1.5 38 256 qam 13
6 243000000 -1.7 38 256 qam 14
7 251000000 -1.5 38 256 qam 15
8 259000000 -1.2 38 256 qam 16
9 267000000 -1.5 38 256 qam 17
10 275000000 -1.5 38 256 qam 18
11 283000000 -1.5 38 256 qam 19
12 291000000 -1.5 38 256 qam 20
13 299000000 -1.5 38 256 qam 21
14 307000000 -1.5 38 256 qam 22
15 315000000 -1.5 38 256 qam 23
16 323000000 -1.7 38 256 qam 24
17 331000000 -2 38 256 qam 25
18 339000000 -2 38 256 qam 26
19 347000000 -1.7 38 256 qam 27
20 355000000 -1.7 38 256 qam 28
21 363000000 -2.2 38 256 qam 29
22 371000000 -2.2 38 256 qam 30
23 379000000 -2 38 256 qam 31
24 387000000 -2 38 256 qam 32
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shushstudio
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Message 9 of 39
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Re: SL1 Slow speed and intermittent problem

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 46.8 5120 64 qam 1
2 39399703 43.5 5120 64 qam 4
3 53699868 46 5120 64 qam 2
4 46200049 44.8 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
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shushstudio
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Re: SL1 Slow speed and intermittent problem

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm
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