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Owen3
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Slow Connection since Upgrading to Hub 4

Hi,

Since Upgrading to Hub 4 last month, my connection speed is frequently much slower than it was before the "upgrade". If I try to run a test, I get the message "Unfortunately we can't run a diagnostic test on your Hub 4 yet. But, we're working on it so you'll be able run one soon."

Any suggestions on what can be done? The hub is in the same location as the previous one was. This is not good news for home working and any advice on how to improve the speed would be much appreciated. Thanks!

Kind Regards,

Owen

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MikeRobbo
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Message 2 of 21
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Re: Slow Connection since Upgrading to Hub 4

What speed do you get at >> Sam Knows Real Speed << using a direct connection using a Cat 5E/6 cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Owen3
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Re: Slow Connection since Upgrading to Hub 4

Hi Mike,

Thanks for your quick reply. I probably have a Cat 5E/6 cable somewhere - but I don't have a port for one on my MacBook Air. Is there anything else I can try? When I go to the website, I get the following reading - for my iPad.

Thanks,

Owen

Screenshot 2020-10-02 at 13.46.53.png

 

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jbrennand
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Message 4 of 21
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Re: Slow Connection since Upgrading to Hub 4

FYI - I have a MBAir too and I connect it to the netwwork fine with a USB3-RJ45 ethernet adapter and Cat 6 cable. Worth having one in your tech drawer.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Owen3
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Re: Slow Connection since Upgrading to Hub 4

Hi John,

Thanks for your reply. Would that adapter you mentioned work with a USB C port? I really want to get my broadband speed issued resolved but want to make sure I order the right adapter for my MacBook Air, as it doesn't have any normal USB ports.

BTW, is buying the cable the only way to troubleshoot the issue? I did upload a screen shot from Sam Knows Real Speed, as Mike had previously suggested – it was a reading for my iPad though and was obviously obtained wirelessly, as I don’t have an adapter for my iPad either (the port on the iPad, although very similar in size to the USB C on the MBAir, is different again – not sure what it is called.... It’s a shame the Apple products are not a bit more homogenous, it would be good to have one adapter that would work with both devices).

Alternatively, might it be a good idea to see if I can return the Hub 4 and get the Hub 3 back? The Hub 3 worked much better.

Thanks for your advice.

 Regards,

Owen

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MikeRobbo
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Re: Slow Connection since Upgrading to Hub 4

Plenty >> HERE <<.

Just make sure that it is Gigabit capable and as you probably know stick to the well known manufacturers.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Owen3
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Re: Slow Connection since Upgrading to Hub 4

Hi Mike,

The adapter and cable I ordered just arrived today so I was able to follow your instructions. I'm not sure what the reading from the RealSpeed - SamKnows website means though - can you please advise? I'll past a screenshot below. Thanks!

Kind Regards, Owe

Screenshot 2020-10-08 at 16.16.52.png

 

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MikeRobbo
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Message 8 of 21
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Re: Slow Connection since Upgrading to Hub 4

Can you just type the speed results please.

We might be waiting quite a while for a mod to get to the image then possibly reject it for content.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Owen3
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Message 9 of 21
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Re: Slow Connection since Upgrading to Hub 4

Hi Mike,

It looks like the image has uploaded now - it says that the speed to the hub is 97.8. But, I only just noticed that is says the speed to the iPad is 93.0 - even though I've got it plugged into my MacBook Air... Even when I try to run the test again, with the iPad turned off, the website still only gives a result for the iPad. Can you advise how I can get it to take a reading for my MBAir?

Thanks, Owen

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MikeRobbo
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Message 10 of 21
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Re: Slow Connection since Upgrading to Hub 4

We have a problem because we are having to learn about the Hub 4 by reading problems and working out the ins and outs of the Hub.

What is your contracted speed ?

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 internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

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 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.

Then

 

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 and Network Log tabs onto here, if you get a yellow 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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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