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Anonymous
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Message 1 of 19
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Slow Download & Dropping Out.

 

Hello,

For about a week and a half or more now I've been having issues with my broadband, it's the 350 package, it's been dropping in and out and the speed is around 70 - 90.

I'll try and explain below what I've done and been told so far.

I called customer service around a week ago, I was told there was a problem in the area and that it would be fixed in a few days, no date or anything.

Wednesday the net seemed to be sort of ok, dropped out in the morning, speed not too bad.

On Thursday I had been talking to someone via webchat from VM about my net and the fact their customer service said I'd get credit but never did, he sorted that out, no sooner had I closed the chat, my net started acting up again. I was letting them know via Twitter about the problem.

Friday I contacted VM via Twitter again who advised me to use the chat link for webchat that they'd given me the day before, I managed to get the same person again luckily. He tried to help mem suggested I factory reset the router which I did but I was having so much trouble updating the person via webchat because of my net dropping, that he ended up having to call. He told me on his side that there was no area problem, I told him that I'd just asked my neighbours if they were having issues and they said yes for the same amount of time and I asked if they'd called VM, she said no because she relies on her Son to do it, so person from VM thought that might be why it's not been put through as an area problem? He's also emailed his manager about the problem and the fact my neighbour is having issues as well and asked for me to be updated via email. I've tried factory reset, turning the WiFi off, rebooting the router, unplugging/checking cables, the router and cables were already replaced the last time that I was having issues.

It's a pain having to go through this when my net goes down because the neighbours aren't reporting an issue. I feel like I'm being called a liar by VM and them constantly blaming my side when it's not, it doesn't help.

Just to say, the problem with where I live is, there's a lot of elderly people a lot of which won't have the net and if they do they won't report any issues.

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MikeRobbo
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Alessandro Volta
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Message 2 of 19
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Re: Slow Download & Dropping Out.

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 …

Can you 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.
MikeRobbo
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Alessandro Volta
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Message 3 of 19
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Re: Slow Download & Dropping Out.

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.
MikeRobbo
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Alessandro Volta
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Message 4 of 19
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Re: Slow Download & Dropping Out.

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.

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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Anonymous
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Message 5 of 19
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Re: Slow Download & Dropping Out.

I use my pc via ethernet cable, not WiFi, which is what I've been testing the speed from. I have some knowledge of PC's 🙂

In regards to the first post: It says 100 mbps

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Anonymous
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Message 6 of 19
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Re: Slow Download & Dropping Out.

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MikeRobbo
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Alessandro Volta
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Message 7 of 19
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Re: Slow Download & Dropping Out.


@Anonymous wrote:

I use my pc via ethernet cable, not WiFi, which is what I've been testing the speed from. I have some knowledge of PC's 🙂

In regards to the first post: It says 100 mbps


Is that 100Mbs the test speed or the Hub's reported connection speed ?

 

If the latter you will never get above 90Mbs with the equipment configuration that you are using.

Fist thing I would do is test again using a different Cat 5e or better ethernet cable.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Anonymous
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Message 8 of 19
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Re: Slow Download & Dropping Out.

Every time I try and post the other stats you asked for I get a message telling me to fix the message, I think because it keep trying to post a grid!

I'm going to restart what you've advised and repost the results because I'm having issues with trying to post the results from the router without the grid!

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MikeRobbo
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Alessandro Volta
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Message 9 of 19
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Re: Slow Download & Dropping Out.

Use one post for each tab data and if you get an error message just click Post again.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Anonymous
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Message 10 of 19
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Re: Slow Download & Dropping Out.

Redid the test so I have both results for samknows and the router

Speedtest on samknows was - 79.6 Mbps

The router speed stated - 100 again

 

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