Menu
Reply
Nexus9
  • 20
  • 0
  • 1
Tuning in
600 Views
Message 1 of 32
Flag for a moderator

Slow Slow Slow

New Customer here. Had the ultimate 500 bundle supplied and fitted 3 days ago.

Wired speed clocks at below 50mbs 

Intermittent signal failure on TV

30 minute wait on phone waiting for tech help listening to awful music before hanging up in frustration.

No online help chat.

Have turned router off and on a dozen times.

Have factory reset router 3 times.

I'm close to taking everything out and cancelling contract.

Any help appreciated 

Cheers

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
568 Views
Message 2 of 32
Flag for a moderator

Re: Slow Slow Slow

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

If everything above is OK we need do some 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 can 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 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. 

When the page appears DO NOT LOG IN but 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.

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
Nexus9
  • 20
  • 0
  • 1
Tuning in
549 Views
Message 3 of 32
Flag for a moderator

Re: Slow Slow Slow

0 Kudos
Reply
Nexus9
  • 20
  • 0
  • 1
Tuning in
546 Views
Message 4 of 32
Flag for a moderator

Re: Slow Slow Slow

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11387500001.238256 qam1
2146750000138256 qam2
3154750000140256 qam3
41627500001.240256 qam4
51707500001.540256 qam5
61787500001.240256 qam6
71867500001.238256 qam7
8194750000140256 qam8
9202750000138256 qam9
102107500000.738256 qam10
112187500000.538256 qam11
122267500000.538256 qam12
132347500000.538256 qam13
142427500000.238256 qam14
152507500000.238256 qam15
16258750000038256 qam16
17266750000-0.238256 qam17
18274750000-0.538256 qam18
19282750000-0.538256 qam19
20290750000-0.738256 qam20
21298750000-0.538256 qam21
22306750000-0.738256 qam22
23314750000-0.738256 qam23
24322750000-0.738256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.920
2Locked38.9150
3Locked40.370
4Locked40.9350
5Locked40.380
6Locked40.360
7Locked38.980
8Locked40.340
9Locked38.960
10Locked38.990
11Locked38.9110
12Locked38.6120
13Locked38.950
14Locked38.670
15Locked38.680
16Locked38.950
17Locked38.9130
18Locked38.9140
19Locked38.6120
20Locked38.6230
21Locked38.990
22Locked38.9130
23Locked38.9100
24Locked38.9230
0 Kudos
Reply
Nexus9
  • 20
  • 0
  • 1
Tuning in
543 Views
Message 5 of 32
Flag for a moderator

Re: Slow Slow Slow

Upstream bonded channels

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

1393999023.5512064 qam9
2537000003.525512064 qam7
3462000003.5512064 qam8
4325999613.525512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
Nexus9
  • 20
  • 0
  • 1
Tuning in
541 Views
Message 6 of 32
Flag for a moderator

Re: Slow Slow Slow

Network Log

Time Priority Description

30/07/2020 17:06:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 16:25:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2020 16:38:0noticeSW download Successful - Via Config file
27/07/2020 16:35:9noticeSW Download INIT - Via Config file
27/07/2020 16:35:5ErrorDisruption during SW download - Power Failure
27/07/2020 16:32:20noticeSW Download INIT - Via Config file
16/07/2020 11:06:34noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 10:58:14noticeSW download Successful - Via Config file
16/07/2020 10:52:37noticeSW Download INIT - Via Config file
01/01/1970 00:03:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:37criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 17:55:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 04:36:32noticeDHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 04:36:32ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 03:37:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 03:19:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 02:38:22ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 00:55:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 12:51:30ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
537 Views
Message 7 of 32
Flag for a moderator

Re: Slow Slow Slow

The stats look good. The BQM needs time to develop.

 

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
531 Views
Message 8 of 32
Flag for a moderator

Re: Slow Slow Slow

Can you copy and paste the contents of the Configuration tab onto here, if you get a yellow warning click the Post button again.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
Nexus9
  • 20
  • 0
  • 1
Tuning in
517 Views
Message 9 of 32
Flag for a moderator

Re: Slow Slow Slow

Thanks Mike,

No white light on Router - only every been yellow. Photo below this mornings speedtest 🙂

Speed Test.png

 

Router.jpg

 

0 Kudos
Reply
Nexus9
  • 20
  • 0
  • 1
Tuning in
515 Views
Message 10 of 32
Flag for a moderator

Re: Slow Slow Slow

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxxl500u+voc-b.cm



Primary Downstream Service Flow

SFID19868
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID19867
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
0 Kudos
Reply