on 10-06-2021 00:04
Hi,
We've been experiencing slower speeds than our package for quite some time now - we're averaging around 180Mbps despite having 650Mbps BB.
I would love some help as the call center team don't seem to be very interested and just go to the good old speil of "turn it off, back on and wait" - all tests run come back as "normal". 🙄
I'm sure there may be similiar comments here so to confirm, I've tried the following:
For my testing I used testmy.net which has a lovely feature that automatically tests your speed at set intervals (for me I set to hourly for 24 hours) which gave the following results:
Answered! Go to Answer
on 14-06-2021 11:32
Morning @joshakjohn
Welcome back to our Community, I was sorry to understand that you're having some speed issues at the moment. We do thank you for posting your logs for us already; have you had chance to create the BQM for us as yet?
I have also taken a look at your account from here and can see that it's been around 2 weeks since the Hub was rebooted and that you are currently in Modem mode. Have you run the speed tests when in Hub mode - couldn't see you advised that in your first post?
As our user @conman33158 has advised, your stats are looking fine; I have checked the live stats from this end too and they are all within the parameters we would expect for your package and equipment.
Do let us know how things go in Hub mode if you can.
Cheers
Katie - Forum Team
on 10-06-2021 00:09
Date format: D M d Y @ g:i:s a | Type | Test Size | Score Mbps | Score MB/s | ISP / Host | Extra Identifier | Test ID |
Wed Jun 09 2021 @ 10:53:42 pm | DN | 119 MB | 176.45 | 22.06 | virgin_media | 65----port_talbot-nt | nxRKRXUsc |
Wed Jun 09 2021 @ 9:53:39 pm | DN | 114 MB | 197.04 | 24.63 | virgin_media | 65----port_talbot-nt | EUvZWc1ra |
Wed Jun 09 2021 @ 8:53:47 pm | DN | 200 MB | 204.83 | 25.6 | virgin_media | 65----port_talbot-nt | MUfHXwe4h |
Wed Jun 09 2021 @ 7:53:45 pm | DN | 200 MB | 236.76 | 29.59 | virgin_media | 65----port_talbot-nt | ~Nq9eJVWm |
Wed Jun 09 2021 @ 6:53:36 pm | DN | 119 MB | 176.75 | 22.09 | virgin_media | 65----port_talbot-nt | zrgDOJiJX |
Wed Jun 09 2021 @ 5:53:47 pm | DN | 200 MB | 164.69 | 20.59 | virgin_media | 65----port_talbot-nt | YeomvlQDA |
Wed Jun 09 2021 @ 4:53:35 pm | DN | 118 MB | 117.01 | 14.63 | virgin_media | 65----port_talbot-nt | PgsLe_yqv |
Wed Jun 09 2021 @ 3:53:43 pm | DN | 200 MB | 214.98 | 26.87 | virgin_media | 65----port_talbot-nt | JiXBjEfzE |
Wed Jun 09 2021 @ 2:53:29 pm | DN | 107 MB | 182.96 | 22.87 | virgin_media | 65----port_talbot-nt | FVxgbPx3F |
Wed Jun 09 2021 @ 1:53:39 pm | DN | 200 MB | 212.05 | 26.51 | virgin_media | 65----port_talbot-nt | Ufo3eD~4L |
Wed Jun 09 2021 @ 12:53:26 pm | DN | 117 MB | 193.58 | 24.2 | virgin_media | 65----port_talbot-nt | cntXaeGe9 |
Wed Jun 09 2021 @ 11:53:25 am | DN | 113 MB | 194.54 | 24.32 | virgin_media | 65----port_talbot-nt | r3Ai7ESnx |
Wed Jun 09 2021 @ 10:53:24 am | DN | 109 MB | 161.58 | 20.2 | virgin_media | 65----port_talbot-nt | zgMHcNZHp |
Wed Jun 09 2021 @ 9:53:35 am | DN | 200 MB | 201.36 | 25.17 | virgin_media | 65----port_talbot-nt | L7hjEwt3S |
Wed Jun 09 2021 @ 8:53:31 am | DN | 200 MB | 246.2 | 30.78 | virgin_media | 65----port_talbot-nt | XeejDcMdC |
Wed Jun 09 2021 @ 7:53:21 am | DN | 114 MB | 191.35 | 23.92 | virgin_media | 65----port_talbot-nt | 5q60Vsoyw |
Wed Jun 09 2021 @ 6:53:20 am | DN | 114 MB | 186.65 | 23.33 | virgin_media | 65----port_talbot-nt | 6KSVG7PQT |
Wed Jun 09 2021 @ 5:53:19 am | DN | 105 MB | 169.22 | 21.15 | virgin_media | 65----port_talbot-nt | Q3cEJyy3r |
Wed Jun 09 2021 @ 4:53:18 am | DN | 120 MB | 190.18 | 23.77 | virgin_media | 65----port_talbot-nt | ~LNgWa~Om |
Wed Jun 09 2021 @ 3:53:31 am | DN | 200 MB | 161.06 | 20.13 | virgin_media | 65----port_talbot-nt | 6BH2OQW9t |
Wed Jun 09 2021 @ 2:53:25 am | DN | 200 MB | 190.38 | 23.8 | virgin_media | 65----port_talbot-nt | TM9prHYRt |
Wed Jun 09 2021 @ 1:53:24 am | DN | 200 MB | 181.6 | 22.7 | virgin_media | 65----port_talbot-nt | FUS3cLI5P |
Wed Jun 09 2021 @ 12:53:13 am | DN | 113 MB | 141.52 | 17.69 | virgin_media | 65----port_talbot-nt | Xk9QjUMNR |
Tue Jun 08 2021 @ 11:53:09 pm | DN | 120 MB | 171.53 | 21.44 | virgin_media | 65----port_talbot-nt | 1MweYhS34 |
Tue Jun 08 2021 @ 11:44:01 pm | DN | 200 MB | 194.01 | 24.25 | virgin_media | 65----port_talbot-nt | F0kxZ3mtF |
Tue Jun 08 2021 @ 11:14:01 pm | DN | 200 MB | 231.63 | 28.95 | virgin_media | 65----port_talbot-nt | hiqzHLGa9 |
Also did a few tests with SpeedTest to confirm the above results
IP_ADDRESS | TEST_DATE | TIME_ZONE | DOWNLOAD_MEGABITS | UPLOAD_MEGABITS | LATENCY_MS | SERVER_NAME | DISTANCE_MILES | CONNECTION_MODE | SERVER_COUNT |
86.10.XXX.XX | 06/10/2021 00:06 | GMT | 320.8 | 42.53 | 15 | Stone | 100 | multi | 4 |
86.10.XXX.XX | 06/06/2021 21:53 | GMT | 217.65 | 42.4 | 14 | Stone | 100 | multi | 4 |
86.10.XXX.XX | 06/04/2021 12:51 | GMT | 192.2 | 34.72 | 14 | Stone | 100 | multi | 4 |
86.10.XXX.XX | 06/03/2021 23:13 | GMT | 299.43 | 28.39 | 14 | Shrewsbury | 100 | multi | 4 |
86.10.XXX.XX | 06/01/2021 08:01 | GMT | 315.87 | 42.41 | 15 | Shrewsbury | 100 | multi | 4 |
on 10-06-2021 00:10
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 227000000 | 6.9 | 38 | 256 qam | 12 |
2 | 203000000 | 7.5 | 38 | 256 qam | 9 |
3 | 211000000 | 7.4 | 38 | 256 qam | 10 |
4 | 219000000 | 7 | 38 | 256 qam | 11 |
5 | 235000000 | 6.8 | 38 | 256 qam | 13 |
6 | 243000000 | 6.6 | 38 | 256 qam | 14 |
7 | 251000000 | 7 | 38 | 256 qam | 15 |
8 | 259000000 | 7.1 | 38 | 256 qam | 16 |
9 | 267000000 | 7.3 | 38 | 256 qam | 17 |
10 | 275000000 | 7.3 | 38 | 256 qam | 18 |
11 | 283000000 | 7.3 | 38 | 256 qam | 19 |
12 | 291000000 | 7.1 | 38 | 256 qam | 20 |
13 | 299000000 | 7.3 | 38 | 256 qam | 21 |
14 | 307000000 | 7.1 | 38 | 256 qam | 22 |
15 | 315000000 | 7.1 | 38 | 256 qam | 23 |
16 | 323000000 | 7 | 38 | 256 qam | 24 |
17 | 331000000 | 7 | 38 | 256 qam | 25 |
18 | 371000000 | 5.9 | 38 | 256 qam | 26 |
19 | 379000000 | 5.9 | 38 | 256 qam | 27 |
20 | 387000000 | 5.9 | 38 | 256 qam | 28 |
21 | 395000000 | 6.1 | 38 | 256 qam | 29 |
22 | 403000000 | 6.3 | 38 | 256 qam | 30 |
23 | 411000000 | 6.4 | 38 | 256 qam | 31 |
24 | 419000000 | 6.5 | 38 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 270 | 0 |
2 | Locked | 38.9 | 170 | 0 |
3 | Locked | 38.9 | 245 | 0 |
4 | Locked | 38.9 | 206 | 0 |
5 | Locked | 38.9 | 230 | 0 |
6 | Locked | 38.9 | 199 | 0 |
7 | Locked | 38.9 | 182 | 0 |
8 | Locked | 38.9 | 184 | 0 |
9 | Locked | 38.9 | 180 | 0 |
10 | Locked | 38.6 | 255 | 0 |
11 | Locked | 38.9 | 340 | 0 |
12 | Locked | 38.9 | 332 | 0 |
13 | Locked | 38.9 | 321 | 0 |
14 | Locked | 38.6 | 379 | 0 |
15 | Locked | 38.9 | 397 | 0 |
16 | Locked | 38.9 | 545 | 0 |
17 | Locked | 38.9 | 519 | 0 |
18 | Locked | 38.9 | 871 | 0 |
19 | Locked | 38.6 | 1154 | 0 |
20 | Locked | 38.6 | 1471 | 105 |
21 | Locked | 38.6 | 1231 | 0 |
22 | Locked | 38.6 | 1353 | 0 |
23 | Locked | 38.9 | 1315 | 0 |
24 | Locked | 38.9 | 1448 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700047 | 42.8 | 5120 | 64 qam | 2 |
2 | 46199980 | 41.8 | 5120 | 64 qam | 3 |
3 | 39400049 | 41.3 | 5120 | 64 qam | 4 |
4 | 60300000 | 43 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 3 | 0 |
on 11-06-2021 21:59
Anyone from VM able to help here...? Ran another 45 tests every hour and boom still the same
Date format: D M d Y @ g:i:s a | Type | Score Mbps | Score MB/s | Username | ISP / Host |
Fri Jun 11 2021 @ 9:38:50 pm | DN | 180.58 | 22.57 | virgin_media | |
Fri Jun 11 2021 @ 8:38:49 pm | DN | 191.71 | 23.96 | virgin_media | |
Fri Jun 11 2021 @ 7:38:47 pm | DN | 163.94 | 20.49 | virgin_media | |
Fri Jun 11 2021 @ 6:38:45 pm | DN | 173.52 | 21.69 | virgin_media | |
Fri Jun 11 2021 @ 5:14:14 pm | DN | 168.8 | 21.1 | virgin_media | |
Fri Jun 11 2021 @ 4:14:15 pm | DN | 140.32 | 17.54 | virgin_media | |
Fri Jun 11 2021 @ 3:14:17 pm | DN | 243.03 | 30.38 | virgin_media | |
Fri Jun 11 2021 @ 2:14:15 pm | DN | 229.98 | 28.75 | virgin_media | |
Fri Jun 11 2021 @ 1:14:06 pm | DN | 189 | 23.63 | virgin_media | |
Fri Jun 11 2021 @ 12:14:13 pm | DN | 184.6 | 23.07 | virgin_media | |
Fri Jun 11 2021 @ 11:14:10 am | DN | 189.58 | 23.7 | virgin_media | |
Fri Jun 11 2021 @ 10:14:02 am | DN | 150.81 | 18.85 | virgin_media | |
Fri Jun 11 2021 @ 9:14:07 am | DN | 214.08 | 26.76 | virgin_media | |
Fri Jun 11 2021 @ 8:14:00 am | DN | 183.9 | 22.99 | virgin_media | |
Fri Jun 11 2021 @ 7:13:56 am | DN | 180.9 | 22.61 | virgin_media | |
Fri Jun 11 2021 @ 6:13:54 am | DN | 187.05 | 23.38 | virgin_media | |
Fri Jun 11 2021 @ 5:13:53 am | DN | 198.64 | 24.83 | virgin_media | |
Fri Jun 11 2021 @ 4:13:53 am | DN | 161.29 | 20.16 | virgin_media | |
Fri Jun 11 2021 @ 3:13:51 am | DN | 158.04 | 19.76 | virgin_media | |
Fri Jun 11 2021 @ 2:13:49 am | DN | 185.76 | 23.22 | virgin_media | |
Fri Jun 11 2021 @ 1:13:55 am | DN | 204.33 | 25.54 | virgin_media | |
Fri Jun 11 2021 @ 12:13:46 am | DN | 167.67 | 20.96 | virgin_media | |
Thu Jun 10 2021 @ 11:13:53 pm | DN | 179.81 | 22.48 | virgin_media | |
Thu Jun 10 2021 @ 10:13:50 pm | DN | 200.21 | 25.03 | virgin_media | |
Thu Jun 10 2021 @ 9:13:41 pm | DN | 186.58 | 23.32 | virgin_media | |
Thu Jun 10 2021 @ 8:13:48 pm | DN | 162.05 | 20.26 | virgin_media | |
Thu Jun 10 2021 @ 7:13:36 pm | DN | 191.94 | 23.99 | virgin_media | |
Thu Jun 10 2021 @ 6:13:42 pm | DN | 218.39 | 27.3 | virgin_media | |
Thu Jun 10 2021 @ 5:13:47 pm | DN | 204.93 | 25.62 | virgin_media | |
Thu Jun 10 2021 @ 4:13:45 pm | DN | 236.96 | 29.62 | virgin_media | |
Thu Jun 10 2021 @ 3:13:48 pm | DN | 146.97 | 18.37 | virgin_media | |
Thu Jun 10 2021 @ 2:13:31 pm | DN | 179.6 | 22.45 | virgin_media | |
Thu Jun 10 2021 @ 1:13:29 pm | DN | 205.46 | 25.68 | virgin_media | |
Thu Jun 10 2021 @ 12:13:29 pm | DN | 161.28 | 20.16 | virgin_media | |
Thu Jun 10 2021 @ 11:13:38 am | DN | 213.48 | 26.68 | virgin_media | |
Thu Jun 10 2021 @ 10:13:36 am | DN | 245.84 | 30.73 | virgin_media | |
Thu Jun 10 2021 @ 9:13:24 am | DN | 186.04 | 23.26 | virgin_media | |
Thu Jun 10 2021 @ 8:13:25 am | DN | 183.88 | 22.98 | virgin_media | |
Thu Jun 10 2021 @ 7:13:22 am | DN | 168.37 | 21.05 | virgin_media | |
Thu Jun 10 2021 @ 5:15:04 am | DN | 245.23 | 30.65 | virgin_media | |
Thu Jun 10 2021 @ 4:14:54 am | DN | 180.77 | 22.6 | virgin_media | |
Thu Jun 10 2021 @ 3:15:01 am | DN | 216.14 | 27.02 | virgin_media | |
Thu Jun 10 2021 @ 2:15:04 am | DN | 160.27 | 20.03 | virgin_media | |
Thu Jun 10 2021 @ 1:14:48 am | DN | 180.78 | 22.6 | virgin_media | |
Thu Jun 10 2021 @ 12:15:00 am | DN | 140.21 | 17.53 | virgin_media | |
Wed Jun 09 2021 @ 10:53:42 pm | DN | 176.45 | 22.06 | virgin_media | |
Wed Jun 09 2021 @ 9:53:39 pm | DN | 197.04 | 24.63 | virgin_media | |
Wed Jun 09 2021 @ 8:53:47 pm | DN | 204.83 | 25.6 | virgin_media | |
Wed Jun 09 2021 @ 7:53:45 pm | DN | 236.76 | 29.59 | virgin_media | |
Wed Jun 09 2021 @ 6:53:36 pm | DN | 176.75 | 22.09 | virgin_media | |
Wed Jun 09 2021 @ 5:53:47 pm | DN | 164.69 | 20.59 | virgin_media | |
Wed Jun 09 2021 @ 4:53:35 pm | DN | 117.01 | 14.63 | virgin_media | |
Wed Jun 09 2021 @ 3:53:43 pm | DN | 214.98 | 26.87 | virgin_media | |
Wed Jun 09 2021 @ 2:53:29 pm | DN | 182.96 | 22.87 | virgin_media | |
Wed Jun 09 2021 @ 1:53:39 pm | DN | 212.05 | 26.51 | virgin_media | |
Wed Jun 09 2021 @ 12:53:26 pm | DN | 193.58 | 24.2 | virgin_media | |
Wed Jun 09 2021 @ 11:53:25 am | DN | 194.54 | 24.32 | virgin_media | |
Wed Jun 09 2021 @ 10:53:24 am | DN | 161.58 | 20.2 | virgin_media | |
Wed Jun 09 2021 @ 9:53:35 am | DN | 201.36 | 25.17 | virgin_media | |
Wed Jun 09 2021 @ 8:53:31 am | DN | 246.2 | 30.78 | virgin_media | |
Wed Jun 09 2021 @ 7:53:21 am | DN | 191.35 | 23.92 | virgin_media | |
Wed Jun 09 2021 @ 6:53:20 am | DN | 186.65 | 23.33 | virgin_media | |
Wed Jun 09 2021 @ 5:53:19 am | DN | 169.22 | 21.15 | virgin_media | |
Wed Jun 09 2021 @ 4:53:18 am | DN | 190.18 | 23.77 | virgin_media | |
Wed Jun 09 2021 @ 3:53:31 am | DN | 161.06 | 20.13 | virgin_media | |
Wed Jun 09 2021 @ 2:53:25 am | DN | 190.38 | 23.8 | virgin_media | |
Wed Jun 09 2021 @ 1:53:24 am | DN | 181.6 | 22.7 | virgin_media | |
Wed Jun 09 2021 @ 12:53:13 am | DN | 141.52 | 17.69 | virgin_media | |
Tue Jun 08 2021 @ 11:53:09 pm | DN | 171.53 | 21.44 | virgin_media | |
Tue Jun 08 2021 @ 11:44:01 pm | DN | 194.01 | 24.25 | virgin_media | |
Tue Jun 08 2021 @ 11:14:01 pm | DN | 231.63 | 28.95 | virgin_media |
on 14-06-2021 06:14
Your router stats look fine.
Can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.
Under your graph you just created Click (Share Live Graph)
Copy the text in the “Direct Link” box and paste it on here
on 14-06-2021 11:32
Morning @joshakjohn
Welcome back to our Community, I was sorry to understand that you're having some speed issues at the moment. We do thank you for posting your logs for us already; have you had chance to create the BQM for us as yet?
I have also taken a look at your account from here and can see that it's been around 2 weeks since the Hub was rebooted and that you are currently in Modem mode. Have you run the speed tests when in Hub mode - couldn't see you advised that in your first post?
As our user @conman33158 has advised, your stats are looking fine; I have checked the live stats from this end too and they are all within the parameters we would expect for your package and equipment.
Do let us know how things go in Hub mode if you can.
Cheers
Katie - Forum Team
on 15-06-2021 23:01
Well, well well...Katie I can't deny I rolled my eyes when I saw your question asking if I've tried running the tests in Hub mode which is the only thing I didn't try but I followed your suggestion and I was back up to full speed 🤣
Turns out I had QoS turned on in my Asus router which I may have forgotten about so apologies for trying you blame you guys 😘
Thanks for the suggestion because this has been driving me up the wall for weeks!!
on 16-06-2021 12:05
It's no problem ay all joshakjohn! It's something so simple that it can be missed at times. We're just pleased to hear it's now resolved.
If you need anything else from us, just give us a shout and we'll be happy to help.
Thanks,
Beth
on 16-06-2021 13:29