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Message 1 of 14
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Slow broadband speed - lower than guaranteed

Hi,

Hoping someone can help. I am on the M500 broadband package but am only receiving download speed of Circa 50mb/s when connected to hub via Cat 5e. I have posted some pictures from the router status below. Hoping someone can help advise?

Thanks

Screenshot_20210111-225603_Chrome.jpg

Screenshot_20210111-225621_Chrome.jpg

Screenshot_20210111-225632_Chrome.jpg

Screenshot_20210111-225650_Chrome.jpg

Screenshot_20210111-225659_Chrome.jpg

Screenshot_20210111-225705_Chrome.jpg

Screenshot_20210111-225728_Chrome.jpg

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MikeRobbo
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Message 2 of 14
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Re: Slow broadband speed - lower than guaranteed

Can you redo your Hub data using copy and paste please, telephone screen shots are illegible.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Message 3 of 14
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Re: Slow broadband speed - lower than guaranteed

Apologies, please see below with copy/paste:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
363000000
Locked
Ranged Upstream Channel (Hz)
25800000
Locked
Provisioning State
Online

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13630000003.938256 qam29
22670000002.429256 qam17
32750000003.428256 qam18
42830000002.727256 qam19
52910000003.528256 qam20
62990000002.735256 qam21
73070000002.438256 qam22
83150000002.438256 qam23
9323000000238256 qam24
103310000003.538256 qam25
113390000002.538256 qam26
123470000003.738256 qam27
133550000003.238256 qam28
14371000000438256 qam30
153790000003.538256 qam31
163870000003.738256 qam32
17395000000337256 qam33
184030000003.740256 qam34
19411000000338256 qam35
204190000003.538256 qam36
214270000002.738256 qam37
22435000000338256 qam38
23443000000338256 qam39
244510000002.938256 qam40



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.923561040
2Locked29.1241256396641086582
3Locked28.481147442469054660
4Locked27.976186231620373787
5Locked28.65778157082605325
6Locked35.74572925181
7Locked38.9182865958
8Locked38.6923622506
9Locked38.9138464717
10Locked38.9144935580
11Locked38.628794794
12Locked38.915274567
13Locked38.917184753
14Locked38.914864622
15Locked38.915444414
16Locked38.915684468
17Locked37.321454395
18Locked40.351404391
19Locked38.916584361
20Locked38.914454332
21Locked38.913104367
22Locked38.926089607
23Locked38.9215510211
24Locked38.911834519

 

Upstream bonded channels

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

12580000039.3512064 qam14
23260000739.8512064 qam13
33940000039.8512064 qam12
44620000939.8512064 qam11



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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MikeRobbo
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Message 4 of 14
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Helpful Answer

Re: Slow broadband speed - lower than guaranteed

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 ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
MikeRobbo
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Message 5 of 14
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Re: Slow broadband speed - lower than guaranteed

The Signal Noise Ratio on Channels 2, 3 4 & 5 are too low accounting for the high Pre and Post RS errors on those channels.

 

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

While the Hub is powered off go around all the accessible co-ax connectors inside and outside to ensure that they are finger tight.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check to see if the RS Errors have zeroed and check them again every hour or so. If the counts start climbing rapidly compared to the other channels get back to us.

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13630000003.938256 qam29
22670000002.429256 qam17
32750000003.428256 qam18
42830000002.727256 qam19
52910000003.528256 qam20
62990000002.735256 qam21
73070000002.438256 qam22
83150000002.438256 qam23
9323000000238256 qam24
103310000003.538256 qam25
113390000002.538256 qam26
123470000003.738256 qam27
133550000003.238256 qam28
14371000000438256 qam30
153790000003.538256 qam31
163870000003.738256 qam32
17395000000337256 qam33
184030000003.740256 qam34
19411000000338256 qam35
204190000003.538256 qam36
214270000002.738256 qam37
22435000000338256 qam38
23443000000338256 qam39
244510000002.938256 qam40

 

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.923561040
2Locked29.1241256396641086582
3Locked28.481147442469054660
4Locked27.976186231620373787
5Locked28.65778157082605325
6Locked35.74572925181
7Locked38.9182865958
8Locked38.6923622506
9Locked38.9138464717
10Locked38.9144935580
11Locked38.628794794
12Locked38.915274567
13Locked38.917184753
14Locked38.914864622
15Locked38.915444414
16Locked38.915684468
17Locked37.321454395
18Locked40.351404391
19Locked38.916584361
20Locked38.914454332
21Locked38.913104367
22Locked38.926089607
23Locked38.9215510211
24Locked38.911834519

*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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bpp21000
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Message 6 of 14
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Re: Slow broadband speed - lower than guaranteed

Hi SamKnows speed is:

download 118 Mbps

upload 35.7 Mbps

Jitter 2.54 ms

Latenecy 18.4ms

Device connected speed is 1000 Mbps showing on the hub.

Also below are refreshed downstream stats; there are a lot of pre and post RS errors... is that normal:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13630000005.140256 qam29
2267000000540256 qam17
32750000005.340256 qam18
4283000000538256 qam19
5291000000538256 qam20
62990000005.338256 qam21
73070000005.140256 qam22
83150000005.340256 qam23
9323000000540256 qam24
103310000005.540256 qam25
11339000000538256 qam26
123470000005.540256 qam27
13355000000540256 qam28
14371000000540256 qam30
153790000004.638256 qam31
16387000000540256 qam32
173950000004.640256 qam33
18403000000540256 qam34
194110000004.540256 qam35
204190000004.640256 qam36
214270000004.138256 qam37
224350000004.340256 qam38
234430000004.140256 qam39
24451000000438256 qam40



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.3171284855
2Locked40.9246333514670743243
3Locked40.383913717276115014
4Locked38.978230234534680748
5Locked38.96098717205232992
6Locked38.9248051274394
7Locked40.340990238354
8Locked40.941024129491
9Locked40.33866462659
10Locked40.34397842697
11Locked38.93461329501
12Locked40.32999115668
13Locked40.33067817291
14Locked40.3127797475
15Locked38.62315627197
16Locked40.32120180880
17Locked40.330370109307
18Locked40.32810963424
19Locked40.32334570054
20Locked40.32642741110
21Locked38.92376551620
22Locked40.32480455938
23Locked40.32511756886
24Locked38.92370637886

 

 

 

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MikeRobbo
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Message 7 of 14
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Re: Slow broadband speed - lower than guaranteed

Are those numbers after the reboot advised in Message #5 ?


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bpp21000
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Message 8 of 14
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Re: Slow broadband speed - lower than guaranteed

no sorry, our messages overlapped. Below is after the reboot: Seems to have zeroed out but SamKnows speed is still 102 Mbps.

I will keep an eye on the errors and see if they creep up from zero. Should i be looking at pre or post RS?

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13630000005.140256 qam29
2267000000540256 qam17
32750000005.340256 qam18
4283000000538256 qam19
52910000005.138256 qam20
62990000005.338256 qam21
73070000005.140256 qam22
83150000005.440256 qam23
9323000000540256 qam24
103310000005.640256 qam25
11339000000538256 qam26
123470000005.540256 qam27
13355000000540256 qam28
14371000000540256 qam30
153790000004.838256 qam31
16387000000538256 qam32
173950000004.640256 qam33
18403000000540256 qam34
194110000004.540256 qam35
204190000004.840256 qam36
214270000004.138256 qam37
224350000004.440256 qam38
234430000004.140256 qam39
24451000000438256 qam40



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.340
2Locked40.300
3Locked40.300
4Locked38.900
5Locked38.960
6Locked38.940
7Locked40.350
8Locked40.940
9Locked40.300
10Locked40.360
11Locked38.900
12Locked40.350
13Locked40.300
14Locked40.950
15Locked38.6120
16Locked38.950
17Locked40.300
18Locked40.360
19Locked40.300
20Locked40.360
21Locked38.9130
22Locked40.350
23Locked40.950
24Locked38.600
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MikeRobbo
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Message 9 of 14
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Re: Slow broadband speed - lower than guaranteed

It looks like the SNR has gone back to normal but, for how long is anyone's guess.

You need to be checking both but the Post RS is the more important of the two.

Try a different Cat 5e or or better ethernet cable between the Hub and PC and try a Sam Knows test again.

 


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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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Message 10 of 14
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Re: Slow broadband speed - lower than guaranteed

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.