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Lorenz
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Slow broadband speed

I am paying for M500 broadband with a guaranteed speed of over 300Mbit but this entire last week it has been between 50 and 70. When calling your service centre, I have to listen to the same song over and over and over again for more than an hour, only to be told that nothing can be done about the issue.

how can this be the answer and when will the issue be fixed? Will I receive a refund for getting 1/10th of the promised and paid for speed? 

It would be helpful to have further Information on what the issue is as opposed to going in endless circles of some automatic system telling me that my router must be in an Incorrect location. 
it hasn’t moved and the issue lies with Virgin. Fix it please. 
lockdown is testing us all but hot having access to the broadband I pay for is not helping. 

MikeRobbo
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Alessandro Volta
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Message 2 of 12
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Re: Slow broadband speed

What speeds do you get at >> speedtest.net << 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 ?

 

 

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.
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MikeRobbo
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Alessandro Volta
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Message 3 of 12
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Re: Slow broadband speed

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 'Live 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.


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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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Alessandro Volta
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Re: Slow broadband speed

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, 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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Lorenz
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Message 5 of 12
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Re: Slow broadband speed

Hi Mike 

the only physically connected devices Into the router are the sky box and an Apple TV. Both are not the latest so get a max of 100Mbps. 
my PC as well as phone to that we’re getting 500 the last time I checked are now getting 54 and 79 respectively. 
I looked at this setting not too long ago and only recently upgraded my WiFi card on my pc to allow for the upgraded bandwidth. 
At the moment no WiFi connected device is getting over 100Mbps and the minimum speed I should be getting is above 300. 

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MikeRobbo
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Message 6 of 12
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Re: Slow broadband speed

They supply and guarantee a connection to the Hub, after the Hub it is up yo you.

VM do not, and never have guaranteed Wi-Fi speed or coverage. 

You need to test the speed using the proper equipment at the Hub otherwise it is a Wi-Fi problem and up to you to sort out.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Lorenz
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Re: Slow broadband speed

Downstream: 

1. 139000000 / 7.9 /35

2. 147000000 / 7.5 / 35

3. 155000000 / 7 / 36

4. 163000000 / 6.8 / 36

5. 171000000 / 6.5

6. 179000000 / 6.5

7. 187000000 / 6.5

8. 195000000 / 6.4

9. 200000000 / 6

upstream 

1. 39400092 / 45.8 / 5120 / 16qam

2. 46200100 / 45.3 / 5120 / 16qam

3. 53700087 / 44.8 / 5120 / 64qam

4. 60299980 / 44 / 5120 / 64qam 

config: 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053-b.cm



Primary Downstream Service Flow

SFID603324
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID603323
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

Network log: 

01/01/1970 01:25:7ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:23:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:22:4ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:20:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:32ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Lorenz
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Message 8 of 12
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Re: Slow broadband speed

The internet is still very patchy and very slow. 
No indication on when this will be fixed and according to the app the internet is fine. 
i am constantly being kicked out of VCs due to this. 

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MikeRobbo
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Message 9 of 12
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Re: Slow broadband speed

Can you post all the Hub data please, you have only posted the first 9 lines of the first table in the Downstream, we expect to see 24 on a Hub 3, and 31 on a Hub 4, and also expect to see 2 tables from the tab on both Hubs.


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Lorenz
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Re: Slow broadband speed

Downstream bonded channels

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

11390000007.537256 qam1
21470000006.937256 qam2
31550000006.438256 qam3
41630000006.138256 qam4
5171000000638256 qam5
61790000005.837256 qam6
71870000005.937256 qam7
81950000005.638256 qam8
92030000005.337256 qam9
102110000005.137256 qam10
112190000005.437256 qam11
122270000005.937256 qam12
132350000005.938256 qam13
142430000005.838256 qam14
152510000005.838256 qam15
162590000005.938256 qam16
17267000000638256 qam17
182750000005.938256 qam18
19283000000638256 qam19
202910000006.138256 qam20
212990000006.538256 qam21
223070000006.838256 qam22
233150000006.938256 qam23
24323000000738256 qam24



Downstream bonded channels

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

1Locked37.624550095611685
2Locked37.630205847511651
3Locked38.628385304212205
4Locked38.628442643313472
5Locked38.930013247814362
6Locked37.630044616813491
7Locked37.627231357812194
8Locked38.626842498511932
9Locked37.632024965411832
10Locked37.63289033049042
11Locked37.62682315884626
12Locked37.62021323087097
13Locked38.61813800266980
14Locked38.91839608695680
15Locked38.61892401885810
16Locked38.61753748076851
17Locked38.91505399266897
18Locked38.61428009225001
19Locked38.61416370914257
20Locked38.61389111144285
21Locked38.61236271114820
22Locked38.91004350154659
23Locked38.6924446525567
24Locked38.9932657226116

 

Upstream bonded channels

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

13939976646512016 qam4
24620050145.3512016 qam3
35370000044.8512064 qam2
46029999744.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000
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