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sp20
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Slow connection for months

Anyone else having super slow speeds in Bristol area? We have M200 package but have only seen that speed once! Our speeds are consistently around 40mbps or below. Had issues like this for months which is not helpful now that I'm working from home full-time. I've checked wired and wireless connections on multiple devices, done all resets etc and have confirmed that the issues are definitely not on our end.

Would be good to get this resolved asap and actually get what I'm paying for rather than quarter of it.

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MikeRobbo
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Alessandro Volta
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Re: Slow connection for months

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

If everything above is OK we need do some more 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 should 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 in the ‘text to display’ box write My BQM 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. 

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 and Network Log tabs onto here, if you get a yellow 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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sp20
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Re: Slow connection for months

Thanks Mike. See below for the info requested.

My BQM 

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

1419000000-2.740256 qam32
2203000000-3.540256 qam9
3211000000-3.240256 qam10
4219000000-3.225256 qam11
5227000000-3.233256 qam12
6235000000-3.540256 qam13
7243000000-3.940256 qam14
8251000000-4.540256 qam15
9259000000-438256 qam16
10267000000-3.240256 qam17
11275000000-2.540256 qam18
12283000000-2.440256 qam19
13291000000-2.440256 qam20
14299000000-2.440256 qam21
15307000000-2.540256 qam22
16315000000-2.240256 qam23
17323000000-1.940256 qam24
18363000000-1.940256 qam25
19371000000-2.740256 qam26
20379000000-3.440256 qam27
21387000000-3.540256 qam28
22395000000-3.240256 qam29
23403000000-2.940256 qam30
24411000000-2.740256 qam31



Downstream bonded channels

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

1Locked40.32930
2Locked40.3386111955
3Locked40.332921872
4Locked251830789219-22944211
5Locked33.93485960212050592
6Locked40.323390704
7Locked40.322515317
8Locked40.329865871
9Locked38.934970992
10Locked40.331628834
11Locked40.932680705
12Locked40.335104965
13Locked40.925885698
14Locked40.324663527
15Locked40.31863544
16Locked40.31163824
17Locked40.337181
18Locked40.3935127
19Locked40.3800315
20Locked40.95928581
21Locked40.31549350
22Locked40.310124
23Locked40.312796
24Locked40.97620

 

Upstream bonded channels

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

1536999795.7512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
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MikeRobbo
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Alessandro Volta
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Re: Slow connection for months

Start with the easy one.

You Upstream has only one channel, we would expect to see four and the Power Level on that single channel is far too high.

This will need an engineer visit to put right.

Next

Your Pre & Post RS Error counts are very high on Channels 4 & 5.

In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.

Try a reboot using this method ...

Switch the Hub off for 5 minutes using the small switch on the rear of the Hub next to the power cord.

Allow the Hub a few minutes to fully restart then check the counts again again.

Finally.

Your >> BQM << needs longer to get any kind of picture showing.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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jbrennand
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Message 5 of 9
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Re: Slow connection for months

As Mike says you have issues. Look again after a restart but channels 4 and 5 in particular are horrid. The signal to noise raitio should be above the minimum of 34dBmV - yours on 4 is 25 ! - indicating noise is overwhelming the signal - you will need a tech visit to investigate where that is coming from and to eliminate it.

A long shot but worth checking, that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing.  Also check that all looks good with the outside cabling and wall box


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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jonnic2000
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Re: Slow connection for months

Similar issues to yourself, I'm currently paying for the 500mb connection with 2 boosters in the property to which is a 1950s build therefore not overly insulated. The past few months i've been as low as 8mb download which is absolutely disgusting and comparative to £5 service not what im currently paying for. I have contacted them on numerous occasions to the extreme of waiting circa 1 hour to speak to a human being with the same response of moving my Router, leave it off for 5 mins blah blah blah - And as you can see from the above statements there is no resolution as at present I'm achieving 50 - 70 mbs per second at the very best which on occasions i can't even stream BBC iplayer on one of the fastest connections in the uk.... rant over......

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MikeRobbo
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Alessandro Volta
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Re: Slow connection for months


@jonnic2000 wrote:

... snip ...


If you want assistance please start your own thread.


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Viper5112
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Re: Slow connection for months

I too have been having issues with speed for weeks now, changed cables etc...I have a Hub 3.0 in modem mode with a TP-Link AX6000 gaming router, haven't been able to get near my 500Mbps since August 10th... Download speeds have been reAx6000SpeedTesthistory.PNGally bad, down to 40 and even 8Mbps...but the upload speeds have been consistent at 49-50Mbps which is where they are supposed to be...

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MikeRobbo
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Re: Slow connection for months


@Viper5112 wrote:

... snip ....


Which part of ...

If you want assistance please start your own thread.

Don't you understand ?


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