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ninak101
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Slow internet speeds

Hi, I've recently upgraded to the M350 from M100 thinking this was the reason for the slow speed.  Turns out it's not! I've been in touch with Customer Services over the phone who referred me straight to Ofcom to monitor however I don't want to cancel I just want it to work!

Wifi speeds can vary between 20 - 100 mbps.  Wired speeds rarely go over 60mbps.  

Back in August my neighbour had a new front drive and the workers cut through our cable, a repair was made and all was well so we thought.  Since then speeds have been slow, we put it down to more people at home etc... Customer services think that if it was a fault with the cable it wouldn't work at all.

I'm at a complete loss, waiting to hear back from ofcom with their findings but wondered if there was anything that can be done to fix the issue rather than be forced to cancel our contract?

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ninak101
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Re: Slow internet speeds

Downstream bonded channels

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

13310000000.240256 qam25
22350000000.740256 qam13
32430000000.740256 qam14
42510000000.740256 qam15
52590000000.540256 qam16
62670000000.540256 qam17
72750000000.440256 qam18
82830000000.540256 qam19
92910000000.740256 qam20
102990000000.940256 qam21
113070000000.740256 qam22
123150000000.740256 qam23
133230000000.240256 qam24
14339000000-0.540256 qam26
15347000000-0.540256 qam27
16355000000-1.540256 qam28
17363000000-240256 qam29
18371000000-2.440256 qam30
19379000000-2.540256 qam31
20387000000-2.740256 qam32
21395000000-2.940256 qam33
22403000000-340256 qam34
23411000000-2.940256 qam35
24419000000-2.540256 qam36

 

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ninak101
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Re: Slow internet speeds

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

25

0

2

Locked

40.9

14

0

3

Locked

40.9

19

0

4

Locked

40.3

19

0

5

Locked

40.3

16

0

6

Locked

40.3

29

0

7

Locked

40.3

22

0

8

Locked

40.3

17

0

9

Locked

40.9

12

0

10

Locked

40.3

28

0

11

Locked

40.9

22

0

12

Locked

40.9

30

0

13

Locked

40.9

35

0

14

Locked

40.3

31

0

15

Locked

40.9

19

0

16

Locked

40.3

30

0

17

Locked

40.3

41

0

18

Locked

40.9

43

0

19

Locked

40.3

47

0

20

Locked

40.9

41

0

21

Locked

40.3

45

0

22

Locked

40.3

50

0

23

Locked

40.9

63

0

24

Locked

40.9

34

0

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ninak101
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Re: Slow internet speeds

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60299720

43

5120

64 qam

1

2

39400000

41.3

5120

64 qam

4

3

46200065

41.8

5120

64 qam

3

4

53700000

42.8

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

4

0

3

ATDMA

0

0

4

0

4

ATDMA

0

0

3

0

 

Network Log

Time

Priority

Description

09/12/2020 20:13:57

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/12/2020 06:40:52

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/12/2020 06:02:55

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/12/2020 06:02:55

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/12/2020 13:45:23

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/12/2020 12:14:16

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/12/2020 12:14:16

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/12/2020 18:04:26

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/12/2020 10:51:36

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/12/2020 10:51:36

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/11/2020 00:54:56

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/11/2020 22:51:36

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/11/2020 22:51:36

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/11/2020 22:21:36

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/11/2020 22:21:36

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/11/2020 15:59:3

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/11/2020 15:59:3

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/11/2020 16:13:11

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/11/2020 16:12:0

critical

REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/11/2020 16:12:0

Error

T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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MikeRobbo
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Alessandro Volta
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Re: Slow internet speeds

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.

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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
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 internet speeds


@ninak101 wrote:

Downstream bonded channels

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

13310000000.240256 qam25
22350000000.740256 qam13
32430000000.740256 qam14
42510000000.740256 qam15
52590000000.540256 qam16
62670000000.540256 qam17
72750000000.440256 qam18
82830000000.540256 qam19
92910000000.740256 qam20
102990000000.940256 qam21
113070000000.740256 qam22
123150000000.740256 qam23
133230000000.240256 qam24
14339000000-0.540256 qam26
15347000000-0.540256 qam27
16355000000-1.540256 qam28
17363000000-240256 qam29
18371000000-2.440256 qam30
19379000000-2.540256 qam31
20387000000-2.740256 qam32
21395000000-2.940256 qam33
22403000000-340256 qam34
23411000000-2.940256 qam35
24419000000-2.540256 qam36

 


Your Downstream Power Levels individually are all within spec but, the differential between the lowest at -3.0dBmV and the highest at +0.9dBmV is too great.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Re: Slow internet speeds


@ninak101 wrote:

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60299720

43

5120

64 qam

1

2

39400000

41.3

5120

64 qam

4

3

46200065

41.8

5120

64 qam

3

4

53700000

42.8

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

4

0

3

ATDMA

0

0

4

0

4

ATDMA

0

0

3

0

 

You have quite a lot of T3 Errors, hopefully your BQM will give us an idea why.

A reboot should clear the error count so keep an eye on them over the next few days.

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.

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 try your connection again.

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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