Slow speeds 500mbps broadband

[cdav84]

Up until a couple of weeks ago, I was on the 350 package and generally download speeds were ok. I since upgraded to 500 and the speeds are slower than previously.

I had an engineer out this morning to change the Hub (unrelated issue - the old one had developed the solid red light/overheating problem), but this hasn't had any (positive) effect anyway.

I have a mesh system set-up, but the issue is the same whether wifi or wired to both the mesh or the Hub router itself.

I'm at a loss as to what to try next really.

[jbrennand]

Can you try a reset of the Hub as below and then reset th Hub and Mesh up like below.
____________________________________________________________________

Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker.

When done....

Switch on and set up your own router/Mesh first unit (in its settings) with the WAN port set to be in Dynamic/Automatic IP or DHCP (& Nat) mode, it may be pre-set that way anyway. Then, disconnect all cables from all Mesh first units and switch off and unplug them.

Then, put the VM Hub into modem mode

( https://www.virginmedia.com/help/virgin-media-hub-modem-mode ) and wait for the base light to turn magenta/purple (on a Hub3 - but not on a Hub4!). Leave 5',to initialise

Once it’s in modem mode, the VM hub “MUST” then be powered off.

Switch your first Mesh unit on and make sure it’s fully initialised (leave 5 min) and then put in the ethernet cable from its WAN port to the VM hub (any port will work).

NOW… power up the VM hub and wait 5-10 minutes for The Hub to initialise and and you should get a connection.

Use the recommended App to connect any other Mesh units to the first one. This order only needs to be done the first time you connect the router to the VM hub. You might also set the SSID and key/password on the new router/Mesh to match that on the HUB so when you swap over, all your wireless devices should just connect automatically.

[cdav84]

Thanks for your reply. I've done that and it's still no different to be honest.

[jbrennand]

What make/model of Mesh system are you using? And is that with the Hunb in modem mode?

[cdav84]

Yes, in modem mode. We'll, I tried it in both. 

I have TP-link Decos, the M4 version. 

[jbrennand]

Thats a good system.

Did you connect it the exact sequence above - if not it wont work properly.

But if the problem is just since going from 350->500 - what Upload speeds are you getting? What Max Data Transfer Rates are in the Downstream and Upstream boxes in the Configuration data file in the Hub settings?

[cdav84]

Yeah, I followed your instructions. 

As you say, the change is just since changing my package from 350 to 500. Before that the speed was Ok - not always 350, and sometimes a little inconsistent, but certainly close enough. 

Upload speed I'm getting about 35-40 on Speed test off memory. I'm not at home at the moment, but can get any info this evening. 

[jbrennand]

Uploads should be near 50 on the 500 package 35 is right for the 350 one. I am wondering whether your package wasnt upgraded properly.

The Config file data info.. will prove whether it was or wasnt

[cdav84]

Primary Downstream Service Flow

SFID	3020
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	3019
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[jbrennand]

Thats the 500 service ok

So, can you test speeds directly like this. As you expect >100Mbps then connect a 1GB enabled computer/laptop, with up to date drivers, via a NEW and working Cat5e/6a ethernet cable, directly to the Hub which you have put into “modem mode”
(https://www.virginmedia.com/help/virgin-media-hub-modem-mode ).

This ensures that NO other devices are connected

Test speeds at https://speedtest.samknows.com/ - try on 2 different browsers as Chrome sometimes gives odd results.

If they are still low – boot your device into Windows safe+networking mode - to disable any potentially interfering software - and try again.
There are many posts on here (I have a list of ~30!) where QoS software, anti-virus, unknown/flaky software, old network card drivers, corrupted browsers, bad cables or other connected devices are limiting speeds on tests.

Report back what that gets. For examples of why... see message 7 in the first thread and 9 in in the second and 3 in the third

https://community.virginmedia.com/t5/Speed/HUB-5-and-IGB-wifi/td-p/5088163

https://community.virginmedia.com/t5/Networking-and-WiFi/Slow-Ethernet-Speed/m-p/5060946#M484321

https://community.virginmedia.com/t5/Speed/Upgrade-from-M600-to-Gig1-no-speed-change-with-Hub-4/td-p...