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prettyrickyxuk
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Slow speeds even after area fault fixed

I'm on the 350mb package and the past 3 days my speed has been around 80mbps and the internet kept dropping out.

Today I received an email saying the fault in the area has been and I have not had any dropouts, however the speed is still around 80mbps which is around 1/4 of what I should be getting.

Tried calling on 150 but it just kept ringing so hopefully I can get support on here.

I have reset the hub multiple times holding the pin for 30 seconds and the speed is the same on both wifi and internet on all devices in my home.

Hope you can help.

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MikeRobbo
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Alessandro Volta
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Re: Slow speeds even after area fault fixed

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.
prettyrickyxuk
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Re: Slow speeds even after area fault fixed

My BQM 

 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14027500000.237256 qam25
22187500000.537256 qam11
32267500000.537256 qam12
42347500000.737256 qam13
52427500000.537256 qam14
62507500000.737256 qam15
72587500000.737256 qam16
82667500000.737256 qam17
92747500000.537256 qam18
10282750000137256 qam19
11290750000137256 qam20
12298750000137256 qam21
13306750000137256 qam22
14314750000137256 qam23
153227500000.937256 qam24
164107500000.537256 qam26
174187500000.537256 qam27
184267500000.737256 qam28
194347500000.737256 qam29
204427500000.937256 qam30
21450750000137256 qam31
224587500001.237256 qam32
234667500001.237256 qam33
24474750000137256 qam34


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.360
2Locked37.6100
3Locked37.660
4Locked37.670
5Locked37.660
6Locked37.370
7Locked37.650
8Locked37.680
9Locked37.660
10Locked37.380
11Locked37.670
12Locked37.670
13Locked37.670
14Locked37.380
15Locked37.3200
16Locked37.380
17Locked37.3230
18Locked37.6160
19Locked37.360
20Locked37.360
21Locked37.370
22Locked37.350
23Locked37.3190
24Locked37.311

0

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prettyrickyxuk
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Re: Slow speeds even after area fault fixed

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 4.625 5120 64 qam 6
2 60300000 4.55 5120 64 qam 5
3 39400000 4.675 5120 64 qam 8
4 46200000 4.65 5120 64 qam 7


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
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prettyrickyxuk
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Re: Slow speeds even after area fault fixed

Network Log
Time Priority Description
06/10/2020 20:26:30 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 20:26:5 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 04:47:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 00:38:31 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 00:38:10 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 16:56:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 15:06:14 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 15:06:10 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 15:05:46 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 15:05:34 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 15:05:5 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 11:39:41 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 02:27:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 01:33:20 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 01:28:43 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 01:25:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 00:56:40 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 00:55:49 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 00:20:3 Error DHCP RENEW sent - No response for IPv4;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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Message 6 of 10
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Re: Slow speeds even after area fault fixed

Your >> BQM << needs a few more hours to get any kind of trend showing.

The Hub stats are looking OK.

Rebooting your Hub may allow it to allow it to renegotiate the connection.

Try a reboot 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.

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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prettyrickyxuk
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Message 7 of 10
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Re: Slow speeds even after area fault fixed

I tried resetting it that way but still slow download speeds around 80mbps, the upload speed is around 35mbps which if I remember correctly is how it was before the download speed started to slow down.

My connection has gone off 2 or 3 times tonight again as well which only lasts 10-15seconds.

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MikeRobbo
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Re: Slow speeds even after area fault fixed

Your download speed is indicative of either an iffy ethernet cable or a Network Interface Card (NIC) at 10/100 and not 100/1000 that is required for 350Mbs.

Can you go into the Hub settings and go to the Connected Devices page and see what the indicated connection speed is. This is not the actual connection speed but the ability of the connection.

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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prettyrickyxuk
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Message 9 of 10
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Re: Slow speeds even after area fault fixed

You are correct my Ethernet shows 100 and Wifi shows 46.35mbps.

I'm not sure why it's only 100 when I am using a cat 5E cable and also tried a cat 6 cable.

This Laptop apparently has a Gigabit ethernet port so I'm not sure I'm only getting 100 and not 1000?

I have the latest network driver from the manufacturers website.

Is there a setting in the hub settings to enable 1000?

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MikeRobbo
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Message 10 of 10
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Re: Slow speeds even after area fault fixed

The Hub isn't clever enough, the problem is the cable or the NIC in the laptop.

Simplest thing is to change the ethernet cable.

Then if that doesn't fix it go into the laptop settings and see what speed the NIC is set to, if it is at 100 try and force it to 1000.


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