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Slow speeds following upgrade from 350 to 500

Hi,

Havibg upgraded more than 24hours ago, I am seeing speeds lower than when I had 350.  I am seeing around 180 where I was seeing 230-300.

Is this normal?- does it speed up over a few days?

 

Many Thanks 

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Andrew-G
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Message 2 of 18
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Re: Slow speeds following upgrade from 350 to 500

Sometimes its almost immediate, sometimes takes a day or two for the new configuration file to be pushed to your hub.  Wait another day, hopefully it will have resolved, but if there's still a problem then (not now) connect to the hub, click on "check router status", and you'll see a window with five tabs.  Copy and paste (as formatted text) the contents of the four tabs titled Downstream, Upstream, Configuration, and Network log, and we can take a look to see what's what.

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Message 3 of 18
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Re: Slow speeds following upgrade from 350 to 500

Thanks, I’ll check tomorrow

Also someone is signed into my settings page!- I cannot link the app or sign into the settings site because of this 

What can I do?

I have tried rebooting and switching off but this makes no difference

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Message 4 of 18
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Re: Slow speeds following upgrade from 350 to 500

Hello

 

I cannot connect to the hub and the speeds are not improved.  Please advise

Thanks

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Andrew-G
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Message 5 of 18
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Re: Slow speeds following upgrade from 350 to 500

The "someone is logged in" error is a fault in the VM Connect app.   If you restart the hub and your phone then it should work, but that's a lot of hassle and I wouldn't bother with the app.

Connect to your hub by clicking on this link.  That'll bring up the log in page, you DON'T need to log in, just click on the link "Check router status".  That brings up the status window with five tabs.  Can you copy and paste (in separate replies) the contents of each of those five tabs?  Post them as formatted text, NOT AS IMAGES.  The forum software will then be able to edit out any confidential data like your IP address - it'll come back with an "invalid HTML" message, just click on the post button a second time.

Then we can check for obvious problems, including whether your hub's got the new speed configuration.

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Message 6 of 18
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Re: Slow speeds following upgrade from 350 to 500

Hi

There is no option to check router status, just to log in?

 

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Message 7 of 18
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Re: Slow speeds following upgrade from 350 to 500

I am asked to confirm language and the asked to log in.  There is nothing else to click

 

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Message 8 of 18
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Re: Slow speeds following upgrade from 350 to 500

Hi, Logged in as this was the only option and ran a diagnostic.  It said I had problems with telephone and wi-fi.

 

I recently upgraded and had phone but now I don’t??- I don’t know why though?

Also wifi problems but it didn’t say what

Thanks

 

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Message 9 of 18
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Re: Slow speeds following upgrade from 350 to 500

That confirm language and login is because you've not previously been into the hub's settings.  Go back to my earlier post with the link, click on it again, it should now come up as the "regular" log in page, but you don't need to login to get the status data - there's a white link below the password box that says "check router status".  Then follow the instructions I gave to post the hub's data.

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Message 10 of 18
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Re: Slow speeds following upgrade from 350 to 500

Status

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

483000000
Locked

Ranged Upstream Channel (Hz)

46200034
Locked

Provisioning State

Online
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