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kcomplex
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Slow speeds using pokerstars and video streams together and also stuttering video calls (all platforms)

Hi. I have the hub 3 fibre optic 200mb connection and on my windows 10 PC and I'm getting slow speeds while using playing poker on pokerstars platform. I'm not able to stream video (youtube iplayer etc) while playing poker at the same time which is one of my favourite activities. The video stutters and doesn't play properly. I have contacted pokerstars about this and they said they may have identified the issue. They've sent me an email about how to fix it but i haven't been able to follow their instructions properly so I'm seeking help here. I'll copy and paste the email below.

The other issue which may/may not be connected is that i haven't been able to make video calls work properly on my PC. On all platforms tested video calls constantly stutter. They do however work ok on my mobile which does get faster speeds. My PC is still clocking 100mb most of the time so this should not be an issue. Appreciate any help as I'm stuck right now. And it's ruining my experience and making my so called super fast internet not worthy. Thanks for reading. 

Here is the email from pokerstars support. It would be great to know how to apply these instructions to the Virgin hub 3.

 

 

Hello Sean,


Thank you for your follow-up.

The Network Status Report (NSR) you provided shows data packets are being lost at the first hop for all traced sites.

Hop #1 belongs to your router, which means that it may be blocking our software from connecting properly as sometimes the default firewall that routers have can interfere with our software's connection. Most routers are fine pieces of equipment but sometimes they need to be updated and configured for online gaming software.

Set the trigger (automatic port forwarding) for the following ports: 26002, 443 and 22.

Using a web browser, bring up your router's configuration page. By default, the URL is 192.168.0.1 (or similar), the user name is 'admin', and the password is blank. You should find this information on the printed sticker on the router or in the user manual. Once you have accessed the router configuration page, follow these instructions as a guideline (exact instructions may vary depending on your router model), go to:

Advanced tab → Applications → Enable

After 'Name', enter the name of our software (or anything you wish to label this setting) and fill in the fields as follows:

  • Trigger Port → 26002
  • Trigger Type → TCP
  • Public Port → 26002
  • Public Type → TCP

Select 'Apply' and repeat these instructions for ports 443 and 22.

If you are using a wireless connection and still experience issues, we recommend taking the following steps:

  • Verify all network cables are secure. If your router has an antenna, make sure it is pointing vertically.
  • Reboot your router.
  • Try repositioning your router (so the signal is not blocked by walls, cabinets, other devices, etc.).
  • Change your Wi-Fi network channel (instructions depend on your router model, check manual or manufacturer's website).

Using a speed test site to check for improvement after each step may help to pinpoint the issue. Common speed test sites include:

Adjusting the MTU (Maximum Transmission Unit) size can also help improve your connection, as explained on these websites:

If there is still no improvement, we recommend updating your router's firmware to the latest available. If you need assistance updating, please contact the router's manufacturer directly.

Thank you for your patience and cooperation.

Disclaimer:
We provide links to third-party websites and products as a courtesy to our players and The Stars Group neither endorses nor assumes responsibility for the use of these products or websites, which are independent of The Stars Group. Please be aware that any information or products mentioned should be used or referenced at your own risk and discretion.


Regards,

Alexandru
Technical Specialist
Stars Support

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MikeRobbo
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Alessandro Volta
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Re: Slow speeds using pokerstars and video streams together and also during any video calls (all platform

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


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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 speeds using pokerstars and video streams together and also during any video calls (all platform

Please do this before posting the Hub Data

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.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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.


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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 speeds using pokerstars and video streams together and also during any video calls (all platform

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 Advanced Settings > Tools > Network Status.

Please do not use screen shots.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

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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kcomplex
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Re: Slow speeds using pokerstars and video streams together and also during any video calls (all platform

Can i do this wireless as i don't have an ethernet cable?

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kcomplex
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Re: Slow speeds using pokerstars and video streams together and also during any video calls (all platform

Hello? Can someone clarify please. not sure how to progress if i don't have an ethernet cable. I've always used the connection wirelessly.

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