pay for 100mbps and I am receiving 493.1kbps wired connection! Called up and was told to do pin reset and all would be fine in 35 minutes, if that was the case I wouldn’t have been on the phone considering I did the pin reset yesterday and all was still the same today. Then was told it’s a problem with my router which I had made aware of 4 weeks ago when I lost my TV services and nothing was done about it but today I can have a new router ordered because apparently my services have been watched for the last 4 weeks and can see there’s an issue with my router but yet it took for me to sit 40 minutes on hold to speak to someone about my issue for them to acknowledge and order a router, why wasn’t it just ordered when the issue was noticed 4 weeks ago. Told I would get a call back in 35 mins to check if the pin reset worked and low and behold 1 hour and 30 mins later I’m still sat awaiting the call with my 493.1kbps speed. But quick enough to email and tell me my bill was due last week taking full payment for the speed I was sold rather than actually charging for what I’m receiving. Joke of a company all about the money, never once has anyone been helpful to resolve issues when I’ve contacted just pass you from pillow to post, as long as the moneys coming in eh!
What speed do you get at >> speedtest.net << with a direct connection using a Cat 5E/6 cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?
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 your district. 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 '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.
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, 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. Please do not use screen grabs.
Hi Shauna2020, Welcome to forums and thank you for your post 🙂 I am sorry to hear this and I can look into this for you, I will pop you over a private message and take a look for you. Just keep an eye out for the purple envelope. thanks, Zoie