I've just moved to a SH4 from a SH3 and I'm getting fairly poor download speeds with wired connections (wifi seems fine, which is odd). Previously on the SH3, I was getting ~520Mbps, now with the SH4 I am getting ~400Mbps. The SamKnows real speed test says I am getting a gig to the hub, but the ports seem to be the bottleneck.
I've tried different ethernet cables, different wired devices and a pinhole reset with no change. Engineer came out to have a look today and it felt like I knew more about the SH4 than he did (which he admitted, to be fair. One day's training!!).
I received my Hub 4 a week ago. Installation seemed to be no problem but now I'm getting slower wired speed on the Gig1 service that I did on my Hub 3 & 350Mbps service. At the moment the average wired speed is about 200 to 250Mbps.
I've tried Cat5e, Cat6 & currently cat7 cables without any change. I usually have the hub in modem mode and use my own router, a TP-Link Archer AX11000. Even after a pin reset and the Hub 4 direct to my PC, it's still only marginally faster, about 200 to 300Mbps. My mobo has two gigabit LAN ports. Both return the same speeds. I've updated the drivers and forced the port in 1000 Full Duplex. No change. Disabled my AVG, increase of about 50Mbps if that.
To rule out whether it's my PC, I've also hardwired it into a Dell 3510 that has a gigabit LAN port. Exactly the same directly from the Hub 4 in modem mode or the straight after a PIN reset with the only change being a password reset to the Hub 4 itself.
I've scoured the internet for similar issue and possible fixes. Tried with QoS on and off within the LAN port driver, no change. Disabled & re-enabled the WIndows Autotuninglevel, no change.
I've had an engineer to the address. Unfortunately, he hadn't had any training and admitted it was the first time he'd seen the Hub 4. After another pin hole reset, the Samknows realspeed test confirmed 1086Mbps to the Hub 4 but still only 200 to 250Mbps to the PC through the wired connection. The WiFi to a phone was topping around 380Mbps. The engineer called another engineer who told me he'd had the same issue and to reset the Hub. As you can imagine, seeing as it has been done multiple times already, no change. The engineer didn't have another Hub 4 to test and left as he could prove the full speed to the Hub 4.
Calling VM is absolutely painful. After three hours or more of being passed around and cut off several times, being promised the 'specialist team' who are trained on the Hub 4, even though they seem to follow the same script, still can't help, I'm left with worse speed than I previously had.
I may be missing something plainly obvious but I'm at a loss. The general idea seems to be that if the speed is hitting the Hub 4, then it's my equipment. It very well could be but I find it odd that three gigabit LAN ports across two different devices, the laptop also having a fresh Win10 installation on it, are all in the same 200 to 250Mbps region. It seems too coincidental to me.
Where I go from here I have no idea as VM don't appear to have any suggestions. The engineer promised he'd follow up once he'd spoken to some colleagues and would call back with another Hub 4 to test. No surprises that I haven't heard a word from him.
Any suggestions for something to try would be welcome.
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 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.
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.
Not sure what has happened since I first reported this issue, but I am now getting ~750Mbps through my wired connection. I see there has been a firmware update sometime around May/June and I'm wondering if this is the cause of the improvement. I also had to do *another* pinhole reset because whenever the router reboots, it takes a minimum of 3 goes before it gets a connection to the cabinet in the street.
I wouldn't recommend the 1Gbps package just yet unless you like to live on the edge!