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Alina8308
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Unstable Internet connection

Hi. I recently bought my son a gaming computer (desktop) and he is really struggling with the Internet connection.  The maximum speed is 12-20mbps. He took 2 days to download a game. I spoke few times with vm (even before I had problems with my smart TV signal)  and they said from their end everything looks fine. Now I connected the computer to the extender via a ethernet cable and the speed is anywhere between 20mbps to 50mbps. I'm starting to be sick of this and I'm really thinking to change the provider if the problem is persistent and not solved.  I don't know what else to do.  Anyone can help? Greatly appreciated.  I forgot to mention that the internet I pay for is the optic fibre 108mbps. Thank you 

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jbrennand
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Message 2 of 20
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Re: Unstable Internet connection

20-50 Mbps is pretty good on an ethernet cable connection through extenders on the 100 package.

We are on the 200 package and my lad gets 50-70 Mbps through his powerline extenders - they are "always" slower than any direct ethernet connection.

3 options...

1)  live with the speeds on the extenders
2)  run a Cat6  ethernet cable directly from the Hub to the gaming PC
3)  improve everything by getting your own better quality wireless equipment - with ethernet ports - like a Mesh system

All of those will be cheaper than paying any early disconnection fees you may have to pay to leave a contract early


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Alina8308
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Re: Unstable Internet connection

It might be good if it would be stable.  But now is 50mbps and next second dropping to 20mbps or even 12... sometimes I can't even use the phone or TV and many times I prefer to stay on mobile data on my phone.  At least is stable. Every time I speak with vm they tell me to reset the router or that from their end everything looks fine 🤷‍.  By the way... where is their guaranteed speed of 54mbps? 

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MikeRobbo
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Message 4 of 20
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Re: Unstable Internet connection

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.

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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
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: Unstable Internet connection

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.

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.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Alina8308
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Message 6 of 20
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Re: Unstable Internet connection

I will try and do this tomorrow,  as I'm at work tonight.  I'll post it here straight away.  Thank you very much. 

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jbrennand
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Message 7 of 20
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Re: Unstable Internet connection


@Alina8308 wrote:

It might be good if it would be stable.  But now is 50mbps and next second dropping to 20mbps or even 12.


That might be due to noise on the electrical circuitry or could be an issue on the connection itself - doing as Mike suggested will help see if that is the case


@Alina8308 wrote:

 By the way... where is their guaranteed speed of 54mbps? 


If you look at the T&C's you will see that the guarantees are for speeds to the Hub and not out of it - and no wifi guarantees apply at all.  So

So, can you test speeds directly like this.  Connect a 1GB enabled computer/laptop, (not a console!) with up to date drivers, via a known good and working Cat5e (or better) ethernet cable, directly to the Hub which you have put into “modem mode” (see VM website for “How To”).   Test at speedtest.net (not using their App!) to your nearest VM server - try on 2 different browsers.

If they are still low – boot the device into safe+networking mode and try again.

There are many posts on here where unknown/flaky software, old network card drivers, corrupted browsers or other connected devices are limiting speeds on tests - this will remove all of those possibilities from the equation.

Report back what that gets.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Alina8308
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Message 8 of 20
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Re: Unstable Internet connection

my bqm 

after nearly an hour, i manage hopefully to do a BQM

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Alina8308
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Message 9 of 20
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Re: Unstable Internet connection

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1402750000-4.938256 qam30
2202750000-0.740256 qam9
3210750000-138256 qam10
4218750000-1.540256 qam11
5226750000-240256 qam12
6234750000-2.538256 qam13
7242750000-3.738256 qam14
8250750000-438256 qam15
9258750000-3.938256 qam16
10266750000-3.938256 qam17
11274750000-4.538256 qam18
12282750000-5.238256 qam19
13290750000-538256 qam20
14298750000-4.738256 qam21
15306750000-5.438256 qam22
16314750000-5.538256 qam23
17322750000-5.238256 qam24
18330750000-538256 qam25
19370750000-4.738256 qam26
20378750000-4.438256 qam27
21386750000-4.938256 qam28
22394750000-538256 qam29
23410750000-438256 qam31
24418750000-438256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.64190
2Locked40.3460
3Locked38.9430
4Locked40.9700
5Locked40.3890
6Locked38.61580
7Locked38.63540
8Locked38.94100
9Locked38.93500
10Locked38.93790
11Locked38.96760
12Locked38.910220
13Locked38.911420
14Locked38.98570
15Locked38.914910
16Locked38.919390
17Locked38.614870
18Locked38.610310
19Locked38.63840
20Locked38.63420
21Locked38.95000
22Locked38.610670
23Locked38.62110
24Locked38.91610
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Alina8308
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Message 10 of 20
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Re: Unstable Internet connection

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13940000051512064 qam6
24620000051512064 qam5
33260000050.5512064 qam7
45370000051512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0000
3ATDMA0010
4ATDMA0000
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