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laurenai
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Message 1 of 17
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Unusable Internet...

Hi everyone, 

Myself and my partner have been experiencing incredibly low speeds for 3 months. The internet is unusable from 5pm onwards, we pay for 200mb and consistently get under 10mb. We've had an engineer out who changed our hub, but nothing has improved. We've just called up, to be told that there's an issue in the area that won't be fixed until the 18th but the status checker says that there's no problems. When we enquired about what the problem was - we were hung up on! Other people in our area have complained and have received 50% off their bill until the problem is fixed. We would be happy with this but nobody seems to want to help. Myself and my partner both have severe anxiety and really struggle on the phone so this whole situation is just incredibly stressful for us. What should we do?

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MikeRobbo
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Alessandro Volta
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Message 2 of 17
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Re: Unusable Internet...

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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 17
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Re: Unusable Internet...

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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laurenai
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Re: Unusable Internet...

Hi, 

 

Thanks for the help. Here is the live link 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3a7758bf6e4fb376136e515e7d8015c584dd5d4e
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Anonymous
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Message 5 of 17
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Re: Unusable Internet...


@laurenai wrote:

Hi, 

 

Thanks for the help. Here is the live link 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3a7758bf6e4fb376136e515e7d8015c584dd5d4e

Terrible:

carl_pearce_0-1609874666100.png

 

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laurenai
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Message 6 of 17
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Re: Unusable Internet...

I'm not entirely sure what any of it means if I'm honest, but right now I'm experiencing download speeds of 13mb. I'm still trying to get the router info to copy and paste without being a complete jumbled mess 😅

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laurenai
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Re: Unusable Internet...

13310000006.540256 qam 25
22670000006.540256 qam 17
32750000006.540256 qam 18
42830000006.640256 qam 19
5291000000740256 qam 20
6299000000738256 qam 21
73070000006.840256 qam 22
83150000006.540256 qam 23
93230000006.440256 qam 24
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laurenai
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Re: Unusable Internet...

16030000039512064 qam1
23939999637.5512064 qam4
34620000037.5512064 qam3
45370000039512064 qam2

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0020
3ATDMA0000
4ATDMA0020
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laurenai
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Message 9 of 17
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Re: Unusable Internet...

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ncxv9873254k;fg87dsfd;kfoA,.i

 

Primary Downstream Service Flow

SFID23143
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0

 

Primary Upstream Service Flow

SFID23546
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Configuration 

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laurenai
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Message 10 of 17
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Re: Unusable Internet...

05/01/2021 19:20:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 19:20:18Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 10:44:29noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 10:44:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 05:07:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 00:33:51noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 00:33:51ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 06:19:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 07:55:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 07:55:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 14:53:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 19:55:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/12/2020 19:55:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2020 19:15:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2020 12:16:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2020 07:55:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2020 07:55:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 20:17:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 19:55:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 19:55:11Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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