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Nigel1971
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Message 1 of 13
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Upgraded speed but not happened

On Monday I decided I would upgrade the speed to the M350 package but after 24 hours it didn’t happen so I went on the live chat instead of waiting for an hour on the phone. The agent talked me into a good deal to get the M500 speed for just an extra £12 per month on a new 18 month contract.

The agent said it would increase yesterday Tuesday on the same day I had originally wanted the M350 package. Well it hasn’t happened and I’m still stuck on the 200mb I was on when I joined, I’ve rebooted the hub but it hasn’t pushed the new upgrade through.

Can this get sorted?

 

 

——————————————— My Broadband Ping - Virgin 500mb Home Connection
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MikeRobbo
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Alessandro Volta
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Message 2 of 13
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Re: Upgraded speed but not happened

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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Nigel1971
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Re: Upgraded speed but not happened

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

13310000002.540256 qam25
2203000000240256 qam9
3211000000240256 qam10
42190000001.940256 qam11
52270000001.740256 qam12
62350000001.540256 qam13
72430000001.440256 qam14
82510000001.240256 qam15
9259000000140256 qam16
10267000000140256 qam17
11275000000140256 qam18
122830000001.440256 qam19
132910000001.740256 qam20
14299000000240256 qam21
153070000002.240256 qam22
163150000002.240256 qam23
173230000002.440256 qam24
183390000002.540256 qam26
193470000002.540256 qam27
203550000002.540256 qam28
213630000002.740256 qam29
223710000002.940256 qam30
23379000000340256 qam31
24387000000340256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.950
2Locked40.980
3Locked40.340
4Locked40.360
5Locked40.370
6Locked40.340
7Locked40.950
8Locked40.340
9Locked40.380
10Locked40.390
11Locked40.970
12Locked40.980
13Locked40.350
14Locked40.360
15Locked40.980
16Locked40.960
17Locked40.970
18Locked40.940
19Locked40.360
20Locked40.370
21Locked40.960
22Locked40.9100
23Locked40.360
24Locked40.900
——————————————— My Broadband Ping - Virgin 500mb Home Connection
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Nigel1971
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Re: Upgraded speed but not happened

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

13260001241.8512064 qam13
23940004642.3512064 qam12
34620003642.3512064 qam11
45370004142.8512064 qam10


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ewrkldJKDHSUBsgvca69834ncxv98


Primary Downstream Service Flow

SFID672
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow

SFID671
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
——————————————— My Broadband Ping - Virgin 500mb Home Connection
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Nigel1971
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Re: Upgraded speed but not happened

Network Log

Time Priority Description

30/12/2020 03:14:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 05:43:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 05:43:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 05:43:11ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 14:40:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 14:09:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 12:30:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 10:13:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 10:13:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 15:39:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/12/2020 22:13:13noticeDHCP 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 22:13:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 05:05:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 10:13:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 10:13:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:35:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 22:13:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 22:13:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 16:57:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 15:04:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
——————————————— My Broadband Ping - Virgin 500mb Home Connection
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MikeRobbo
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Alessandro Volta
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Message 6 of 13
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Re: Upgraded speed but not happened

You are still on the 200Mbs service.

 

Primary Downstream Service Flow

SFID672
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow

SFID671
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Nigel1971
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Message 7 of 13
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Re: Upgraded speed but not happened

Is it normal to get no more than around 250mb on a WiFi connection on the M500? That’s what virgin told me.

——————————————— My Broadband Ping - Virgin 500mb Home Connection
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MikeRobbo
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Alessandro Volta
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Message 8 of 13
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Re: Upgraded speed but not happened

Please post the contents of the Hub Configuration tab.

Wi-Fi signal can be anything from 500 to zero depending on the environment and interference.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Nigel1971
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Message 9 of 13
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Re: Upgraded speed but not happened

I’m definitely not hitting the 500mb or more on a wired connection, it’s going 50mb less about 450-460.

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
d;kfoA,.iyewrkldJKDHSUBsgvca6



Primary Downstream Service Flow

SFID672
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID671
Max Traffic Rate


38520000

Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

I’m certainly on the M500 now.

——————————————— My Broadband Ping - Virgin 500mb Home Connection
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Eeeps
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Message 10 of 13
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Re: Upgraded speed but not happened

Is this any time of day or just now?
What speed test are you using?

Given your TBQM I would expect a little better.
Try a speed test early morning (6am) or better still at hourly intervals throughout the day.

My daytime rates are usually between 250-450 but dropped to 50 during the recent Amazon football streaming a couple of days ago.

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