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jotei66
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Upgraded to Oomph 360 500mbps Package - no difference to Broadband Speed?

HI,

I have just recently upgraded via retentions to the Oomph 500mbps 360 TV package from my old 200mbps virgin package. The new package was only activated yesterday & I received my 2 new TV 360 boxes as expected.   However I had an activation error message on one of my 360 boxes (CS1010) so I had to call customer services which took up 2 hours of my life waiting in a very busy call queue to resolve, first speaking to Customer Care then passed to 360 activation team i believe. Thankfully they finally resolved the box error message & its working fine now.

Unfortunately as I was on hold for so long & especially after a hard day at work the actual broadband speed upgrade I completely forgot about. Does your speed upgrade just automatically upgrade along with your package or do I physically have to activate or do something?? (I have rebooted router numerous times - altho I have not reset the router via the pin hole as ye)
Having checked via ethernet on my gaming PC, laptop & Nvidia Shield it appears my broadband speed is absolutely no different?  I live in a flat so even via WiFi my speeds have always been consistent due to no real great distances from the router. I'm still only getting my usual anywhere between 175-205 mbps downstream & approx 17-19 mbps.  So is there anything I need to do or is this another call to customer services? Or is this 500 upgrade dependant on your location - I was advised the 500 speed upgrade was available at my address by retentions.  Sorry for long post, thanks in advance for any advice 😉

 

 

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MikeRobbo
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Alessandro Volta
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Message 2 of 10
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Re: Upgraded to Oomph 360 500mbps Package - no difference to Broadband Speed?

Please do this before posting the Hub Data

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.


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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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Re: Upgraded to Oomph 360 500mbps Package - no difference to Broadband Speed?

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 shots.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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jotei66
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Re: Upgraded to Oomph 360 500mbps Package - no difference to Broadband Speed?

My BQM 

Thank you - Ill do the rest when I get home from work in around 2 hours. 

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jotei66
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Re: Upgraded to Oomph 360 500mbps Package - no difference to Broadband Speed?

STATUS TAB:

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
411000000
Locked
Ranged Upstream Channel (Hz)
60300012
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 411000000 3.7 40 256 qam 31
2 195000000 2 38 256 qam 8
3 203000000 1.7 40 256 qam 9
4 211000000 1.5 38 256 qam 10
5 219000000 1.5 38 256 qam 11
6 227000000 1.2 40 256 qam 12
7 235000000 0.7 40 256 qam 13
8 243000000 0.5 38 256 qam 14
9 251000000 0.9 38 256 qam 15
10 259000000 1.5 40 256 qam 16
11 267000000 1.7 38 256 qam 17
12 275000000 1.7 40 256 qam 18
13 283000000 2 40 256 qam 19
14 291000000 2.2 38 256 qam 20
15 299000000 2.7 38 256 qam 21
16 307000000 2.7 38 256 qam 22
17 315000000 2.7 38 256 qam 23
18 323000000 3 38 256 qam 24
19 363000000 4 40 256 qam 25
20 371000000 4 40 256 qam 26
21 379000000 3.5 40 256 qam 27
22 387000000 3.4 40 256 qam 28
23 395000000 3.5 40 256 qam 29
24 403000000 3.7 40 256 qam 30

DOWNSTREAM TAB:

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 0 0
2 Locked 38.9 5 0
3 Locked 40.3 11 0
4 Locked 38.9 8 0
5 Locked 38.9 7 0
6 Locked 40.3 5 0
7 Locked 40.3 2 0
8 Locked 38.9 0 0
9 Locked 38.9 6 0
10 Locked 40.3 5 0
11 Locked 38.9 6 0
12 Locked 40.3 6 0
13 Locked 40.3 5 0
14 Locked 38.6 6 0
15 Locked 38.9 0 0
16 Locked 38.9 5 0
17 Locked 38.9 0 0
18 Locked 38.9 0 0
19 Locked 40.3 0 0
20 Locked 40.9 4 0
21 Locked 40.3 6 0
22 Locked 40.3 0 0
23 Locked 40.3 7 0
24 Locked 40.3 4 0


UPSTREAM TAB:

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300012 45.3 5120 64 qam 9
2 39400000 45.3 5120 64 qam 12
3 46200007 45.3 5120 64 qam 11
4 53700000 45.3 5120 64 qam 10


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

CONFIGURATION TAB:

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ewrkldJKDHSUBsgvca69834nc


Primary Downstream Service Flow
SFID 21612
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 21611
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort


NETWORK LOG TAB:

Network Log
Time Priority Description
14/01/2021 17:37:22 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 17:07:29 notice SW download Successful - Via Config file
14/01/2021 17:05:19 notice SW Download INIT - Via Config file
01/01/1970 00:02:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 16:55:35 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2021 16:06:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 21:42:38 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 21:38:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 21:38:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 21:38:18 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 17:31:17 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 03:45:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 19:17:21 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 02:02:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 02:15:46 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt044-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 02:15:46 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 15:36:50 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 08:43:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 08:43:36 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 08:18:19 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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MikeRobbo
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Alessandro Volta
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Message 6 of 10
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Re: Upgraded to Oomph 360 500mbps Package - no difference to Broadband Speed?

Your Hub data all looks OK except the Configuration.

As you suspected the speed increase hasn't been applied.

Primary Downstream Service Flow
SFID 21612
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 21611
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Message 7 of 10
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Re: Upgraded to Oomph 360 500mbps Package - no difference to Broadband Speed?

Your >> BQM << will need to run until lunchtime tomorrow to get any reasonable indication of what is going on.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Brava210
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Message 8 of 10
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Re: Upgraded to Oomph 360 500mbps Package - no difference to Broadband Speed?

Mr Robbo,

are you now a BT customer?

Sorry to interfere with thread

******************************************************
Virgin BB 200, Hub 3, 3 x V6, TP-Link Deco AX20 x1, M5 x2 - United Artists/Telewest/VM Since 1990
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jotei66
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Message 9 of 10
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Re: Upgraded to Oomph 360 500mbps Package - no difference to Broadband Speed?

Thanks for your help, looks like Ill need to call CS & see what's happening ref my broadband speed increase not being activated.

Your help was much appreciated 

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jotei66
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Message 10 of 10
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Re: Upgraded to Oomph 360 500mbps Package - no difference to Broadband Speed?

Just to conclude its all sorted, spoke with Customer Service & they sent an update to my router & my configuration now indicates:

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
wrkldJKDHSUBsgvca69834ncx



Primary Downstream Service Flow

SFID21612
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID21611
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Speed Test via ethernet now 512 Download & 39 Upload - again thanks for the help with router stats, it helped to explain to CS my issue  😉