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KevinLam
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Very slow broadband, in particular Upload

Good afternoon, 

Trying to get in touch with the customer service for days now. But every time, after half an hour in the queue, the line simply drops. So give this a go.

Our broadband package promises us 100Mbit down and 10 Mbit up.

The up speed barely reaches 1Mbit, any time of the day, any day of the week.

The down speed maxes out at 50/60 very early in the morning, and drops to about 20 in the afternoon. 

This is all tested with a laptop directly connected to the router via a Cat5e cable.

It would be great if this could be sorted as working from home is quite painful with these slow speeds.

Looking forward to your replies.

Best wishes, 

 

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MikeRobbo
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Alessandro Volta
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Message 2 of 18
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Re: Very slow broadband, in particular Upload

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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KevinLam
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Re: Very slow broadband, in particular Upload

SamKnows results are:
Latency: 25.9 ms
Jitter: 9.59 ms
Download: 24.8 Mbps (should be 4 times as high)
Upload: 197 Kbps (should be 50 times as high)

Hub Settings - Connected Device - Connection Speed:
1000 Mbps

Some more data:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 539000000 1.9 38 256 qam 17
2 411000000 0.2 37 256 qam 1
3 419000000 0 38 256 qam 2
4 427000000 0.2 37 256 qam 3
5 435000000 0.5 37 256 qam 4
6 443000000 0.5 38 256 qam 5
7 451000000 0.7 38 256 qam 6
8 459000000 0.7 38 256 qam 7
9 467000000 0.7 38 256 qam 8
10 475000000 0.9 38 256 qam 9
11 483000000 1 38 256 qam 10
12 491000000 1.2 38 256 qam 11
13 499000000 1.2 38 256 qam 12
14 507000000 1 38 256 qam 13
15 515000000 1 38 256 qam 14
16 523000000 1.4 38 256 qam 15
17 531000000 1.9 38 256 qam 16
18 547000000 1.5 38 256 qam 18
19 555000000 1.5 38 256 qam 19
20 563000000 1.7 38 256 qam 20
21 571000000 1.4 38 256 qam 21
22 579000000 0.7 37 256 qam 22
23 587000000 0.7 38 256 qam 23
24 595000000 1.4 38 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 7229 32400
2 Locked 37.6 3372 16400
3 Locked 38.6 3287 15117
4 Locked 37.6 2557 15526
5 Locked 37.6 2311 15468
6 Locked 38.6 3432 14240
7 Locked 38.6 4375 34399
8 Locked 38.6 4452 42375
9 Locked 38.6 3270 38289
10 Locked 38.9 2952 41865
11 Locked 38.6 2048 43893
12 Locked 38.6 1825 37306
13 Locked 38.6 2116 38933
14 Locked 38.6 2073 42746
15 Locked 38.6 2684 37724
16 Locked 38.9 3789 36673
17 Locked 38.6 5812 34696
18 Locked 38.6 8340 36100
19 Locked 38.9 8812 27266
20 Locked 38.9 9069 27213
21 Locked 38.6 9319 33821
22 Locked 37.6 9496 29736
23 Locked 38.6 9388 36869
24 Locked 38.9 8960 25628

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 42 5120 64 qam 6
2 46200078 42.3 5120 64 qam 5
3 25800064 42.3 5120 16 qam 8
4 32600000 42.3 5120 64 qam 7

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 2 0
3 ATDMA 0 0 8 0
4 ATDMA 0 0 0 kl

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MikeRobbo
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Alessandro Volta
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Message 4 of 18
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Re: Very slow broadband, in particular Upload

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 5 of 18
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Re: Very slow broadband, in particular Upload

At the top of the next hour can you please reboot the Hub using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

While the Hub is powered off go around all the accessible co-ax connectors inside and outside to ensure that they are finger tight.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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KevinLam
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Message 6 of 18
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Re: Very slow broadband, in particular Upload

My BQM 

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KevinLam
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Re: Very slow broadband, in particular Upload

Restarted the hub. Kept it off for 8 minutes. Checked all connections and they appear fine.

 

Edit 12:30:

No difference in speed noticeable. Still about 30 down and 0.2 up.

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John_GS
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Message 8 of 18
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Re: Very slow broadband, in particular Upload

Hi KevinLam,

 

Thanks for posting and welcome to the community. 

 

My apologies for the broadband issues. 

 

I've checked the system and there is an SNR issue in your area (signal to noise). The estimated fix date is 13th January. The fault reference is F008714536.

 

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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KevinLam
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Message 9 of 18
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Re: Very slow broadband, in particular Upload

Thanks for your reply John.

Can you give any garantees on this? Me and my partner are WFH and it is basically impossible to get anything done. I know these are unprecedented times, but dial-in connections in the 90s were quicker.

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MikeRobbo
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Message 10 of 18
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Helpful Answer

Re: Very slow broadband, in particular Upload

If internet access is 'mission critical' you could look at getting a 3G / 4G / 5G data dongle from a Mobile company, or more data on your mobile contract, or a cheap BT Line or maybe a Business contract with the better SLAs and free 4G Dongle for when there are problems.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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