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Physiol1
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Message 1 of 12
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Wifi 2% of advertised speed, ethernet connection is 10% of advertised speed - sick of trying to fix

Sick, or spending hours on the phone with Virgin trying to fix this. Getting download speeds of <5mbps on wifi (even when 1m from the hub), and <25mbps when connected to hub by ethernet (I pay for 350mbps service).

Also, on-demand TV service not working on premium channels (Sky / Cinema etc) - which I also pay for - screen just goes blank - no service and no error.

Fed-up trying to get through to Virgin. Anyone suggest a better broadband provider - even the much slower speeds advertised by others, will be fast than what I'm actually getting.

Have done all the restarts / resets, checked all cables - I'm happy / experienced running home wifi networks (Apple) and technically experienced / qualified.

Suspect my Hub (or feed to it) is the problem - but trying to get through to Virgin is problematic - last time took over an hour on phone, this time, getting through but put on a loop to online help - I've done all of that. For over £100 per month, the service is dire, and inability to do anything other than by voice is woeful.

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MikeRobbo
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Alessandro Volta
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Message 2 of 12
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Re: Wifi 2% of advertised speed, ethernet connection is 10% of advertised speed - sick of trying to fix

VM do not, and never have guaranteed Wi-Fi speed or coverage.

Many people have accepted that the VM Wi-Fi is poor and have purchased third party equipment that is much, much more powerful than the VM supplied kit and once set up have wondered why they waited for so long.


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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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Message 3 of 12
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Re: Wifi 2% of advertised speed, ethernet connection is 10% of advertised speed - sick of trying to fix

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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Message 4 of 12
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Re: Wifi 2% of advertised speed, ethernet connection is 10% of advertised speed - sick of trying to fix

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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Physiol1
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Message 5 of 12
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Re: Wifi 2% of advertised speed, ethernet connection is 10% of advertised speed - sick of trying to fix

Thank you. I know, but 2% to 10% of advertised speed (with direct ethernet connection to hub) is dire. TV problems continue. Inability to get through to Virgin. Time to move elsewhere for everything I expect, sadly.

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Physiol1
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Message 6 of 12
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Re: Wifi 2% of advertised speed, ethernet connection is 10% of advertised speed - sick of trying to fix

Downstream bonded channels

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

11387500007.937256 qam1
21467500008.537256 qam2
31547500008.637256 qam3
41627500008.537256 qam4
51707500008.837256 qam5
61787500008.537256 qam6
71867500008.937256 qam7
81947500008.637256 qam8
92027500008.437256 qam9
102107500008.137256 qam10
112187500007.637256 qam11
122267500007.337256 qam12
132347500006.837256 qam13
142427500006.937256 qam14
152507500006.537256 qam15
162587500006.637256 qam16
172667500006.537256 qam17
182747500006.837256 qam18
192827500006.937256 qam19
202907500007.137256 qam20
212987500007.137256 qam21
22306750000737256 qam22
233147500007.537256 qam23
243227500007.537256 qam24



Downstream bonded channels

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

1Locked37.316601880
2Locked37.612551983
3Locked37.612291816
4Locked37.69062163
5Locked37.68512187
6Locked37.612791940
7Locked37.611112544
8Locked37.611571589
9Locked37.613211610
10Locked37.615291617
11Locked37.616282201
12Locked37.323932190
13Locked37.339062216
14Locked37.644422060
15Locked37.660892066
16Locked37.686821491
17Locked37.3100741457
18Locked37.6118981506
19Locked37.3125081796
20Locked37.6136701738
21Locked37.6153582909
22Locked37.6164561807
23Locked37.6167731843
24Locked37.3205882285
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Physiol1
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Message 7 of 12
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Re: Wifi 2% of advertised speed, ethernet connection is 10% of advertised speed - sick of trying to fix

Upstream bonded channels

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

16030000034.8512064 qam1
23940000034.5512064 qam4
34620000034.8512064 qam3
45370001435512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
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Physiol1
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Message 8 of 12
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Re: Wifi 2% of advertised speed, ethernet connection is 10% of advertised speed - sick of trying to fix

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



Primary Downstream Service Flow

SFID12742
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID12741
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Physiol1
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Message 9 of 12
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Re: Wifi 2% of advertised speed, ethernet connection is 10% of advertised speed - sick of trying to fix

Network Log

Time Priority Description

01/01/2021 13:22:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 11:44:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 08:39:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 23:44:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 20:51:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 11:44:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 03:38:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 23:44:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 10:15:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 22:44:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 11:44:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 23:43:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 15:38:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 09:25:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 18:00:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 12:49:57Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 12:49:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 12:49:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 12:49:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 21:24:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Physiol1
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Message 10 of 12
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Re: Wifi 2% of advertised speed, ethernet connection is 10% of advertised speed - sick of trying to fix

Here the link to my broadband monitor.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c84e1724e92ed7252ea4e071582b0fec537666df
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