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alysonfds
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Message 1 of 17
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Wifi

I have subscribed for 350mbps but the speed is very slow and i also did the test on the virgin site and it shows only 2Mbps. 

I followed all the steps that i found on the virgin website but unable to solve the issue. I also called the customer service so many time but even after being on call for 45 min there is no answer.

Appreciate if someone can help/guide me to this resolved.

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MikeRobbo
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Alessandro Volta
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Message 2 of 17
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Re: Wifi

What speed do you get using a direct connection using a Cat 5E/6 cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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alysonfds
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Message 3 of 17
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Re: Wifi

we are using a fibre cable provided by Virgin and when we tested the speed it is the same which is 2Mbps . We do not have the Cat 5E/6 cable 

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MikeRobbo
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Alessandro Volta
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Message 4 of 17
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Re: Wifi

Until you can determine the broadband speed coming into the Hub you don't know whether you have a broadband problem or a Wi-Fi problem.

VM do not guarantee Wi-Fi because there are far too many external influences that can spoil the Wi-Fi broadcast from the Hub.

 


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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alysonfds
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Message 5 of 17
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Re: Wifi

Sorry the ethernet cable is the CAT 6 cable and we have tried connecting to the laptop and did the speed test. The speed still shows as 2mbps.

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MikeRobbo
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Alessandro Volta
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Message 6 of 17
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Re: Wifi

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.

Post a link to your BQM on here.

Instructions for posting BQM 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.

Then

 

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 click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow 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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alysonfds
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Message 7 of 17
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Re: Wifi

Alyson Wifi direct link url 

Downstream tab

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

1419000000136256 qam30
21870000001.737256 qam7
31950000001.537256 qam8
42030000001.537256 qam9
52110000001.736256 qam10
62190000001.936256 qam11
7227000000237256 qam12
82350000001.736256 qam13
92430000001.736256 qam14
102510000001.537256 qam15
112590000001.537256 qam16
122670000001.237256 qam17
13275000000137256 qam18
14283000000137256 qam19
15291000000137256 qam20
16299000000137256 qam21
173070000000.737256 qam22
183150000000.937256 qam23
193230000001.237256 qam24
203790000001.537256 qam25
213870000001.537256 qam26
223950000001.237256 qam27
23403000000137256 qam28
24411000000136256 qam29



Downstream bonded channels

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

1Locked36.61100
2Locked37.3400
3Locked37.6190
4Locked37.6710
5Locked36.6640
6Locked36.3410
7Locked37.3590
8Locked36.6850
9Locked36.6250
10Locked37.3300
11Locked37.6550
12Locked37.3170
13Locked37.3490
14Locked37.6650
15Locked37.3400
16Locked37.6360
17Locked37.6870
18Locked37.3530
19Locked37.3440
20Locked37.6340
21Locked37.6440
22Locked37.61040
23Locked37.3490
24Locked36.6810

 

 

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alysonfds
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Re: Wifi

 

Upstream bonded channels

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

1603002864.525512064 qam1
2394001364.425512064 qam4
3537002884.5512064 qam2
4462004194.5512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

03/10/2020 14:30:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 06:34:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 21:33:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 19:58:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 12:49:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 12:49:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 12:49:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 12:49:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 12:49:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 12:48:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 12:48:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 12:48:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 12:48:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2020 12:48:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 13:37:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 13:14:46noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 13:14:5Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 12:25:33noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 12:23:1noticeLAN login Success;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 9 of 17
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Re: Wifi

Your Hub data is all looking good.

Up to now your >> BQM << is as bad as it gets but leave it a few hours to see how it develops.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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alysonfds
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Message 10 of 17
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Re: Wifi

Checked both below:

Have you checked the 'Check Service Status' at the top of the page ? No Issues

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues - No Issues

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