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neilclarke
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the more we upgrade, the slower the speed!!!

we were getting 80-100 mbps in March on 100 service, but our devices were struggling.

so we upgraded to 200 mpbs.  we mainly got 50-60 mbps using this - once i got about 150, but that was a one off.

so just got a good black friday deal to go to 500 - guaranteed minimum 250.  now we get about 35-40 download.  upload is about 35, which is as promises, but we don't upload as much.

I have reset the box and done all the checks.  i am tracking the speed constantly on virgin's recommended app so i have a record of this awful speed.  There will be 2 of us working from home from Thursday and i cannot have this bad a speed.  i need you to fix this TODAY

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MikeRobbo
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Alessandro Volta
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Message 2 of 13
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Re: the more we upgrade, the slower the speed!!!

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 'Live 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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
MikeRobbo
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Alessandro Volta
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Message 3 of 13
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Re: the more we upgrade, the slower the 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 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.
neilclarke
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Re: the more we upgrade, the slower the speed!!!

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
25800002
Locked
Provisioning State
Online
 
Back
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000004.540256 qam25
22670000002.538256 qam17
32750000002.738256 qam18
42830000003.538256 qam19
52910000003.240256 qam20
62990000004.140256 qam21
7307000000438256 qam22
83150000004.538256 qam23
93230000004.540256 qam24
103390000004.940256 qam26
11347000000540256 qam27
12355000000540256 qam28
133630000004.540256 qam29
143710000004.540256 qam30
153790000003.540256 qam31
163870000003.438256 qam32
173950000002.740256 qam33
184030000002.738256 qam34
194110000002.938256 qam35
204190000002.540256 qam36
214270000002.738256 qam37
224350000002.440256 qam38
234430000002.238256 qam39
244510000002.538256 qam40


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.36812
2Locked38.62120
3Locked38.920017
4Locked38.913728
5Locked40.38841
6Locked40.37547
7Locked38.98227
8Locked38.91121
9Locked40.38511
10Locked40.38316
11Locked40.317432
12Locked40.922218
13Locked40.31357
14Locked40.3902
15Locked40.39315
16Locked38.98119
17Locked40.3816
18Locked38.96213
19Locked38.9810
20Locked40.3620
21Locked38.9570
22Locked40.3520
23Locked38.9500
24Locked38.9420
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neilclarke
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Message 5 of 13
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Re: the more we upgrade, the slower the speed!!!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fef18c786e52ef5df29f0c72749141a7128bd45d

not sure what you mean by the link bit? 

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neilclarke
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Re: the more we upgrade, the slower the speed!!!

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12580000247.3512064 qam6
23260005647.3512064 qam5
33939999645.3512064 qam4
44620000447.3512064 qam3


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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MikeRobbo
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Alessandro Volta
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Message 7 of 13
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Re: the more we upgrade, the slower the speed!!!

Can you post the rest of the Hub data please.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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neilclarke
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Message 8 of 13
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Re: the more we upgrade, the slower the speed!!!

Network Log

Time Priority Description

30/11/2020 13:25:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2020 13:23:24Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:26ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:43:27Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:42:12criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:40:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:40:6ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:39:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:19:31ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:19:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:19:8ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:19:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:14:29ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:13:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:39ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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neilclarke
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Message 9 of 13
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Re: the more we upgrade, the slower the speed!!!

Virgin - please can you look at this and fix please?

i suggest you give me a credit for every day you do not fix - as it won't go above 50mbps and just stops there, it looks like you have put the wrong speed limit on.

customers should not have to wait days for an answer when we pay so much money

 

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MikeRobbo
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Alessandro Volta
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Message 10 of 13
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Re: the more we upgrade, the slower the speed!!!

Can you post the data from the Configuration Tab please.


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