10G not working properly

[DaveB]

Hello all!!

I have been a happy Bell internet customer for a while now (15+ years).  I just upgraded to the 3GB plan and the tech just came and installed the modem.  My desktop computer has a build in 2.5GB NIC, and I have a CAT6 cable from the 10GB port on the modem, and plugged directly into my 2.5GB card.  I am getting unexpectedly low download rates.  Ookla says my download is 140.07 Mb/s and upload is 881.22.14 Mb/s.

When I plug into one of the 1G ports I get better results.  When I plug my laptop into the 10GB port (it only has a 1G NIC) I get similar results as my desktop.

I have firmware version  1.16.5

I have tried removing the NIC from the device manager & updating the drivers.  

While the tech was here we were not able to get it working.  The really weird thing is he even went and got another modem from his truck and it had the same result.  I have tested sppeds to the modem in the modem console page and the modem is getting 3GB+ speeds.

Are there any known problems with these ports? is there something I can do to fix this?

TIA

David

[clipper]

Spent hours running all kinds of diagnostics tools, because I knew they would ask me to run them first before I could talk to a real person. And resetting the modem caused the previous password to not be valid. The funniest thing. However, got it resolved and everything.

Talked to a real person. Very professional and cheerful. 

The firmware of the Giga Hub has been upgraded and I will wait a day before I will know if that fixes the issue. No idea what the next step is if it is not resolved by the firmware update. I guess I will know in less than two days.

[BellPatricia]

Hey there @clipper 

Thank you for reaching out to the Bell community and for all of the different troubleshooting you've done!

Please keep us posted on how everything is working after the firmware is updated.

@BellPatricia 

[clipper]

The firmware has been upgraded. So far, it is running 1G. Tonight, after 24 hours, if the speed remains the same, the second step will be considered, according to the service rep. I will keep you posted.

[clipper]

Ok. They said they would call last night at 9pm, but they did not call. The 10G port remains running at 1G. I guess I will have to call in again.

[clipper]

I will be receiving a new modem. I will report back when I receive it.

[Shield21]

ask for some L3. You give your phone number associated with your bell account they'll walk you through it. tell the truth whats been happening.

[clipper]

The rep told me they were going to send me another Giga Hub I. I specifically asked if they would send me a Giga Hub II, and the answer was no, it was going to be a Giga Hub I. I asked if I would have to call in again if that did not work, the rep said it would be up to me.

So, l will go through the process and hopefully it is going to solve my problem.

Fingers crossed.

[clipper]

I installed the new modem. Even before it could connect to Bell, I saw the green LED on the modem and on my 10G switch. That means it is running over 1G. And it is. That means the old modem was defective.

My home network is now 2.5G end-to-end from the Bell modem, with a side network of 10G.

Thanks Ace, the Bell Rep, for sending me the modem in one business day.

Now, the next project is to figure out what to do with the new 10G switches and NICs, so that I can take advantage of the full 3Gps speed. But that is a good problem to have.

Thanks everyone for reading my long messages. Thanks @dks I read many of your posts before posting my first message asking for help.

[dks]

I have my own Giga Hub 2.0 up and running now. I plugged my computer with the 10 Gb card into the 2.5 Gb jack and sure enough, it worked at 2.5 Gb. I also find the wireless speed higher than the Giga Hub. 

[clipper]

Well, I don't have the 2.0. I was sent the 1.0. As long as the 10G port works, I am fine with it. I'll try connecting a 2.5G switch to it over the coming weekend to see if it works for that. 

[BellPatricia]

Hey @clipper 

Did you have a chance to test this further over the weekend? 

@BellPatricia 

[clipper]

Yes I did! And it worked with my 2.5G router.

I am now looking for a 10G router that fits my budget. I'm not in a hurry though. 

[Uncle Salty]

I just upgraded to the fibe 1.5 package; modem speed test shows I'm getting 1.7 gbs but internet speed test shows under 1 gbs. Shouldn't that be higher? I'm using a 2.5 gbs ethernet card and a CAT 6 cable which is plugged into the silver 10 gps port on the modem.

[dks]

Thank you for your question. The modem speed test is definitive and consistent with your 1.5 Gb package. However, there has been an issue with 2.5 Gb network cards in the past not working with the 10 Gb port. You can try going into the Giga Hub console ==> Advanced Tools and Settings ==> 10 Gb port and changing Speed from Auto to 2.5 Gb. That may resolve your issue. 

[WelshTerrier]

Good Day & Welcome.

Thank you @Uncle Salty for posting your question.

Yes, I would expect that your speed should be higher. Your Bell modem's internal speed test proves it is delivering 1.7 Gbps. Further to this, you indicated that your computer is equipped with a 2.5 gbs card and connected using a CAT 6 ethernet cable.

1. Are there any other devices connected to your network? If so, turn them off or unplug them & run another speed test on your computer to see if this makes a difference? Is your ethernet cable connected directly into your 10 gps port on your modem? Are you using a network switch? If so, disconnect the ethernet cable from this switch & plug it directly in to your computer's network port? Now run a speed test from your computer & let us know the results. If this improves your speed results, then you can choose to leave as is or replace your current switch with a multi-gigabit (2.5 Gbps) switch.
2. If this does not resolve your problem, please check for a defective cable that might have bent pins or a damaged connector.
3. You can also login to your Bell modem dashboard & reconfigure your 10G Ethernet port speed. Select > Advanced Tools and Settings. In the Tools section, Select > Ethernet port. Select > 10 Gb port & change the Speed from Auto to 2.5 Gb.

If none of these steps mentioned earlier seems to resolve your issue & you are directly connected to your modem via Ethernet & your computer’s network card supports 2.5 Gbps, the issue is likely caused by physical configuration mismatch. Even with a 2.5 Gbps card, Windows sometimes mistakenly auto-negotiates the connection at 1.0 Gbps.

1. Right-click the Windows Start button and select Device Manager.
2. Expand Network adapters and look for your 2.5GbE controller (e.g., Intel Ethernet Controller I225-V/I226-V or Realtek Gaming 2.5GbE Family Controller).
3. Right-click it and choose Properties, then go to the Advanced tab.
4. Scroll down the Property list to find Speed & Duplex (or Link Speed).
5. Change the Value from Auto Negotiation to 2.5 Gbps Full Duplex.
6. Click OK. (Your internet will disconnect for a few seconds and reconnect)
7. Run a speed test on your computer to see if this makes a difference.

Let us know if this makes a difference.

Take care.