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tonydunn
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Bandwidth post-outage is poor

I suffered some outage last week (Thu/Fri) in Area 20, which removed access completely for about eight hours. Called support, did the usual turn it on and off again dance which fixed nothing, was told I’d get a call back in 30 minutes, which didn’t happen. Far from impressed by that, but I hear it's about par for the course.

Area fault was acknowledged (on Twitter) with expected resolution date of 03/04/2017. My broadband came back on the same day (so before the anticipated resolution date), so wild cheers all round, but…

My bandwidth now is never better than about 20 mbps, which is pretty poor when you consider I’m paying for 150 mbps. What’s the score VM? Anyone else seen this drop-off in performance after last week's issues?

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Re: Bandwidth post-outage is poor

Hi tonydunn,

 

Thanks for posting and a warm welcome to the community.

 

My apologies you are having an issue with the broadband connection.

 

I've managed to locate your account and there is a high peak time traffic fault in your area which is causing slow speeds. The reference number is F004954502 and has a review date of 4th October.

 

Do you notice these speeds at all times of the day or just during peak hours?

Were the speed tests you completed through a wired or wireless connection?

 

Look forward to hearing from you

Sam


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tommey
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Re: Bandwidth post-outage is poor

Have you rebooted your superhub?

I would love to see your hub stats you can do this by entering 192.168.0.1 in a web browser no need to log in just click the link underneath the big red next button on hub 3 or top left on hub 2, then copy and paste the upstream and downstream stats 

we should be able to see whats happening from those, because even if you are in an oversold / over utilised area you should see above 20 meg before 4pm / after 1am

 


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 200 Gamer

- First reported 09/2014 - Fault ticket raised 01/01/15 -    - Review 01/05/15 - Review 12/08/15 - Review 14/10/15 - Review 04/11/15 - Review 15/04/16 - Review 06/07/16 - Review 31/09/16 - Review 30/11/16 - Review 15/02/17 - Review 12/07/17 - Review 20/09/17 - Review 14/06/17 - Review 10/01/18 - Review 25/04/18 - F004670584 << 3 YEARS+ 

But with BT Fibre I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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tonydunn
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Re: Bandwidth post-outage is poor

Hello Sam

The time of day doesn't seem to be having an effect, but whether or  not the device is wired or wireless most certainly does. I ran the Ookla speed test today using my wired iMac, and I was getting upwards of 165 mbps around 15:00. I ran the identical test on a wirelessly connected MacBook Air, and best I got was around the 20 mbps mark. Tried again this evening, with very similar results. I reckon it's the router that's the issue - would you agree that's most likely?

I've never been happy with the Super Hub we have. It regularly decides the login password is incorrect for any device trying to connect, and needs a reboot to allow logins, even when the password is actually correct. It frequently drops connection to the Internet, and has to be re-started every few days. I've put up with it this far, but I think I'll ask for a replacement. I've tried tweaking the settings for channel etc, but with no real effect.

Thanks for your help.

Tony

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tonydunn
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Re: Bandwidth post-outage is poor

Have I? Hell yes. I'm sick to death of rebooting the piece of junk, it's all I ever do with it. See my reply to Sam, wired works great, wireless is lousy.

Downstream

 

DS-1

DS-2

DS-3

DS-4

DS-5

DS-6

DS-7

DS-8

Frequency (Hz)

202750000

170750000

178750000

186750000

194750000

210750000

218750000

226750000

Lock Status(QAM Lock/FEC Sync/MPEG Lock)

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Channel ID

5

1

2

3

4

6

7

8

Modulation

256QAM

256QAM

256QAM

256QAM

256QAM

256QAM

256QAM

256QAM

Symbol Rate (Msym/sec)

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

Interleave Depth

I=12

J=17

I=12

J=17

I=12

J=17

I=12

J=17

I=12

J=17

I=12

J=17

I=12

J=17

I=12

J=17

Power Level (dBmV)

-3.87

-3.48

-3.36

-3.37

-3.66

-4.16

-4.52

-4.87

RxMER (dB)

37.94

37.94

37.94

37.94

38.26

37.94

37.64

37.36

Pre RS Errors

1020

1666

796

1490

610

520

449

455

Post RS Errors

316

306

325

1076

318

302

280

287

 

Upstream

 

 

US-1

US-2

US-3

US-4

Channel Type

N/A

N/A

2.0

2.0

Channel ID

N/A

N/A

1

2

Frequency (Hz)

N/A

N/A

46200000

39400000

Ranging Status

Other

Other

Success

Success

Modulation

N/A

N/A

64QAM

64QAM

Symbol Rate (Sym/sec)

N/A

N/A

5120000

5120000

Mini-Slot Size

N/A

N/A

4

4

Power Level (dBmV)

N/A

N/A

46.00

45.50

T1 Timeouts

0

0

0

0

T2 Timeouts

0

0

0

0

T3 Timeouts

0

0

0

0

T4 Timeouts

0

0

0

0

 

Regards,

Tony

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Re: Bandwidth post-outage is poor

Hiya tonydunn,

 

Thanks for getting back to me.

 

In regards to the router disconnecting and having an issue with connecting devices, complete a factory reset from within the router (be mindful that any saved settings will revert to default) to see if that will help.

 

You can also try to change the wireless channel to see if that improves the connection, as there could be interference within the property that is causing an issue.

 

Is there a difference in speeds between the 2.4 GHz and the 5 GHz network?

 

Speak soon

Sam


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tonydunn
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Re: Bandwidth post-outage is poor

Hi Sam

Just performed a factory re-set and I'm now getting speeds over wireless greater than 150 mbps on all the devices connected. Many thanks for your time and suggestions, happy to be getting proper performance again, can only hope that it lasts!

Regards,

Tony

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