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Enzemo
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Consistently a <1% speeds

Hi, I'm currently on the 200mb package, and consistently receive speeds of around 500KB/s to 600KB/s. Speed tests return 10megabit at the very best of times (The exception to this is if the test is ran at around 2/3am, at which point it goes at about (26MB/s) (Higher than advertised, I appreciate that, but it's consistency I need). This tells me that the connection and devices are entirely capable of achieving the advertised speeds, however only delivers these at extremely minute times.

I am using a wired connection, have spoken to support on the phone who confirm the speed is extremely slow and say they'll investigate, but I never hear back from them. 

Reading from other posts you need information from my router, so please, take a look. I can 100% guarantee and assure you that this is not my computer, my wire, or anything of the sort. I have tested these extremely extensively and tried many, many different wires and devices. I have even gone to the extent of trying the router in modem mode, to no such avail.

I beg and implore you to assist. I am in the PO4 8HN post code. It would be extremely appreciated if we can deal with this digitally rather than referring me to your call centre. I've worked in customer service and I try to be polite, but honestly, my patience is very thin at this point. It's been like this for the best part of 2-3 years now, and I'm fed up with it. God knows how many notes my account has on it; no wonder nobody calls back.

 

Kind regards
Callum Lawrence

Information

Cable Modem EuroDOCSIS 3.0 Compliant
Serial Number 483256W40**** (Censored by myself)
Boot Code Version PSPU-Boot 1.0.20.1391
Software Version V1.01.11
Hardware Version 1.03
CA Key Installed

 

Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz) 234750000 Locked
Ranged Upstream Channel (Hz) 25800000 Success
Provisioning State OK

Operational

 

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz) 234750000 242750000 250750000 258750000 266750000 274750000 282750000 290750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 1 2 3 4 5 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) 3.67 3.86 4.24 4.25 4.47 3.98 4.36 4.09
RxMER (dB) 35.78 36.17 36.39 36.61 37.09 37.09 37.09 36.84
Pre RS Errors 4972549 2619274 506326 972144 654440 1217241 516345 409248
Post RS Errors 458838 230942 163703 159790 130914 146547 140336 138178

 

Upstream   US-1 US-2 US-3 US-4

Channel Type 2.0 N/A N/A 2.0
Channel ID 20 N/A N/A 17
Frequency (Hz) 25800000 N/A N/A 46200000
Ranging Status Success N/A N/A Success
Modulation 16QAM N/A N/A 16QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 49.00 N/A N/A 49.71
T1 Timeouts 5 5 5 5
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0

 

 

Upstream Burst   Req
(1) Init Maint
(3) Per Maint
(4) Adv Short
(9) Adv Long
(10) Adv UGS
(11)

Modulation Type QPSK QPSK QPSK 16QAM 16QAM 16QAM
Differential Encoding OFF OFF OFF OFF OFF OFF
Preamble Length 56 384 384 96 104 104
Preamble Value Offset 396 6 6 1028 1028 1028
FEC Error Correction (T) 0 0 0 6 8 8
FEC Codeword Information Bytes (K) 16 34 34 150 236 236
Maximum Burst Size 0 0 0 3 0 0
Guard Time Size 8 48 48 8 8 8
Last Codeword Length Fixed Fixed Fixed Shortened Shortened Shortened
Scrambler On/Off ON ON ON ON ON ON

General Configuration

Network Access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode EuroDOCSIS 3.0
Config File  

Primary Downstream Service Flow

SFID 67131
Max Traffic Rate 230000000 bps
Max Traffic Burst 42600 bytes
Min Traffic Rate 0 bps

Primary Upstream Service Flow

SFID 67130
Max Traffic Rate 12700000 bps
Max Traffic Burst 16320 bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 16320 bytes
Scheduling Type Best Effort

 

Network Log

First Time Last Time Priority Error Number Description
12/02/2017 21:27:46 GMT 12/02/2017 21:27:46 GMT Warning (5) 84020200 Lost MDD Timeout
12/02/2017 21:27:46 GMT 12/02/2017 21:27:46 GMT Warning (5) 84020200 Lost MDD Timeout
12/02/2017 21:27:46 GMT 12/02/2017 21:27:46 GMT Warning (5) 84020200 Lost MDD Timeout
12/02/2017 21:27:22 GMT 12/02/2017 21:27:22 GMT Warning (5) 84020200 Lost MDD Timeout
12/02/2017 21:27:20 GMT 12/02/2017 21:27:20 GMT Warning (5) 84020200 Lost MDD Timeout
12/02/2017 21:27:19 GMT 12/02/2017 21:27:19 GMT Warning (5) 84020200 Lost MDD Timeout
12/02/2017 21:27:19 GMT 12/02/2017 21:27:19 GMT Warning (5) 84020200 Lost MDD Timeout
12/02/2017 21:27:18 GMT 12/02/2017 21:27:18 GMT Warning (5) 84020200 Lost MDD Timeout
12/02/2017 21:27:18 GMT 12/02/2017 21:27:18 GMT Warning (5) 84020200 Lost MDD Timeout
12/02/2017 21:27:05 GMT 12/02/2017 21:27:05 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
12/02/2017 18:01:20 GMT 12/02/2017 18:01:20 GMT Error (4) 68010302 DHCP WAN IP - removed
12/02/2017 18:00:51 GMT 12/02/2017 18:00:51 GMT Error (4) 68000407 TOD established
12/02/2017 18:00:41 GMT 12/02/2017 18:00:41 GMT Notice (6) 84000510 Downstream Locked Successfully
12/02/2017 18:00:04 GMT 12/02/2017 18:00:04 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
12/02/2017 17:59:04 GMT 12/02/2017 17:59:04 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
12/02/2017 17:58:04 GMT 12/02/2017 17:58:04 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
12/02/2017 17:57:04 GMT 12/02/2017 17:57:04 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
12/02/2017 17:56:04 GMT 12/02/2017 17:56:04 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
12/02/2017 17:55:04 GMT 12/02/2017 17:55:04 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
12/02/2017 17:54:04 GMT 12/02/2017 17:54:04 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Enzemo
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Message 2 of 5
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Re: Consistently a <1% speeds

Sorry, forgot to post speedtest results. Note the time, 22:38 - not exactly peak time on a Tuesday night.. It's currently at 2%, my mistake.
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Skeye78
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Re: Consistently a <1% speeds

tnis is what I'm getting  definitely not what is advertised 

image.jpgimage.jpg

 

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JPL8
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Message 4 of 5
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Re: Consistently a <1% speeds

I'm in PO4 8AH and am affected by fault F003957459. It's been ongoing since October 2015, so don't hold your breath for a quick fix! VM are saying that the next review date is 29/03/17. As you're so near by, this may be the same fault or something completely different. You should be able to get a reduction on your bill due to diminished service if it's something VM can't fix.



"Cable broadband is typically faster than copper-based services, but a significant minority of users experience severe slowdowns in peak times." — Ofcom, UK Home Broadband Performance, November 2016
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Forum Team
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Re: Consistently a <1% speeds

Evening Enzemo,

 

Thanks for posting and welcome to the community.

 

Sorry to see you are experiencing slow broadband speeds. I know how frustrating this can be.

 

From checking your connection, there is a high peak time traffic fault in your area which is causing slow speeds. The reference number is F003074424 and has a review date of 29th March.

 

To discuss this further, I have sent you a PM (purple envelope icon, right corner) with some additional details.

 

Hope to hear from you soon

Sam


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