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Message 1 of 8 (107 Views)

Downstream and upstream locked, receiving 2mb on 100mb package

Hi,
I have been receiving 2mb since 10/4/17 (4-5years with Vm already). After days of calls and hours on the lines with everyone on Vm I'm none wiser as to why I'm receiving 2mb. I even upgraded my Internet to 100mb on confirmation that it will improve the speed. Funny thing is that I've been receiving 20mb min on my previous package with no issue until this day. Two things happened on 10th; my Internet didn't kick off unlimited top up as it does automatically when I reach my limit (I've had this working for months) and no, customer services can't do it for me; and on same day there were some Vm works in the area. Two may be unrelated but like I said customer services (at least 3 ppl), tech support (3-4ppl), customer relations, upgrade team, cancellation team and packages team couldn't give me cohesive answer other than I can upgrade and yes it'll work and no I can't leave because early exit fee will apply. They can't replace hub or send engineer! So I logged in to the hub and saw that downstream and upstream channels are locked. Can this stop my Internet? If not, any advice and help on what can be done here to resolve this?!
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Message 2 of 8 (71 Views)

Re: Downstream and upstream locked, receiving 2mb on 100mb package

By locked it means they are working. Whoever told you upgrading would improve anything was talking rubbish. Whatever package you have it's still delivered down the same cables.

Post your power levels to see if there's anything obvious.

Open the hub GUI http://192.168.100.1

Don't log in just click the Router Status button then copy and paste the downstream and upstream levels and logs.

Dave.

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Message 3 of 8 (52 Views)

Re: Downstream and upstream locked, receiving 2mb on 100mb package

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

Frequency (Hz)266750000274750000282750000290750000298750000306750000314750000322750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID1314151617181920
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)0.500.660.690.780.760.921.141.09
RxMER (dB)36.3936.6136.3936.3936.8436.8436.8436.84
Pre RS Errors213792214417270082346762412168467379498549651774
Post RS Errors909954958967937952297

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Message 4 of 8 (51 Views)

Re: Downstream and upstream locked, receiving 2mb on 100mb package

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID67N/AN/A68
Frequency (Hz)32600000N/AN/A25800000
Ranging StatusSuccessOtherOtherSuccess
Modulation64QAMN/AN/A64QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)36.25N/AN/A35.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0001
T4 Timeouts0000
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Message 5 of 8 (50 Views)

Re: Downstream and upstream locked, receiving 2mb on 100mb package

Capture.JPG

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Message 6 of 8 (47 Views)

Re: Downstream and upstream locked, receiving 2mb on 100mb package

Hi Dave,
thank you for responding. I have attached screenshots/info from the router status. again says that downstream locked, from your earlier response that's expected.
Malinka
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Message 7 of 8 (41 Views)

Re: Downstream and upstream locked, receiving 2mb on 100mb package

The locked part of it just means that they are locked on. Not locked as in only allowing a certain speed through. That part is nothing to worry about at least.
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Message 8 of 8 (27 Views)

Re: Downstream and upstream locked, receiving 2mb on 100mb package

Hi Malina1, 

 

Welcome to the forums, I am sorry to see that you have been having trouble with your speeds. 

 

I have taken a look and things seem to be ok from this side. 

 

Looking at the router stats you have popped up I can see a number of Post RS errors which could cause some trouble but we'd need to do some testing to see. 

 

Please re-set them and let us know if they continue to climb. 

 

It may also help to see a BQM so we get a better idea of what is happening from your side. (Please be aware link is external and we're not responsible for its contents).

 

Speak to you soon. 

 

Emma


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