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Very poor speeds after 120mb > 200mb upgrade

Couple of weeks back, we upgraded from 120mb to 200mb, and with that, being sent a new hub (2) so we can reach these new speeds, however since then our speed has been very erratic at best (ran a speedtest around 30 minutes ago, and got somewhere along the lines of 1.5mb, but i'm not able to replicate this, as I said, very random) and the occasional complete loss of connection (albeit for short periods of time). Both wired (pc, ps4) and wireless devices (tablets etc) are suffering because of this.

It makes online gaming (specifically FFXIV) impossible, and general browsing of the internet very sluggish, which is a shame because our old speed, and hub, worked almost flawlessly.

Any help will be much appreciated.

 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID46N/AN/A47
Frequency (Hz)31000000N/AN/A24400000
Ranging StatusSuccessOtherOtherSuccess
Modulation64QAMN/AN/A16QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)47.75N/AN/A47.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

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

Frequency (Hz)267000000275000000283000000291000000299000000307000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID910111213141516
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)-1.76-1.71-1.68-1.74-1.87-2.02-2.51-2.91
RxMER (dB)35.7835.9735.9735.7835.9735.9735.7835.60
Pre RS Errors6545819953469752963131010
Post RS Errors272304945295969290307998
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Message 2 of 26
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Re: Very poor speeds after 120mb > 200mb upgrade

Hi MBUK

 

Thanks for posting on the community.

 

Sorry to read that you're experiencing slow broadband speeds.

 

I appreciate you posting your router information which is showing as fine and the network segment is running stable which is good.

 

When the broadband loses connection do any if the lights change on the router at all? Do all devices lose connection or just the wireless devices?

 

At the time of the speed drop how long does this last? Do you need to reboot the router to get the speeds back to normal? Are you able to complete a speed test whilst the Super Hub is in modem mode as this will eliminate other devices connected?

 

Let me know how you get on

Sam


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Re: Very poor speeds after 120mb > 200mb upgrade

Hello Sam, thank you very much for the response Smiley Happy .

The lights on the router are always the same, all blue, with the arrows flashing 100% of the time. I reboot whenever it gets slow (always turned off overnight) and it doesn't seem to solve the issue.

It's hard to pinpoint what's wrong exactly, as the problem happens randomly, today it seems fine, but the last few days have been plagued with periods of about an hour, sometimes two, where it's very sluggish.

I checked the network log to find that, when it's going really slow, I get these messages, maybe has something to do with it?

18/07/2016 20:00:54 GMT18/07/2016 20:00:54 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 20:00:46 GMT18/07/2016 20:00:46 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 20:00:26 GMT18/07/2016 20:00:26 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 20:00:16 GMT18/07/2016 20:00:16 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:59:54 GMT18/07/2016 19:59:54 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:59:20 GMT18/07/2016 19:59:20 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:59:10 GMT18/07/2016 19:59:10 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:58:50 GMT18/07/2016 19:58:50 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:58:32 GMT18/07/2016 19:58:32 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:58:24 GMT18/07/2016 19:58:24 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:58:16 GMT18/07/2016 19:58:16 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:58:06 GMT18/07/2016 19:58:06 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:05:36 GMT18/07/2016 19:05:36 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:04:00 GMT18/07/2016 19:04:00 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:03:20 GMT18/07/2016 19:03:20 GMTWarning (5)84020200Lost MDD Timeout
18/07/2016 19:01:22 GMT18/07/2016 19:01:22 GMTWarning (5)84020200Lost MDD Timeout

 

I've been getting pages of those messages every day so far, always around the time the speed stutters.

Thank you.

 

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Message 4 of 26
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Re: Very poor speeds after 120mb > 200mb upgrade

Hi MBUK

 

Thanks for the reply and posting your network log, this does help us.

 

As I am unable to see any issues from my side and you are getting a lot of MDD Time-outs, I would like to arrange an engineer appointment to check this over for you.

 

I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please. Once you have replied I can go ahead with the appointment.

 

Speak soon
Sam


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Re: Very poor speeds after 120mb > 200mb upgrade

A follow up, now that the engineer has been & gone.

I was informed that our equipment is fine, however there is high utilisation in the area at the moment.

It was also stated that the problem had to get worse before they can do anything about it, but in the past 20 minutes, this is my network log.

Not having a rant, but is there some sort of timeframe in that this might be eased/improved?

Thank you.

 

22/07/2016 13:35:14 GMT22/07/2016 13:35:14 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:35:06 GMT22/07/2016 13:35:06 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:34:58 GMT22/07/2016 13:34:58 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:34:00 GMT22/07/2016 13:34:00 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:31:34 GMT22/07/2016 13:31:34 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:31:26 GMT22/07/2016 13:31:26 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:31:08 GMT22/07/2016 13:31:08 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:30:56 GMT22/07/2016 13:30:56 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:30:34 GMT22/07/2016 13:30:34 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:30:14 GMT22/07/2016 13:30:14 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:30:06 GMT22/07/2016 13:30:06 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:29:54 GMT22/07/2016 13:29:54 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:29:42 GMT22/07/2016 13:29:42 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:29:36 GMT22/07/2016 13:29:36 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:29:28 GMT22/07/2016 13:29:28 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:19:34 GMT22/07/2016 13:19:34 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:17:46 GMT22/07/2016 13:17:46 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:17:28 GMT22/07/2016 13:17:28 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:16:44 GMT22/07/2016 13:16:44 GMTWarning (5)84020200Lost MDD Timeout
22/07/2016 13:16:32 GMT22/07/2016 13:16:32 GMTWarning (5)84020200Lost MDD Timeout
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Message 6 of 26
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Re: Very poor speeds after 120mb > 200mb upgrade

Hi MBUK

 

Thanks for posting back on the community.

 

I've emailed the Area Manager to get more information in regards to the high peak time traffic fault in your area for reference number and review date.

 

Once I get more information on this I will let you know.

Speak soon

Sam


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Re: Very poor speeds after 120mb > 200mb upgrade

Heya,

Any updates on this? The problem is still very bad, as the network log shows.

Many thanks.

30/07/2016 11:22:18 GMT30/07/2016 11:22:18 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:22:04 GMT30/07/2016 11:22:04 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:21:56 GMT30/07/2016 11:21:56 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:21:44 GMT30/07/2016 11:21:44 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:21:26 GMT30/07/2016 11:21:26 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:20:56 GMT30/07/2016 11:20:56 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:20:40 GMT30/07/2016 11:20:40 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:20:26 GMT30/07/2016 11:20:26 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:19:36 GMT30/07/2016 11:19:36 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:19:25 GMT30/07/2016 11:19:25 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:19:16 GMT30/07/2016 11:19:16 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:19:00 GMT30/07/2016 11:19:00 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:18:42 GMT30/07/2016 11:18:42 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:18:34 GMT30/07/2016 11:18:34 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:18:22 GMT30/07/2016 11:18:22 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:17:52 GMT30/07/2016 11:17:52 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:17:34 GMT30/07/2016 11:17:34 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:15:26 GMT30/07/2016 11:15:26 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:14:08 GMT30/07/2016 11:14:08 GMTWarning (5)84020200Lost MDD Timeout
30/07/2016 11:13:36 GMT30/07/2016 11:13:36 GMTWarning (5)84020200Lost MDD Timeout
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Re: Very poor speeds after 120mb > 200mb upgrade

Hi MBUK

 

Thanks for getting back in touch.

 

I'm still awaiting more information from the Area Manager in regards to this issue. Apologies for the delay.

 

I know this is frustrating to say the least. Hopefully I will have more information soon.

Speak soon

Sam


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Re: Very poor speeds after 120mb > 200mb upgrade

Morning MBUK

 

I've received communication from the Area Manager and he has advised to go ahead with another engineer appointment as the upstream power levels are now at 54 dBmV.

 

I have sent you another PM to go through appointment times.

Speak soon

Sam


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Re: Very poor speeds after 120mb > 200mb upgrade

Hello again, 2nd engineer came and basically told us he couldn't really see the problem, just ran a speedtest (which at 8am on friday of course would be fine). However issue is persisting, and after 2 engineer visits, really struggling to understand what is going on. Network log at bottom as always. Thank you.

09/08/2016 16:15:17 GMT09/08/2016 16:15:17 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:14:49 GMT09/08/2016 16:14:49 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:14:41 GMT09/08/2016 16:14:41 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:14:29 GMT09/08/2016 16:14:29 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:14:23 GMT09/08/2016 16:14:23 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:13:53 GMT09/08/2016 16:13:53 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:13:41 GMT09/08/2016 16:13:41 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:13:29 GMT09/08/2016 16:13:29 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:13:05 GMT09/08/2016 16:13:05 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:12:53 GMT09/08/2016 16:12:53 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:12:41 GMT09/08/2016 16:12:41 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:12:29 GMT09/08/2016 16:12:29 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:12:04 GMT09/08/2016 16:12:04 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:11:55 GMT09/08/2016 16:11:55 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:11:29 GMT09/08/2016 16:11:29 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:11:17 GMT09/08/2016 16:11:17 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:11:05 GMT09/08/2016 16:11:05 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:10:53 GMT09/08/2016 16:10:53 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:10:41 GMT09/08/2016 16:10:41 GMTWarning (5)84020200Lost MDD Timeout
09/08/2016 16:10:29 GMT09/08/2016 16:10:29 GMTWarning (5)84020200Lost MDD Timeout
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