1Gbps Hub 4 - Huge ping spikes while downloading or uploading

[bartkus05]

Hello,

So I put off writing this for a long while - but not its driving me more and more insane. So, when we're just gamiing, everything is fine - ping is between 20ms and 30ms which is quite fine. Problem begins when someone tries to upload or download something, even if its only downloading at 300Mbps or uploading at 30Mbps - the ping goes to 80ms - 100ms... Completely cripples the broadband. On a 1Gbps service this is ridicoulous, this should be able to download at 900Mbps and still not touch the pings.... I have a 2Gbps backbone in the house going to the main switch, which is then connected to a pfsense box and that goes to the hub 4. Pings on the local network up to the pfsense box are <1ms even with IPerf running at full speed - so no bottlenecks on my LAN.

Also, the RTT and RTTsd on the WAN are extremely high, 10ms / 3ms on average - lowest I've seen it go was 6ms / 1.8ms. I have tried 3 different NICs and the built in LAN port on the pfsense box and all produce the same results.

Is it the broadband that literally is so bad, or is it the hub 4? Perhaps its faulty? At this point, I'm literally willing to pay the penalty for leaving early and go back 80/20 from BT. You can't replace reliability and stability with just speed - which isn't 1Gbps at all either, most of the time it peaks out at 700Mbps.... 

And to confirm, the Hub 4 is running in Modem Mode - Router mode 1/2 my IoT WiFi devices refuse to connect to it lol

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
25	331000000	0.7	39	QAM256	25
1	139000000	2.8	40.4	QAM256	1
2	147000000	2.7	40.4	QAM256	2
3	155000000	2.9	40.4	QAM256	3
4	163000000	2.6	40.9	QAM256	4
5	171000000	2.2	40.4	QAM256	5
6	179000000	2	40.4	QAM256	6
7	187000000	2.1	40.4	QAM256	7
8	195000000	2	40.4	QAM256	8
9	203000000	2	40.4	QAM256	9
10	211000000	1.9	40.4	QAM256	10
11	219000000	2	40.4	QAM256	11
12	227000000	1.9	40.4	QAM256	12
13	235000000	1.9	40.4	QAM256	13
14	243000000	2.1	40.9	QAM256	14
15	251000000	1.9	40.4	QAM256	15
16	259000000	2	40.4	QAM256	16
17	267000000	1.7	40.4	QAM256	17
18	275000000	1.5	40.4	QAM256	18
19	283000000	1.1	40.9	QAM256	19
20	291000000	1	40.4	QAM256	20
21	299000000	1.3	40.4	QAM256	21
22	307000000	1.1	40.4	QAM256	22
23	315000000	1	40.9	QAM256	23
24	323000000	0.7	39	QAM256	24
26	339000000	0.7	40.4	QAM256	26
27	347000000	0.5	39	QAM256	27
28	355000000	0.6	40.4	QAM256	28
29	363000000	0.6	40.4	QAM256	29
30	371000000	0.5	40.4	QAM256	30
31	379000000	0.5	40.4	QAM256	31

3.0 Downstream channels

Channel	Lock Status	RxMER (dB)	Pre RS Errors	Post RS Errors
25	Locked	38.983261	0	0
1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.946209	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.946209	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.946209	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.946209	0	0
24	Locked	38.983261	0	0
26	Locked	40.366287	0	0
27	Locked	38.983261	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
33	96	4K	1880	QAM4096	759

3.1 Downstream channels

Channel ID	Lock Status	RxMER Data (dB)	PLC Power (dBmV)	Correcteds (Active Profile)	Uncorrectables (Active Profile)
33	Locked	42	1.9	111001074	0

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	36.5	5120 KSym/sec	64QAM	8
2	46200000	36.3	5120 KSym/sec	64QAM	7
3	53700000	36.3	5120 KSym/sec	64QAM	6
4	60300000	36.5	5120 KSym/sec	64QAM	5

3.0 Upstream channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	1	0
4	US_TYPE_STDMA	0	0	0	0

The average BMQ - I have no idea how this doesn't capture the ping spikes....

No Usage Day

[legacy1]

Not a faulty hub just the way VM are doing downstream QoS/BWM in your area likely HFQ the other SFQ would make your ping better but if you have clients (VM users) in your area doing downloading with many threads your speed can drop lower then with HFQ so really we want HFQ with SFQ when your speed is maxed out.

[carl_pearce]

---

@bartkus05 wrote:

So... I decided to go out and tighten all the coax connections around - including inside the brown box outside - made sure everything is plugged in properly. 

Coax connection was a little loose on the splitter where the power goes in to the Boostral unit - but not overly. 

I tried again replugging into different ports on the hub 4 - and the results I got were quite shocking tbh - Port 2/3 are dead in modem mode and router mode, I had nothing on them even after a restart, Port 1 works fine and now here's the results from Port 4 which I'm plugged into atm.

Possibly a faulty hub?

---

If two of the ports are 'dead' in router mode the HUB must be faulty.

[Hayley_S]

Hello @bartkus05,

Welcome back, thanks for posting.

I am sorry for the issues with your broadband.

How is it looking today? 

Many thanks,

[bartkus05]

Hello @Hayley_S

Its been quite alright over the weekend and so far good today - just one spike on Saturday. Speed is hovering in the 800Mbps. 

I did a little investigation into the hub - so on Port 2 I get an intermittent link (goes on / off constantly) and Port 3 refused to give an IP (shows a link up). Checked in both Modem and Router mode. One more thing I can try is a hard reset but its been stable now for 2 days and I don't want to touch it!

One bit I didn't mention before is - when running speed tests on google and speedtest.com - what happens is the speed maxes out, then drops to 500Mbps and slowly climbs back up to 800 - 850Mbps, its not very stable at all and this is always happening, never had a speed test on either of these 2 where it would stick to 1Gbps speed. I believe I only was over 900 on either of these two 3 or 4 times. Including immediately after upgrade to Gig1. When we had the 500Mbps package - it was always rock solid at 500+. 

Are there any diagnostics you can run on your side? 

Thanks!

[Zak_M · Accepted solution]

Good afternoon @bartkus05, 

Thank you for coming back to us. 

I have managed to locate your account & I have managed to run some diagnostics from our side & from what I can see everything looks to be within the expected spec. 

Kind regards,

Zak_M

[bartkus05]

Hey Zak, 

I'm honestly surprised by that but happy there's nothing wrong with the line physically. 

Its been stable for the last week since I reset the hub and ping doesn't rise until a download starts eating 40%+ of the bandwidth. The 2 ports (2/3) are still wonky however, intermittent connection on those 2. We'll see how long it'll remain stable 😄

If it remains stable - I'll just have to leave as it is and suffer with the additional ping rise while downloading. However, if any of the further ports (1/4) goes, is it possible to request a new Hub 4? Or should I just bite the bullet and wait for the Hub 5 to reach us?

I'll post occasional updates here as it goes - but at the moment I'm seeing 941Mbit/s download, 55Mbit/s upload at the router and clients. Ping unloaded 20 - 30ms and loaded (40%+ bandwidth) 100-110ms - yeah the speed is back where it should be after this reset 😄

[Steven_L]

Thanks for coming back to us @bartkus05, we could look into replacing your hub with a new hub 4, if the issues dont get any better or you have further problems.

Please do keep us updated and we will be able to a further look into your connection.

How has it been running since your last post?

Regards,

Steven_L

[bartkus05]

Hello Steven, 

Awesome - thank you for letting me know!

Its solid at the moment in terms of connection - speed is there and unloaded ping is 18 - 24ms. 

Loaded is still fluctuating unfortunately - between 100 and 140ms, but I think its as a few members have noted earlier, this is due to how DOCSIS works and I cannot do anything about this 😞

Port 2 and 3 are fried by the looks of it but I do not use or need them, if something starts happening while connected to port 4 I will let you guys know. At this moment, while its stable - I'm afraid to touch it again haha

All the best

[Kath_F]

Hi bartkus05, 

Thanks for coming back to us with an update. 

We're glad to hear things have improved overall and as you mentioned, as their working - lets leave things for now. 

If you do have any further issues though, come back here and we can get things moving for a replacement hub. 

Thanks, 

[bartkus05]

Hello Kath_F,

I would like to request a replacement hub. The hub has stopped responding on Ports 2, 3 and 4 are not working at all. Looks like I only have Port 1 that's working on the hub and it has started to worry me if something happens with this one too.

I will ask, even though I probably know the answer to my question - what's the situation like with Hub 5s? Any chance I can get it as a replacement. I do not use the Phone at all with my broadband. Just asking 😄

Thanks,
Bart