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Slow Speed and Packet Loss on Upload

Having issues with upload speeds dropping as well as drop packets but only on upload speed.  Testing with Sam Knows shows my speed direct to router is dropping to around a 1/10 of the expected 50Mbit upload speed.  Download speed is fine and in line with expectations.

I rang CS and was on hold for sometime which I appreciate is because of Covid however the CS agent wasn't particularly convincing.  He noted there was an issue somewhere in the network however couldn't give a fault number or ETA on fix despite me asking.  When persisting he blamed it on radiation in the atmosphere which although can interfere with comms was a new one for me for this type of fault.  My power levels for upload seem to be on the upper end, is this likely to require a call out.  The CS Agent opened a work order against this fault but no number or ETA etc.

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13260000059.0205995120 KSym/sec64QAM5
24620000056.5205995120 KSym/sec64QAM3
33940000057.7705995120 KSym/sec64QAM4
42580000059.0205995120 KSym/sec8QAM6

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA001250
2US_TYPE_STDMA001250
3US_TYPE_STDMA001250
4US_TYPE_STDMA001250

 

So lots of T3 errors 

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

11387500002.09999838.983261QAM2561
0   UNSUPPORTED0
21467500001.59999840.366287QAM2562
31547500001.59999838.983261QAM2563
41627500001.79999938.605377QAM2564
51707500001.79999938.983261QAM2565
61787500001.79999938.605377QAM2566
71867500001.70000137.636276QAM2567
81947500002.00000036.609653QAM2568
92027500002.50000036.609653QAM2569
102107500002.59999837.355988QAM25610
112187500002.90000238.983261QAM25611
122267500002.90000238.983261QAM25612
132347500003.00000040.366287QAM25613
142427500002.90000238.983261QAM25614
152507500002.79999940.946209QAM25615
162587500003.29999940.366287QAM25616
172667500003.29999940.366287QAM25617
182747500003.29999940.366287QAM25618
192827500003.70000138.983261QAM25619
202907500004.19999738.983261QAM25620
212987500004.19999738.983261QAM25621
223067500003.90000238.983261QAM25622
233147500004.19999740.366287QAM25623
243227500003.20000138.983261QAM25624
254027500003.20000138.983261QAM25625
264107500003.40000240.366287QAM25626
274187500003.00000040.366287QAM25627
284267500003.90000240.366287QAM25628
294347500004.09999840.366287QAM25629
304427500003.90000240.366287QAM25630
314507500003.79999938.983261QAM25631

 

Bit of a blip on Channel 4 downstream.

Had one day this week where it was ok and then boom back again.  Today is bad again looking at Broadband Quality Monitor

https://www.thinkbroadband.com/broadband/monitoring/quality/share/08e11411112134d11786602b5a5db72fe8...

You can see when it came back on Thursday

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4b9d2a2eb159946df3667766a5dc88b610... 

 

 

 

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Re: Slow Speed and Packet Loss on Upload

It had stripped all the formatting out even its own 

 

 

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked000
0NotLocked000
2Locked416318081500
3Locked425269136900
4Locked42344121074977120
5Locked18673643629380
6Locked35660564300
7Locked283668206800
8Locked363953612000
9Locked383419081400
10Locked401853067020
11Locked417288712200
12Locked398322973600
13Locked408776057100
14Locked403611647200
15Locked397132971110
16Locked256917786700
17Locked257224793800
18Locked269010656200
19Locked272461081900
20Locked266732303100
21Locked282023921210
22Locked304985715400
23Locked321328744740
24Locked403976609420
25Locked6918153950
26Locked19955633060
27Locked27145981770
28Locked41973750980
29Locked435101382100
30Locked36119725480
31Locked3693907665120

 

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Re: Slow Speed and Packet Loss on Upload

Hi ChuckMountain, 

 

Thank you for getting in touch. 

 

I am very sorry to hear you are experiencing issues with the service.

 

I have checked your account from our side and the stats appear to all good from there. 

 

The order does appear to still be open, I appreciate an ETA was not provided but did they give any indication regarding the next steps?

 

Thanks 

 

 

Nat
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Re: Slow Speed and Packet Loss on Upload

Hi Nat,

Thanks for coming back to me and confirming the order status. 

Unfortunately, I got little indication of next steps nor what this involved.  As far as I am aware no technician is coming which is fine if there is no problem my end.  He did say I wouldn't get a follow-up call, so not sure how I will know if it has been fixed other than a lack of gaming issues and my Broadband Quality Monitor not having any red.

Over the weekend the problem went away on Saturday at around 8pm as can be seen here

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a1181f4475afea8cc8a5353850b765970f...

but then back again at around 3am on Sunday morning

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9413f402abc6c96f66becadaf90550fce1...

and has been back again since though the uploads speeds are better this morning but I am still suffering some packet loss

https://www.thinkbroadband.com/broadband/monitoring/quality/share/78449ddc7a1dd201ce4159ab075e6820c8...

What are the next steps?

Many thanks

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Re: Slow Speed and Packet Loss on Upload

Is your transmit power that high all the time? The only reason you have four bonded channels is because of the extra power you get with DOCSIS 3.1.

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Re: Slow Speed and Packet Loss on Upload

Yes to transmit power which is higher than the usual values I have seen recommended, hence wondering if I do need a technician to adjust\filter those.

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13260000059.0205995120 KSym/sec64QAM5
24620000057.7705995120 KSym/sec64QAM3
33940000059.0205995120 KSym/sec64QAM4
42580000059.0205995120 KSym/sec8QAM6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA00760
2US_TYPE_STDMA00760
3US_TYPE_STDMA00760
4US_TYPE_STDMA00760

 

Not quite sure what you mean by extra power.  Do you mean DOCSIS 3.1 uses more juice compared to 3.0 or to give higher bandwidth more channels are used?

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Re: Slow Speed and Packet Loss on Upload

3.1 modems are more powerful (they support more upstream spectrum) and the rules about transmitting are a bit different, so they can go higher.
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Re: Slow Speed and Packet Loss on Upload

Thanks so it is more likely to be something upstream my router as the problem comes and goes?

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Re: Slow Speed and Packet Loss on Upload

The upload speed is now back down again and am starting to see red again on my BQM 😞

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Re: Slow Speed and Packet Loss on Upload

Your transmit power is much higher than it should be, that is a sure thing. Is your modem behind a splitter?

High transmit power can also be caused by an impairment somewhere. Natalie_l said that the numbers look fine at their end... The power is not fine, but the codeword stats could be fine.