on 29-08-2021 20:58
For the last few nights I have experienced slow upload speeds. I first noticed this when gaming, so performed a speed test which is when I noticed the 10Mbps upload speed - I am on the 200Mbps package and normally see slightly over 20Mbps upload speeds from speed tests.
Phoned up support tonight, who told me to reboot the modem, put the modem mode, then finally pinhole reset it - all of which did nothing to improve the upload speed.
I repeated the test on my mobile phone, several wired desktop computers and a laptop - the upload speed is consistent, regardless of device or connection.
I did notice that my upstream power levels for all four channels seem high - 48.3 - 48.8dBmv. I highlighted this to the advisor on the phone, but I might as well have been talking to a brick wall as he seemed to think that both the power levels and upload speeds were perfect.
on 29-08-2021 20:59
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 259000000 | 0.5 | 38 | 256 qam | 16 |
2 | 251000000 | -0.2 | 37 | 256 qam | 15 |
3 | 267000000 | 0.2 | 38 | 256 qam | 17 |
4 | 275000000 | 0.2 | 38 | 256 qam | 18 |
5 | 283000000 | -0.5 | 38 | 256 qam | 19 |
6 | 291000000 | 0.4 | 38 | 256 qam | 20 |
7 | 299000000 | 1 | 38 | 256 qam | 21 |
8 | 307000000 | 1.5 | 38 | 256 qam | 22 |
9 | 315000000 | 1.9 | 38 | 256 qam | 23 |
10 | 323000000 | 1.9 | 38 | 256 qam | 24 |
11 | 331000000 | 1.7 | 38 | 256 qam | 25 |
12 | 339000000 | 2 | 38 | 256 qam | 26 |
13 | 347000000 | 1.9 | 38 | 256 qam | 27 |
14 | 355000000 | 2.2 | 38 | 256 qam | 28 |
15 | 363000000 | 1.9 | 38 | 256 qam | 29 |
16 | 371000000 | 2 | 38 | 256 qam | 30 |
17 | 379000000 | 1.5 | 38 | 256 qam | 31 |
18 | 387000000 | 1.7 | 38 | 256 qam | 32 |
19 | 395000000 | 1 | 38 | 256 qam | 33 |
20 | 403000000 | 0.5 | 38 | 256 qam | 34 |
21 | 411000000 | -0.2 | 37 | 256 qam | 35 |
22 | 419000000 | -0.7 | 38 | 256 qam | 36 |
23 | 523000000 | -0.4 | 38 | 256 qam | 37 |
24 | 531000000 | 0 | 38 | 256 qam | 38 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 7827 | 1804 |
2 | Locked | 37.6 | 4929 | 3539 |
3 | Locked | 38.6 | 3614 | 231 |
4 | Locked | 38.6 | 2069 | 1 |
5 | Locked | 38.6 | 1915 | 11 |
6 | Locked | 38.9 | 337 | 0 |
7 | Locked | 38.6 | 330 | 4 |
8 | Locked | 38.6 | 213 | 0 |
9 | Locked | 38.6 | 207 | 0 |
10 | Locked | 38.9 | 177 | 18 |
11 | Locked | 38.9 | 190 | 13 |
12 | Locked | 38.6 | 197 | 0 |
13 | Locked | 38.6 | 192 | 0 |
14 | Locked | 38.6 | 1503 | 26 |
15 | Locked | 38.9 | 160 | 0 |
16 | Locked | 38.9 | 137 | 0 |
17 | Locked | 38.9 | 136 | 12 |
18 | Locked | 38.6 | 152 | 0 |
19 | Locked | 38.6 | 171 | 0 |
20 | Locked | 38.6 | 174 | 0 |
21 | Locked | 37.6 | 165 | 0 |
22 | Locked | 38.6 | 166 | 0 |
23 | Locked | 38.6 | 121 | 0 |
24 | Locked | 38.6 | 240 | 40 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 48.8 | 5120 | 32 qam | 6 |
2 | 46200000 | 48.8 | 5120 | 64 qam | 3 |
3 | 39400000 | 48.5 | 5120 | 32 qam | 4 |
4 | 32600000 | 48.3 | 5120 | 32 qam | 5 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt060-b.cm |
Primary Downstream Service Flow
SFID | 319638 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 319637 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 01-09-2021 09:45
Hi hammic,
Thanks for getting in touch, and a very warm welcome back to the Community Forum! I am sorry that you're having some problems with slow speeds.
I've been able to locate your account using your Forum Details, and I'm afraid that I can't see any issues from our end. Everything looks to be within specification, and there aren't any known issues or outages in your area. How are things looking at the moment? Are you still having problems?
Kind regards,
Laurie
on 01-09-2021 20:04
Hi Laurie_C,
I am experiencing the same issue tonight, roughly 10.7Mbps upload speed at best. My suspicions are that this could be a utilisation problem in the area, or perhaps I'm being capped for some reason? I shall try and test every hour or so during the next few evenings and see roughly when the speed starts to decrease, if at all.
Failing this to be a utilisation or capping issue, what else would cause the slow upload speed across all devices regardless of connection?
on 01-09-2021 20:07
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 259000000 | Locked |
Ranged Upstream Channel (Hz) | 25800000 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 259000000 | 0.7 | 38 | 256 qam | 16 |
2 | 139000000 | 4 | 38 | 256 qam | 1 |
3 | 147000000 | 3.5 | 38 | 256 qam | 2 |
4 | 155000000 | 3.5 | 38 | 256 qam | 3 |
5 | 163000000 | 3.5 | 38 | 256 qam | 4 |
6 | 171000000 | 3.5 | 38 | 256 qam | 5 |
7 | 179000000 | 3.2 | 38 | 256 qam | 6 |
8 | 187000000 | 3 | 38 | 256 qam | 7 |
9 | 195000000 | 2.7 | 38 | 256 qam | 8 |
10 | 203000000 | 2.4 | 38 | 256 qam | 9 |
11 | 211000000 | 2 | 38 | 256 qam | 10 |
12 | 219000000 | 1.7 | 38 | 256 qam | 11 |
13 | 227000000 | 1.5 | 38 | 256 qam | 12 |
14 | 235000000 | 0.9 | 38 | 256 qam | 13 |
15 | 243000000 | 0.5 | 38 | 256 qam | 14 |
16 | 251000000 | 0 | 38 | 256 qam | 15 |
17 | 267000000 | 0.4 | 38 | 256 qam | 17 |
18 | 275000000 | 0.4 | 38 | 256 qam | 18 |
19 | 283000000 | -0.2 | 38 | 256 qam | 19 |
20 | 291000000 | 0.5 | 38 | 256 qam | 20 |
21 | 299000000 | 1.2 | 38 | 256 qam | 21 |
22 | 307000000 | 1.7 | 38 | 256 qam | 22 |
23 | 315000000 | 2 | 38 | 256 qam | 23 |
24 | 323000000 | 2 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 234 | 126 |
2 | Locked | 38.9 | 6582 | 562 |
3 | Locked | 38.9 | 3087 | 174 |
4 | Locked | 38.6 | 3528 | 126 |
5 | Locked | 38.6 | 3304 | 58 |
6 | Locked | 38.6 | 836 | 92 |
7 | Locked | 38.9 | 243 | 36 |
8 | Locked | 38.9 | 199 | 46 |
9 | Locked | 38.9 | 3085 | 53 |
10 | Locked | 38.6 | 6878 | 80 |
11 | Locked | 38.9 | 6409 | 24 |
12 | Locked | 38.9 | 2810 | 209 |
13 | Locked | 38.6 | 1397 | 163 |
14 | Locked | 38.6 | 2842 | 5841 |
15 | Locked | 38.6 | 1077 | 170 |
16 | Locked | 38.6 | 390 | 213 |
17 | Locked | 38.9 | 681 | 0 |
18 | Locked | 38.9 | 4715 | 758 |
19 | Locked | 38.6 | 4786 | 2525 |
20 | Locked | 38.6 | 3178 | 33 |
21 | Locked | 38.6 | 2622 | 3 |
22 | Locked | 38.9 | 466 | 0 |
23 | Locked | 38.9 | 90 | 0 |
24 | Locked | 38.9 | 62 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 48.8 | 5120 | 32 qam | 6 |
2 | 39400000 | 48.5 | 5120 | 32 qam | 4 |
3 | 46200000 | 48.5 | 5120 | 64 qam | 3 |
4 | 32600000 | 48.3 | 5120 | 32 qam | 5 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt060-b.cm |
SFID | 324624 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 324623 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 03-09-2021 12:58
So last night at about 7pm I lost my internet and the SuperHub 3 restarted itself. Frustrated and convinced that this is related to my high upstream power levels, I contacted support. After speaking for 20 minutes, the line conveniently disconnected. I rang retentions who again put me through to tech support, who then eventually arranged an engineer's appointment for me on Monday.
I want the engineer to inspect the line and levels and tell me if they are in spec or not. If so, then why am I getting slow upload speeds every day after around 7:30pm? My own suspicion is utilisation, but until the power levels are sorted I won't be convinced.
on 03-09-2021 14:46
Downstream errors and erratic upstream modulation suggest a line quality problem rather than over-utilisation. Upstream power levels aren't at values from which we can draw any conclusions.
If you want to check for over-utilisation, then setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection. Post a LINK to a LIVE, SHARED graph here and we'll see what's happening (so no screenshots, and not the address link to your logged in view). Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.
on 05-09-2021 15:43
Hi @hammic
Thanks for the update. The technician will be able to look into this for you and hopefully get it sorted.
Let us know how the visit goes.
on 11-09-2021 21:45
With the engineer agreeing with me that my upstream signal levels were borderline and that any fluctuation might have been enough to knock my signals out of spec and briefly take me offline. With some tweaks and/or moving my cable around in the street cabinet, my upstream levels are more satisfactory and my connection does indeed appear to be more stable.
Something that the technician has logged, is there are sometimes glitches maybe a couple times of day. These might have knocked me offline, as we both agreed they were sometimes roughly the same time my SH3 rebooted of it's own accord. I don't know whether anything will come of this, but at least it should now be logged.
Sadly my upload speeds are still roughly half at peak times, so this still remains a mystery. This can and does affect my online gaming, so it's something I aim to have looked into and fixed. How I go about this from here, I don't quite know. I'd appreciate any pointers in this regard.
on 14-09-2021 17:25
Hi hammic, thanks for keeping us updated.
Checking things today everything appears to be fine, I appreciate that's not been the case for you though. Can you please post up some recent hub stats so we can get a better idea of what's going on following the visit?
You can also set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts. It does it 24/7 and it keeps a visual record of any/all of your network issues https://www.thinkbroadband.com/broadband/monitoring/quality
Tom