Slow upload speed (10Mbps out of 20Mbps)

[hammic]

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.

[hammic]

Is there any way an engineer can fix this? Or is it just a case of waiting for things to improve in my area?

Phoning tech support is useless, as they don't have a script to deal with upload issues, only download issues! When I ask them to check the spec, they either say my power levels good fine or my wireless needs some tweaking - which it doesn't and I've already told them I am using an desktop PC wired into the hub for testing.

[Akua_A]

Thank you for your response @hammic.

I have had a look into your account to further look into this and I can see you have recently spoken to our team and have an appointment booked for this issue. Please do let us know how the appointment goes and if you need any further help.

Thanks,

[hammic]

@Akua_A

The engineer looked at my equipment and cabling and couldn't find anything wrong.  He even tried another SuperHub 3, which produced exactly the same results on the upstream - mixed QAM modulations.  He did agree that the modulation was too low at 16 QAM and the fact that there were mixed modulations (32 QAM amongst 16 QAM channels) was making things worse.

He mentioned another customer in the area who had also raised complaints about their upload speed and high ping when gaming.  Although he knew of no issues in the area and there was nothing logged on his systems, he definitely felt that there might be an SNR or noise issue in the area, probably amongst the street cabinets themselves.

He did promise that he would look further into this on Monday and get back to me.  But he felt the same as me, in that there was little that could be done to address the issue right now.  He also seemed a little doubtful as to whether any issues will be found, let alone fixed.

Although this isn't having a massive impact on me, it is definitely affecting my enjoyment of gaming online.  i feel quite despondent about the whole thing now and perhaps this is just something I will have to live with until it's fixed.  But I am definitely considering raising a complaint about this, to ensure the issue does not go overlooked.

[hammic]

Today's stats below.

Status

Spoiler

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	259000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream

Spoiler

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	259000000	5.6	38	256 qam	16
2	139000000	8.8	38	256 qam	1
3	147000000	8.4	38	256 qam	2
4	155000000	8.3	38	256 qam	3
5	163000000	8.3	38	256 qam	4
6	171000000	8.1	38	256 qam	5
7	179000000	8	38	256 qam	6
8	187000000	8	38	256 qam	7
9	195000000	7.6	38	256 qam	8
10	203000000	7.3	38	256 qam	9
11	211000000	6.9	38	256 qam	10
12	219000000	6.6	38	256 qam	11
13	227000000	6.5	38	256 qam	12
14	235000000	6.1	38	256 qam	13
15	243000000	6	38	256 qam	14
16	251000000	5.8	38	256 qam	15
17	267000000	5.3	38	256 qam	17
18	275000000	5.4	38	256 qam	18
19	283000000	5	38	256 qam	19
20	291000000	6	38	256 qam	20
21	299000000	6.5	38	256 qam	21
22	307000000	6.6	38	256 qam	22
23	315000000	7	38	256 qam	23
24	323000000	7.4	38	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	308	143
2	Locked	38.6	8	0
3	Locked	38.6	21	0
4	Locked	38.6	24	0
5	Locked	38.9	36	0
6	Locked	38.6	25	0
7	Locked	38.9	26	0
8	Locked	38.6	7	0
9	Locked	38.9	18	0
10	Locked	38.9	16	0
11	Locked	38.6	13	0
12	Locked	38.9	17	0
13	Locked	38.6	18	0
14	Locked	38.6	16	0
15	Locked	38.9	22	0
16	Locked	38.9	38	0
17	Locked	38.6	40	0
18	Locked	38.9	38	0
19	Locked	38.6	58	0
20	Locked	38.6	38	0
21	Locked	38.6	31	0
22	Locked	38.6	22	0
23	Locked	38.9	23	0
24	Locked	38.6	15	0

Upstream

Spoiler

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	43	5120	32 qam	1
2	46200000	43	5120	16 qam	3
3	39400005	42.8	5120	16 qam	4
4	53700000	43	5120	16 qam	2

Upstream bonded channels

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

Configuration

Spoiler

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	479176
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	479175
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[David_Bn]

Sorry to hear of the issues with the connection @hammic, can you please advise me if you're still in contact with the engineer you've previously dealt with?

If so, have they been able to give you any updates?

Looking in the local area, no outage is currently being flagged that may relate to this matter

Kindest regards,

David_Bn 

[Adduxi]

Can you setup and post a shared BQM?  www.thinkbroadband.com/ping

With the variance of your Upstream QAM, it certainly looks like noise somewhere in your area rather than over utilisation.?   A BQM may show more details. 

[hammic]

No need for BQM graphs at this point in time, I don't see what they would tell anybody about the modulation on my upstream channels.

I recently had an engineer out who told me that network faults couldn't see any problems with the large cabinet in my area.  My cables were once again found to be fault free.

The engineer then looked at other properties in my street and at least two other properties had exactly the same issue as me - mixed modulation on the upstream.  The engineer is now convinced the problem lies with the cabinet as more than one customer has exactly the same issue.  As a result he will do his best to escalate this to be looked into.

Fingers crossed!

[Kath_F]

Hi hammic, 

Thanks for your update and for coming back to us on this. 

I'm glad the engineer is escalating things from his side. This is the correct process but can take some time so it won't be an overnight fix. 

Please keep us posted on how things go and if you need any further help - you know where we are. 

Take care,