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Gig1 Fibre - Slow Connectivity, SkyQ issues

Good morning all, 

We recently had Gig1 Fibre installed on 04/08/2020 in the PM. The engineer fitted the relevant box in the kitchen and carried out a wired test which he reported OK. Once the engineer left, we tempted to run connection testing through the various devices and have run into a whole bunch of issues.

For added context, we occupy a 3 story house, with the kitchen being on ground level. We have the main SkyQ box on the ground floor, with a mini SkyQ box on level 2. This issues we are experiencing are as follows:

  • SkyQ boxes keep intermittently dropping out Internet connectivity when connected to the Hub4.
  • WiFi on the 2.4ghz band seems to be dreadful. Standing approximately 5 foot away from the router provides download speed of 43.7Mbps. Obviously this does not translate well with devices on the first and second floor that are connecting (I have seen download speeds as low of 3Mbps.
  • WiFi on the 5ghz band seems to be marginally better. Download speeds when standing 5 ft away show speeds of 279Mbps at the time of writing this post (the highest I have seen it from this distance is 490Mbps). On the second floor I can see download speeds on this band of approx 150-200Mbps at the most.
  • There is most certainly a black spot on the first floor somehow, with either band barely reaching 80Mbps in some areas (the opposite side of the kitchen, coincidentally).

Network diagnostics on the router show that there are issues with the WiFi connections, but it doesn't provide any further information than that. I have ran through the normal, reboot, reset, hardwire testing (I would need to retest in modem mode for an accurate result as I was using speedtest.net).

 

Ultimately I think there may be multiple knock on issues at hand:

  • The line and router has been incorrectly placed (it is in the corner of the kitchen, with about 0.5m clearance space between a wall and a cabinet). We cannot move this router as the cable provided is not long enough. In my view I feel it should have been placed on the first floor where there were less obstacles and the router could even distribute the WiFi. 
  • The engineer did not test the WiFi signal around the house for any black spots and thus this issue wasn't found out until we manually had to update the devices. 
  • Potential issues with the router/line? 

All speed tests were carried out on https://samknows.com/realspeed/ at the time of this post.  

I also have seen countless threads regarding compatibility issues between SkyQ and non Sky routers, so it looks like I'm in a world of hurt there.

To be honest, I'm not impressed by the drop in speeds of connectivity as I'm receiving nowhere near what was advertised - however this could just be teething issues. Should the speeds (especially across the 2.4ghz band) drop off that significantly so close to the hub 4 router? 

Please let me know your thoughts and whether you require any further information.

 

EDIT: I think this should have been posted in the "Speed" forum. Please move if you feel its acceptable. 

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Re: Gig1 Fibre - Slow Connectivity, SkyQ issues

3.0 Downstream channels

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

1 411000000 4.699997 38.983261 QAM256 1

2 419000000 5.199997 38.983261 QAM256 2

3 427000000 5.400002 40.366287 QAM256 3

4 435000000 4.900002 38.983261 QAM256 4

5 443000000 5.199997 38.983261 QAM256 5

6 451000000 5.800003 40.366287 QAM256 6

7 459000000 5.800003 38.983261 QAM256 7

8 467000000 5.400002 38.983261 QAM256 8

9 475000000 5.300003 38.983261 QAM256 9

10 483000000 5.900002 38.983261 QAM256 10

11 491000000 6.000000 40.366287 QAM256 11

12 499000000 5.800003 40.946209 QAM256 12

13 507000000 5.699997 40.366287 QAM256 13

14 515000000 6.000000 40.366287 QAM256 14

15 523000000 6.400002 40.366287 QAM256 15

16 531000000 6.199997 40.946209 QAM256 16

17 539000000 6.000000 40.366287 QAM256 17

18 547000000 5.900002 40.366287 QAM256 18

19 555000000 6.300003 40.366287 QAM256 19

20 563000000 6.300003 40.366287 QAM256 20

21 571000000 6.000000 40.946209 QAM256 21

22 579000000 5.900002 40.366287 QAM256 22

23 587000000 5.900002 38.983261 QAM256 23

24 595000000 6.000000 40.366287 QAM256 24

25 603000000 5.599998 38.983261 QAM256 25

26 611000000 5.199997 38.983261 QAM256 26

27 619000000 5.500000 38.983261 QAM256 27

28 627000000 5.900002 38.983261 QAM256 28

29 635000000 5.599998 38.983261 QAM256 29

30 643000000 5.099998 38.983261 QAM256 30

31 651000000 5.199997 38.605377 QAM256 31

 

 

3.0 Downstream channels

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

1 Locked 0 0 0

2 Locked 256532414 1 0

3 Locked 578473207 0 0

4 Locked 246598035 0 0

5 Locked 256382257 0 0

6 Locked 255948656 0 0

7 Locked 246821750 0 0

8 Locked 258617643 0 0

9 Locked 270961819 0 0

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11 Locked 260246076 0 0

12 Locked 252615406 0 0

13 Locked 272059870 1 0

14 Locked 272106894 0 0

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16 Locked 229044157 0 0

17 Locked 237572910 2 0

18 Locked 237897758 1 0

19 Locked 229541298 0 0

20 Locked 229171580 0 0

21 Locked 238843206 0 0

22 Locked 238710479 0 0

23 Locked 230022100 0 0

24 Locked 304770751 0 0

25 Locked 316314421 0 0

26 Locked 316703759 1 0

27 Locked 304568178 1 0

28 Locked 304747750 2 0

29 Locked 317046157 0 0

30 Locked 318748133 2 0

31 Locked 1359645368 1 0

 

 

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159 96 4K 1880 QAM4096 728

 

 

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159 Locked 6.0 154893660 0

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Message 3 of 17
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Re: Gig1 Fibre - Slow Connectivity, SkyQ issues

3.0 Upstream channels

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

1 60300000 43.520599 5120 KSym/sec 64QAM 9

2 39400000 42.020599 5120 KSym/sec 8QAM 12

3 46200000 42.020599 5120 KSym/sec 64QAM 11

4 53700000 42.520599 5120 KSym/sec 64QAM 10

 

 

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 US_TYPE_STDMA 0 0 0 0

2 US_TYPE_STDMA 0 0 0 0

3 US_TYPE_STDMA 0 0 0 0

4 US_TYPE_STDMA 0 0 0 0

 

 

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Message 4 of 17
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Re: Gig1 Fibre - Slow Connectivity, SkyQ issues

General Configuration

Network access 

true

Maximum Number of CPEs 

1

Baseline Privacy 

true

DOCSIS Mode 

3.1

Config file 

a69834ncxv9873254k;fg87dsfd;k

 

 

Primary Downstream Service Flow

SFID 

23308

Max Traffic Rate 

1200000450

Max Traffic Burst 

42600

Min Traffic Rate 

0

 

 

Primary Upstream Service Flow

SFID 

23357

Max Traffic Rate 

55000270

Max Traffic Burst 

42600

Min Traffic Rate 

0

Max Concatenated Burst 

16320

Scheduling Type 

bestEffort

 

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Message 5 of 17
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Re: Gig1 Fibre - Slow Connectivity, SkyQ issues

Network Log

Time Priority Description

Thu 01/01/1970 00:01:21 4 Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:02:02 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 04/08/2020 21:44:22 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 04/08/2020 21:44:26 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 04/08/2020 22:01:59 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

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Message 6 of 17
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Re: Gig1 Fibre - Slow Connectivity, SkyQ issues

Hello KCNoir

Welcome to our Forums and thanks for bringing this matter to our attention

Sorry though to hear you are having issue with the connection and wifi

There are 2 things I would like to suggest 

Return visit of engineer to relocate hub to a more suitable place 

Send out a pair of booster to help with the connection 

There would be no charge for either 

Let me know if you wish to go ahead with this 

Gareth_L

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Message 7 of 17
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Re: Gig1 Fibre - Slow Connectivity, SkyQ issues

if would be helpful to know if your speeds are fine when using ethernet.
also, are you wifi devices capable of higher speeds?

2.4Ghz maxes out at 300Mbps
5Ghz "n" maxes out at 900Mbps
5Ghz "ac" has a range of 433 Mbps - 1.7 Gbps

of course ,those are maximum theortical speeds.

-----------------------------------------------------------

My Broadband Ping - spgray

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Re: Gig1 Fibre - Slow Connectivity, SkyQ issues

Range comparison – 2.4 GHz vs. 5 GHz
 
Standard Frequency Theoretical Distance Real World Distance
802.11a5Ghz390 ft195 ft
802.11b2.4Ghz460 ft230 ft
802.11g2.4Ghz125 ft62 ft
802.11n2.4Ghz820 ft410 ft
802.11n5Ghz460 ft230 ft
802.11ac5Ghzup to 820 ft (amplified)up to 410 ft (amplified)
 
 
Speed comparison – 2.4 GHz vs. 5 GHz
Standard Frequency Theoretical Speed Real-World Speed
802.11a5Ghz6-54 Mbps3 - 32 Mbps
802.11b2.4Ghz11 Mbps2-3 Mbps
802.11g2.4Ghz54 Mbps10 -29 Mbps
802.11n2.4Ghz300 Mpbs150 Mbps
802.11n5Ghz900 Mbps450Mbps
802.11ac5Ghz433 Mbps - 1.7 Gbps210 Mbps - 1 G

-----------------------------------------------------------

My Broadband Ping - spgray

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Message 9 of 17
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Re: Gig1 Fibre - Slow Connectivity, SkyQ issues

Hi Gareth, Spgray

Thanks for your comments.

We have had an engineer attend this morning to relocate the router. Unfortunately testing has shown that the speeds have not improved. At the time of writing, the speeds are as follows when standing directly next to the SH4 router:

Ethernet connection to a Gigabit Ethernet port

Energy Efficient Ethernet has been switched off in Device Manager. BIOS has no limit set on the port. 

  • Download: 520 Mbps
  • Upload: 47.2 Mbps
  • Latency: 21 ms
  • Jitters: 3.4 ms
  • Packet loss: N/A

Wireless (5 Ghz)  tested on a S20 Ultra

  • Download: 326 Mbps
  • Upload: 45Mbps
  • Latency: 25.4 ms
  • Jitter: 2.88 ms
  •  

Wireless (2.4 Ghz) tested on a S20 Ultra

  • Download: 84.5 Mbps
  • Upload: 46.1 Mbps
  • Latency: 28.9 ms
  • Jitter: 5.52 ms

These speeds are approximately halved when stood approximately 10 ft away from the router. The engineer carried out similar tests and received similar results. We also ran a network diagnostics test which returned errors with "WiFi connections". 

 

The engineer came to two conclusions:

  1. The router may be faulty and will need to be replaced. Apparently I need to arrange this?
  2. We require wireless boosters. Again this is something I need to arrange?

 

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Message 10 of 17
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Re: Gig1 Fibre - Slow Connectivity, SkyQ issues

Hi KCNoir

 

Thanks for coming back to us.

 

I'll PM you now to sort this

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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