Internet throttled - slow speeds

[dazzamatazz53]

Hi all

A few months ago we had some slow internet issues that thankfully we got resolved, we had an engineer come out and boosted our internet to the speeds we were promised.

No issue at all, all good for 3 months

Fast forward to today and everything is very slow? Going from 800 mbp/s download and 80 mbp/s upload to 25 mbp/s download and 0.4 mbp/s upload as well as awful packet loss, roughly 30-40% - any idea what is going on?

Checked my area and there seems to be no issues from virgins end so unsure at what the issue could be.

Thanks

[jbrennand]

Have you called the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas)

[dazzamatazz53]

Just checked - said there was no issues in my area.

[dazzamatazz53]

Still having issues with my internet speeds.

[jbrennand]

Can you do this...
_____________________

Do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then, Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (or if you have the Hub4 - do log in) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and

Then vavigate to the right pages and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[dazzamatazz53]

I see no router status on the web page - currently logged in to the admin panel but there is nothing here that can direct me to where you said.

I'm currently on Hub 4 but there is nothing.

[dazzamatazz53]

Ignore me, realized I didn't have to login for this information.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
24 323000000 0.900002 31.688669 QAM256 24
10 211000000 0.599998 29.440836 QAM256 10
11 219000000 0.799999 29.619953 QAM256 11
12 227000000 0.700001 29.759310 QAM256 12
13 235000000 0.599998 29.806774 QAM256 13
14 243000000 0.500000 29.952362 QAM256 14
15 251000000 0.400002 28.905008 QAM256 15
16 259000000 0.799999 30.154396 QAM256 16
17 267000000 1.099998 30.646576 QAM256 17
18 275000000 1.099998 31.136440 QAM256 18
19 283000000 1.299999 31.615677 QAM256 19
20 291000000 1.099998 31.615677 QAM256 20
21 299000000 1.200001 31.993563 QAM256 21
22 307000000 1.599998 32.237156 QAM256 22
23 315000000 1.299999 31.915308 QAM256 23
25 331000000 0.900002 31.688669 QAM256 25
26 339000000 0.000000 31.136440 QAM256 26
27 347000000 -0.599998 31.072100 QAM256 27
28 355000000 -0.299999 31.403784 QAM256 28
29 363000000 -0.900002 31.136440 QAM256 29
30 371000000 -1.700001 30.420918 QAM256 30
31 379000000 -2.000000 30.154396 QAM256 31
32 387000000 -2.500000 30.154396 QAM256 32
33 395000000 -3.099998 30.001997 QAM256 33
34 403000000 -2.799999 30.366289 QAM256 34
35 411000000 -3.200001 30.366289 QAM256 35
36 419000000 -3.900002 30.001997 QAM256 36
37 427000000 -3.500000 30.366289 QAM256 37
38 435000000 -3.700001 30.366289 QAM256 38
39 443000000 -3.900002 30.154396 QAM256 39
40 451000000 -3.900002 30.206408 QAM256 40
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
24 Locked 31.688669 18112 0
10 Locked 29.440836 403482 0
11 Locked 29.619953 329907 0
12 Locked 29.759310 293243 0
13 Locked 29.806774 283441 0
14 Locked 29.952362 261742 0
15 Locked 28.905008 575646 0
16 Locked 30.154396 183996 0
17 Locked 30.646576 88599 0
18 Locked 31.136440 44357 0
19 Locked 31.615677 22392 0
20 Locked 31.615677 20599 0
21 Locked 31.993563 9003 0
22 Locked 32.237156 5083 0
23 Locked 31.915308 9309 0
25 Locked 31.688669 21166 0
26 Locked 31.136440 39115 0
27 Locked 31.072100 51264 0
28 Locked 31.403784 27752 0
29 Locked 31.136440 37821 0
30 Locked 30.420918 120691 0
31 Locked 30.154396 196266 0
32 Locked 30.154396 209491 0
33 Locked 30.001997 219034 0
34 Locked 30.366289 144785 0
35 Locked 30.366289 142185 0
36 Locked 30.001997 225531 0
37 Locked 30.366289 154942 0
38 Locked 30.366289 158631 0
39 Locked 30.154396 205962 0
40 Locked 30.206408 178349 0

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 43.520599 5120 KSym/sec 64QAM 4
2 25800000 42.770599 5120 KSym/sec 32QAM 6
3 32600000 42.770599 5120 KSym/sec 64QAM 5
4 46200000 44.270599 5120 KSym/sec 64QAM 3


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 1489 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0


Network Log
Time Priority Description
Mon Mar 7 22:56:17 2022 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:56:18 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:56:25 2022 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:56:28 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:56:42 2022 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:56:48 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:57:54 2022 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:57:54 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:58:05 2022 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:58:08 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:58:08 2022 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:58:08 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:58:28 2022 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:58:48 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:59:10 2022 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:59:10 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:59:13 2022 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:59:36 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:59:48 2022 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:59:54 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:59:55 2022 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:59:56 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 22:59:58 2022 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 23:00:00 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 23:00:07 2022 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 23:00:22 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 23:00:26 2022 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 23:00:28 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 23:00:39 2022 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 23:00:46 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 23:00:48 2022 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 23:00:48 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 23:01:03 2022 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Mar 7 23:01:08 2022 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

You will need someone more familiar with the Hub and its little quirks to comment

But it doesnt look too good to me. On UP qam has dropped to 32, there are masses of T3 errors on that channel (2) so its struggling. Your down power levels also look too low to me (certainly are for a Hub3), Logs look a mess too.

Lets see the BQM

[dazzamatazz53]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b825b753d5ee42adf6a81b85e5188e0cb9... 

Here is the link.

[jbrennand]

It really needs 24h for the full picture - but the first hour is not looking good - to much red (packet drops) at the top.

What other devices have you got connected to it on ethernet cables? A router perhaps - are you in modem mode?