Latency and Timing Out Issues

[Gary333]

I'm having issues with the connection timing out / or going very slowly when trying to access web pages. My kids are saying their ping and latency is terrible. Phones etc just seem to be working, then give up. When I do a speed test it's less obvious there is a problem though. This issues seems to come and go. If I reset the router it fixes it for a while (maybe a day or two) but then it comes back.

I have a 3dbmv attenuator already on my Hub 4 and here are the power levels. It does seem to get worse as the power level's increase. 

Is it normal to have some channels in the 5dbmv range, but others in the 9dbmv range? 

A while ago I asked an engineer if he could move to a lower powered tap in the cabinet to see if this might help (as i used to get power levels very close to each other around 0dbmv and the connection was stable for well over a year). He came back and said he couldn't do anything, but never said why.

For reference I am c.128m away from the cabinet, so i am surprised the power levels are still so high. In my last house I used to get similar power levels but was the first house next to the cabinet at <30metres. 

DOWNSTREAM

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

1	139000000	9.000000	40.366287	QAM256	1
2	147000000	8.800003	40.366287	QAM256	2
3	155000000	9.199997	40.366287	QAM256	3
4	163000000	8.699997	40.366287	QAM256	4
5	171000000	8.300003	40.366287	QAM256	5
6	179000000	7.900002	40.366287	QAM256	6
7	187000000	8.000000	40.946209	QAM256	7
8	195000000	7.699997	40.946209	QAM256	8
9	203000000	7.300003	40.366287	QAM256	9
10	211000000	6.800003	40.366287	QAM256	10
11	219000000	6.300003	38.983261	QAM256	11
12	227000000	6.199997	40.366287	QAM256	12
13	235000000	6.500000	38.983261	QAM256	13
14	243000000	6.800003	40.366287	QAM256	14
15	251000000	6.900002	40.366287	QAM256	15
16	259000000	7.199997	40.366287	QAM256	16
17	267000000	6.500000	40.366287	QAM256	17
18	275000000	5.900002	40.366287	QAM256	18
19	283000000	6.199997	40.366287	QAM256	19
20	291000000	6.400002	40.366287	QAM256	20
21	299000000	7.199997	40.366287	QAM256	21
22	307000000	6.900002	40.366287	QAM256	22
23	315000000	6.599998	40.366287	QAM256	23
24	323000000	6.500000	40.366287	QAM256	24
25	331000000	6.500000	40.366287	QAM256	25
26	339000000	6.800003	40.366287	QAM256	26
27	347000000	6.599998	40.946209	QAM256	27
28	355000000	6.500000	40.366287	QAM256	28
29	363000000	6.099998	38.983261	QAM256	29
30	371000000	5.500000	40.366287	QAM256	30
31	379000000	5.900002	40.366287	QAM256	31

UPSTREAM

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

1	23600000	47.520599	5120 KSym/sec	32QAM	13
2	30100000	47.520599	5120 KSym/sec	64QAM	12
3	36600000	48.020599	5120 KSym/sec	64QAM	11
4	43100000	48.020599	5120 KSym/sec	64QAM	10
5	49600000	48.520599	5120 KSym/sec	64QAM	9

[legacy1]

Problems by wifi?

[Joseph_B]

Hey @Gary333,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue, having a look into our systems I can see you would benefit from having a technician sent out to assess the situation. For me to do so I will need to confirm some information from you in a quick private message.

Joe

[Gary333]

Thanks Joe. I have responded to the PM. Cheers

[Gary333]

These problems are back again with vengeance. I have tried swapping back to the Hub 4 and it's even worse than when that's in modem mode. 

I have reset the Hub 4.0 multiple times (both holding for 15 secs and 60 secs as there seems to be no clear cut answer on how long to hold the reset button).

I've tried changing the cable out for the one in the quick start guide. I've also tried it without the attenuator (just in case that was faulty), however, that was terrible and gave 50% packet loss so put it back on. 

When VM came out last time he says "there's no errors showing in the router table" and can't see anything wrong. He's right, there isn't then and isn't now any Pre or Post RS errors.

The issue seems worst when this upload channel drops to 32QAM and very bad when it drops to 16QAM.

2

23600000

47.020599

5120 KSym/sec

32QAM

13

Here my current full stats: 

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

1	139000000	9.500000	40.366287	QAM256	1
2	147000000	9.300003	40.946209	QAM256	2
3	155000000	9.599998	40.946209	QAM256	3
4	163000000	9.099998	40.946209	QAM256	4
5	171000000	8.800003	40.946209	QAM256	5
6	179000000	8.599998	40.946209	QAM256	6
7	187000000	8.500000	40.946209	QAM256	7
8	195000000	8.099998	40.946209	QAM256	8
9	203000000	8.000000	40.946209	QAM256	9
10	211000000	7.699997	40.946209	QAM256	10
11	219000000	7.199997	40.946209	QAM256	11
12	227000000	6.699997	40.946209	QAM256	12
13	235000000	7.099998	40.366287	QAM256	13
14	243000000	7.400002	40.366287	QAM256	14
15	251000000	7.400002	40.366287	QAM256	15
16	259000000	7.900002	40.366287	QAM256	16
17	267000000	7.199997	40.366287	QAM256	17
18	275000000	6.400002	40.946209	QAM256	18
19	283000000	6.900002	40.366287	QAM256	19
20	291000000	7.199997	40.366287	QAM256	20
21	299000000	7.500000	40.366287	QAM256	21
22	307000000	7.599998	40.366287	QAM256	22
23	315000000	7.500000	40.366287	QAM256	23
24	323000000	7.199997	40.946209	QAM256	24
25	331000000	7.300003	40.946209	QAM256	25
26	339000000	7.699997	40.366287	QAM256	26
27	347000000	7.900002	40.366287	QAM256	27
28	355000000	7.500000	40.366287	QAM256	28
29	363000000	7.300003	40.366287	QAM256	29
30	371000000	6.900002	40.946209	QAM256	30
31	379000000	6.699997	40.366287	QAM256	31

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

1	43100000	47.520599	5120 KSym/sec	64QAM	10
2	23600000	47.020599	5120 KSym/sec	32QAM	13
3	30100000	47.520599	5120 KSym/sec	64QAM	12
4	36600000	47.520599	5120 KSym/sec	64QAM	11
5	49600000	48.020599	5120 KSym/sec	64QAM	9

[legacy1]

So problems by wifi?

[Molly_T]

Hi Gary333 👋 Welcome back to the community! Thank you for posting. 

Sorry to hear you are having some issues with your connection. 

Having had a look for you, there are no issues happening in the local area that would be affecting your connection. (There are no issues with the data coming from the cabinet currently). 

There are a couple of disconnections showing on the hub in the last few days, however it is also running in Modem mode which will be affecting our ability to troubleshoot and offer further support. If you can please pop the hub back into router mode so we can run further testing, and I will send you a PM to offer some help and support with this!

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞