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iwantspeed
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Repeated HUB errors and slow speeds

Hi, 

Could someone help please?  I'm on the 350 service.  Thanks

I've noticed slower than usual speeds, I did a power cycle and when I checked the HUB 3.0 network log I can see the following errors repeated several times:

06/08/2021 17:50:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 17:50:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Statuses etc below:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
235000000
Locked
Ranged Upstream Channel (Hz)
53700000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1235000000-1.940256 qam13
21390000001.940256 qam1
3147000000240256 qam2
41550000001.940256 qam3
51630000001.440256 qam4
61710000000.940256 qam5
71790000000.540256 qam6
81870000000.240256 qam7
9195000000040256 qam8
10203000000-0.440256 qam9
11211000000-140256 qam10
12219000000-1.240256 qam11
13227000000-1.740256 qam12
14243000000-240256 qam14
15251000000-2.440256 qam15
16259000000-2.740256 qam16
17267000000-340256 qam17
18275000000-3.440256 qam18
19283000000-3.540256 qam19
20291000000-3.740256 qam20
21299000000-3.740256 qam21
22307000000-3.940256 qam22
23315000000-4.238256 qam23
24323000000-4.238256 qam24



Downstream bonded channels

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

1Locked40.331310
2Locked40.915239281480064
3Locked40.33591701793086
4Locked40.39418401868276
5Locked40.38604822882361
6Locked40.31308761702766
7Locked40.97425871949198
8Locked40.311838780
9Locked40.3890
10Locked40.360
11Locked40.390
12Locked40.3530
13Locked40.36030
14Locked40.371490
15Locked40.3105610
16Locked40.3106290
17Locked40.975760
18Locked40.329950
19Locked40.36730
20Locked40.3490
21Locked40.3100
22Locked40.390
23Locked38.9100
24Locked38.960

 

Upstream bonded channels

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

15370000051512064 qam2
24620000050.3512064 qam3
33940000049.8512064 qam4
46030000051512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0010

 

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Martin_N
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Re: Repeated HUB errors and slow speeds

Hi iwantspeed,

 

Thank you for your post.

 

I'm very sorry to hear about the issue you're having with your broadband service. 

 

I am unable to locate your account on our side. To investigate further what I will do is private message you so we can take a look at this.

 

^Martin

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iwantspeed
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Re: Repeated HUB errors and slow speeds

Thanks Martin - I have PM'd you.
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Ayisha_B
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Re: Repeated HUB errors and slow speeds

Hi @iwantspeed

 

Thanks for letting us know. Martin is not working this weekend so I have had a quick peak into your account now using the details you provided in the PM and can see there are some errors that have been identified on the broadband network. This could be causing slow speeds or a degradation of service (pixelating/buffering whilst streaming).

 

Can you check the coax cables is connected securely to our equipment, any splitters (standard and powered) and to the wall socket?

 

If this does not resolve the issue, please let me know so I can book a technician for you.

 

Hope to hear from you soon 🙂

Ayisha_B
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iwantspeed
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Re: Repeated HUB errors and slow speeds

Thanks for looking into this Ayisha. 

I’ve checked the cables and they are all very secure.  I’ve noticed the speeds are a lot worse today.  

 

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Ayisha_B
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Re: Repeated HUB errors and slow speeds

Thanks for checking @iwantspeed

 

I will pop you a PM now so we can get a tech booked for you. 

 

Please keep an eye on the purple envelope icon in the top right hand corner of your page to access your inbox. 

 

 

Ayisha_B
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Ayisha_B
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Re: Repeated HUB errors and slow speeds

Thanks for confirming the details as requested via PM @iwantspeed

 

I have booked the first available appointment for you. You can find confirmation of the time and date via your online account and if this is not suitable, feel free to re-schedule.

 

Let us know how the visit goes. 

Ayisha_B
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