40 MBs on 500mbs package for weeks

[Hkoczian1]

Hello guys, I’ve been having issues with my internet now going into the 4th week and I’m starting to reach the end of my patience. I’m on a 500 mbs package, worked fine until 4 weeks ago when the download speed won’t go over 40 mbs at off peak times on an Ethernet connection. During peak times it goes as low as 5-6 mbs. Had an engineer that came over, changed the hub but could not fix the issue, he had no idea what is the problem. Regardless of wired or wireless connection I’m getting the exact lousy speed. Customer service couldn’t help me either. What can I do to fix this?? Tia

 

  

 

 

 

 

 

 

 

[Hkoczian1]

Anyone that can read these values can shed some light on what’s happening here. I’ve been trying everything to get this to work to no avail

[Hkoczian1]

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

139000000

Locked

Ranged Upstream Channel (Hz)

46200000

Locked

Provisioning State

Online

Downstream bonded channels

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

1	139000000	5.3	38	256 qam	1
2	147000000	4.5	38	256 qam	2
3	155000000	4.1	38	256 qam	3
4	163000000	4.4	38	256 qam	4
5	171000000	4.5	37	256 qam	5
6	179000000	4.4	37	256 qam	6
7	187000000	4.3	37	256 qam	7
8	195000000	4.1	38	256 qam	8
9	203000000	4	38	256 qam	9
10	211000000	4	37	256 qam	10
11	219000000	4.3	37	256 qam	11
12	227000000	4.4	37	256 qam	12
13	235000000	4.4	37	256 qam	13
14	243000000	4.3	37	256 qam	14
15	251000000	4.3	37	256 qam	15
16	259000000	4.3	38	256 qam	16
17	267000000	4.1	37	256 qam	17
18	283000000	4.1	38	256 qam	19
19	291000000	4.1	38	256 qam	20
20	307000000	4.1	37	256 qam	22
21	315000000	4.5	37	256 qam	23
22	323000000	4.9	38	256 qam	24
23	355000000	5.8	37	256 qam	28
24	387000000	6	37	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	9	0
2	Locked	38.9	10	0
3	Locked	38.6	16	0
4	Locked	38.6	9	0
5	Locked	37.3	14	0
6	Locked	37.6	8	0
7	Locked	37.6	7	0
8	Locked	38.6	8	0
9	Locked	38.6	13	0
10	Locked	37.6	10	0
11	Locked	37.3	10	0
12	Locked	37.6	13	0
13	Locked	37.6	13	0
14	Locked	37.3	10	0
15	Locked	37.6	17	0
16	Locked	38.6	16	0
17	Locked	37.6	10	0
18	Locked	38.9	9	0
19	Locked	38.6	15	0
20	Locked	37.6	9	0
21	Locked	37.6	11	0
22	Locked	38.6	11	0
23	Locked	37.6	7	0
24	Locked	37.3	5	0

[Hkoczian1]

Upstream bonded channels

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

1	46200000	39.5	5120	64 qam	3
2	53700000	39.8	5120	64 qam	2
3	39400088	39.3	5120	64 qam	4
4	60300000	40.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt053-b.cm

Primary Downstream Service Flow

SFID	16768
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	16767
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[Hkoczian1]

Network Log

Time Priority Description

07/12/2021 22:16:37	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 06:40:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 00:33:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2021 03:18:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:36:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:35:57	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:35:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:35:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:35:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:35:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:33:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:33:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:33:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:33:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:33:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:33:10	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:33:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:32:45	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:32:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 16:32:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Hkoczian1]

Can anyone assist with this issue please. Any insight welcome. Thanks 

[Hkoczian1]

Guess nobody knows

[Hkoczian1]

Up

[Zach_R]

Hi @Hkoczian1,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm very sorry to hear you've been having some speed issues recently. Are these ongoing today? If so, can you confirm if you're also having problems on a wired connection and not just a wireless/Wi-Fi connection?

Thanks,
 

[Hkoczian1]

Yes they are on going and yes I do get 35-40 mbs on a wired connection pretty much constantly during off peak. At peak it dips down to 6-7 mbs