on 05-10-2021 14:46
For the last few years I've had my SuperHub 2 in modem mode, and it's generally been great, giving me 100% of my package speed (100mbps down; 10mbps up).
In the last week, however, that's plummeted, pretty much to exactly 10% (i.e., 10mbps down; 1mbps up).
I couldn't figure out how to get any diagnostics from it in modem mode, so I switched it back to router mode. That's suddenly unlocked my upload speed (i.e., back up to 10mbps) but the download speed is still really suffering (~25mbps).
Now that I can get diagnostics, I also note that there are a *lot* of pre/post RS errors. If I refresh the page, I can see they're seemingly being generated in the thousands per second.
Soooo ...
1 - how do we fix this?
2 - why is router mode giving me very different speeds than modem mode?
Thanks!
Here's the situation after the system's been running for ~1hr.
Downstream Acquisition | Locked |
Primary Frequency | 162750000 Hz |
DHCP | Done |
TFTP | Done |
Time Of Day | 14:40:33 BST |
Security | BPI+ |
Counters T1,T2,T3,T4,Sync,Resets | 000,000,001,000,000,000 |
WAN IP Address | 82.26.68.128 |
Lease Time Remaining | 0 days 00h:40m:13s |
Expiry | Tue 5 Oct 15:20 |
Current Network Time | Tue 05 Oct 14:40 BST |
Locked | 4 | 162750000 Hz | 256 QAM | 2.4 dBmV | 37.4 dB | 106058 | 763 |
Locked | 1 | 138750000 Hz | 256 QAM | 3.0 dBmV | 30.5 dB | 2943285 | 2631850 |
Locked | 2 | 146750000 Hz | 256 QAM | 3.5 dBmV | 35.2 dB | 2756548 | 77915 |
Locked | 3 | 154750000 Hz | 256 QAM | 3.3 dBmV | 37.6 dB | 274871 | 300 |
Locked | 5 | 170750000 Hz | 256 QAM | 2.5 dBmV | 37.1 dB | 289397 | 355 |
Locked | 6 | 178750000 Hz | 256 QAM | 3.0 dBmV | 37.9 dB | 325040 | 1096 |
Locked | 7 | 186750000 Hz | 256 QAM | 2.4 dBmV | 37.4 dB | 376329 | 437 |
Locked | 8 | 194750000 Hz | 256 QAM | 1.7 dBmV | 37.6 dB | 153697 | 1453 |
To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.
Locked | 10 | 32600000 Hz | ATDMA | 47.5 dBmV | 64QAM | 6400000 Hz | 5120 Ksym/sec |
Locked | 12 | 25800000 Hz | ATDMA | 47.5 dBmV | 64QAM | 6400000 Hz | 5120 Ksym/sec |
Locked | 8 | 46200000 Hz | ATDMA | 49.3 dBmV | 64QAM | 6400000 Hz | 5120 Ksym/sec |
Locked | 9 | 39400000 Hz | ATDMA | 47.8 dBmV | 64QAM | 6400000 Hz | 5120 Ksym/sec |
Answered! Go to Answer
on 15-10-2021 19:06
Hi there @rjpieke
Thank you so much for your updates and I am so sorry to see these issues are on going.
Having checked things from our side it would be best to get an engineer back out to check this, I understand you have already had one recently but this is the best way for us to identify issues and a resolution for this. This appointment will also be with a senior engineer due to the close proximity to the last appointment.
I will send you a message now to arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.
Thank you.
on 05-10-2021 15:46
on 06-10-2021 09:31
Thanks John! I traced the cable from the modem to the street. No obvious kinks or damage. I disconnected and reconnected all the connections, and restarted.
The SNR for all downstream channels is now between 37.5 and 38.5, but I still accumulated several million RS errors overnight (both pre and post), and speedtest is still only reporting ~30-40mbps (instead of 100-110mbps in the past).
Historically when I've had slow connection days, they've mysteriously vanished on their own, but this one is more persistent. What's the path to a tech visit? The last time I tried calling the customer support line, it was a long and not very fruitful process.
on 06-10-2021 14:19
on 06-10-2021 14:26
Thanks John. I tried to set up a BQM yesterday but it just shows 100% packet loss. Is there something on the SH2 I need to modify? I've (just now) tried turning off the firewall.
on 06-10-2021 14:35
on 06-10-2021 14:41
Ah, thanks. Buried in the Advanced settings there's a "Ping" page with:
WAN Ping Respond
on 06-10-2021 14:52
Hi @rjpieke,
Welcome back to our community forums and thank you for your first posts.
Sorry to hear you are having issues with RS errors. I can understand this is not ideal and want to best help. I have had a look back end into your account and connection and I am unable to see anything that may have caused this.
I am however glad to see @jbrennand has been assisting you regarding this. Since making the changes are you still getting these errors?
Please get back to us when you can.
Thanks,
on 06-10-2021 15:02
Hi Akua_A ... yes, the situation remains.
on 06-10-2021 15:05
In this case, I have sent a private message to further look into this for you.
Please look out for the purple envelope and provide a response when you can.
Thanks,