Gig1 10-15Mbps upload speed

[DS4130]

Customer in area 20, for last 2 months been getting average 10-15Mbps up speeds unless testing between 4am-6am where getting 40-45Mbps. Hard wired using HUB4 in modem only with Netgear RAX120. Same results connecting directly to Hub4.

Down speed consistently 950Mbps all times of day/night, the up really effects my workflow and not sure how to go about getting it resolved, any help greatly appreciated?

3.0 Upstream channels

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

1	39400000	36.520599	5120 KSym/sec	64QAM	4
2	53700000	36.270599	5120 KSym/sec	16QAM	2
3	60300000	36.020599	5120 KSym/sec	32QAM	1
4	46200000	36.270599	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	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[DS4130]

Hi Travis

Thanks for checking, performance has been the same and looks like constant packet loss still since swapping to router mode this morning any ideas?

Regards

Dave

[Travis_M]

Hi @DS4130 

Thanks for your response

I'm going to drop you a private message now to confirm some more details and investigate further, please keep an eye on your inbox for a message from myself.

Regards

[DS4130]

Hi

Had a yet another callout from a very helpful engineer who booked a re-pull from the cabinet to my property. This was competed around midday Saturday, unfortunately I'm still seeing constant packet loss and upload speeds fluctuating between 15-68Mpps in both modem only and router mode with no other devices attached.

Any other ideas please because now everything as been replaced!?

Regards

Dave

[Matthew_ML]

Hey DS4130, thank you for reaching out and I am sorry to hear this.

I can see my colleague has been looking into this for you, please do feel free to reach out via PM and he will get this looked into for you. Cheers 

[DS4130]

Hi Matt

Thanks for getting back top me, have PM'd you to follow up please...

Regards

Dave

[DS4130]

Hi

Any updates on this please? After 18 months of troubleshooting, callouts and various equipment It's starting to get to me!

Regards

Dave

[DS4130]

[Client62]

Why delay by asking for a BQM  ???

We can all the Upstream modulation modes are falling to QAM 32 & 16 which is the causing the poor upstream performance.

If there is not a noise fault reported for the street on 0800 561 0061, this needs an engineer visit to resolve the SNR issues on the customers connection.

[Kain_W]

Hi there DS4130,

Apologies for the delays. I noticed that our team has already invited you to a PM. Were you able to run through any checks with them?

Additionally, I checked our service and found that you are currently affected by an area fault. While this information may have been communicated in the thread before, I completely understand how frustrating this situation can be.

The estimated fix time for the issue is the 9th August around 11:40, and we're actively working to get this matter resolved as soon as possible.

Please accept our sincere apologies for any inconvenience caused. 

Regards,

[DS4130]

Hi Kain

Thanks for getting back to me, this and another fault deadline I was given by customer service have since passed but still no improvement, really loosing faith that this can be resolved and happy to see CityFibre digging up the road... Any further suggestions welcome?

Regards

Dave