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Hub4 -sudden drop from 1.1Gb to 94Mb in download

ozsat
Superstar

So I check my download speed every few days to make sure I get what I am paying for,  Samknows real speed would usually come back with around 1140 and 940 - Ookla would come back with around 940Mbps too. During all this the upload is a constand 52Mbps.

Noticed things going slow on Sunday and the speeds had dropped to around 94Mbps download.

I have two different 1Gb network cards in the PC and swiitching between those (and SH4 ports) made no difference.

After a couple of power resets of the PC and Hub4 all went back to the expected rates.  I suispected the PC had got intob a weird state.

During yesterday I could tell from download speeds that things were not right again - and they were back to 94Mbs download and 52Mbps upload.

Tried the power resets again and still 94Mbps download via Ethenet. 5GHz Wifi is still working at over 300-400Mpbs which has never changed.

I have another device with a 1Gb card which would give similar speed results to those excepted - but that is now maxing at 94Mbps download too. A few other devices would usually achieve over 130Mpbs - and are all maxing at 94Mpbs too.

One device I could always get around 300Mbs download via Ethernet is now showing 94Mbps too - but still 300Mbs when switched to Wifi.

It seems the SH4 is auto-negotiating at 100 and not 1000 on all four ports. Config still shows 1 DOCSIS 3.1 channel connect and config download is still 1230000450.

Have done a pinhole factory reset and before doing any SH4 customisation I tried again and still only 94Mpbs on all four ports.

I am sure it is not a signal issue as Wifi is good and I'm getting between -1.1 and +3.0 on all power levels and between 37.3 and 38.8 on all SNR.

I've not seen anything in the logs to show a firmware update but the logs were lost here in the factory reset - currently cmreg-vmdg640-bbt076+voc-b.cm

I will call TS today and get them to suggest things but I can put the issue down to the SH4.

Power levels are mainly the same after the factory reset so within expected range.

Anyone any other ideas of things to try?

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MOD EDIT: see message 109  for an update 

==================================
1.2Gb/100Mb in Oxford (area 31) using SH5
218 REPLIES 218

I am also having the same problem and need to reboot the modem to fix it until it reoccurs.

 

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Hi there samosa,

Welcome back to the community.

Apologies for the service issue, can I ask whether an area fault has recently been raised in your area?

Also are you able to post network logs for us to check, to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
 

Thanks,

Kain

No fault in my area has been logged as far as i know.

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0

3.0 Downstream channels

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

34270000003.40000238.605377QAM2563
14110000003.09999838.605377QAM2561
24190000003.20000138.983261QAM2562
44350000003.29999938.605377QAM2564
54430000003.29999938.605377QAM2565
64510000002.70000138.605377QAM2566
74590000002.20000138.605377QAM2567
84670000002.00000038.605377QAM2568
94750000002.09999837.636276QAM2569
104830000002.00000037.636276QAM25610
114910000002.20000137.636276QAM25611
124990000002.29999937.355988QAM25612
135070000002.00000037.636276QAM25613
145150000002.09999837.636276QAM25614
155230000002.40000237.636276QAM25615
165310000002.40000238.605377QAM25616
175390000002.59999837.636276QAM25617
185470000002.79999938.605377QAM25618
195550000003.00000037.636276QAM25619
205630000003.09999837.636276QAM25620
215710000003.40000237.636276QAM25621
225790000003.40000237.636276QAM25622
235870000003.29999937.636276QAM25623
245950000003.70000137.636276QAM25624
256030000003.09999837.355988QAM25625
266110000002.90000237.636276QAM25626
276190000003.40000237.636276QAM25627
286270000003.09999837.355988QAM25628
296350000003.09999837.636276QAM25629
306430000003.59999837.355988QAM25630
316510000003.79999937.636276QAM25631



3.0 Downstream channels

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

3Locked38.60537700
1Locked38.60537700
2Locked38.98326100
4Locked38.60537700
5Locked38.60537700
6Locked38.60537700
7Locked38.60537700
8Locked38.60537700
9Locked37.63627600
10Locked37.63627610
11Locked37.63627600
12Locked37.35598800
13Locked37.63627600
14Locked37.63627620
15Locked37.63627610
16Locked38.60537700
17Locked37.63627600
18Locked38.60537700
19Locked37.63627600
20Locked37.63627610
21Locked37.63627600
22Locked37.63627600
23Locked37.63627600
24Locked37.63627610
25Locked37.35598810
26Locked37.63627610
27Locked37.63627610
28Locked37.35598810
29Locked37.63627600
30Locked37.35598800
31Locked37.63627600
 

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159964K1880QAM4096759



3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked414.97160923270

3.0 Upstream channels

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

14620000037.5205995120 KSym/sec64QAM3
23940000037.2705995120 KSym/sec64QAM4
35370000037.2705995120 KSym/sec64QAM2
46030000038.2705995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0010
3US_TYPE_STDMA0010
4US_TYPE_STDMA0010

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
87dsfd;kfoA,.iyewrkldJKDHSUBs


Primary Downstream Service Flow

SFID
15390
Max Traffic Rate
230000061
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow

SFID
15389
Max Traffic Rate
22000061
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort

Zoie_P
Forum Team (Retired)
Forum Team (Retired)

Hi Samosa, 

Thank you for your post, I am sorry to hear you are having a similar issue.

Can you please give us some more info on what is going on? Is the issue exactly the same?

I have checked our systems and can see you have not rebooted in 11days, could you do a reboot to see if this helps?
How is it all looking? Keep us posted 😄

Zoie

Hi Zoie,

I believe the same issue. On the router's UI it reports the connection on routers WAN port is 100mb, this is supported by various wired speed-checks which average around 87-91mb. Rebooting the Hub seems to fix the issue until it re-occurs, it was more frequent in the last couple of months however since the last reboot 11 days ago it's not re-occurred yet and currently routers UI is reporting the WAN connection at 1gb. 

Just for kicks, I've rebooted the hub again.

 

 

 

Hi 

Im having the same issue 1gig service but its up and down terribly often around 100Mbps. Ive rebooted the hub 4 in modem mode multiple times and even changed router. Still very unstable, its been like this since Friday 10th June 2022. Is there anything you can do to help please?

 

My modem stats:-

3.0 Downstream channels

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

253307500006.00000038.983261QAM25625
102107500008.09999838.983261QAM25610
112187500007.19999738.605377QAM25611
122267500006.50000038.983261QAM25612
132347500004.80000338.605377QAM25613
142427500004.50000038.983261QAM25614
152507500005.00000038.983261QAM25615
162587500004.19999740.366287QAM25616
172667500004.69999740.366287QAM25617
182747500004.19999738.983261QAM25618
192827500004.40000238.983261QAM25619
202907500004.19999738.983261QAM25620
212987500003.90000238.983261QAM25621
223067500004.50000040.366287QAM25622
233147500004.80000338.983261QAM25623
243227500006.00000040.366287QAM25624
263387500006.40000238.983261QAM25626
273467500006.00000038.983261QAM25627
283547500005.80000338.983261QAM25628
293627500006.30000338.983261QAM25629
303707500006.00000038.983261QAM25630
313787500006.59999838.983261QAM25631
323867500006.19999740.366287QAM25632
333947500006.00000038.983261QAM25633
344027500006.09999840.366287QAM25634
354107500005.30000338.983261QAM25635
364187500005.09999838.983261QAM25636
375227500004.69999738.983261QAM25637
385307500005.00000040.366287QAM25638
395387500004.30000338.983261QAM25639
405467500004.90000240.366287QAM25640



3.0 Downstream channels

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

25Locked38.98326100
10Locked38.98326100
11Locked38.60537700
12Locked38.98326100
13Locked38.60537700
14Locked38.98326100
15Locked38.98326100
16Locked40.36628700
17Locked40.36628700
18Locked38.98326100
19Locked38.98326100
20Locked38.98326100
21Locked38.98326100
22Locked40.36628700
23Locked38.98326100
24Locked40.36628700
26Locked38.98326100
27Locked38.98326100
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.98326100
32Locked40.36628700
33Locked38.98326100
34Locked40.36628700
35Locked38.98326100
36Locked38.98326100
37Locked38.98326100
38Locked40.36628700
39Locked38.98326100
40Locked40.36628700

 

I have the same issue - I tried posting this earlier and it showed however its now disappeared so Ill repost the below stats - could anyone help please? The modem has been rebooted multiple times and even put a new router in and still I get really unstable speeds often around 84mbps:-

3.0 Downstream channels

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

253307500006.00000038.983261QAM25625
102107500008.09999838.983261QAM25610
112187500007.19999738.983261QAM25611
122267500006.50000038.983261QAM25612
132347500004.80000338.605377QAM25613
142427500004.50000038.983261QAM25614
152507500005.00000038.983261QAM25615
162587500004.19999740.366287QAM25616
172667500004.69999740.366287QAM25617
182747500004.19999738.983261QAM25618
192827500004.40000238.605377QAM25619
202907500004.19999738.983261QAM25620
212987500003.90000238.983261QAM25621
223067500004.50000040.946209QAM25622
233147500004.80000338.983261QAM25623
243227500006.00000040.366287QAM25624
263387500006.40000238.983261QAM25626
273467500005.90000238.983261QAM25627
283547500005.80000338.983261QAM25628
293627500006.30000338.983261QAM25629
303707500006.00000038.983261QAM25630
313787500006.59999838.983261QAM25631
323867500006.19999740.366287QAM25632
333947500006.00000038.983261QAM25633
344027500006.09999840.366287QAM25634
354107500005.30000338.983261QAM25635
364187500005.00000038.983261QAM25636
375227500004.69999738.983261QAM25637
385307500005.00000040.366287QAM25638
395387500004.30000338.605377QAM25639
405467500004.90000240.366287QAM25640



3.0 Downstream channels

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

25Locked38.98326100
10Locked38.98326100
11Locked38.98326100
12Locked38.98326100
13Locked38.60537700
14Locked38.98326100
15Locked38.98326100
16Locked40.36628700
17Locked40.36628700
18Locked38.98326100
19Locked38.60537700
20Locked38.98326100
21Locked38.98326100
22Locked40.94620900
23Locked38.98326100
24Locked40.36628700
26Locked38.98326100
27Locked38.98326100
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.98326100
32Locked40.36628700
33Locked38.98326100
34Locked40.36628700
35Locked38.98326100
36Locked38.98326100
37Locked38.98326100
38Locked40.36628700
39Locked38.60537700
40Locked40.36628700



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked412.68662674871

Hi andrewglass3,

 

Thanks for posting, and sorry to hear you've been getting some slow speeds.

 

Looking at things from our side, everything looks to be within the specifications we would expect.

 

Can you confirm if you're testing on both a wired and wireless connection?

 

Alex_Rm

Hi Alex

Im testing wired. I get exactly the same issues if I test over wireless, however my main connection if via cat6 to router then cat 6 from router to modem.