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

[ozsat]

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?

.................................................

MOD EDIT: see message 109  for an update 

[awhea832]

Apologies but I don't have any ticket number as was over the phone. Perhaps quote this thread? Sorry.

[vassilis]

I am still stuck at 94Mb on a 1Gb contract for more than 2 weeks now. If the solution (as reported in the conversation) is to remotely reset the settings on the router can I ask somebody to look into this for me as well?

Best regards

Vassilis   

[Paul_DN]

Hi vassilis,

Thank you for reaching out to us in our community and welcome back, sorry to see you aren't getting your expected download speeds and that this has dropped from 1gb to 94mb, I was able to locate you on our system with the details we have for you and cannot see any issues which may be causing this, as our Router is in Modem mode and hasn't been rebooted for 20 Days please put it back in Router mode and remove yours so we can run some further checks.

Regards

Paul.

[legacy1]

---

@Paul_DN wrote:

..download speeds and that this has dropped from 1gb to 94mb, I was able to locate you on our system with the details we have for you and cannot see any issues which may be causing this...

---

[unisoft]

Area work yesterday, email from VM today saying it's done for area.

No disconnections in that time as was connected via zScaler for work.

Hub now plummeted to 94mbps on Ethernet. What a coincidence with nothing changed anywhere - not even a patch Tuesday.

Modem mode. Cat8.

Will monitor after reboot. See if it keeps coming back....

[unisoft]

---

@unisoft wrote:

Area work yesterday, email from VM today saying it's done for area.

No disconnections in that time as was connected via zScaler for work.

Hub now plummeted to 94mbps on Ethernet. What a coincidence with nothing changed anywhere - not even a patch Tuesday.

Modem mode. Cat8.

Will monitor after reboot. See if it keeps coming back....

---

Looks like a blip. After reboot yesterday seems to have kept the speed. Hopefully, stays that way...

[ozsat]

After many months without the 94Mb issue - this morning all four ports dropped down to 94Mb.

A reboot didn't fix it and neither did a mains reboot. But unplugging all devices for about 10 seconds and then reconnexted restored the 1000Mb links.

[johndm]

Does anyone have this issue with the Hub 5 or is it all Hub 4 related?

I asked for a Hub 5 to try months ago when I first had this issue myself but was refused point blank.

What has happened to the Hub 5 rollout, maybe everyone on the 1 gig service should be the first to get them?

Maybe one of the Mods could comment?

Regards

J

Just found this elsewhere on this forum, so when do we get them ?

Update 1st Sep 22: we've started to offer the Hub 5 as standard to new Gig1 customers. We'll continue to email out invites to other customers inviting them to upgrade to a Hub 5.

[carl_pearce]

---

@johndm wrote:

Does anyone have this issue with the Hub 5 or is it all Hub 4 related?

I asked for a Hub 5 to try months ago when I first had this issue myself but was refused point blank.

What has happened to the Hub 5 rollout, maybe everyone on the 1 gig service should be the first to get them?

Maybe one of the Mods could comment?

Regards

J

Just found this elsewhere on this forum, so when do we get them ?

Update 1st Sep 22: we've started to offer the Hub 5 as standard to new Gig1 customers. We'll continue to email out invites to other customers inviting them to upgrade to a Hub 5.

---

Stock shortages.

[ozsat]

It is a Hub 4 Firmware issue so Hub 5 should be fine. I'm told I can't have the Hub5 because I used a Wifi Pod (which I returned over 12 months ago) because it kept failing.