on 14-05-2021 16:37
Hi,
Signed up for 100m in December, and was initially impressed, having only ever had 30mb in old property.
But we have continually had issues with connections being dropped, or stuttering / when doing basic stuff like trying to have a Zoom call (like my 30mb internet could handle easily).
Whenever i check the speed, this is always down on what we are 'paying' for. over the last two weeks for example i have not seen it over 50mb download (Usually around 45mb)....but should be getting 100mb.
I have tried to reset router, and have checked connections but still low speeds... but Router says everything is operating correctly
I have also suffered issues with my Macbook 'loosing' connection, and usually have to reboot or turn wifi on/off...But want other issue resolved first, as seems to be getting worse.
Answered! Go to Answer
on 16-05-2021 07:26
Downstream power is too low - I've flagged for forum staff to advise, they'll book a technician to fix this unless it's a known fault already being worked on.
on 14-05-2021 18:35
Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time.
Then we can check for any obvious problems with power, noise or error counts.
on 14-05-2021 19:30
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 475000000 | -4.5 | 38 | 256 qam | 9 |
2 | 411000000 | -4.2 | 40 | 256 qam | 1 |
3 | 419000000 | -4.2 | 40 | 256 qam | 2 |
4 | 427000000 | -4 | 40 | 256 qam | 3 |
5 | 435000000 | -4.2 | 38 | 256 qam | 4 |
6 | 443000000 | -4.2 | 40 | 256 qam | 5 |
7 | 451000000 | -4.4 | 40 | 256 qam | 6 |
8 | 459000000 | -4.5 | 38 | 256 qam | 7 |
9 | 467000000 | -4.5 | 38 | 256 qam | 8 |
10 | 483000000 | -4.7 | 38 | 256 qam | 10 |
11 | 491000000 | -4.7 | 38 | 256 qam | 11 |
12 | 499000000 | -5 | 38 | 256 qam | 12 |
13 | 507000000 | -4.9 | 38 | 256 qam | 13 |
14 | 515000000 | -5 | 38 | 256 qam | 14 |
15 | 523000000 | -5 | 38 | 256 qam | 15 |
16 | 531000000 | -5.2 | 38 | 256 qam | 16 |
17 | 539000000 | -5.2 | 38 | 256 qam | 17 |
18 | 547000000 | -5.2 | 38 | 256 qam | 18 |
19 | 555000000 | -4.9 | 40 | 256 qam | 19 |
20 | 563000000 | -4.9 | 38 | 256 qam | 20 |
21 | 571000000 | -5.4 | 38 | 256 qam | 21 |
22 | 579000000 | -5.5 | 38 | 256 qam | 22 |
23 | 587000000 | -5.4 | 40 | 256 qam | 23 |
24 | 595000000 | -5.2 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 94 | 0 |
2 | Locked | 40.3 | 95 | 0 |
3 | Locked | 40.3 | 29 | 0 |
4 | Locked | 40.3 | 32 | 0 |
5 | Locked | 38.9 | 66 | 0 |
6 | Locked | 40.3 | 46 | 0 |
7 | Locked | 40.3 | 43 | 0 |
8 | Locked | 38.9 | 38 | 0 |
9 | Locked | 38.9 | 63 | 0 |
10 | Locked | 38.9 | 63 | 0 |
11 | Locked | 38.9 | 60 | 0 |
12 | Locked | 38.9 | 96 | 0 |
13 | Locked | 38.9 | 76 | 0 |
14 | Locked | 38.9 | 73 | 0 |
15 | Locked | 38.9 | 237 | 0 |
16 | Locked | 38.6 | 103 | 0 |
17 | Locked | 38.9 | 149 | 0 |
18 | Locked | 38.9 | 169 | 0 |
19 | Locked | 40.3 | 91 | 0 |
20 | Locked | 38.6 | 75 | 0 |
21 | Locked | 38.9 | 142 | 0 |
22 | Locked | 38.9 | 169 | 0 |
23 | Locked | 40.3 | 115 | 0 |
24 | Locked | 38.6 | 239 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 50 | 5120 | 64 qam | 1 |
2 | 53700000 | 49.5 | 5120 | 64 qam | 2 |
3 | 46200000 | 49.3 | 5120 | 64 qam | 3 |
4 | 39400000 | 49 | 5120 | 64 qam | 4 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 5 | 0 |
2 | ATDMA | 0 | 0 | 10 | 0 |
3 | ATDMA | 0 | 0 | 13 | 0 |
4 | ATDMA | 0 | 0 | 5 | 0 |
22/04/2021 23:15:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 14-05-2021 19:31
Network Log
Time Priority Description
14/05/2021 14:45:9 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/05/2021 04:44:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/05/2021 22:17:3 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/05/2021 08:04:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 18:06:42 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 18:06:32 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 17:49:20 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/05/2021 17:46:34 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/05/2021 12:11:53 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/05/2021 10:17:2 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/05/2021 01:01:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/05/2021 22:26:33 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/05/2021 12:00:23 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/05/2021 11:40:39 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/05/2021 09:07:36 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/04/2021 21:10:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/04/2021 21:07:36 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/04/2021 09:20:3 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/04/2021 09:07:36 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MA |
on 16-05-2021 07:26
Downstream power is too low - I've flagged for forum staff to advise, they'll book a technician to fix this unless it's a known fault already being worked on.
on 16-05-2021 11:27
Hi @mrBishop,
Welcome to our Community Forums and thank you for posting.
I am sorry to hear you are having issues with your broadband.
I have taken a look at your account as as advised by @Andrew-G, your downstream power levels are out of spec. As such I will need to book you a technician visit.
Will follow up with you via PM now as we need to confirm your address before an appointment can be booked 🙂
Speak soon.
on 17-05-2021 13:31
Hi @mrBishop
Thank you for providing me with your address via PM.
I have booked the first available engineer appointment for you. Should you find this not suitable, feel free to re-schedule via your online account.
Let me know how the visit goes 🙂
on 14-06-2021 16:31
Hi @mrBishop,
Thank you for your PM.
I am sorry to hear you are having some issues with your broadband speed.
Can I ask if this is also impacting wired connections as I note the speed test results you sent via PM was on WiFi?
How have things been performing since the technician visit we booked last month? Do you having any other issues with the service?
on 07-01-2022 11:50
I've had speed fluctuations from 56Mbps to 88 Mbps for my 200Mbps speed package for the last few weeks. As like other customers, should we not be getting somewhere close to what we pay for? Superhub 3 rebooted and computer working fine. Tried calling helpdesk on 0845 and sales team on 0800 xxxxxx to discuss but on hold for over an hour or disconnected/cut off
on 09-01-2022 12:31
Hi @steve3961uk,
Welcome back to our Community Forums! Thank you for your post, and I'm sorry to hear that this has been your experience with us and with our call queues. I can understand how frustrating this can be.
I understand that your issue is similar to that of the original poster of this thread. We would advise that next time, it would be best to create a thread separate for your issue. This is because even though your issues may be similar, they may need a different resolution.
However, I was able to locate your account on our system, and after running some checks, I can see that your downstream power levels are out of specification and could be responsible for your ongoing speed issues. As we're unable to resolve this issue remotely, we will require for a technician to attend your property to look into this issue further. I will send you a Private Message to confirm a few details, so please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.
Thank you.