Menu
Reply
Natalie_L
  • 3.06K
  • 128
  • 257
Forum Team
Forum Team
413 Views
Message 11 of 26
Flag for a moderator

Re: Just had Gig1 added to my service - Massive change in variability but no real speed increase

Hi Thwaker

 

Thank you for reaching out to us here on on the Community. 

 

I am very sorry to hear you are experiencing issues with your service. 

 

Having looked at the information you have provided and also checking the account, I believe we will need to run some further checks and potentially arrange a technician visit. 

 

To do this, I will just need to send you a private message to grab a few more details. I will pop this over now and you can access the message via the purple envelope on the top right of this page. 

 

Speak soon

Nat
0 Kudos
Reply
Thwaker
  • 24
  • 0
  • 2
Tuning in
384 Views
Message 12 of 26
Flag for a moderator

Re: Just had Gig1 added to my service - Massive change in variability but no real speed increase

Have responded to PM - can you check and confirm technician visit please.

0 Kudos
Reply
Lee_R
  • 3.64K
  • 176
  • 360
Forum Team
Forum Team
348 Views
Message 13 of 26
Flag for a moderator

Re: Just had Gig1 added to my service - Massive change in variability but no real speed increase

Hi @Thwaker

We've booked your requested technician.  Please can you view your online account to check?  You can do so here.

Regards

 

Lee_R

0 Kudos
Reply
Thwaker
  • 24
  • 0
  • 2
Tuning in
284 Views
Message 14 of 26
Flag for a moderator

Re: Just had Gig1 added to my service - Massive change in variability but no real speed increase

Thanks for booking the engineer Lee.

Had engineer visit today - all signal levels are correct now but BB performing worse / same as before.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7127de4d8eef4786eb3842f1039978a0b94efcca

 

Thwaker_0-1628909304293.png

 

Thwaker_1-1628909492469.png

 

But speeds still slow - engineer saw the speed and agreed it was slow but all the local cable stuff was fine, so could do no more...

What's the next things that can be done to fix the issue ? - the current speeds are below the min guarantee 

 

0 Kudos
Reply
Thwaker
  • 24
  • 0
  • 2
Tuning in
283 Views
Message 15 of 26
Flag for a moderator

Re: Just had Gig1 added to my service - Massive change in variability but no real speed increase

Cable Modem 

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
 
 
0 Kudos
Reply
Thwaker
  • 24
  • 0
  • 2
Tuning in
282 Views
Message 16 of 26
Flag for a moderator

Re: Just had Gig1 added to my service - Massive change in variability but no real speed increase

3.0 Downstream channels

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

11387500009.30000337.636276QAM2561
21467500008.59999837.636276QAM2562
31547500008.40000237.355988QAM2563
41627500008.00000037.355988QAM2564
51707500007.90000237.636276QAM2565
61787500007.69999737.636276QAM2566
71867500007.40000237.636276QAM2567
81947500007.30000337.636276QAM2568
92027500007.00000037.636276QAM2569
102107500007.00000038.605377QAM25610
112187500006.59999837.636276QAM25611
122267500006.00000037.636276QAM25612
132347500005.09999837.636276QAM25613
142427500005.30000337.636276QAM25614
152507500005.69999737.636276QAM25615
162587500006.09999838.605377QAM25616
172667500005.80000338.605377QAM25617
182747500005.30000338.605377QAM25618
192827500004.90000238.605377QAM25619
202907500004.69999738.605377QAM25620
212987500004.59999838.605377QAM25621
223067500005.00000038.605377QAM25622
233147500005.00000038.605377QAM25623
243227500005.19999738.605377QAM25624
253307500005.50000038.983261QAM25625
263387500005.30000338.983261QAM25626
273467500003.50000038.983261QAM25627
283547500003.00000038.983261QAM25628
293627500003.00000038.983261QAM25629
303707500003.20000138.605377QAM25630
313787500003.00000038.983261QAM25631



3.0 Downstream channels

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

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



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM4096424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked402.35291798470
0 Kudos
Reply
Thwaker
  • 24
  • 0
  • 2
Tuning in
281 Views
Message 17 of 26
Flag for a moderator

Re: Just had Gig1 added to my service - Massive change in variability but no real speed increase

3.0 Upstream channels

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

13260000046.7705995120 KSym/sec64QAM5
25370000050.7705995120 KSym/sec64QAM2
34620000049.7705995120 KSym/sec64QAM3
43940000048.0205995120 KSym/sec64QAM4



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0010
4US_TYPE_STDMA0000
0 Kudos
Reply
Thwaker
  • 24
  • 0
  • 2
Tuning in
280 Views
Message 18 of 26
Flag for a moderator

Re: Just had Gig1 added to my service - Massive change in variability but no real speed increase

Network Log

Time Priority Description

Fri Aug 13 09:37:46 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:37:50 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:38:41 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:38:42 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:38:58 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:39:01 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:39:07 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:39:12 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:29 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:29 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:30 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:30 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:32 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:33 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:33 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:52 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:52 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:45:48 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:46:19 20216CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:48:28 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:48:34 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:48:42 20216CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:29 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:33 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:33 20216CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:33 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:36 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:42 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:59:24 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:59:28 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:59:46 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:59:50 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:08:33 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:08:34 20216CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:08:37 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:08:44 20216CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:10:43 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:10:49 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:11:14 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:13:35 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:13:40 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:13:55 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:19:53 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:19:58 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
0 Kudos
Reply
Zach_R
  • 1.47K
  • 45
  • 94
Forum Team
Forum Team
202 Views
Message 19 of 26
Flag for a moderator

Re: Just had Gig1 added to my service - Massive change in variability but no real speed increase

Hi @Thwaker,

Thank you for getting back to us, and apologies for the delayed response. I'm very sorry to hear that after the engineer visit you still seem to be having some trouble.

Is this problem ongoing for you today? If so, can you confirm what problems you're experiencing when using the connection and service?

Thanks,
 



Zach - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
lotharmat
  • 3.53K
  • 241
  • 649
Community elder
194 Views
Message 20 of 26
Flag for a moderator

Re: Just had Gig1 added to my service - Massive change in variability but no real speed increase

If there are problems with disconnection and lack of speed - could be cause by the large spread of power in D/S (3 --> 9.3)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply