on 29-04-2021 14:42
Hi,
We are getting speeds of about 200-250 - this can be resolved with a modem reset (its in Modem Mode) but after a few hours/days the speed drops again. Upload speed seems to be stable.
We upgraded from M250 to M500 but got better speeds on the old tariff.
Online service checks says that there isn't a problem.
We use Unifi equipment with CAT7 Cables so I don't think our network os the problem and internal LAN speeds are normal at all times.
Any help or Suggestions.
on 02-05-2021 11:54
Checked today still only getting speeds of 200Mbps
Wonder if someone can check my hub stats
Super Hub Logs are:
Item Status Comments
Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 7.4 38 256 qam 9
2 211000000 7.4 38 256 qam 10
3 219000000 7.3 38 256 qam 11
4 227000000 7.4 38 256 qam 12
5 235000000 7 38 256 qam 13
6 243000000 7 38 256 qam 14
7 251000000 6.9 38 256 qam 15
8 259000000 6.5 38 256 qam 16
9 267000000 6.5 38 256 qam 17
10 275000000 6.5 38 256 qam 18
11 283000000 6 38 256 qam 19
12 291000000 6.3 38 256 qam 20
13 299000000 6.5 38 256 qam 21
14 307000000 6.4 38 256 qam 22
15 315000000 6 38 256 qam 23
16 323000000 6.1 38 256 qam 24
17 331000000 6 38 256 qam 25
18 371000000 6.1 38 256 qam 26
19 379000000 5.9 38 256 qam 27
20 387000000 5.4 40 256 qam 28
21 395000000 5.8 40 256 qam 29
22 403000000 5.5 40 256 qam 30
23 411000000 5.3 38 256 qam 31
24 419000000 5 40 256 qam 32
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 69 0
2 Locked 38.9 86 0
3 Locked 38.9 48 0
4 Locked 38.9 59 0
5 Locked 38.6 75 0
6 Locked 38.9 50 0
7 Locked 38.6 65 0
8 Locked 38.9 93 0
9 Locked 38.9 55 0
10 Locked 38.9 62 0
11 Locked 38.9 82 0
12 Locked 38.9 46 0
13 Locked 38.9 70 0
14 Locked 38.9 228 0
15 Locked 38.6 169 0
16 Locked 38.9 63 0
17 Locked 38.9 38 0
18 Locked 38.9 44 0
19 Locked 38.9 54 0
20 Locked 40.3 97 0
21 Locked 40.3 65 0
22 Locked 40.3 52 0
23 Locked 38.6 66 0
24 Locked 40.3 50 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 36.8 5120 64 qam 5
2 53700000 38.3 5120 64 qam 2
3 39400000 37 5120 64 qam 4
4 46200000 37.5 5120 64 qam 3
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 1 0
Network Log
Time Priority Description
02/05/2021 10:48:56 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2021 10:35:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 20:42:38 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 20:42:5 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 06:29:52 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 04:46:21 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 04:27:0 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 05:49:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 16:27:0 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 11:27:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 04:27:0 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 00:03:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 16:27:0 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 08:20:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 04:27:0 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 17:16:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 16:27:0 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2021 22:16:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2021 04:27:0 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2021 20:32:21 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
on 03-05-2021 12:08
Hi @nridgway,
Welcome to our Community Forums and thanks for posting.
Sorry to hear you are having problems with slow broadband speeds.
Have you carried out a speed test on a wired connection?
I have taken a look at your account and there's no area outage that could be causing this. I can see you also rebooted your hub 23 hours ago.
Are you able to take the hub out of Modem Mode so I can carry out further diagnostics?
on 03-05-2021 15:25
Have you carried out a speed test on a wired connection?
Yes - I can also do a speed test directly from our router as we use Unifi equipment. After a modem reboot it goes to normal speed but then drops - currently getting 200Mbps
Are you able to take the hub out of Modem Mode so I can carry out further diagnostics?
I an only do this at an arranged time as we the network is setup to use it in modem mode so will need some changes.
Additional Info
When we had trouble before the engineer said that they had taken the cable from the wrong cabinet - about 300m away. He said it was strange as they is one about 50m away, which they said could be causing problems.
on 03-05-2021 15:38
Thanks for popping back @nridgway
Do let us know when you are able to put the hub in router mode and we can take it from there 🙂
on 15-07-2021 11:56
Hi,
I've been through the process with an engineer of putting it into router mode, which did not solve the problem.
An engineer was book to come out but the speed recovered the day before so this was cancelled. but as you can see from the attached photo - from the 9/7 the speed has dropped again to around 95mb (we are on M500).
If this is not fixed I'm going to cancel my contract.
As you can see from the graphs - the drop happened on the 5/7 (no hardware of setup was changed at this point)
BTW your online chat is no use, theres a 45 minute queue and when you get through they just tell you to do a reset.
last 10 days
Last 45 days
on 15-07-2021 12:34
Well, for what its worth the power levels and SNR are all within spec at least at the time you took them.
Your network logs on the other hand dont look so clever.
Lots of T3 timeouts suggest some sort of upstream issue, or at the least at certain times of the day.
I take it you turned it off and on again recently, at that would reset the count.
The only things you can do as a customer is a factory reset via the pinhole at the back, and check the coax cable is in good and tight.
Short of that I'm afraid you are in virgins hands.
Unless anyone else here has a better idea?
on 15-07-2021 14:33
Thanks for your post and welcome to the Community Forums, nridgway,
Sorry to hear that you have been having on-going issues with your broadband connection. I have sent you a private message to confirm your account details.
Cheers,
Corey C
on 16-07-2021 13:38
Thanks for your message and clearing data protection, nridgway,
I've run some remote diagnostics on your connections, and it does indicate that you are currently being affected by a local area fault for SNR issues ref#F009164076 and we are working to get this sorted as quickly as possible. The current ETA fix time is 23 JUL 2021 09:00. Apologies again for the inconvenience.
Cheers,
Corey C
on 16-07-2021 21:19
So will the Uplink problems be fixed as mentioned above?
How come this has not been found before? We had 3 conversations with your so called technical department who has not seen the fault?
So now we are paying full price for a service that is working at one fifth of what we are contracted to for about 3 weeks? And you have said you will not reduce our bill for the days we are not getting the advertise speed because we are getting some service.