M500 Still Slow

[jkap]

Experienced significant speed issues since December of last year - things have not really improved despite the various lockdown easing measures etc. Looks like our area is still suffering from over utilisation? Most frustratingly upstream tanks during the week and as we are still working from home it's really causing issues.

I've tried wired, wireless, router reboots/resets/pinhole etc etc. Upstream refuses to remain locked at 64 qam across all 4 channels.

BQM with lots of data: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cdf60adb0e3141655415fbb8b0261d84131ebe02

Router stats:

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

1	723000000	-3	38	256 qam	40
2	539000000	0	40	256 qam	17
3	547000000	0.2	40	256 qam	18
4	555000000	0	40	256 qam	19
5	563000000	-0.4	40	256 qam	20
6	571000000	-0.7	40	256 qam	21
7	579000000	-0.9	40	256 qam	22
8	587000000	-0.9	40	256 qam	23
9	595000000	-0.7	40	256 qam	24
10	603000000	-0.7	40	256 qam	25
11	611000000	-0.7	40	256 qam	26
12	619000000	-0.9	40	256 qam	27
13	627000000	-1.2	38	256 qam	28
14	635000000	-1.5	38	256 qam	29
15	643000000	-1.7	40	256 qam	30
16	651000000	-1.7	40	256 qam	31
17	659000000	-1.7	40	256 qam	32
18	667000000	-1.5	40	256 qam	33
19	675000000	-1.5	38	256 qam	34
20	683000000	-2	38	256 qam	35
21	691000000	-2.2	40	256 qam	36
22	699000000	-2.5	40	256 qam	37
23	707000000	-2.9	38	256 qam	38
24	715000000	-3.2	38	256 qam	39

Downstream bonded channels

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

1	Locked	38.6	1479	0
2	Locked	40.9	760	0
3	Locked	40.3	850	0
4	Locked	40.9	784	0
5	Locked	40.3	1124	3
6	Locked	40.3	880	0
7	Locked	40.9	906	6
8	Locked	40.9	816	0
9	Locked	40.3	862	0
10	Locked	40.3	810	1
11	Locked	40.3	826	0
12	Locked	40.3	801	0
13	Locked	38.9	926	0
14	Locked	38.9	913	0
15	Locked	40.3	1257	0
16	Locked	40.3	904	0
17	Locked	40.3	889	0
18	Locked	40.3	740	0
19	Locked	38.9	832	0
20	Locked	38.9	986	0
21	Locked	40.3	984	0
22	Locked	40.3	1050	3
23	Locked	38.9	1276	2
24	Locked	38.9	1413	0

[Akua_A]

Thank you for letting me know @jkap.

I have had a look into your account and there is currently an outage in your area that may be affecting your service. Our team is currently working to resolve this and the estimated fix time is 12 JAN 2022 15:00. Please let me know if the issue persists after this and we will do our best to help from here.

Thanks, 

[jkap]

Hi Akua_A,

Given this issue has persisted for over a year now, I doubt this is the cause. Nevertheless, I've checked and the fault you referenced appears "resolved" and I have a whopping 0.8 Mbps upload on a M500 connection. All channels are on 16 qam and lots of latency, errors etc. 

I've also restarted the router (full power down, unplug cables etc) which has - as always - done nothing to improve the situation.

[Steven_L]

Thanks for coming back to us @jkap.

I have looked into your account and cannot see any further issues, as it has been a few days since the fault was resolved. 

How is your connection behaving at the moment?

Regards,

Steven_L

[jkap]

Hi Steven,

Still facing the same issues as have for the past year+. Upload drops to miserable speeds during the day, latency spikes horrendously. If I essentially use any upstream the connection tanks. This is wired, wireless, etc. The issue as others have pointed out is likely you’ve over sold connections in the area so it’s unlikely you’ll fix it, but I’ve persevered this far so I might as well keep trying.

[Zak_M]

Thank you for coming back to us. 

I have again this morning checked over your account & I can see that everything appears to be with in the expected specs. 

Do you still have a BQM running? If so please could you share this with us? 

Kind regards,

Zak_M

[jkap]

Hi Zak,

Yep, I've had a BQM set up and running for well over a year now, you can find the graphs here. I do appreciate your help but clearly there is a problem somewhere here in your network. The second I use the lightest amount of upstream on my connection, it tanks. See here as an example. I've had virgin for many years, yet since moving house a year ago it's been nothing but issues.

Upstream stats as of this morning - all upstream channels down to 16 qam again.

Upstream bonded channels

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

1	39400000	45	5120	16 qam	6
2	46199737	45.5	5120	16 qam	5
3	25800000	44.7	5120	16 qam	8
4	32600000	45	5120	16 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

[Robert_P]

Thanks for letting us know jkap, we've taken another look and all of the level's are all within the ranges we'd expect to see. I'd like to take a look at the speeds, latency and packet loss but as the hub is currently in modem mode it's limiting the information we can see.

Can you pop it into router mode for 24 hours and let us know so we can take a look at these please?

Rob

[jkap]

Hi Rob,

As you can probably see from this thread and my account, I've turned the router into hub mode, modem mode, restarted, reset, replaced etc. It's very much not a hub issue, and it's not an issue with the equipment in my house (wired, wirless or otherwise). As I need the hub in modem mode to actually have wifi in the house for work, I'm not willing to spend another week faffing about.

I've attached pictures from my router which provides speeds over the last week during the day - as you can see, downstream is fantastic, upstream is not. It looks like an over-utilisation problem in my area, or a cable fault either at my house or the box (or somewhere inbetween). How do we go about reporting and resolving this once and for all?

[jkap]

Even worse again today. Upload should be 10x that value.

[Zak_M]

Thank you for coming back to us @jkap. 

Rob wasn't suggesting that the router was at fault, we are limited to the tests we are able to run when the router is in modem mode & that was why he asked for it to be returned. 

From checking the account including the networking ones, everything is where we would expect it to be. 

I have also checked the upload speeds, on average over the last month they have been where, they are expected. 

Are these tests done via a wired connection? 

Kind regards,

Zak_M