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My upload speed has died overnight

My upload speed used to average between 7mbs to 11mbps, but since Thursday night (5th Nov) I’m getting between 100kbps and 500kbps. A service status check flags up no problems in my area. I’ve never had trouble in the past. Any help would be appreciated.

Graeme. 

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Alessandro Volta
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Re: My upload speed has died overnight

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: My upload speed has died overnight

Thanks for the reply, here is all the information you asked for.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bc533b6b96c1dbcba353b38cd99c7fdffc...

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 171000000 2.5 38 256 qam 5
2 139000000 3.2 38 256 qam 1
3 147000000 3.2 38 256 qam 2
4 155000000 3 38 256 qam 3
5 163000000 2.9 38 256 qam 4
6 179000000 2.2 38 256 qam 6
7 187000000 1.9 38 256 qam 7
8 195000000 1.5 38 256 qam 8
9 203000000 1.4 38 256 qam 9
10 211000000 1 38 256 qam 10
11 219000000 0.5 38 256 qam 11
12 227000000 0 38 256 qam 12
13 235000000 -0.2 38 256 qam 13
14 243000000 -0.9 38 256 qam 14
15 251000000 -1.7 38 256 qam 15
16 259000000 -1.5 38 256 qam 16
17 267000000 -1 38 256 qam 17
18 275000000 -1.2 38 256 qam 18
19 283000000 -1.4 38 256 qam 19
20 291000000 -1.4 38 256 qam 20
21 299000000 -1 38 256 qam 21
22 307000000 -1.2 38 256 qam 22
23 315000000 -1.5 38 256 qam 23
24 323000000 -1.5 38 256 qam 24

 

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 24 0
2 Locked 38.9 12 0
3 Locked 38.9 18 0
4 Locked 38.9 24 0
5 Locked 38.9 18 0
6 Locked 38.9 11 0
7 Locked 38.6 10 0
8 Locked 38.9 11 0
9 Locked 38.6 4 0
10 Locked 38.6 11 0
11 Locked 38.9 6 0
12 Locked 38.6 6 0
13 Locked 38.9 5 0
14 Locked 38.6 11 0
15 Locked 38.6 10 0
16 Locked 38.6 1 0
17 Locked 38.6 20 0
18 Locked 38.6 13 0
19 Locked 38.9 19 0
20 Locked 38.6 10 0
21 Locked 38.6 8 0
22 Locked 38.6 8 0
23 Locked 38.6 6 0
24 Locked 38.6 8 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 4 5120 32 qam 6
2 32600000 4.05 5120 32 qam 5
3 39400085 4.05 5120 64 qam 4
4 46200000 4.3 5120 64 qam 3

 

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0
0

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
v9873254k;fg87dsfd;kfoA,.

 

Primary Downstream Service Flow
SFID 11228
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0

 

Primary Upstream Service Flow
SFID 11227
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort


Network Log
Time Priority Description
06/11/2020 20:12:34 critical REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 20:12:34 Error T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 19:07:29 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 19:07:15 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2020 02:10:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:18:43 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:18:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:15:38 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:14:55 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:14:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:14:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:14:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:14:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:09:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:09:45 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:09:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:09:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:09:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:09:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 14:09:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 4 of 10
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Re: My upload speed has died overnight

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Alessandro Volta
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Re: My upload speed has died overnight

Your Downstream Power Levels although individually are within spec, the differential between the lowest at -1.7dbMv and the highest at +3.2dBmV is too great.

Your Upstream has two of the four channels at 32 QAM, they should all be at 64 QAM.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: My upload speed has died overnight

Much appreciated for the help. I'll tell them the information you've given me when I ring them in the morning. 

Thanks again, Graeme

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Alessandro Volta
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Re: My upload speed has died overnight


@Grazza87 wrote:

Much appreciated for the help. I'll tell them the information you've given me when I ring them in the morning. 

Thanks again, Graeme


Don't get technical with them, just explain that the uploads aren't working properly.

If you mention differentials or QAMs they will look at their scripts, see it isn't there and tell you to reboot and it will be ok.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: My upload speed has died overnight

I’ve spoken to them on the phone and they said it was an area issue, I’ve since had a text saying the issue is fixed yet still have the same problem. Can I request an engineer to come out or do they send one when their ready? 

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Re: My upload speed has died overnight


@Grazza87 wrote:

I’ve spoken to them on the phone and they said it was an area issue, I’ve since had a text saying the issue is fixed yet still have the same problem. Can I request an engineer to come out or do they send one when their ready? 


No, you'll have to contact them again and state that your problem still persists.

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Message 10 of 10
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Re: My upload speed has died overnight

Another hour down on the phone to be cut off

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