I'm a new customer looking for some assistance to understand why my speeds aren't as expected.
I had my broadband installed on Saturday. I signed up for Vivid 350. Using speedtest.net and trying modem mode and hardwiring my laptop to the Superhub etc. I can't seem to get anything quicker than 280mbps. Does this suggest I have been setup for 250 rather than 350 in error?
OK just to update this thread, spoke to customer support, apparently there is an issue impacting my area that is going to be addressed with an hour (fingers crossed).
Details from the chat with Customer Services:
at 11:11, Feb 4:
I have had a word with our IT expertise and explained the entire issue regarding the speed, upstream and all of the steps we have gone through. They have checked the system and found that the 'Data Corrupt Error' has caused the speed issue.
at 11:12, Feb 4:
They are now aware and the engineer has been scheduled on high priority to work on it.
Vidyasagar at 11:18, Feb 4:
Thank you for your time, Gareth.
The IT advisor has mentioned, "Slow speeds due to FEC errors on cable. Raised outage and staged work order #16084808."
The network log might reveal what was happening. As the stats sit, the downstream is fine. The upstream power is below the generally accepted threshold; if that is a fault with the hub's output, then there wouldn't be sufficient power to successfully push data back to the VM end. The VM bods can see whether or not there are data errors on the upstream.
If the network log show no T3 events but do show T4 events, then the modem is flapping (resetting) and that would most likely be a downstream issue; does that happen?
Upstream issues do affect downstream as ACKs back to a data source may not be going through.
The telephone support person said there were "FEC errors". "FEC" means Forward Error Correction and is conventionally applied to the customer's downstream. Of course your upostream is their downstream, but I don't think offshore support is that smart.
So please let's see the Network Log next. And a full repeat of the power levels.
@Sephiroth wrote: I can't see anything wrong. I would guess that the events on 02-Feb around 16:36 concerned a factory reset you did, hence the software download,
This is when the broadband was first installed by the engineer, assume he must have reset it.
If that's not the case, then what happened at 10:55 this morning or weren't you there?
This was when I did another reset which I was requested to do by the Customer service agent when troubleshooting the issue.
So everything works fine, it mostly gets mid to high 200mbps which would be fine if I wasn't paying for 350! Que the chat to customer services this morning where after about 45mins of going through the standard script to troubleshoot all the things I'd already checked they told me there was a FEC issue affecting my area, that a ticket had been raised and this would not only resolve my speed issue it would also resolve my low(ish) upstream level in 30/40 minutes, needless to say nothing has changed 9 hours on.
So, my analysis was essentially correct. There is nothing wrong with the circuit itself. If the upstream power was actually too low, you'd have a whole series of T3s and T4s in the network log.
FEC noise would show in the downstream stats as post-RS (uncorrectable) errors. There are none. The agent was either pulling your plonker or had found upstream noise which we can't see, but I don't think they can either.
The VM bods will get to this thread in about a week and have tools to say what's wrong, if anything and tell you what the ticket reference is.