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Not getting close to minimum speeds for past week

For the past week, maybe week and a half, we have not been hitting the bare minimum guaranteed speeds for our package M350. 

Every speed test that we've done has resulted in us having between 30-40mbps download and between 0.5 and 2 mbps upload. Considering that mine and my partners work requires having video conferences and streaming we're unable to even start our connections with this amount.

The M350 package router that we had was brand new, and as of today we are now on the Gig1 package with the new hub 4. But the speeds are still abysmal.

For the price we are paying, aren't we supposed to expect a speed that is put down as guaranteed minimum?

 

For information sake, i've completed all the steps giving on the help pages:
- Turn off router, wait, turn back on
- Unplug router, wait, turn back on
- diagnostic tests run from VMs own browser pages
- Only having 1 device connected
- Wifi is also of a similar bad speed.

This only started within the last 7-8 days. 

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Alessandro Volta
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Message 2 of 10
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Re: Not getting close to minimum speeds for past week

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 …

 

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 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 and Network Log tabs onto here, if you get a yellow 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
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: Not getting close to minimum speeds for past week

Hi,

Thanks for a quick reply. I've already checked the service status and it can't run a test because we're on the hub 4. As for ringing, it doesn't seem to be able to find any faults in our area. 

I've already made a BQM that can be seen here:  BQM 

As for the check router status. There is a link before I log in, but you've mentioned to log in first if using a hub 4. If I log in, I can no longer find a check router status link. I only see the below:

Proxima_0-1603465468469.png

Please advise

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Re: Not getting close to minimum speeds for past week

Can you see the Check Router Status link before you log in ?

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

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

My Broadband Ping - 26_Aug_2020
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Re: Not getting close to minimum speeds for past week

I managed to find the information under: Advanced Settings > Tools > Network Status. Please see the below:#

3.0 Downstream channels

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

2533075000012.59999838.983261QAM25625
113875000012.40000238.983261QAM2561
214675000011.80000338.605377QAM2562
315475000011.40000238.983261QAM2563
416275000011.50000038.983261QAM2564
517075000011.50000038.605377QAM2565
617875000011.50000038.983261QAM2566
718675000011.50000038.605377QAM2567
819475000011.59999838.983261QAM2568
920275000011.50000038.983261QAM2569
1021075000011.50000038.983261QAM25610
1121875000011.30000338.605377QAM25611
1222675000011.40000238.983261QAM25612
1323475000011.40000238.605377QAM25613
1424275000011.50000038.983261QAM25614
1525075000011.30000338.983261QAM25615
1625875000011.40000238.605377QAM25616
1726675000011.50000038.605377QAM25617
1827475000011.69999738.983261QAM25618
1928275000011.59999838.983261QAM25619
2029075000011.59999838.983261QAM25620
2129875000010.90000238.605377QAM25621
2230675000011.30000338.983261QAM25622
2331475000011.80000338.983261QAM25623
2432275000012.40000238.983261QAM25624
2637075000012.59999840.366287QAM25626
2737875000012.80000338.983261QAM25627
2838675000012.80000338.983261QAM25628
2939475000012.90000240.366287QAM25629
3040275000012.59999840.366287QAM25630
3141075000012.50000038.983261QAM25631



3.0 Downstream channels

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

25Locked000
1Locked28664262700
2Locked28121115400
3Locked28644955800
4Locked28571830100
5Locked28549238400
6Locked28564152500
7Locked28585400000
8Locked15911825500
9Locked30822880500
10Locked15869417500
11Locked15920624600
12Locked15762179500
13Locked15715743800
14Locked15658829600
15Locked15750583100
16Locked16328055900
17Locked16371595600
18Locked16328036100
19Locked16344012800
20Locked16439052300
21Locked16380374100
22Locked16379225700
23Locked16448396300
24Locked20385607300
26Locked20403480200
27Locked20374418800
28Locked20353920800
29Locked19930598500
30Locked19219623800
31Locked35914618000



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159784K1520QAM4096424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked 13.743586920
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Message 6 of 10
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Re: Not getting close to minimum speeds for past week

3.0 Upstream channels

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

12580000033.0205995120 KSym/sec8QAM12
23260000033.0205995120 KSym/sec64QAM11
33940000033.0205995120 KSym/sec64QAM10
44620000033.5205995120 KSym/sec64QAM9



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
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Re: Not getting close to minimum speeds for past week

Network Log

Time Priority Description

Fri 23/10/2020 13:55:505MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/10/2020 13:55:513Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/10/2020 13:55:514T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/10/2020 13:55:513REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/10/2020 13:57:345MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/10/2020 13:57:405REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/10/2020 13:57:405RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/10/2020 13:57:586SW Download INIT - Via Config file g87dsfd;kfoA,.iyewrkldJKD
Fri 23/10/2020 13:59:306SW download Successful - Via Config file
Thu 01/01/1970 00:02:145ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/10/2020 14:02:355MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/10/2020 14:28:584DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 23/10/2020 14:28:586DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Re: Not getting close to minimum speeds for past week

Downstream power levels are probably too high, upstream look too low (and the upstream modulation is wrong).  I'll flag for the forum staff to advise.

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Re: Not getting close to minimum speeds for past week

Thank you!
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Re: Not getting close to minimum speeds for past week

Hi Proxima,

 

Thank you for posting on the community forums, sorry to hear you've not been receiving your expected speeds recently.

 

I've been able to locate your account and can see that the reason for this is because there is an ongoing SNR outage in your area. The issue was first reported on the 20th October and is estimated to be fixed on Tuesday 27th October.

 

We apologise for the inconvenience caused in the meantime whilst our team work on a fix, but please do let us know if you need anything else from us. It'd be great if you could keep us posted with how things are after the given estimated fix date.

 

Kind regards

 

Beth

 

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