Poor download speed SP4

[jasoncutler]

Hi,

Since late July I’ve been getting poor download speed for my package.  I’m on 200Mb but only getting 95Mb.  I am running in modem mode as I have my own router.  I also have Amazon eero wired into my router.  The eero regularly run their own speed test and were consistently getting 214Mb down but have recently been getting 95Mb down.  Testing with Speedtest I get around 97Mb down.  Yes, I have restarted everything.

Please help, Jason

Downstream bonded channels

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

1	410250000	0	37	256 qam	1
2	418250000	0	37	256 qam	2
3	426250000	0	37	256 qam	3
4	434250000	-0.2	37	256 qam	4
5	442250000	0	37	256 qam	5
6	450250000	0	37	256 qam	6
7	458250000	0	37	256 qam	7
8	466250000	0	37	256 qam	8
9	474250000	-0.2	37	256 qam	9
10	482250000	0	37	256 qam	10
11	490250000	0	37	256 qam	11
12	498250000	-0.2	37	256 qam	12
13	506250000	-0.5	37	256 qam	13
14	514250000	-0.5	37	256 qam	14
15	522250000	-0.7	37	256 qam	15
16	530250000	-0.7	37	256 qam	16
17	538250000	-0.9	37	256 qam	17
18	546250000	-1.2	37	256 qam	18
19	554250000	-1.2	37	256 qam	19
20	562250000	-1.2	37	256 qam	20
21	570250000	-1.2	37	256 qam	21
22	578250000	-1.5	37	256 qam	22
23	586250000	-1.5	37	256 qam	23
24	594250000	-1.7	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	37	0
2	Locked	37.6	69	0
3	Locked	37.6	54	0
4	Locked	37.6	200	0
5	Locked	37.6	86	0
6	Locked	37.6	53	0
7	Locked	37.3	57	0
8	Locked	37.6	32	0
9	Locked	37.6	51	0
10	Locked	37.6	53	0
11	Locked	37.6	43	0
12	Locked	37.3	89	0
13	Locked	37.6	33	0
14	Locked	37.6	55	0
15	Locked	37.3	79	0
16	Locked	37.3	63	0
17	Locked	37.3	55	0
18	Locked	37.6	77	0
19	Locked	37.3	59	0
20	Locked	37.6	90	0
21	Locked	37.6	79	0
22	Locked	37.3	73	0
23	Locked	37.3	78	0
24	Locked	37.3	72	0

Upstream bonded channels

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

1	46199984	40.8	5120	64 qam	3
2	39400081	40.8	5120	64 qam	4
3	53699999	41	5120	64 qam	2
4	60300015	41.5	5120	64 qam	1

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

[jasoncutler]

Network Log

Time Priority Description

01/08/2021 23:53:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 21:24:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2021 01:22:16	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 13:30:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 13:22:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 17:38:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 13:22:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 06:41:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2021 01:22:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 09:42:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:22:12	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jasoncutler]

Tested again this morning and still only 95Mb down.  I’m paying for twice that speed.

Please help!!

[jasoncutler]

Looking back through the automatic speed tests that run on the Eero it seems that the drop in speed happened around 26th July.  On that day, the 26th, we had a power cut for about 5 minutes.  Any connection?

[Paulina_Z]

Hi @jasoncutler,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're having ongoing speed issues with your equipment! 

Would you be able to let us know if your speed tests are run via an Ethernet cable, or via WiFi? 

How many devices are impacted by this?

Are you able to run the speed test via Ethernet onto your PC or laptop by any chance? This would help us know if this is a WiFi or broadband issue.

I was able to locate your account on our systems and I cannot see any area issue that would be impacting your service.

Please let me know if this is a WiFi only issue, or if this is impacting both WiFi and wired connections. I will be able to look into this further for you if needed.

Thanks,

[jasoncutler]

Speed tests run via both Wifi and Ethernet

All devices that can run tests are affected (phones, tablets, laptop, PS5, Amazon Eero)

Phones, tablets and laptop via WiFi. Laptop, PS5 and Amazon Eero via Ethernet 

Definitely affects WiFi and Ethernet

[Paulina_Z]

Hi @jasoncutler,

Thank you for coming back to me about this issue and for providing more information about your speed tests. 

I was able to run some further checks on your account, and I cannot see any power level issues showing on our systems. 

Have you tried to reset your Hub and tested the speeds after via a wired connection?

If not, please give this a try and let us know what speeds you're receiving.

In the meantime, you can read through our Speeds Explained page as well as our Minimum Guaranteed Speeds page for more information.

Let us know how you get on. 

Thansk,

[jasoncutler]

Have reset hub and devices, my router and everything else (several times) but to no avail.

Still stuck at 95Mb down instead of the 200+ I was getting.

[Eeeps]

The power cut looks like a probable cause.

It looks like the link between the SH and your router (what make is this?) is only running at 100Mb/s

Does your router indicate the WAN side port speed.

If not then try doing a factory reset on the SH. Do it from the GUI and take a note of the default password it will display.
(Only try this if your local network IP range is NOT 192.168.0.0/24)

If you run the SH in router mode you will still have Internet connection (via a double NAT) and you can log into the SH to see what speed the link between the SH and your router is running at.

Once you have confirmed (or otherwise) that the link is 1000Mb/s you can switch back into modem mode.

[jasoncutler]

A factory reset of the Superhub fixed the issue.  So something bizarre was happening inside the Superhub, likely caused by the power cut.

Thank god for factory resets!

Thanks for your help.