on 04-08-2021 12:40
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 |
on 04-08-2021 12:42
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; |
on 05-08-2021 11:15
Tested again this morning and still only 95Mb down. I’m paying for twice that speed.
Please help!!
on 06-08-2021 12:39
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?
on 06-08-2021 13:50
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,
on 06-08-2021 14:19
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
on 06-08-2021 14:55
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,
on 06-08-2021 16:00
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.
06-08-2021 21:50 - edited 06-08-2021 21:55
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.
on 07-08-2021 11:49
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.