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jasoncutler
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Poor download speed SP4

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

1410250000037256 qam1
2418250000037256 qam2
3426250000037256 qam3
4434250000-0.237256 qam4
5442250000037256 qam5
6450250000037256 qam6
7458250000037256 qam7
8466250000037256 qam8
9474250000-0.237256 qam9
10482250000037256 qam10
11490250000037256 qam11
12498250000-0.237256 qam12
13506250000-0.537256 qam13
14514250000-0.537256 qam14
15522250000-0.737256 qam15
16530250000-0.737256 qam16
17538250000-0.937256 qam17
18546250000-1.237256 qam18
19554250000-1.237256 qam19
20562250000-1.237256 qam20
21570250000-1.237256 qam21
22578250000-1.537256 qam22
23586250000-1.537256 qam23
24594250000-1.737256 qam24



Downstream bonded channels

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

1Locked37.6370
2Locked37.6690
3Locked37.6540
4Locked37.62000
5Locked37.6860
6Locked37.6530
7Locked37.3570
8Locked37.6320
9Locked37.6510
10Locked37.6530
11Locked37.6430
12Locked37.3890
13Locked37.6330
14Locked37.6550
15Locked37.3790
16Locked37.3630
17Locked37.3550
18Locked37.6770
19Locked37.3590
20Locked37.6900
21Locked37.6790
22Locked37.3730
23Locked37.3780
24Locked37.3720

 

Upstream bonded channels

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

14619998440.8512064 qam3
23940008140.8512064 qam4
35369999941512064 qam2
46030001541.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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jasoncutler
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Re: Poor download speed SP4

Network Log
Time Priority Description
01/08/2021 23:53:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2021 21:24:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2021 01:22:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 13:30:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 13:22:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 17:38:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 13:22:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 06:41:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2021 01:22:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 09:42:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 13:22:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 11:44:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jasoncutler
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Message 3 of 11
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Re: Poor download speed SP4

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

Please help!!

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jasoncutler
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Re: Poor download speed SP4

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?

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Paulina_Z
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Re: Poor download speed SP4

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,

Paulina_Z
Forum Team



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jasoncutler
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Message 6 of 11
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Re: Poor download speed SP4

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

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Paulina_Z
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Re: Poor download speed SP4

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,

Paulina_Z
Forum Team



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jasoncutler
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Message 8 of 11
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Re: Poor download speed SP4

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.

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Eeeps
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Re: Poor download speed SP4

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.

 

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jasoncutler
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Re: Poor download speed SP4

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.

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