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Poor download speed blamed on number of devices

Posted earlier this week about our M500 broadband barely making it to double figures for download speed.

Have run all the required tests, BQM graph (20 millisecond latency and no packet loss) - put the router into modem mode at 7.30 this morning when there were no other active devices on line in the house - managed to get up to a whopping 90Mbps download.  Switched back to Router, ran the test again and didn't even make 7Mbps.

M200 is advertised as being for busy households with 10+ devices so M500 should be happily whizzing along.

Desperately need an engineer to come out and check the setup.  Can't get through to speak to anyone in the call centre and online support say that unless they can see an actual error, an engineer cannot be booked and that the crappy download speed is due to the number of devices (which I strongly doubt as the speed is dreadful just coming into the router with no other devices online)

Does anyone have any suggestions/ideas on how to fix this?  

I was getting a quicker download speed with Sky and their copper cables.

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Re: Poor download speed blamed on number of devices

It can be difficult diagnosing problems without some basic information.

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 the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some 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. 

When the page appears DO NOT LOG IN but 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.

A Guru will be along soon to decipher the info.

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

Mike Robinson
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: Poor download speed blamed on number of devices

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Re: Poor download speed blamed on number of devices

Downstream bonded channels

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

1203000000-1.437256 qam9
2139000000-1.536256 qam1
3147000000-1.737256 qam2
4155000000-237256 qam3
5163000000-1.737256 qam4
6171000000-1.737256 qam5
7179000000-1.537256 qam6
8187000000-1.237256 qam7
9195000000-1.237256 qam8
10211000000-1.437256 qam10
11219000000-1.237256 qam11
12227000000-1.537256 qam12
13235000000-1.537256 qam13
14243000000-1.537256 qam14
15251000000-1.537256 qam15
16259000000-1.737256 qam16
17267000000-1.737256 qam17
18275000000-237256 qam18
19283000000-237256 qam19
20291000000-2.237256 qam20
21299000000-237256 qam21
22307000000-237256 qam22
23315000000-2.237256 qam23
24323000000-2.237256 qam24



Downstream bonded channels

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

1Locked37.3120
2Locked36.6140
3Locked37.380
4Locked37.3140
5Locked37.3160
6Locked37.3120
7Locked37.370
8Locked37.3110
9Locked37.390
10Locked37.6180
11Locked37.360
12Locked37.6100
13Locked37.370
14Locked37.6120
15Locked37.670
16Locked37.6140
17Locked37.690
18Locked37.3110
19Locked37.3210
20Locked37.6210
21Locked37.3160
22Locked37.6140
23Locked37.3110
24Locked37.6110

 

Upstream bonded channels

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

1394000003.875512064 qam2
2462000153.85512064 qam1
3258000103.9512064 qam4
4326000003.925512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000




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Re: Poor download speed blamed on number of devices

Network Log

Time Priority Description

01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 07:40:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 11:19:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 11:18:48Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 02:00:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 01:59:51ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 01:29:8criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 01:24:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 01:24:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 01:24:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 01:24:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 01:24:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2020 14:30:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2020 12:28:34Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2020 11:54:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 23:45:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 17:45:56ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:07:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 15:45:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 6 of 35
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Re: Poor download speed blamed on number of devices

Can you also copy and paste the contents of the Configuration tab please.

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

Mike Robinson
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: Poor download speed blamed on number of devices

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053+voc-b.cm



Primary Downstream Service Flow

SFID74210
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID74209
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Re: Poor download speed blamed on number of devices

Also no outages or loss of service in our area according to the Service Status.

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Re: Poor download speed blamed on number of devices

All the stats are looking good.

Can you carry out a couple of speed tests at speedtest.net and post the figures please.

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

Mike Robinson
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: Poor download speed blamed on number of devices

Not sure whether you'll be able to see these or not.

 

These are from around 7.30 this morning with only 1 active device (the laptop) running through the router.  Ran 2 tests - 1 in Modem mode with a Cat6 cable and the other in Router mode (wireless)

 

Router.PNGmodem.PNG

 

Router download was 6.45 Mpbs, Modem download was 90.61 Mbps.

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