Slow Download Speeds After Engineer Visit

[Ell1]

Engineer attended this morning due to gardener cutting the external Virgin coax cable which runs to my house - Full loss of service.

Engineer ran new cable and services have been restored. Unfortunately I am now only received around 40Mb download whereas I used to receive 600Mb+ (Oomph).

Upload speed seems fairly normal around 40Mb.

When attempting 'Network Diagnostic Tool' whilst logged into router, gets to about 10-20% and internet cuts out for few seconds where test fails. Can watch packets drop from continuous ping externally before coming back several seconds later.

Up:

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

1	60300046	49.8	5120	64 qam	1
2	39400014	50.8	5120	64 qam	4
3	46199966	49.8	5120	64 qam	3
4	53700000	49.8	5120	64 qam	2

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

Down:

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

1	331000000	2.2	37	256 qam	25
2	203000000	1.2	37	256 qam	9
3	211000000	0.9	37	256 qam	10
4	219000000	0.7	25	256 qam	11
5	227000000	0.7	34	256 qam	12
6	235000000	0.7	37	256 qam	13
7	243000000	0.4	37	256 qam	14
8	251000000	0	36	256 qam	15
9	259000000	-0.2	37	256 qam	16
10	267000000	-0.4	37	256 qam	17
11	275000000	-0.4	37	256 qam	18
12	283000000	-0.2	37	256 qam	19
13	291000000	0	37	256 qam	20
14	299000000	1.2	37	256 qam	21
15	307000000	1.7	37	256 qam	22
16	315000000	2.2	37	256 qam	23
17	323000000	2.2	37	256 qam	24
18	339000000	2.5	37	256 qam	26
19	347000000	2.7	37	256 qam	27
20	355000000	3.4	37	256 qam	28
21	363000000	3.2	37	256 qam	29
22	371000000	3.4	38	256 qam	30
23	379000000	3.2	37	256 qam	31
24	387000000	2.7	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	4966	16169
2	Locked	37.3	17396	36773
3	Locked	37.3	3995	26660
4	Locked	25.7	40729106	602122231
5	Locked	34.4	47352	13501
6	Locked	37.3	3702	14999
7	Locked	37.6	2043	18984
8	Locked	36.6	1933	20446
9	Locked	37.6	2400	21652
10	Locked	37.3	2267	26815
11	Locked	37.3	1934	27401
12	Locked	37.3	1690	24914
13	Locked	37.6	3464	12399
14	Locked	37.3	4609	13997
15	Locked	37.3	9423	19587
16	Locked	37.6	2917	21635
17	Locked	37.6	3249	15061
18	Locked	37.6	2517	25733
19	Locked	37.6	2120	27412
20	Locked	37.3	1471	27014
21	Locked	37.6	1750	26164
22	Locked	38.9	2283	23506
23	Locked	37.6	2604	21297
24	Locked	37.6	2099	18995

[jpeg1]

The signal levels are fine but there is a great deal of noise on the signal which is causing data corruption.

Have you restarted the Hub since the technician visit?  If so then there is a connection fault which will need to found and corrected. As a start you should check that all the coax connections to the Hub and TV devices are tight.

If you haven't restarted the Hub, do so now and check the data again after a day. 

[Ell1]

Thanks jpeg1,

Hub was restarted following engineer visit which made no difference.

Just popped to the cupboard where the splitter & power for splitter is connected and checked all connections, all seemed tight and haven't been in here since speeds were fine.

Just popped back and checked and appear to be back at normal speeds now. However, in regards to noise on the signal, the downstream stats still appear similar to those previously. New stats:

Downstream bonded channels

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

1	331000000	3	37	256 qam	25
2	203000000	2	37	256 qam	9
3	211000000	1.5	37	256 qam	10
4	219000000	1.5	35	256 qam	11
5	227000000	1.5	37	256 qam	12
6	235000000	1.4	37	256 qam	13
7	243000000	1	37	256 qam	14
8	251000000	0.7	37	256 qam	15
9	259000000	0.2	37	256 qam	16
10	267000000	0.2	37	256 qam	17
11	275000000	0.2	37	256 qam	18
12	283000000	0.4	37	256 qam	19
13	291000000	0.9	37	256 qam	20
14	299000000	2	37	256 qam	21
15	307000000	2.5	37	256 qam	22
16	315000000	3	37	256 qam	23
17	323000000	3	37	256 qam	24
18	339000000	3.4	37	256 qam	26
19	347000000	3.5	37	256 qam	27
20	355000000	4	38	256 qam	28
21	363000000	3.9	38	256 qam	29
22	371000000	4	38	256 qam	30
23	379000000	3.9	37	256 qam	31
24	387000000	3.4	38	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	4975	16169
2	Locked	37.6	17397	36773
3	Locked	37.3	3999	26660
4	Locked	35.5	41316790	638548458
5	Locked	37.3	48646	13996
6	Locked	37.6	3704	14999
7	Locked	37.3	2048	18984
8	Locked	37.6	1936	20446
9	Locked	37.6	2409	21652
10	Locked	37.3	2271	26815
11	Locked	37.3	1939	27401
12	Locked	37.6	1695	24914
13	Locked	37.3	3469	12399
14	Locked	37.6	4616	13997
15	Locked	37.6	9426	19587
16	Locked	37.6	2927	21635
17	Locked	37.6	3252	15061
18	Locked	37.6	2522	25733
19	Locked	37.6	2124	27412
20	Locked	38.6	1474	27014
21	Locked	38.6	1752	26164
22	Locked	38.9	2285	23506
23	Locked	37.6	2611	21297
24	Locked	38.6	2101	18995

[jpeg1]

Your logs haven't cleared.  Can you do a factory reset by holding in the pin switch for 30 seconds?  Then wait for it to restart in its own time. 

[Hayley_S]

Hello @Ell1,

Welcome to the community page, thank you for posting on here.

I am sorry to see your download speed seems slow since your engineer visit.

Please can you try doing the pinhole reset as suggested by @jpeg1.

Let us know how it goes.

Many thanks,

[Andrew-G]

Resets and reboots won't help, because the problem is an SNR issue on D/S channel 4.  A reboot or reset might shift the affected frequency (219 MHz) to a different D/S channel number, and may temporarily improve the SNR, but is unlikely to resolve the problem.

@Ell1 check all connections on VM coax cables in the house to see that the connectors are finger tight.  If there's no lasting improvement it will need a technician visit unless the problem is down to noise somewhere else on the same segment and a tech visit for somebody else finds and fixes it. 

[jpeg1]

@Andrew-G

The reason for asking for a reset is that the data currently posted was running from before the technician's visit.

A fresh set of data will show whether the SNR problem still exists.

[Andrew-G]

---

@jpeg1 wrote:

@Andrew-G

The reason for asking for a reset is that the data currently posted was running from before the technician's visit.

A fresh set of data will show whether the SNR problem still exists.

---

Hold on a moment, go back and read @Ell1 's reply to you: "Hub was restarted following engineer visit which made no difference....However, in regards to noise on the signal, the downstream stats still appear similar to those previously. New stats:......"

[jpeg1]

Yes I saw that,  but if you look at the most recent stats and the previous ones you will see that they are almost identical with just a few numbers added.  As you quoted from the OP.  It's clear that the stats were not reset. 

The problem may or may not have been fixed by the technician visit, but the only way to check is to reset the counters to zero and start with a clean sheet. 

[Andrew-G]

Point taken, and I doff my cap to you, but the delta between the pre-tech visit and after is 36,426,227 post RS errors on D/S channel 4, which was still showing borderline SNR.  I suppose it is possible those were built up only between the previous set and the actual point in time the tech worked their magic.  If @Ell1 will kindly repost the latest downstream data we can see, whether the hub has since been restarted or not.  If the hub is restarted, don't repost data until a few hours after the restart, because if the error counters are properly reset we'll see nothing.