Slow download (5-25Mb) for past 4 days

[pmarsh1986]

I have been having very slow download speeds for past 5 days.  Upload fine.  I have attached my router settings and also screenshots of my monitor and speedtests.  They say there is no issue affecting my area when I do it online.  Then when they test my router there is.  I phoned the down line and received a text with a link to click on, which returns me to the check status page, which tells me nothing wrong in my postcode.   I cannot be bothered hanging on for someone in a call centre to run through a script.   I've done all the usual (reset, reboots, checking wired etc etc) numerous times.   Can someone help?

Downstream bonded channels

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

1	395000000	1.5	31	256 qam	33
2	219000000	0.7	26	256 qam	11
3	227000000	0.7	26	256 qam	12
4	235000000	1	26	256 qam	13
5	243000000	1.2	27	256 qam	14
6	251000000	1.2	27	256 qam	15
7	259000000	1.2	27	256 qam	16
8	267000000	1.5	28	256 qam	17
9	275000000	1.5	28	256 qam	18
10	283000000	1.7	29	256 qam	19
11	291000000	1.7	29	256 qam	20
12	299000000	2	30	256 qam	21
13	307000000	2	30	256 qam	22
14	315000000	2	30	256 qam	23
15	323000000	2	30	256 qam	24
16	331000000	2	30	256 qam	25
17	339000000	2	30	256 qam	26
18	347000000	1.9	30	256 qam	27
19	355000000	1.7	30	256 qam	28
20	363000000	1.7	30	256 qam	29
21	371000000	1.5	30	256 qam	30
22	379000000	1.5	30	256 qam	31
23	387000000	1.4	30	256 qam	32
24	403000000	1.4	31	256 qam	34

Downstream bonded channels

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

1	Locked	31.1	150834487	0
2	Locked	26	327597489	2129373131
3	Locked	26.3	666419365	1789646870
4	Locked	26.7	1450619470	999636896
5	Locked	27.1	2118769903	312508086
6	Locked	27.3	-1980502510	86164312
7	Locked	27.8	-1977551926	10565179
8	Locked	28.2	2143208472	346586
9	Locked	28.6	1858803541	7353
10	Locked	29.1	1434302501	57
11	Locked	29.6	962559617	0
12	Locked	30.1	532728611	0
13	Locked	30.3	395165298	0
14	Locked	30.3	403166351	0
15	Locked	30.2	436218616	0
16	Locked	30.3	390985158	0
17	Locked	30.4	383434875	0
18	Locked	30.6	292482729	0
19	Locked	30.6	247268021	0
20	Locked	30.6	292565279	0
21	Locked	30.6	306244222	0
22	Locked	30.6	227585997	0
23	Locked	30.8	193897501	0
24	Locked	31.1	120479189	0

Upstream bonded channels

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

1	30100007	40.8	5120	64 qam	12
2	23600000	40.8	5120	64 qam	13
3	36600009	40.8	5120	64 qam	11
4	43099996	40.8	5120	64 qam	10
5	49600012	40.8	5120	64 qam	9

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
5	ATDMA	0	0	0	0

 

[jpeg1]

To show the real connection speeds you'd need to test with an ethernet connection rather than WiFi. 

But having said that there is clearly a problem with the lower frequency downstream channels.  This could be a simple case of a loose coax connection, so make sure that all the cable connectors are properly fitted and screwed tight. If that doesn't fix it you'll need to request a technician visit to investigate. 

[pmarsh1986]

Thanks for the reply @jpeg1

I have done a speedtest via wired onto my Macbook and similar results.  I just posted my phone wifi results for ease. 

I received a text this afternoon (see below) but unfortunatley still the same.  Trying to call the CS number I get an automated message saying there's still work going on in the area and its a complex fix with no timescale.  Suppose I have to wait but very annoying when paying for 250 and getting 20 at best. 

[Adduxi]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Do a full 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

This will reset the Hub and refresh all the counters.  Keep an eye on the numbers and if they still rise rapidly, the issue still needs fixing.

[Client62]

The downstream SNR (dB) or Signal to Noise Ratio of 26..30 is too low (33dB or higher is the preferred range)

Perhaps there is a known fault or a new fault in your area.

[Tom_W1]

Hi @pmarsh1986, thanks for your post although I'm sorry to hear you're having some issues with your speeds at the moment.

I've ran some checks on the line, and it does appear you're affected by a local area outage at the moment which is causing the drop in performance so please accept my apologies for this.

The estimated end date is today 20th December at approximately 13:00 so please let us know if you're still impacted after this time, and we can review again.

Many thanks

[pmarsh1986]

Seems to have finally been resolved - after more than a week (around 10 days)

[Steven_L]

Thanks for coming back to us pmarsh1986 and I'm glad to see that your issues have now been resolved.

Please let us know, if you have any further issues.

Kind Regards,

Steven_L