Slow download but upload is fine

[fitzy121]

Hi,

Over the last few weeks, I have been having this problem where my connection drops way below the expected speeds.

It seems to only affect download, as our upload always stays consistent.

I've put below a table of my Speedtest history (i tried to upload a csv but it's not supported), which shows my download dropping from 800-900mbps to 40 or sometimes lower, and that lasts for a few days. It seems to persist through restarts and I've checked all the connections to the wall etc.

Here is a link to the last 3 days of my BQM which also shows for the last few days the average ping seems very high.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f8a5dac9c7e381db560d5bff07fc72f9f3f6c551-05-08-2021

https://www.thinkbroadband.com/broadband/monitoring/quality/share/53344a4fa9d105cf4950eac584ea47eb2fb02f9c-04-08-2021 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f0894838690e7fc8acf9a66afef7dfec96457202-03-08-2021  

Please let me know if there's any further information I can provide to help.

Kind regards

[jbrennand]

BQM looks poor. Can you post up the full stats from the Hub

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you may do(i'm not sure) ] then click on the “Router Status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

[fitzy121]

3.0 Downstream channels

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

4	163000000	-9.6	33.4	QAM256	4
1	139000000	-12.3	32.2	QAM256	1
2	147000000	-11.7	33	QAM256	2
3	155000000	-8.7	34.5	QAM256	3
5	171000000	-11.8	30.7	QAM256	5
6	179000000	-14.9	27.6	QAM256	6
7	187000000	-15.7	27	QAM256	7
8	195000000	-17.6	26.1	QAM256	8
9	203000000	-16.4	27.5	QAM256	9
10	211000000	-15.1	30.2	QAM256	10
11	219000000	-14.4	30.2	QAM256	11
12	227000000	-13.5	31.7	QAM256	12
13	235000000	-13.5	33.8	QAM256	13
14	243000000	-13.9	33	QAM256	14
15	251000000	-16.4	31.1	QAM256	15
16	259000000	-16.4	31.3	QAM256	16
17	267000000	-17.8	30.2	QAM256	17
18	275000000	-17.3	30.2	QAM256	18
19	283000000	-14.5	31.9	QAM256	19
20	291000000	-11.4	33.8	QAM256	20
21	299000000	-9.7	34.3	QAM256	21
22	307000000	-10.7	34	QAM256	22
23	315000000	-12.4	33.4	QAM256	23
24	323000000	-11.7	34.3	QAM256	24
25	331000000	-12.8	33.5	QAM256	25
26	339000000	-12.6	34	QAM256	26
27	347000000	-13.2	33	QAM256	27
28	355000000	-14.8	31.7	QAM256	28
29	363000000	-14.1	32	QAM256	29
30	371000000	-13.9	31.4	QAM256	30
31	379000000	-15.5	29.4	QAM256	31

3.0 Downstream channels

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

4	Locked	33.376591	1275094	0
1	Locked	32.237156	5312481	3
2	Locked	32.962662	381136	0
3	Locked	34.483570	339971	0
5	Locked	30.704872	8947448	330
6	Locked	27.607420	10296924	818911
7	Locked	26.966808	5128269	6023878
8	Locked	26.072803	52151	11107254
9	Locked	27.493872	9470320	1680907
10	Locked	30.154396	5313222	46
11	Locked	30.206408	4032720	1
12	Locked	31.688669	1235354	0
13	Locked	33.834164	497927	0
14	Locked	32.962662	2186796	0
15	Locked	31.136440	5672269	7
16	Locked	31.335388	3037432	0
17	Locked	30.206408	4388498	0
18	Locked	30.154396	3162524	0
19	Locked	31.915308	192194	0
20	Locked	33.834164	2218	0
21	Locked	34.345688	884	0
22	Locked	33.956509	1821	0
23	Locked	33.376591	19837	0
24	Locked	34.345688	5174	0
25	Locked	33.486542	43374	0
26	Locked	33.956509	32936	0
27	Locked	32.962662	457413	0
28	Locked	31.688669	2503153	0
29	Locked	31.993563	2088025	0
30	Locked	31.403784	4450545	3
31	Locked	29.397188	9671710	514064

3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

80

4K

1560

QAM4096

392

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

35

-11.5

1028653377

247

[fitzy121]

3.0 Upstream channels

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

1	25800000	48.8	5120 KSym/sec	64QAM	4
2	32600000	49.3	5120 KSym/sec	64QAM	3
3	39400000	50.8	5120 KSym/sec	64QAM	2
4	46200000	49.8	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	6	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	5	0
4	US_TYPE_STDMA	0	0	4	0

[fitzy121]

Hi John,

Thanks for your response, i've uploaded above both the data for the Downstream and Upstream tabs, however the Network Log seems to be empty.

This happens regardless of whether i'm logged in or not, and this is on the Hub 4.

If there's any more data I can provide please let me know.

Thanks

[jbrennand · Accepted solution]

The connection looks to be dreadful - issues all over the place.

You will need VM to take a look and book a Tech visit - I will flag for VM to come here and contact you

[Zach_R]

Hi @fitzy121,

Thank you for your posts and welcome back to our community forums. We're here to help.

I am so sorry to hear and see you're having a bit of trouble with your broadband connection recently. I'm going to send you a private message in a few moments so we can take a closer look at what's going on.

Please respond to this at your earliest convenience and we can go from there.

Thanks,
 

[Robert_P]

Thanks for confirming the information fitzy121, from looking at the connection and equipment there is maintenance work in the area due today between 8.30am and 3pm. I'm concerned though as this looks to have been added today and you have been experiencing the connection issues previous to this.

As jbrennand has advised when looking at the connection itself there are a lot of issue from errors to SNR issues and power levels. This may be exaggerated by the work in the area but there is definitely something a miss. I can't book a tech until after the maintenance work has been completed (removed from account) as it will just cancel the visit.

But I will check again later today and if this has been removed, I'll look at the connection again to see if it has improved and arrange a visit if necessary.

Rob

[fitzy121]

Hi,

Is there any way of progressing this or should I contact Customer Support?

The speed has increased to around ~75mbps but still not the 1gbps I'm expecting.

I responded to you (@Zach_R) on Thursday evening and I have not heard from you since.

Really would like to get this resolved as it's a lot of money to be spending on a service that's not as speedy as I'd hoped.

Hope to hear from you soon.

[lotharmat]

Alas while there is an area fault; personal tech visits cannot be booked - anything they did to rectify the issue could be reintroduced by the fixing of the wider issue!

Power levels and SNR are quite fiddly and premises changes should always be made after wider changes

Hope this helps.