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fitzy121
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Slow download but upload is fine

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.

Screenshot 2021-08-05 140308.png

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

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jbrennand
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Re: Slow download but upload is fine

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.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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fitzy121
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Re: Slow download but upload is fine

3.0 Downstream channels

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

4163000000-9.633.4QAM2564
1139000000-12.332.2QAM2561
2147000000-11.733QAM2562
3155000000-8.734.5QAM2563
5171000000-11.830.7QAM2565
6179000000-14.927.6QAM2566
7187000000-15.727QAM2567
8195000000-17.626.1QAM2568
9203000000-16.427.5QAM2569
10211000000-15.130.2QAM25610
11219000000-14.430.2QAM25611
12227000000-13.531.7QAM25612
13235000000-13.533.8QAM25613
14243000000-13.933QAM25614
15251000000-16.431.1QAM25615
16259000000-16.431.3QAM25616
17267000000-17.830.2QAM25617
18275000000-17.330.2QAM25618
19283000000-14.531.9QAM25619
20291000000-11.433.8QAM25620
21299000000-9.734.3QAM25621
22307000000-10.734QAM25622
23315000000-12.433.4QAM25623
24323000000-11.734.3QAM25624
25331000000-12.833.5QAM25625
26339000000-12.634QAM25626
27347000000-13.233QAM25627
28355000000-14.831.7QAM25628
29363000000-14.132QAM25629
30371000000-13.931.4QAM25630
31379000000-15.529.4QAM25631



3.0 Downstream channels

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

4Locked33.37659112750940
1Locked32.23715653124813
2Locked32.9626623811360
3Locked34.4835703399710
5Locked30.7048728947448330
6Locked27.60742010296924818911
7Locked26.96680851282696023878
8Locked26.0728035215111107254
9Locked27.49387294703201680907
10Locked30.154396531322246
11Locked30.20640840327201
12Locked31.68866912353540
13Locked33.8341644979270
14Locked32.96266221867960
15Locked31.13644056722697
16Locked31.33538830374320
17Locked30.20640843884980
18Locked30.15439631625240
19Locked31.9153081921940
20Locked33.83416422180
21Locked34.3456888840
22Locked33.95650918210
23Locked33.376591198370
24Locked34.34568851740
25Locked33.486542433740
26Locked33.956509329360
27Locked32.9626624574130
28Locked31.68866925031530
29Locked31.99356320880250
30Locked31.40378444505453
31Locked29.3971889671710514064



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159804K1560QAM4096392


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked35-11.51028653377247
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fitzy121
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Re: Slow download but upload is fine

3.0 Upstream channels

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

12580000048.85120 KSym/sec64QAM4
23260000049.35120 KSym/sec64QAM3
33940000050.85120 KSym/sec64QAM2
44620000049.85120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0060
2US_TYPE_STDMA0010
3US_TYPE_STDMA0050
4US_TYPE_STDMA0040
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fitzy121
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Message 5 of 11
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Re: Slow download but upload is fine

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

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jbrennand
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Message 6 of 11
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Re: Slow download but upload is fine

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Zach_R
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Re: Slow download but upload is fine

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,
 



Zach - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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Robert_P
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Re: Slow download but upload is fine

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

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fitzy121
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Message 9 of 11
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Re: Slow download but upload is fine

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.

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lotharmat
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Re: Slow download but upload is fine

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.




------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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