Slow download speeds, Horrible upload speeds for past 2 weeks.

[KinderEgg]

For the past two weeks I've been experiencing slow and intermittent broadband speeds which at this point is getting frustrating trying to work from home as I'm relying on mobile data now. Running a speedtest I'm getting 80mb download and 0.06mb upload speeds on my 200/20 package which is absolutely appaling. 

Looking at the service status in my area there aren't any reported issues relating to broadband, but when I run a test it says "There's a network issue which maybe affecting your broadband service". It's been saying this for the last 2 weeks and is absurd at this point.

[-tony-]

how are you testing the speeds - wired or wifi

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

[KinderEgg]

Hi Tony, I've tested it both with wifi and ethernet.

Downstream:

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	195000000	139000000	147000000	155000000	163000000	171000000	179000000	187000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	8	1	2	3	4	5	6	7
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	6.18	6.38	6.82	6.35	6.65	6.48	6.48	6.37
RxMER (dB)	36.17	35.78	35.97	35.97	36.39	36.39	36.61	36.61
Pre RS Errors	43917	24397	6081	10265	6176	5399	6364	6406
Post RS Errors	4205	3679	4233	3931	3912	2885	3992	3922

Upstream:

  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	6	3	4	5
Frequency (Hz)	25800000	46200000	39400000	32600000
Ranging Status	Success	Success	Success	Success
Modulation	32QAM	16QAM	16QAM	16QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	42.00	41.75	42.25	42.00
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	0	937	2	0
T4 Timeouts	0	0	0	0

Hope this helps.

[-tony-]

ok - downstream levels are good but you have a good few pre and post rs errors - they could be historical - can you zero them - i was reminded the other day that can be done within the UI of the SH2 - cannot remember how - if you cannot see it just power off and then back on - leave the hub off a couple of minutes

now to the rubbish - the upstream is awful - many T3's on one channel and they are all all over the place - they should be 64qam - they are not - 1st thing is try a full reset - hold the button a good 30 sec and then some - see if they lock on to 64qam channels - be aware a reset wiill reset all settings of the hub back to default s any passwords etc that you have altered will have to be reset

once you have done al that see what it looks like and post back - if its still rubbish wait for VM to have a look

[KinderEgg]

Thanks for getting back to me Tony, I've perfomed a full reset but to no avail. Still poor speeds.

  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	6	3	4	5
Frequency (Hz)	25800000	46200000	39400000	32600000
Ranging Status	Success	Success	Success	Success
Modulation	64QAM	16QAM	16QAM	16QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	42.00	41.75	42.00	42.00
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	2	0	0	0
T4 Timeouts	0	0	0	0

[Zak_M]

Good afternoon @KinderEgg 

Welcome to the forums and thank you for taking the time to post. 

I am sorry to hear that you have been having some issues there. 

I have managed to locate your account and can see that there has been some prolonged performance issues,  are you able to let me know if you are using any 3rd party equipment? 

Kind regards,

Zak_M

[KinderEgg]

Hi Zak, I'm not using any third party components or equipment, just the Superhub 2AC.

[Zak_M]

Thank you for confirming that information. 

We are going to need to get an engineer out to you. 

I will pop you over a PM so that I can confirm your address. 

Kind regards,

Zak_M

[Zak_M]

Thank you for providing me that information via PM. 

I have booked the engineer appointment for you,  for the time, date and to make any amendments, please visit your my virgin media account

Kind regards,

Zak_M