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nellyb87
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Slow internet connection speeds

Getting sluggish internet speeds compare to the M200 speed that is advertised which seem to have got worse since the local "upgrade". Reliability has also worsened. I have tried using wifi and wired direct to the hub. The latter has achieved slightly better speeds. I have tried multiple rebooting of hub. The hub is a Super Hub 2ac. I have used Ookla speedtest at various times of day and days of week with wired connection using laptop with Windows 10 and latest versions of both Chrome and Firefox. Maximum ever achieved is 89 Mb/s download and 21 Mb/s upload. More usual download speed is 30-50 Mb/s and sometimes less than 1 Mb/s. Upload speed varies between 10 and 21 Mb/s.

Network log, downstream and upstream channels are as follows.

Date

Time

Error Number

Error Description

25/05/2020

16:16:23 GMT

66050310

Auth Success - Web login successful.

25/05/2020

16:09:53 GMT

68010302

DHCP WAN IP - 86.1.47.66

25/05/2020

16:08:52 GMT

68000407

TOD established

Time Not Established

Time Not Established

84000510

Downstream Locked Successfully

25/05/2020

16:07:15 GMT

66050310

Auth Success - Web login successful.

25/05/2020

15:47:27 GMT

68000407

TOD established

Time Not Established

Time Not Established

84000510

Downstream Locked Successfully

24/05/2020

23:50:15 GMT

68000407

TOD established

Time Not Established

Time Not Established

84000510

Downstream Locked Successfully

24/05/2020

11:37:46 GMT

68000407

TOD established

Time Not Established

Time Not Established

84000510

Downstream Locked Successfully

24/05/2020

11:30:40 GMT

66050310

Auth Success - Web login successful.

24/05/2020

11:30:32 GMT

68010302

DHCP WAN IP - 86.1.47.66

24/05/2020

11:29:27 GMT

68000407

TOD established

Time Not Established

Time Not Established

84000510

Downstream Locked Successfully

24/05/2020

11:27:30 GMT

66050310

Auth Success - Web login successful.

24/05/2020

11:02:34 GMT

68000407

TOD established

Time Not Established

Time Not Established

84000510

Downstream Locked Successfully

24/05/2020

10:43:14 GMT

66050310

Auth Success - Web login successful.

24/05/2020

07:27:25 GMT

68000407

TOD established

 

Downstream Channels

Lock Status

Channel ID

Frequency

Modulation

Rx Power

RxMER

Pre RS Errors

Post RS Errors

Locked

9

475000000 Hz

256 QAM

-7.4 dBmV

 36.0 dB

493

300

Locked

10

483000000 Hz

256 QAM

-7.6 dBmV

 36.0 dB

659

279

Locked

11

491000000 Hz

256 QAM

-7.9 dBmV

 35.4 dB

311

275

Locked

12

499000000 Hz

256 QAM

-7.6 dBmV

 35.6 dB

312

296

Locked

13

507000000 Hz

256 QAM

-7.8 dBmV

 36.2 dB

330

321

Locked

14

515000000 Hz

256 QAM

-7.9 dBmV

 36.0 dB

318

304

Locked

15

523000000 Hz

256 QAM

-7.9 dBmV

 36.0 dB

326

307

Locked

16

531000000 Hz

256 QAM

-8.2 dBmV

 35.8 dB

311

298

 

Upstream Channels

Lock Status

Channel ID

Frequency

Modulation

Tx Power

Mode

Channel Bandwidth

Symbol Rate

Locked

1

60300000 Hz

ATDMA

48.0 dBmV

64QAM

6400000 Hz

5120 Ksym/sec

Locked

3

46200000 Hz

ATDMA

47.3 dBmV

64QAM

6400000 Hz

5120 Ksym/sec

Locked

4

39400000 Hz

ATDMA

47.3 dBmV

64QAM

6400000 Hz

5120 Ksym/sec

Locked

2

53700000 Hz

ATDMA

47.5 dBmV

64QAM

6400000 Hz

5120 Ksym/sec

 

Any suggestions as to what I can do?

 

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Eeeps
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Re: Slow internet connection speeds

Your downstream signal levels are too low. Unless you have an attenuator connected to the cable (that you could remove) you'll need an engineer to make changes at the cabinet.

What version of SH are you using?

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nellyb87
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Re: Slow internet connection speeds

Thank you, Eeeps, for your reply.

Hmm, did my first reply to you go missing?

I have removed a 2-way splitter that the Virgin engineer inserted in the line to my router. This has improved the download signal levels (see below). Are these now OK or do they need to be even higher and therefore need an engineer to turn up at the cabinet? Download speed has not improved though - measured about 70 - 90 Mb/s this evening on a wired connection direct to the router.

The Superhub 2ac is hardware version 1.03 and software version V2.01.15.

 

Downstream Channels

Lock Status

Channel ID

Frequency

Modulation

Rx Power

RxMER

Pre RS Errors

Post RS Errors

Locked

9

475000000 Hz

256 QAM

-1.9 dBmV

 36.2 dB

12174

7995

Locked

10

483000000 Hz

256 QAM

-2.2 dBmV

 36.4 dB

14445

7904

Locked

11

491000000 Hz

256 QAM

-2.3 dBmV

 35.4 dB

22164

20589

Locked

12

499000000 Hz

256 QAM

-2.2 dBmV

 35.8 dB

12448

10373

Locked

13

507000000 Hz

256 QAM

-2.4 dBmV

 36.0 dB

18159

8079

Locked

14

515000000 Hz

256 QAM

-2.4 dBmV

 36.0 dB

18803

8420

Locked

15

523000000 Hz

256 QAM

-2.4 dBmV

 36.0 dB

17608

9514

Locked

16

531000000 Hz

256 QAM

-2.7 dBmV

 35.8 dB

16068

8977

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Chris_W1
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Re: Slow internet connection speeds

HI nellyb87, thanks for contacting us and we are sorry to hear that you are having issues with the connection. Can you confirm what router you have and if you are still experiencing issues - Chris. 

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