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Slow speed - please help interpret diagnostics

Dr_Mike_Oxgreen
Tuning in

Hi folks...

I have a Superhub 2ac (in modem mode), connected via Cat6 to an Apple AirPort Extreme tower. My desktop computer is connected to the AirPort via Cat6.

My speeds have been slow for quite a few weeks now. Normally I expect 200+ down and 20+ up, but these days I'm getting more like 50 down and 3-5 up. This morning the down was really bad at about 1-2, with loss of 4-5% although this has improved in the last hour or so. Obviously I get similarly poor speeds over wifi.

I'll put the diagnostics below. Many thanks if you can help!

Information: https://thumbsnap.com/t/ELGT6fPt.jpg

Status:  https://thumbsnap.com/KShGiMoY

Downstream:  https://thumbsnap.com/QNPqwxhc

Upstream:  https://thumbsnap.com/XB6uhR3Y

Upstream burst:  https://thumbsnap.com/2JCfzBJ5

Operation configuration:  https://thumbsnap.com/QhKta6YN

Network log:  https://thumbsnap.com/kTSkTX9c

 

Superhub_diagnostics_information.png

Superhub_diagnostics_status.png

Superhub_diagnostics_downstream.png

Superhub_diagnostics_upstream.png

Superhub_diagnostics_upstreamburst.png

Superhub_diagnostics_operationconfiguration.png

Superhub_diagnostics_networklog.png

14 REPLIES 14

@Dr_Mike_Oxgreen What your hub's data shows is massive uncorrectable (post-RS) errors counts on all downstream channels, and a very high T3 timeout count across all upstream channels.  That data refers to the connection between your (ancient and decrepit) Superhub 2 and VM's network gear.  From that data we can infer the VM broadband connection is shockingly bad and needs a technician.  I can see that, VM staff can see that, but I believe they can't/won't assign a technician visit without having a poke at the hub using remote diagnostics, and that's why they want the hub in router mode, because the remote diagnostics aren't able to work with the hub in modem mode.

If the Airport can be set to "access point" mode, then you can do that, put the hub into router mode, and when it comes back on line all your equipment should work as before without reconnecting hardware or changing wifi networks.  I'll see if @jbrennand is around, I believe he's got a similar setup to you.

 

Well, this is embarrassing!

I might have solved my own problem, although to my mind it indicates that I have a loose or otherwise poor connection.

I decided to trace which ethernet connection I'd need to move in order to perform the test that Steven requested, and this drew me to inspect the wiring where my VM cable comes in through the wall of the house. It looks like this, although the silver box was plastered in half a mile of masking tape placed there by a decorator, who also clumsily broke the plastic housing that it should live in.

IMG_3988.jpg

I decided to disconnect and then reconnect the coax connections, including the one going into the back of the SuperHub. Rebooted it, and then checked speed. Bizarrely, my speed was only about 1M down, but it was now 20+ up!

So I've fiddled about a bit more, disconnecting the coax that goes into the back of the VM SuperHub and blowing a can of compressed air into the socket. After rebooting again, I'm now getting speeds of 200+ down and 20+ up. This is as good as it should be.

So it looks like the problem was down to some decorator's masking tape, and perhaps some crud in one of the coax connections.

Many thanks for your help - you prompted me to investigate what I probably should have looked at right from the start!

 

Edited to add:  I notice that the downstream power levels are now slightly higher. They were in the range 4-5, but are now 6+

jbrennand
Very Insightful Person
Very Insightful Person
Glad you sorted it simply! Very often these issues are due to a loose/faulty/cruddy connection.

As Andrew-G said... as you can see in my sig - I do have pretty much the same set up as you - so if you have any other issues i will be happy to share my experiences 🙂

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

jbrennand
Very Insightful Person
Very Insightful Person
You could call it in and get the wall box replaced. They should do it for free but may charge £25 if they deem it a "non - fault" call out 🙂

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

@Dr_Mike_Oxgreen Well, this is embarrassing!

Not at all - logical problem solving based on the available evidence.  Hopefully that is everything solved and it stays solved. 

If the problem lies elsewhere, then the simple act of interrupting the hub's communication causes it to re-register all channels, and that can be a temporary fix, but any lingering issues may return and then you'd need a technician.  Fingers crossed it was that joint.