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DVDStar
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Slow speed since engineer visit

Last week my cable from the road to the house was cut and an engineer came out and fixed the cable. Since the fix my speed has dropped off to the worst speed ever.

For years I have consistently been getting my full package speed of 200Mbps since the cable fix it has been less that 1Mbps

I have followed all the troubleshooting steps (reboot and reset hub etc.) and nothing is improving I am also struggling to be able to book an engineer as everything keeps directing me to self help. Any ideas how I can get an engineer back out?

 

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Anonymous
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Re: Slow speed since engineer visit

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

At least we can check the stats to rule out an issue with the line.

DVDStar
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Re: Slow speed since engineer visit

Thanks, here you go.  Not sure what any of this means.

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

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)8.858.798.578.348.017.547.246.81
RxMER (dB)36.8436.6136.1736.8436.8436.610.0036.17
Pre RS Errors133005555582672743128142743273933114467
Post RS Errors6131669764726264548138743264371

 

 

 

 

 

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DVDStar
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Re: Slow speed since engineer visit

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID3241
Frequency (Hz)46200000537000003940000060300000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)43.2543.5042.7543.50
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
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DVDStar
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Re: Slow speed since engineer visit

Network Log

First TimeLast TimePriorityError NumberDescription
04/08/2020 19:16:06 GMT04/08/2020 19:16:06 GMTError (4)68010400DHCP REBIND WARNING - Field invalid in response
04/08/2020 19:15:24 GMT04/08/2020 19:15:24 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/08/2020 19:14:43 GMT04/08/2020 19:14:43 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/08/2020 19:13:23 GMT04/08/2020 19:13:23 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/08/2020 19:10:45 GMT04/08/2020 19:10:45 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/08/2020 19:05:26 GMT04/08/2020 19:05:26 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/08/2020 18:54:49 GMT04/08/2020 18:54:49 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/08/2020 18:33:34 GMT04/08/2020 18:33:34 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/08/2020 17:51:04 GMT04/08/2020 17:51:04 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/08/2020 16:26:04 GMT04/08/2020 16:26:04 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/08/2020 13:36:04 GMT04/08/2020 13:36:04 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/08/2020 07:56:03 GMT04/08/2020 07:56:03 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
03/08/2020 20:36:03 GMT03/08/2020 20:36:03 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
31/07/2020 09:36:57 GMT31/07/2020 09:36:57 GMTWarning (5)84020200Lost MDD Timeout
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Hollie_B
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Helpful Answer

Re: Slow speed since engineer visit

Hi there @DVDStar 

 

Thank you for your post, apologies for the delay. We have been very busy and doing all we can to get to each customer ASAP. 

 

I've been able to locate your account and can see that you do need a replacement hub. Are you happy to self install this? If so I can go ahead and order it for you. 

 

Thanks, 

 

 

Hollie - Forum Team


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DVDStar
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Re: Slow speed since engineer visit

Hi Hollie,

Thank you for responding to my post. Yes i'm happy to self install and I appreciate your help ordering a new hub.

Thanks

Andy

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Alex_RM
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Re: Slow speed since engineer visit

Hi DVDStar,

 

I've arranged for the hub swap, should be with you within 7 days 🙂

 

Alex_Rm