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Slow speeds - Lag / Since installation of a new cable modem

sh00tz
Joining in

Hi

I need help, to investigate a problem.

Since installation of a new Cable Modem on 27.10.23, my internet speed has become much slower. My video stream is unwatchable at times due to the lag. it takes longer for pages to load.

I have tried to contact helpline, but that has been a nightmare. Each time, when, I eventually get to speak to someone, they say there is a network issue and I have to wait for the network issue to be fixed. But, the network issue happened, only in the last week.

What can I do to get more information to have the issue escalated?

thanks

mark

 

1 ACCEPTED SOLUTION

Accepted Solutions

carl_pearce
Wise owl

Access your HUB on 192.168.0.1 (Assuming router mode), then select 'Check router status' just under the login box.

Copy paste all tab data as text into several posts as required, clicking post twice in some cases if an error occurs.

Create a BQM here and post the live link.

See where this Helpful Answer was posted

17 REPLIES 17

carl_pearce
Wise owl

Access your HUB on 192.168.0.1 (Assuming router mode), then select 'Check router status' just under the login box.

Copy paste all tab data as text into several posts as required, clicking post twice in some cases if an error occurs.

Create a BQM here and post the live link.

Hi Carl

Thank you for your advice. I will follow it.

thanks


Carl stated:
"Access your HUB on 192.168.0.1 (Assuming router mode), then select 'Check router status' just under the login box."


In my version of my router HomePage, I dont have any 'Table Date' under the 'Check Router Status'

But, if I go into Advanced Settings. I have a router stautus page, with 5 tabs

I assume this is the information you want me to post?

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
36599981
Locked
Provisioning State
Online

Downstream bonded channels

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

12030000000.940256 qam9
21390000001.238256 qam1
31470000000.738256 qam2
41550000001.240256 qam3
51630000001.540256 qam4
6171000000240256 qam5
7179000000240256 qam6
8187000000240256 qam7
91950000001.540256 qam8
10211000000-0.240256 qam10
11219000000-140256 qam11
12227000000-2.438256 qam12
13235000000-3.740256 qam13
14243000000-4.738256 qam14
15251000000-5.538256 qam15
16259000000-6.238256 qam16
17267000000-7.438256 qam17
18275000000-7.738256 qam18
19283000000-8.538256 qam19
20291000000-9.238256 qam20
21299000000-9.537256 qam21
22307000000-10.237256 qam22
23315000000-10.537256 qam23
24323000000-10.937256 qam24



Downstream bonded channels

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

1Locked40.350
2Locked38.950
3Locked38.970
4Locked40.970
5Locked40.3200
6Locked40.380
7Locked40.960
8Locked40.970
9Locked40.3190
10Locked40.350
11Locked40.3100
12Locked38.960
13Locked40.360
14Locked38.9120
15Locked38.960
16Locked38.6260
17Locked38.640
18Locked38.9220
19Locked38.6200
20Locked38.6150
21Locked37.3170
22Locked37.6200
23Locked37.61040
24Locked37.3370

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13659998147.3512064 qam3
22359997944.3512064 qam5
33009994945.8512064 qam4
44309997948.8512064 qam2
54960001449512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
.iyewrkldJKDHSUBsgvca6983



Primary Downstream Service Flow

SFID3396
Max Traffic Rate143750047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID15365
Max Traffic Rate22000047
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

01/12/2023 20:21:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/12/2023 20:18:51Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/12/2023 16:44:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/12/2023 16:44:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/12/2023 16:04:20noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;29/11/2023 06:26:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/11/2023 16:55:54noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/11/2023 16:55:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/11/2023 09:40:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2023 12:36:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;25/11/2023 04:55:52noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;25/11/2023 04:55:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/11/2023 12:33:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/11/2023 16:55:52noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/11/2023 16:55:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/11/2023 08:27:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/11/2023 04:55:51noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/11/2023 04:55:51ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/11/2023 21:51:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;14/11/2023 16:55:51noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

carl_pearce
Wise owl

Some of your downstream channels are out of spec on power levels, which needs resolving by an engineer visit.

Downstream bonded channels

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

12030000000.940256 qam9
21390000001.238256 qam1
31470000000.738256 qam2
41550000001.240256 qam3
51630000001.540256 qam4
6171000000240256 qam5
7179000000240256 qam6
8187000000240256 qam7
91950000001.540256 qam8
10211000000-0.240256 qam10
11219000000-140256 qam11
12227000000-2.438256 qam12
13235000000-3.740256 qam13
14243000000-4.738256 qam14
15251000000-5.538256 qam15
16259000000-6.238256 qam16
17267000000-7.438256 qam17
18275000000-7.738256 qam18
19283000000-8.538256 qam19
20291000000-9.238256 qam20
21299000000-9.537256 qam21
22307000000-10.237256 qam22
23315000000-10.537256 qam23
24323000000-10.937256 qam24