Slow upload speeds and poor internet quality

[Broders121]

For the past few months I have been getting far less than the 52mb upload speeds I'm meant to be getting on the 1gb package instead my speeds have slowly declined to 17mb and sometimes less. My download seems fine but sometimes the signal drops out and I can't even load an internet page like Google.  I have rang multiple times to be told there is nothing wrong with my connection, I have rest the modem multiple times including factory reseting it. My modem is in router mode.

[Broders121]

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

[Broders121]

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

25	330750000	3.900002	38.983261	QAM256	25
18	274750000	4.500000	38.983261	QAM256	18
19	282750000	4.199997	38.983261	QAM256	19
20	290750000	3.500000	38.983261	QAM256	20
21	298750000	2.799999	38.983261	QAM256	21
22	306750000	3.099998	38.983261	QAM256	22
23	314750000	3.599998	38.605377	QAM256	23
24	322750000	3.900002	38.983261	QAM256	24
26	338750000	3.700001	38.605377	QAM256	26
27	346750000	3.400002	38.983261	QAM256	27
28	354750000	3.700001	38.983261	QAM256	28
29	362750000	3.599998	38.983261	QAM256	29
30	370750000	3.500000	38.983261	QAM256	30
31	378750000	3.299999	38.983261	QAM256	31
32	386750000	2.799999	38.983261	QAM256	32
33	394750000	2.500000	38.983261	QAM256	33
34	402750000	2.400002	38.983261	QAM256	34
35	410750000	2.099998	38.983261	QAM256	35
36	418750000	1.900002	38.983261	QAM256	36
37	426750000	2.200001	38.983261	QAM256	37
38	434750000	2.500000	38.983261	QAM256	38
40	442750000	2.700001	38.983261	QAM256	40
39	450750000	2.500000	38.605377	QAM256	39
41	458750000	2.299999	38.605377	QAM256	41
42	466750000	2.200001	38.983261	QAM256	42
43	474750000	2.200001	38.605377	QAM256	43
44	482750000	2.400002	38.983261	QAM256	44
45	490750000	2.200001	38.605377	QAM256	45
46	498750000	1.799999	38.605377	QAM256	46
47	506750000	1.500000	38.983261	QAM256	47
48	514750000	1.799999	38.983261	QAM256	48

3.0 Downstream channels

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

25	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	448	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.605377	0	0
24	Locked	38.983261	0	0
26	Locked	38.605377	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.983261	0	0
33	Locked	38.983261	0	0
34	Locked	38.983261	0	0
35	Locked	38.983261	0	0
36	Locked	38.983261	0	0
37	Locked	38.983261	0	0
38	Locked	38.983261	0	0
40	Locked	38.983261	0	0
39	Locked	38.605377	0	0
41	Locked	38.605377	0	0
42	Locked	38.983261	0	0
43	Locked	38.605377	0	0
44	Locked	38.983261	0	0
45	Locked	38.605377	0	0
46	Locked	38.605377	0	0
47	Locked	38.983261	0	0
48	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

49

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

49

Locked

39

-1.8

3791588906

19211

[Broders121]

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	60300000	48.520599	5120 KSym/sec	64QAM	1
2	46200000	47.270599	5120 KSym/sec	16QAM	3
3	39400000	47.020599	5120 KSym/sec	16QAM	4
4	53700000	48.020599	5120 KSym/sec	16QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	3	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[Broders121]

Thu Jan 1 00:01:27 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 19 17:02:20 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 19 18:05:50 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 22 19:30:31 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 22 21:19:30 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 22 22:32:50 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 22 22:49:52 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[newapollo]

---

@Broders121 wrote:

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	60300000	48.520599	5120 KSym/sec	64QAM	1
2	46200000	47.270599	5120 KSym/sec	16QAM	3
3	39400000	47.020599	5120 KSym/sec	16QAM	4
4	53700000	48.020599	5120 KSym/sec	16QAM	2

The upstream channels should all be 64QAM, you have three at 16 QAM.

Check all your cabling again, especially the white coaxial and make sure all is snug and tight.

If you haven't already done so perform a pinhole reset exactly as shown below

Keep the hub switched on and disconnect any ethernet connections, then push the reset button firmly with a paperclip or something similair. keep it pressed in for a full minute.

Then wait around 10 minutes and it should revert to factory settings. You can now reconnect the ethernet cables.

If you previously changed your router password it won't work and you will have to use the one printed on the sticker on the router. You can always change it again by going into the settings

Also have you looked at Check service status at the top of the page to see if there any problems listed?

If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

[Broders121]

Thanks for reply I have already pinhole reset my modem and checked wires are all tight. The service status is showing everything is fine but the speeds I get state otherwise.

[Broders121]

Can anyone help with this issue it seems I have a noise issue on my line and my upstream channels aren't saying locked at 64 qam so I'm not getting the upload Im meant to get. All cables have been checked and are tight and I have factory reset modem multiple times with no change. I'm on the 1gb package and getting upload speeds as low as 20mb.

[Zak_M]

Good morning @Broders121, 

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

I am sorry to hear that you have had some issues with your services. 

I have managed to locate your account via your forum information, I have checked the network & your power levels and everything seems to be in check. 

Do you have a live BQM set up? If not please could you set one up via think broadband.

Kind regards,

Zak_M

[Broders121]

I will set one up now I also marked my own answer as helpful by accident can this be undone please.