on 13-09-2021 17:18
Hi,
I'm currently on the 350mb package and ordinarily I get around a 35mb upstream. However, in the past few days I've noticed that my upload speed ranges between 5mb and 10mb. And whilst my BQM is mostly normal, I experience significant packet loss whilst uploading even small amounts of data (i.e 2 or 3 photos to Onedrive). This did not occur when I enjoyed a 35mb upstream. For what it's worth, I've pasted my router stats below. I've tried rebooting the router and using wired connections only. There are no reported faults in my area.
| ||
Cable Modem Status | ||
Item | Status | Comments |
Acquired Downstream Channel (Hz) | 139000000 | Locked |
Ranged Upstream Channel (Hz) | 53700000 | Locked |
Provisioning State | Online |
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 139000000 | 5.1 | 38 | 256 qam | 1 |
2 | 147000000 | 5.3 | 38 | 256 qam | 2 |
3 | 155000000 | 5.1 | 38 | 256 qam | 3 |
4 | 163000000 | 5 | 38 | 256 qam | 4 |
5 | 171000000 | 5.1 | 38 | 256 qam | 5 |
6 | 179000000 | 5 | 38 | 256 qam | 6 |
7 | 187000000 | 5 | 38 | 256 qam | 7 |
8 | 195000000 | 4.8 | 38 | 256 qam | 8 |
9 | 203000000 | 4.4 | 38 | 256 qam | 9 |
10 | 211000000 | 4 | 38 | 256 qam | 10 |
11 | 219000000 | 4 | 38 | 256 qam | 11 |
12 | 227000000 | 4 | 38 | 256 qam | 12 |
13 | 235000000 | 4 | 38 | 256 qam | 13 |
14 | 243000000 | 3.7 | 38 | 256 qam | 14 |
15 | 251000000 | 3.7 | 38 | 256 qam | 15 |
16 | 259000000 | 3.9 | 40 | 256 qam | 16 |
17 | 267000000 | 3.7 | 38 | 256 qam | 17 |
18 | 275000000 | 3.2 | 38 | 256 qam | 18 |
19 | 283000000 | 3.4 | 38 | 256 qam | 19 |
20 | 291000000 | 3.5 | 40 | 256 qam | 20 |
21 | 299000000 | 3.9 | 38 | 256 qam | 21 |
22 | 307000000 | 3.7 | 38 | 256 qam | 22 |
23 | 315000000 | 3.7 | 40 | 256 qam | 23 |
24 | 323000000 | 3.7 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 38.6 | 1726089 | 100704 |
2 | Locked | 38.9 | 59174 | 118338 |
3 | Locked | 38.9 | 92266 | 102757 |
4 | Locked | 38.9 | 709909 | 30381 |
5 | Locked | 38.9 | 63119 | 29546 |
6 | Locked | 38.9 | 120941 | 0 |
7 | Locked | 38.9 | 87 | 0 |
8 | Locked | 38.9 | 6 | 0 |
9 | Locked | 38.9 | 6 | 0 |
10 | Locked | 38.9 | 7 | 0 |
11 | Locked | 38.9 | 9 | 0 |
12 | Locked | 38.9 | 11 | 0 |
13 | Locked | 38.9 | 12 | 0 |
14 | Locked | 38.9 | 6 | 0 |
15 | Locked | 38.9 | 6 | 0 |
16 | Locked | 40.3 | 6 | 0 |
17 | Locked | 38.9 | 7 | 0 |
18 | Locked | 38.9 | 7 | 0 |
19 | Locked | 38.6 | 5 | 0 |
20 | Locked | 40.3 | 5 | 0 |
21 | Locked | 38.6 | 7 | 0 |
22 | Locked | 38.9 | 11 | 0 |
23 | Locked | 40.3 | 10 | 0 |
24 | Locked | 38.9 | 12 | 0 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 53700000 | 46.3 | 5120 | 64 qam | 2 |
2 | 60300000 | 46 | 5120 | 64 qam | 1 |
3 | 46200000 | 46 | 5120 | 64 qam | 3 |
4 | 39400000 | 46.3 | 5120 | 64 qam | 4 |
Upstream bonded channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062-b.cm |
Primary Downstream Service Flow
SFID | 13546 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 13545 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 13-09-2021 21:08
on 13-09-2021 21:56
Thanks John,
I did as you suggested and my RS Errors did reset to zero. I've now reposted my errors below, after 30 minutes of uptime. I have logged a call with customer services. They have escalted the issue to their 2nd line and are monitoring my connection for the next seven days.
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 196677 | 18091 |
2 | Locked | 38.9 | 11873 | 24783 |
3 | Locked | 38.9 | 18771 | 18595 |
4 | Locked | 38.9 | 76155 | 7148 |
5 | Locked | 38.9 | 15461 | 5828 |
6 | Locked | 38.6 | 11931 | 0 |
7 | Locked | 38.9 | 10 | 0 |
8 | Locked | 38.9 | 5 | 0 |
9 | Locked | 38.9 | 6 | 0 |
10 | Locked | 38.9 | 5 | 0 |
11 | Locked | 38.6 | 6 | 0 |
12 | Locked | 38.9 | 6 | 0 |
13 | Locked | 38.9 | 6 | 0 |
14 | Locked | 38.9 | 5 | 0 |
15 | Locked | 38.9 | 5 | 0 |
16 | Locked | 40.3 | 6 | 0 |
17 | Locked | 38.9 | 4 | 0 |
18 | Locked | 40.3 | 5 | 0 |
19 | Locked | 38.9 | 6 | 0 |
20 | Locked | 40.3 | 4 | 0 |
21 | Locked | 38.6 | 5 | 0 |
22 | Locked | 38.9 | 6 | 0 |
23 | Locked | 40.3 | 5 | 0 |
24 | Locked | 38.9 | 6 | 0 |
on 13-09-2021 22:59
Thank John,
I've done what you've suggested and reposted my stats below. I've logged a call with customer services. Even though they couldn't find a specific fault with my connection, they've esclated it to their second line. Also, the call handler told me that there is a 'short term network issue' which might affect me, but he couldn't elborate further. He also said they'd monitor my line for 7 days.
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 421549 | 19768 |
2 | Locked | 38.9 | 13222 | 26784 |
3 | Locked | 38.9 | 21027 | 20144 |
4 | Locked | 38.9 | 143486 | 7771 |
5 | Locked | 38.9 | 17136 | 6357 |
6 | Locked | 38.6 | 20525 | 0 |
7 | Locked | 38.9 | 26 | 0 |
8 | Locked | 38.9 | 5 | 0 |
9 | Locked | 38.9 | 6 | 0 |
10 | Locked | 38.9 | 7 | 0 |
11 | Locked | 38.9 | 6 | 0 |
12 | Locked | 38.9 | 6 | 0 |
13 | Locked | 38.6 | 7 | 0 |
14 | Locked | 40.3 | 5 | 0 |
15 | Locked | 38.9 | 5 | 0 |
16 | Locked | 40.3 | 9 | 0 |
17 | Locked | 38.9 | 5 | 0 |
18 | Locked | 40.9 | 6 | 0 |
19 | Locked | 38.9 | 10 | 0 |
20 | Locked | 40.3 | 4 | 0 |
21 | Locked | 38.9 | 6 | 0 |
22 | Locked | 38.9 | 9 | 0 |
23 | Locked | 40.3 | 8 | 0 |
24 | Locked | 38.9 | 6 | 0 |
13-09-2021 23:02 - edited 13-09-2021 23:05
Thank's John.
I've done what you suggested and pasted my updated stats below. I logged a ticket with CS. They couldn't find any faults on my line but they've esclated the issue to their second line and are monitoring my connection for the next seven days. They also told me that there is a temporary network issue that may be affecting me, but they were unable to elobarte further.
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 421549 | 19768 |
2 | Locked | 38.9 | 13222 | 26784 |
3 | Locked | 38.9 | 21027 | 20144 |
4 | Locked | 38.9 | 143486 | 7771 |
5 | Locked | 38.9 | 17136 | 6357 |
6 | Locked | 38.6 | 20525 | 0 |
7 | Locked | 38.9 | 26 | 0 |
8 | Locked | 38.9 | 5 | 0 |
9 | Locked | 38.9 | 6 | 0 |
10 | Locked | 38.9 | 7 | 0 |
11 | Locked | 38.9 | 6 | 0 |
12 | Locked | 38.9 | 6 | 0 |
13 | Locked | 38.6 | 7 | 0 |
14 | Locked | 40.3 | 5 | 0 |
15 | Locked | 38.9 | 5 | 0 |
16 | Locked | 40.3 | 9 | 0 |
17 | Locked | 38.9 | 5 | 0 |
18 | Locked | 40.9 | 6 | 0 |
19 | Locked | 38.9 | 10 | 0 |
20 | Locked | 40.3 | 4 | 0 |
21 | Locked | 38.9 | 6 | 0 |
22 | Locked | 38.9 | 9 | 0 |
23 | Locked | 40.3 | 8 | 0 |
24 | Locked | 38.9 | 6 | 0 |
on 14-09-2021 08:28
Hi ashgibbo61,
Welcome to our community forums and thank you for your first posts.
Sorry to hear you are having issues with your upload speeds. We are however glad that you have gotten in contact with our team regarding this who are monitoring your service. Please let us know the results during this period and if you need any further help.
Thanks,
on 14-09-2021 13:18
@Akua_A Can you tell us why CS said the customer needs to monitor the connection for seven days? There are thousands of PostRS errors appearing in a minute or two after a restart - that is not going to change in seven days. It usually signifies a noise problem that either requires a Tech visit asap, or - its a known network SNR issue. Is that so - and if so - what is the fault reference number and estimated fix date?
on 14-09-2021 21:27
An update....
I phoned the call centre again tonight for an update. The call handler told me that my fault hadn't actually been escalted to the 2nd line and that they need to monitor my connection for seven days first. He also told me their 'might' be an issue in my area but they couldn't give me a fault code or a definitive fix date (like the previous call handler did), he then went on to say that he could book an engineer for me, but it might cost me £20 if the engineer isn't required. And if that wasn't bad enough, he then decided to tell me that I could be experiencing these problems because my speed (350mb) is too slow and he recommended that I upgrade to 500mb. The customer service was that unbelievable, it felt like I was on an episode of Fonejacker!
I'll try to phone during normal office hours tomorrow and hope for a sensible conversation....
on 15-09-2021 08:36
Hi @ashgibbo61,
Thank you for coming back to us in regards to your issue. I'm really sorry to hear that this has been your experience with our call team. This is not the service we aim to provide. Apologies.
After running some further checks on your account, I can see that your upstream and downstream power levels are out of spec and not where they should be. This could be impacting your connection and causing slow speeds.
In order to have this issue resolved, we would need to have a technician look into this further for you.
I will send you a Private Message in order to confirm a few details so we can have a technician booked in for you. Please keep an eye out for a purple envelope at the top right corner of your Forum page.
I will be in touch soon. 🙂
Thank you,
on 15-09-2021 10:34
Hi @ashgibbo61,
Thank you for coming back to my Private Message and for confirming your details with me.
I was able to book in an appointment for you, and confirmed the time and date over PM. Please let me know if you're happy with the scheduled time. I'm more than happy to amend this for you if needed.
You can always manage your appointment via your online account is necessary.
Please keep us updated on how your appointment goes and if you need any further assistance.
Thank you.