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Message 1 of 18
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Speed and latency issues

Hi I have been having problems with my broadband for years now. Despite every effort and multiple technicians visiting, the problems are unresolved. The issues are intermittent, they affect wired connections, overall speed and latency at seemingly random times that are both during off and on peak times. When I call to report the problem, it is identified as a fault by the automated service and someone on the phone says they can see issues and need to send out an engineer. The problem is that as these issues are intermittent, the engineer often comes while it is stable so can not confirm it.

I have been told by engineers that the problem is the cable lines in the area needing upgrades but they are unable to escalate it to start the works.  About 6 months ago I was told it's due to covid and everyone working from home. Before that it was "high utilization" which due date kept being pushed further until it was no longer that issue. I am currently using a new superhub for the past month and nothing has changed. It needs restarting every day but the benefits from this are minor. I have tried everything, extensively researching and I need help!

I set a broadband monitor but it is showing 100% packet loss and I think this is due to an ICMP setting which is no longer on the Superhub 3. I suppose the solution is to disable the firewall but is that recommended?

Here is a typical ping test when it is unstable: Ping test

Kind regards

Waseem

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Message 2 of 18
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Re: Speed and latency issues

Router status:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12427500003.540256 qam14
21387500003.740256 qam1
3146750000440256 qam2
4154750000440256 qam3
5162750000440256 qam4
61707500004.140256 qam5
71787500004.140256 qam6
81867500004.140256 qam7
9194750000440256 qam8
10202750000440256 qam9
11210750000440256 qam10
122187500003.740256 qam11
132267500003.540256 qam12
142347500003.540256 qam13
152507500003.440256 qam15
162587500003.440256 qam16
172667500003.240256 qam17
182747500003.240256 qam18
19282750000340256 qam19
202907500002.940256 qam20
212987500003.240256 qam21
223067500003.240256 qam22
233147500003.440256 qam23
243227500003.240256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.340
2Locked40.310
3Locked40.360
4Locked40.360
5Locked40.360
6Locked40.9240
7Locked40.3170
8Locked40.3200
9Locked40.3180
10Locked40.340
11Locked40.360
12Locked40.970
13Locked40.350
14Locked40.980
15Locked40.3110
16Locked40.980
17Locked40.950
18Locked40.950
19Locked40.390
20Locked40.380
21Locked40.3210
22Locked40.3220
23Locked40.3200
24Locked40.918

0

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370002141512064 qam1
23260000239.5512064 qam4
33939999839.5512064 qam3
44620003941512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Speed and latency issues

Network Log

Time Priority Description

12/11/2020 11:49:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 20:19:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 18:32:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 18:00:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 17:56:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 17:09:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 13:37:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 06:58:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 01:16:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 23:20:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 19:52:33noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 19:52:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:52:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:52:50criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:52:50criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:52:50criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:52:50criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:52:50criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:52:50criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:52:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Alessandro Volta
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Message 4 of 18
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Re: Speed and latency issues

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Speed and latency issues

Hi Mike

As stated in my original post the broadband monitor is not displaying correctly. However here is the link as requested:

Monitor 

 

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Message 6 of 18
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Re: Speed and latency issues

Set your Hub Firewall as shown below ...

Hub-3-Firewall

 

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 7 of 18
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Re: Speed and latency issues

Thank you for the instructions. I believe those are the default settings which match my own. I resolved it, for others reference it was due to my old monitor from a year ago having now changed IP address. Creating a new monitor seems best practice.

 

New Monitor Link 

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Message 8 of 18
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Re: Speed and latency issues

Any further insight to my situation Mike? The monitor seems to indicate there is latency issues and spikes throughout the day and evening as seen here 

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/d90e425ac70cd5df11774b5f7dde3b6c6146fa83-13-11-2020][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/d90e425ac70cd5df11774b5f7dde3b6c6146fa83-13-11-2020.png[/img][/url]

 

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Message 9 of 18
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Re: Speed and latency issues

Your HUB stats are actually ok, however your BQM is terrible!

It could be over subscription in your area which is never a quick fix.

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Message 10 of 18
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Re: Speed and latency issues

That’s interesting to know about the hub Carl, personally I could not make sense of it.

Yes I agree it’s likely to do with the area however when problems started happening a few years ago many works were carried out specifically for high utilisation which eventually finished last year. I would hope if this is a reason there could be works planned in the near future.

Not sure what else can be done, contract is up this month and I’ve upgraded broadband as far as they would let me. I fear I am running out of options!

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