Speed drop

[Priingleton]

Hello,

I had 1Gig installed on the 11th December 2021 and everything was perfect until last week, for the last week my download speed never goes past 90 Mbps. if I reboot my hub4 modem and my router the speed will be perfect 600-900 Mbps but 50-10 minutes later the speed drops again, these speed tests have been recorded from speedtest.net (Web and CLI) Sam Knows (speedtest.samknows.com) and nperf (nperf.com).

I have tested the download speed via wifi and ethernet on BOTH the router and modem (in router mode) but I get the same results.

Any help will be appreciated. 

[Priingleton]

Please find below my stats from the hub4.

3.0 Downstream channels

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

26	339000000	-3.599998	38.983261	QAM256	26
1	139000000	-0.299999	38.983261	QAM256	1
2	147000000	-0.599998	40.366287	QAM256	2
3	155000000	-0.900002	40.366287	QAM256	3
4	163000000	-1.099998	40.366287	QAM256	4
5	171000000	-1.400002	40.366287	QAM256	5
6	179000000	-1.700001	40.366287	QAM256	6
7	187000000	-2.099998	40.366287	QAM256	7
8	195000000	-2.299999	40.366287	QAM256	8
9	203000000	-2.400002	40.946209	QAM256	9
10	211000000	-2.700001	40.366287	QAM256	10
11	219000000	-3.000000	40.366287	QAM256	11
12	227000000	-3.200001	39.854763	QAM256	12
13	235000000	-3.400002	39.397190	QAM256	13
14	243000000	-3.799999	38.605377	QAM256	14
15	251000000	-3.900002	38.983261	QAM256	15
16	259000000	-3.200001	40.366287	QAM256	16
17	267000000	-3.099998	38.983261	QAM256	17
18	275000000	-3.200001	38.983261	QAM256	18
19	283000000	-3.099998	40.366287	QAM256	19
20	291000000	-3.000000	38.983261	QAM256	20
21	299000000	-3.400002	40.366287	QAM256	21
22	307000000	-3.900002	38.983261	QAM256	22
23	315000000	-4.299999	38.983261	QAM256	23
24	323000000	-4.099998	38.983261	QAM256	24
25	331000000	-3.599998	38.983261	QAM256	25
27	347000000	-3.900002	38.983261	QAM256	27
28	355000000	-4.200001	38.983261	QAM256	28
29	363000000	-4.200001	38.605377	QAM256	29
30	371000000	-4.500000	38.983261	QAM256	30
31	379000000	-5.299999	38.605377	QAM256	31

3.0 Downstream channels

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

26	Locked	38.983261	3	0
1	Locked	38.983261	1	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.946209	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	39.854763	0	0
13	Locked	39.397190	0	0
14	Locked	38.605377	0	0
15	Locked	38.983261	0	0
16	Locked	40.366287	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	40.366287	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
25	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0

3.1 Downstream channels

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

159

96

4K

1880

QAM2048

759

3.1 Downstream channels

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

159

Locked

40

-9.1

56737135

7

[Adduxi]

Your BQM is a mess and the 3.1 DS Channel should be 4096 QAM, and the power is also too low, should be between -6 and +10 .

You will need a VM technician to sort this out.

Either phone in or wait here a day or two for a VM Mod to pick this up.

[Paulina_Z]

Hi @Priingleton,

Welcome back to our Community Forums! Thank you for your post, and I'm sorry to hear that you're experiencing some ongoing speed issues with your broadband at the moment! I can understand how frustrating this is. 

I have been able to locate your account and I can see that your downstream power levels are not looking so great at the moment. As @Adduxi stated, you will need a technician appointment. I will send you a Private Message to discuss this further. 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.

[Paulina_Z]

Hi @Priingleton,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your speed issue – you can check and amend the date and time via the online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Thank you.

[Priingleton]

@Paulina_Z,

that's perfect, thank you, are you able to make sure the engineer knows what the issue is? as every time I have an engineer out, they don't know what's wrong and they don't fix anything.

Many thanks

[Steven_L]

Thanks for coming back to us @Priingleton.

Full notes have been added to your account to advise the visiting engineer of your issues.

Regards,

Steven_L