Speed slower following outage

[mda99das]

On Tuesday in my area NW London there were numerous reports of issues higher up the chain, and on the service status there was a fault in my postcode area.

I called tech support and part of me thought maybe the router overheated. This was the day we had 40 °C weather, but the Hub 5 has been very good.

Did the whole turning on and off, and the whole diagnostics their side, and eventually the tech support advisor based in India spoke to a technician, who advised of a pin hole reset.

I did that and it got it up and running, but the speeds were a lot slower just on the bare ethernet. I was getting 950 and on occasion touching 1 gig, but now it idles at 450 and on touches goes to 750. Can anyone explain this ?

[newapollo]

Hi @mda99das 

Sorry to see you are having problems, especially after the cable repull.

Is there anything currently showing on the Service Status number  0800 561 0061?  This often gives details of more local issues down to postcode level.

Using https://samknows.com/realspeed/  what speed are you getting to your hub?

Have you tried a different ethernet cable, also possibly a different ethernet port?

Have wireless speeds deteriorated too?

It would help if you could post some stats for the tech guru's on the forum to check.. 

Log into the hub 192.168.0.1 -  they will need the full details from the Router Status page. So please  copy/paste 3 FULL sets of data onto here (not screenshots) – from the Downstream, Upstream, & Network Logs pages.  You might see an error when trying to post the info from the network logs page - ignore it and click on "Post" again and it will go through.

You should also set up a BQM monitor  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 can post the link straight away.

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 then click OK.

[mda99das]

This is really interesting:

When I had the installation done, samknows did not work, and the engineer did say it was because I had a hub 5. I then used the  speedtest.net which gave the results that I had mentioned earlier

I noticed that the speed had dropped after doing the pinhole reset. On this day the cable pull had NOT been done. It was supposed to be, but given it was the hottest day of the year, I would not expect Kelly to work in 40°C weather!

I have done the samknows

Speed to SamKnows Enabled Device Download

Mbps 1148

Speed to computer Download

Mbps 322

Upload

Mbps 56.0

Latency

ms

9.52

Jitter

ms

1.04

Packet loss

%

0.0706

Upload

Mbps

56.5

Latency

ms

11.7

Jitter

ms

6.20

Packet loss

%

N/A

Ill add the router stuff in another line

[mda99das]

Downstream bonded channels

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

1	306000000	1.7	37	QAM 256	22
2	138000000	5.3	36	QAM 256	1
3	146000000	5.1	39	QAM 256	2
4	154000000	4.8	38	QAM 256	3
5	162000000	4.5	39	QAM 256	4
6	170000000	4.3	34	QAM 256	5
7	178000000	4.2	39	QAM 256	6
8	186000000	4.1	38	QAM 256	7
9	194000000	4.1	38	QAM 256	8
10	202000000	3.8	37	QAM 256	9
11	210000000	3.8	39	QAM 256	10
12	218000000	3.7	39	QAM 256	11
13	226000000	3.5	38	QAM 256	12
14	234000000	3.4	38	QAM 256	13
15	242000000	3.2	39	QAM 256	14
16	250000000	2.8	37	QAM 256	15
17	258000000	2.5	38	QAM 256	16
18	266000000	2.1	39	QAM 256	17
19	274000000	1.7	38	QAM 256	18
20	282000000	1.5	36	QAM 256	19
21	290000000	1.6	39	QAM 256	20
22	298000000	1.7	37	QAM 256	21
23	314000000	1.6	38	QAM 256	23
24	322000000	1.4	35	QAM 256	24
25	330000000	1.2	39	QAM 256	25
26	338000000	1	37	QAM 256	26
27	346000000	0.8	38	QAM 256	27
28	354000000	0.5	36	QAM 256	28
29	362000000	0.3	38	QAM 256	29
30	370000000	0.1	37	QAM 256	30
31	378000000	0.1	38	QAM 256	31

Downstream bonded channels

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

1	Locked	37	19	243
2	Locked	36	1	659
3	Locked	39	2	689
4	Locked	38	3	464
5	Locked	39	0	275
6	Locked	34	0	129
7	Locked	39	0	92
8	Locked	38	0	85
9	Locked	38	0	89
10	Locked	37	0	102
11	Locked	39	0	127
12	Locked	39	0	185
13	Locked	38	0	209
14	Locked	38	0	215
15	Locked	39	0	234
16	Locked	37	0	226
17	Locked	38	0	238
18	Locked	39	0	221
19	Locked	38	0	206
20	Locked	36	0	200
21	Locked	39	0	177
22	Locked	37	0	155
23	Locked	38	0	118
24	Locked	35	0	110
25	Locked	39	0	96
26	Locked	37	0	94
27	Locked	38	0	98
28	Locked	36	0	99
29	Locked	38	0	115
30	Locked	37	0	154
31	Locked	38	0	144

Upstream bonded channels

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

1	60300000	43.8	5120	QAM 64	1
2	53700000	42.5	5120	QAM 64	2
3	46200000	41	5120	QAM 64	3
4	39400000	40	5120	QAM 64	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

Network Log

Time Priority Description

21-07-2022 14:56:59	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-07-2022 14:56:59	warning	Dynamic Range Window violation
21-07-2022 04:16:32	warning	Dynamic Range Window violation
21-07-2022 04:16:32	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-07-2022 10:13:23	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
20-07-2022 10:13:23	notice	CM-STATUS message sent. Event Type Code: 22; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-07-2022 10:13:23	notice	CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-07-2022 10:13:23	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-07-2022 10:13:18	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27 28 29 30 31 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
20-07-2022 10:12:50	warning	Dynamic Range Window violation
20-07-2022 10:12:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-07-2022 10:12:50	warning	Dynamic Range Window violation
20-07-2022 10:12:50	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-07-2022 10:12:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-07-2022 10:11:49	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-07-2022 10:11:48	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-07-2022 10:11:45	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-07-2022 21:43:36	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-07-2022 21:43:29	notice	REGISTRATION COMPLETE - Waiting for Operational status
19-07-2022 21:43:23	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-07-2022 21:43:19	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-07-2022 21:43:17	notice	Honoring MDD; IP provisioning mode = IPv4
19-07-2022 21:43:07	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-07-2022 21:43:00	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[mda99das]

Ok just realised something, the 3 connections on the ethernet port of the router are used, but when I was trying to figure out what was going on I never plugged my main switch into the 2.5 gig port.

Done that and I have got a boost on the speedtest to about 930 meg

[newapollo]

Hi again @mda99das 

The samknows figures show you are getting full speed to the hub.  The download speed to your computer is around the same as mine, however I'm on the M600 connection, and the upload speed to your  computer is a little bit higher than would be expected.

I've got my computer connected to the 2.5 port on the hub 5 which should give the fastest speed, however I don't get any higher if I connect to any of the other ports. It's probably the age of my computer, plus it hasn't got enough power to cope. (I'm not saying that applies to you though)

The following page shows the speeds you should be getting

 https://www.virginmedia.com/broadband/our-speeds-explained 

[newapollo]

Hi again @mda99das 

Our posts crossed there.

It's good to see you had a boost in speed when connecting to the 2.5 port, however it might not maintain that speed.

There's an oddity in the figures you posted as there should be figures for the 3.1 channel - it should look something like those below

3.1 Downstream channels

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

33

96

4K

1880

QAM4096

424

3.1 Downstream channels

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

33

Locked

38

4

102516830

0

[mda99das]

I have just checked the items, and have copied and pasted as it is.

I have hub 5.

In my case the stats are in advanced settings, Network Status and then the 5 column tabs:

1) Status

2) Downstream

3) Upstream

4) Config.

5) Network log