Speeds dropping frequently

[Phasmatic]

Hi,

been having issues with my 250mb package recently. On rare occasions it will be working at full speeds but more often than not the speed will be alot lower, as of late frequently dropping to 10-20mbps.

Was wondering if the power levels might be an issue as i did the self install without an engineer.

3.0 Downstream channels

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

4	162750000	1.1	40.4	QAM256	4
5	170750000	0.8	40.4	QAM256	5
6	178750000	0.7	40.4	QAM256	6
7	186750000	0.9	40.4	QAM256	7
8	194750000	1.1	40.4	QAM256	8
9	202750000	1.1	39	QAM256	9
10	210750000	1.2	40.4	QAM256	10
11	218750000	1.4	40.4	QAM256	11
12	226750000	1.5	40.4	QAM256	12
13	234750000	1.7	40.4	QAM256	13
14	242750000	1.9	40.4	QAM256	14
15	250750000	2.1	40.4	QAM256	15
16	258750000	2.6	40.4	QAM256	16
17	266750000	2.2	39	QAM256	17
18	274750000	1.7	40.9	QAM256	18
19	282750000	2.2	40.4	QAM256	19
20	290750000	2.7	40.4	QAM256	20
21	298750000	3.3	40.4	QAM256	21
22	306750000	3	40.4	QAM256	22
23	314750000	2.6	39	QAM256	23
24	322750000	2.1	39	QAM256	24
25	330750000	2.1	39	QAM256	25
26	338750000	2.4	40.4	QAM256	26
27	346750000	2.6	40.4	QAM256	27
28	354750000	2.7	40.4	QAM256	28
29	362750000	2.7	40.4	QAM256	29
30	370750000	2.8	40.4	QAM256	30
31	378750000	3	40.4	QAM256	31
32	386750000	2.9	40.4	QAM256	32
33	394750000	2.8	40.4	QAM256	33
34	402750000	2.8	39	QAM256	34

3.0 Upstream channels

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

1	49600000	48.8	5120 KSym/sec	QAM64	1
2	30100000	48	5120 KSym/sec	QAM64	4
3	43100000	48.5	5120 KSym/sec	QAM64	2
4	23600000	47.3	5120 KSym/sec	QAM64	5
5	36600000	48.3	5120 KSym/sec	QAM64	3

[Phasmatic]

3.0 Downstream channels

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

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	38.983261	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	38.983261	0	0
18	Locked	40.946209	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
25	Locked	38.983261	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0
32	Locked	40.366287	0	0
33	Locked	40.366287	0	0
34	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)

35

94

4K

1800

QAM4096

416

3.1 Downstream channels

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

35

Locked

42

2.3

10016374

0

[Cardiffman282]

Generally looks okay to me except that downstream channels 1-3 have gone Awol.

Maybe try a 30 second pinhole reset of the hub and try again. 

[VMUser1812]

The channel number and the Channel ID are, well, virtual numbers and in themselves don't mean anything. If you count how many downstream channels there are, you'll see the expected 31. 

So, in that respect it's fine

[Adri_G]

Hello Phasmatic, thanks for joining our help forums and welcome to the VM community.

Sorry to see you've been experiencing issues with your hub and service speeds, we'd love to help with this.

Could you please advise if the slow speed issue is on an ethernet connected device or over wireless?
Also, please visit here for more on our service speed tiers and minimum guaranteed speeds on wired - does the speed on a wired connection fall below what's advertised on our page?

If so, would you be able to remove all 3rd party equipment and devices connected (if any) and run a speed test as below:

a) while on router mode (over ethernet, all other devices and any 3rd party equipment disconnected)

b) while on modem mode

c) while on safe mode

Check and let us know what values you're getting and where we are with this, happy to assist.