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poor speed and disconnection issues

Hi
We are having very bad connection issues. My wife and I both work from home and are suffering frequent disconnections on internet calls and general work. The same issues occur over Ethernet and wi-fi which makes work nearly impossible. Using a VPN had no impact on results either.

I have reset the hub, restarted it etc. I have checked connections, and everything seems ok. But calls are constantly being interrupted making any form of customer service incredibly difficult and frustrating.

Download speeds are typically between 20-50Mbps and upload is mainly below 0.5Mbps.

Any help, contact numbers etc would be appreciated.

SamKnows :
Latency 17.4 ms
Jitter 1.57 ms
Download 39.6 Mbps
Upload 298 Kbps

 BQM 

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Re: poor speed and disconnection issues

Ookla Speedtest results.

TEST_DATE

DL Mbps

UL Mbps

LAT MS

SERVER

DIST

MODE

SERV

01/22/2021 9:36

24.21

0.16

14

Salisbury

50

multi

4

01/22/2021 9:35

59.89

0.9

19

Salisbury

50

multi

4

01/22/2021 9:33

94.01

2.21

14

Brentford

50

multi

4

01/22/2021 9:32

60.38

12.83

18

Brentford

50

multi

4

01/22/2021 9:31

40.61

0.69

13

Brentford

50

multi

4

01/22/2021 0:19

55.19

0.32

14

Salisbury

50

multi

4

01/21/2021 22:27

33.05

0.2

13

Brentford

50

multi

4

01/21/2021 22:17

30.53

0.14

14

Brentford

50

multi

4

01/21/2021 22:16

37.17

0.14

13

Brentford

50

multi

4

01/21/2021 21:22

41.8

0.29

12

Brentford

50

multi

4

01/21/2021 17:37

70.23

3.37

14

Brentford

50

multi

4

01/21/2021 16:36

32.15

0.2

13

Brentford

50

multi

4

01/21/2021 16:35

44.84

0.1

13

Salisbury

50

multi

4

01/21/2021 15:15

39.67

1.77

14

London

50

multi

4

01/21/2021 14:40

29.77

0.04

14

London

50

multi

4

01/21/2021 11:55

28.13

0.34

15

London

0

multi

4

01/21/2021 11:51

16.1

11.64

19

London

0

multi

4

01/21/2021 11:48

22.55

0.26

17

Brentford

0

multi

4

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Re: poor speed and disconnection issues

 

 

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

138750000

Locked

Ranged Upstream Channel (Hz)

53700000

Locked

Provisioning State

Online

 



Downstream

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

138750000

-7

36

256 qam

1

2

146750000

-6.7

37

256 qam

2

3

154750000

-7.2

36

256 qam

3

4

162750000

-7

36

256 qam

4

5

170750000

-6.5

37

256 qam

5

6

178750000

-6.5

37

256 qam

6

7

186750000

-6.5

37

256 qam

7

8

194750000

-6.5

37

256 qam

8

9

202750000

-6.4

37

256 qam

9

10

210750000

-6

37

256 qam

10

11

218750000

-6.2

37

256 qam

11

12

226750000

-6.2

37

256 qam

12

13

234750000

-6

37

256 qam

13

14

242750000

-6

37

256 qam

14

15

250750000

-6

37

256 qam

15

16

258750000

-6

37

256 qam

16

17

266750000

-5.7

37

256 qam

17

18

274750000

-5.2

37

256 qam

18

19

282750000

-5.4

37

256 qam

19

20

290750000

-5.5

37

256 qam

20

21

298750000

-5.7

37

256 qam

21

22

306750000

-5.7

37

256 qam

22

23

314750000

-5

37

256 qam

23

24

322750000

-5

37

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

36.1

1068945

1673508

2

Locked

37

2095357

425178

3

Locked

36.6

1527467

2091938

4

Locked

36.8

1366668

2483156

5

Locked

37.6

763117

28361

6

Locked

37.3

1924017

1897915

7

Locked

37.3

1996899

1621365

8

Locked

37.6

6920

34

9

Locked

37.3

3494

0

10

Locked

37.3

2433

1

11

Locked

37.6

2728

2

12

Locked

37.6

2602

0

13

Locked

37.3

3293

6

14

Locked

37.6

4320

15

15

Locked

37.6

3304

59

16

Locked

37.6

3528

105

17

Locked

37.3

3417

114

18

Locked

37.6

5122

99

19

Locked

37.6

7448

45

20

Locked

37.6

6205

0

21

Locked

37.6

4099

0

22

Locked

37.6

1403

0

23

Locked

37.6

68

0

24

Locked

37.3

62

0

 

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Re: poor speed and disconnection issues

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700000

43

5120

64 qam

6

2

60300000

43.3

5120

64 qam

5

3

39400000

42.5

5120

64 qam

8

4

46200000

42.5

5120

64 qam

7




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

5

0

2

ATDMA

0

0

5

0

3

ATDMA

0

0

3

0

4

ATDMA

0

0

1

0

 

 

 

Network Log

Time

Priority

Description

22/01/2021 09:14:42

critical

No Ranging Response received - T3 time-out;

22/01/2021 09:13:43

Warning!

RCS Partial Service;

22/01/2021 09:13:21

critical

No Ranging Response received - T3 time-out;

22/01/2021 09:11:27

Warning!

RCS Partial Service;

22/01/2021 09:11:16

critical

SYNC Timing Synchronization failure - Loss of Sync;

22/01/2021 09:11:2

Warning!

RCS Partial Service;

22/01/2021 09:09:40

critical

SYNC Timing Synchronization failure - Loss of Sync;

22/01/2021 09:05:44

Warning!

RCS Partial Service;

22/01/2021 09:05:31

critical

SYNC Timing Synchronization failure - Loss of Sync;

22/01/2021 09:03:18

Warning!

RCS Partial Service;

22/01/2021 09:03:10

critical

SYNC Timing Synchronization failure - Loss of Sync;

22/01/2021 09:00:3

Warning!

RCS Partial Service;

22/01/2021 08:59:51

critical

SYNC Timing Synchronization failure - Loss of Sync;

22/01/2021 08:58:25

Warning!

RCS Partial Service;

22/01/2021 08:58:7

critical

No Ranging Response received - T3 time-out

22/01/2021 08:56:3

Warning!

RCS Partial Service;

22/01/2021 08:55:24

notice

LAN login Success;

22/01/2021 08:53:48

Warning!

RCS Partial Service;

22/01/2021 08:53:43

critical

SYNC Timing Synchronization failure - Loss of Sync;

22/01/2021 08:52:26

Warning!

RCS Partial Service;

 

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