speed on 200 very poor recently

[speedway59]

Getting some very poor speed at present would appreciate if anyone can see an issue with the Hub its a 2 - The desktop is wired and should be getting 200 which until recently was not an issue.

Speedtest

Date	Latency	Download	Upload	ConnType
Sep/18/2021 13:05	19.989	72.36562	20.12998	Ethernet
Sep/18/2021 12:53	21.536	8.5514	0.030288	Ethernet
Sep/18/2021 12:33	21.718	72.04708	21.08054	Ethernet
Sep/18/2021 12:32	30.081	15.61461	11.47741	Ethernet
Sep/18/2021 12:31	20.188	75.19564	13.8399	Ethernet
Sep/17/2021 20:17	20.053	70.61655	21.10944	Ethernet
Sep/16/2021 18:00	26.103	70.70201	21.10678	Ethernet
Sep/16/2021 17:46	21.542	46.34132	20.31406	Ethernet
Sep/10/2021 13:13	20.796	46.41834	20.55369	Ethernet
Jul/25/2021 15:44	21.256	26.33423	20.30187	Ethernet
Jun/26/2021 11:07	19.651	221.3619	21.35861	Ethernet
Jun/07/2021 10:35	20.587	221.9992	21.28102	Ethernet
May/19/2021 9:25	19.334	170.9638	20.79346	Ethernet
Apr/05/2021 15:15	20.713	221.2211	21.00595	Ethernet

Super Hub 2

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked	18	275000000 Hz	256 QAM	-1.9 dBmV	37.4 dB	2309	1601
Locked	17	267000000 Hz	256 QAM	-2.3 dBmV	37.6 dB	2896	1898
Locked	19	283000000 Hz	256 QAM	-0.8 dBmV	37.9 dB	2580	1856
Locked	20	291000000 Hz	256 QAM	-0.7 dBmV	37.9 dB	3095	2359
Locked	21	299000000 Hz	256 QAM	-0.6 dBmV	39.0 dB	2173	1474
Locked	22	307000000 Hz	256 QAM	-0.7 dBmV	39.4 dB	3226	2492
Locked	23	315000000 Hz	256 QAM	-0.7 dBmV	39.4 dB	3404	2533
Locked	24	323000000 Hz	256 QAM	-0.8 dBmV	39.4 dB	3763	2754

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page. Not sure if these are the figures that help. 

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

NotLocked	0	0 Hz		0 dBmV			0 Ksym/sec
NotLocked	0	0 Hz		0 dBmV			0 Ksym/sec
NotLocked	0	0 Hz		0 dBmV			0 Ksym/sec
Locked	5	32600000 Hz	ATDMA	46.5 dBmV	64QAM	6400000 Hz	5120 Ksym/sec

[jbrennand · Accepted solution]

Looks like the Up channels are not locked on. Can you do this...
______________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the 4 Upstream channels are now all showing locked on.

Repost the table

[speedway59]

@jbrennand  Thanks for the advice

seems the longer switch of for reboot did some good (also double checked again all cables and connections). So the Upstreams are now showing "locked"

however does not appear to have improved the download speeds.

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked	18	275000000 Hz	256 QAM	-1.0 dBmV	37.9 dB	133570	52283
Locked	17	267000000 Hz	256 QAM	-2.2 dBmV	37.4 dB	152321	61903
Locked	19	283000000 Hz	256 QAM	-0.3 dBmV	38.3 dB	123968	44977
Locked	20	291000000 Hz	256 QAM	-0.1 dBmV	37.9 dB	121885	41030
Locked	21	299000000 Hz	256 QAM	-0.1 dBmV	39.4 dB	123388	38196
Locked	22	307000000 Hz	256 QAM	-0.3 dBmV	39.4 dB	126621	44318
Locked	23	315000000 Hz	256 QAM	-0.2 dBmV	39.4 dB	121120	43518
Locked	24	323000000 Hz	256 QAM	-0.3 dBmV	39.4 dB	121658	44551

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

Locked	3	46200000 Hz	ATDMA	49.5 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	1	60300000 Hz	ATDMA	51.0 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	2	53700000 Hz	ATDMA	51.0 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	4	39400000 Hz	ATDMA	48.0 dBmV	64QAM	6400000 Hz	5120 Ksym/sec

Date	Latency	Download	Upload	ConnType
Sep/18/2021 15:37	21.005	70.96008	21.11324	Ethernet
Sep/18/2021 15:34	21.879	70.85058	21.10058	Ethernet
Sep/18/2021 13:05	19.989	72.36562	20.12998	Ethernet
Sep/18/2021 12:53	21.536	8.5514	0.030288	Ethernet
Sep/18/2021 12:33	21.718	72.04708	21.08054	Ethernet

[jbrennand]

I dont like the look of the Rs errors. A few are "normal" on a SH2 but 1000's so soon after a reset is unusual. Can you press the reset buttons in the settings to get them back to 0 then see how quickly they start to reappear. Your up channels are also at the upper end of the power range. Are there any T errors showing now?

Looks like you are testing speeds on an Ethernet cable connected device? Can you test with a new ethernet cable. Also test on wifi. use.. https://speedtest.samknows.com/

Also set up a BQM like this...
_________________________

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[speedway59]

Hi John

changed the cable , however I cannot seem to find a reset point for anything but activity summary.

even using the info on screen - To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Ran Samknows on the tablet 

Latency 25.2ms  Jitter 3.73ms  Download 199Mbps  Upload 18.0Mbps      seems Ok as does all WiFi runs through BT Home Disc (old white version)

set up a BQM as suggested also

Off out so will look again tomorrow.

Thanks for the input

[jbrennand]

I have an SH2 the buttons are at the bottom of the Downstream tab (see below) - is yours the 2ac - it may be in a different place I guess.

[Steven_L]

Hey @speedway59,

Welcome back to the community and thanks for taking the time to post your issues here on our forums.

I'm sorry to hear of the issues that you're having with your connection. I have looked into this from our side and cannot see any issues with your connection and the network in your area.

Our system does however show that you both your 2.4 GHZ and 5.0 GHZ channels are disabled, just checking if you have done this yourself or is an issue with the hub.

Have you been able to reset your hub since you last posted and if so has that improved your connection at all?

Regards,

Steven_L

[speedway59]

Hi Steven,

Yes the wireless is disabled as I use  bt home hubs throughout the house for improved coverage, never the less this should not effect my hardwire download speed and certainly hasn't in the past three years, so it would appear the line or equipment is at fault.

Unfortunately  I have done no more to the system since the last help I received from the community and will not be online before Wednesday. 

[Paulina_Z]

Hi @speedway59,

Thank you for coming back to us in regards to your connection issue and for providing further information about this situation.

We understand that you have a third party Hub that you're using as your main connection. However, as these are third party pieces of equipment, we are unable to run our regular checks on these Hubs. In order to ensure that our connection to your home and Hub is working well, we would have to ask you to ensure that your Virgin Media Hub is in Router mode with both 2.4 GHZ and 5.0 GHZ enabled for at least 24 hours.

This will help us check if our connection is working well and if our Hub is the issue, or if the third party equipment is causing the problem.

Please let us know what you think about this and if you'll be happy to enable your WiFi bands so we can run further tests.

Thank you,

[speedway59]

Hi @Paulina_Z

Ok happy to try this for a couple of days if this helps you to monitor the Hub ?

WiFi channels enabled again - hope to here from you soon.