Erratic speeds on 500M service WD23
Hi, I'm usually very lucky to have a stable 500 meg service and, but in the last week or so it has been really erratic. The online tool says everything is fine and I really struggled to make myself understood to tech support on the phone. I'm in Bushey, near Watford, Herts. I've spoken to some of my neighbours who have said they've started having the same thing around the last few days, but have all had no joy with tech support. I've rebooted the Superhub again just now and have noticed there are pre RS errors.
The logs show this: Cable Modem Status Item Status Comments Acquired Downstream Channel (Hz) 258750000 Locked Ranged Upstream Channel (Hz) 39400215 Locked Provisioning State Online Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 258750000 8.5 36 256 qam 16 2 202750000 8.8 36 256 qam 9 3 210750000 8.6 36 256 qam 10 4 218750000 8.5 36 256 qam 11 5 226750000 8.4 36 256 qam 12 6 234750000 8.5 36 256 qam 13 7 242750000 8.3 36 256 qam 14 8 250750000 8.3 36 256 qam 15 9 266750000 8.5 37 256 qam 17 10 274750000 8.5 37 256 qam 18 11 282750000 8.4 37 256 qam 19 12 290750000 8.4 37 256 qam 20 13 298750000 8.5 37 256 qam 21 14 306750000 8.1 37 256 qam 22 15 314750000 8.3 37 256 qam 23 16 322750000 8.5 37 256 qam 24 17 330750000 8.1 37 256 qam 25 18 370750000 7.5 37 256 qam 26 19 378750000 7.5 37 256 qam 27 20 386750000 7.4 37 256 qam 28 21 394750000 7.4 37 256 qam 29 22 402750000 7.1 37 256 qam 30 23 410750000 7.4 37 256 qam 31 24 418750000 7.3 37 256 qam 32 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 36.6 5 0 2 Locked 36.3 4 0 3 Locked 36.6 5 0 4 Locked 36.6 5 0 5 Locked 36.6 4 0 6 Locked 36.3 6 0 7 Locked 36.6 0 0 8 Locked 36.6 0 0 9 Locked 37.3 6 0 10 Locked 37.3 5 0 11 Locked 37.3 0 0 12 Locked 37.3 6 0 13 Locked 37.3. 20 0 14 Locked 37.6. 5 0 15 Locked 37.6 16 0 16 Locked 37.6 5 0 17 Locked 37.6 7 0 18 Locked 37. 3 0 0 19 Locked 37.6 6 0 20 Locked 37.3 5 0 21 Locked 37.6 7 0 22 Locked 37.6 5 0 23 Locked 37.6 5 0 24 Locked 37.3 12 0 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 39400215 37.5 5120 64 qam 4 2 46200000 38 5120 64 qam 3 3 53700000 38 5120 64 qam 2 4 32600000 36.3 5120 32 qam 9 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 General Configuration Network access Allowed Maximum Number of CPEs 1 Baseline Privacy Enabled DOCSIS Mode Docsis30 Config file cmreg-vmdg505-bbt053-b.cm Primary Downstream Service Flow SFID 2170696 Max Traffic Rate 575000000 Max Traffic Burst 42600 Min Traffic Rate 0 Primary Upstream Service Flow SFID 2170695 Max Traffic Rate 38520000 Max Traffic Burst 42600 Min Traffic Rate 0 Max Concatenated Burst 16320 Scheduling Type BestEffort Any help or suggestions very gratefully received. Many thanks ---------- Post added at 16:27 ---------- Previous post was at 16:20 ---------- Speed Test History Test Again Date/Time Avg Down Avg Up Provider 24-12-2020 16:23:42 (GMT) 135.7 Mbps 34.8 Mbps Virgin Media view result 24-12-2020 15:36:18 (GMT) 209.2 Mbps 35.7 Mbps Virgin Media view result 24-12-2020 15:26:27 (GMT) 153.6 Mbps 0.0 Mbps Virgin Media view result 23-12-2020 16:07:09 (GMT) 79.1 Mbps 20.0 Mbps Virgin Media view result 23-12-2020 15:42:47 (GMT) 147.0 Mbps 34.8 Mbps Virgin Media view result 23-12-2020 10:37:03 (GMT) 417.6 Mbps 28.5 Mbps Virgin Media view result 22-12-2020 10:49:52 (GMT) 276.7 Mbps 24.7 Mbps Virgin Media view result 22-12-2020 10:23:24 (GMT) 436.1 Mbps 17.4 Mbps Virgin Media view result 22-12-2020 08:45:42 (GMT) 30.1 Mbps 16.4 Mbps Virgin Media view result |
Re: Erratic speeds on 500M service WD23
It looks like there is a problem with noise on one of the upstream channels which is why it has dropped to qam32. It may have even dropped to qam16 and you didn't notice it.
If your downstream power levels don't come down I would seriously be looking at a 6db fpa or asking the engineer to move my tap point if you end up with a visit. Don't worry about the pre-rs errors, everyone gets them and you have literally got a handful of them which is nothing to worry about. It is the post-rs errors you have got to keep an eye on. |
Re: Erratic speeds on 500M service WD23
Thanks General Maximus. I called Tech Support again today and went through a few troubleshooting steps, that I’d already been through - eg pin resetting the Superhub. I requested they sent an engineer out, but they weren’t interested. They basically said that if I wasn’t happy with the speed then I could cancel my contract! I’m paying for 500 Meg and generally getting between 45 and 150 Meg. I don’t really want to cancel, I just want to get it fixed. I can’t seem to get them to fix it, though. Any suggestions?
|
Re: Erratic speeds on 500M service WD23
have you had a look at your power levels again in the last few days to see if they have changed or stayed the same? What are you using to do the speed test? I use speedtest.net.
|
Re: Erratic speeds on 500M service WD23
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 402750000 7.5 37 256 qam 30 2 202750000 9 36 256 qam 9 3 210750000 8.9 36 256 qam 10 4 218750000 8.6 36 256 qam 11 5 226750000 8.5 36 256 qam 12 6 234750000 8.6 36 256 qam 13 7 242750000 8.5 36 256 qam 14 8 250750000 8.5 36 256 qam 15 9 258750000 8.6 36 256 qam 16 10 266750000 8.9 36 256 qam 17 11 274750000 8.6 36 256 qam 18 12 282750000 8.5 37 256 qam 19 13 290750000 8.6 36 256 qam 20 14 298750000 8.8 36 256 qam 21 15 306750000 8.5 37 256 qam 22 16 314750000 8.5 37 256 qam 23 17 322750000 8.8 37 256 qam 24 18 330750000 8.5 37 256 qam 25 19 370750000 7.9 37 256 qam 26 20 378750000 8 37 256 qam 27 21 386750000 7.8 37 256 qam 28 22 394750000 7.6 37 256 qam 29 23 410750000 7.6 37 256 qam 31 24 418750000 7.5 37 256 qam 32 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 37.3 8 0 2 Locked 36.3 10 0 3 Locked 36.3 7 0 4 Locked 36.6 10 0 5 Locked 36.3 11 0 6 Locked 36.6 9 0 7 Locked 36.3 13 0 8 Locked 36.3 9 0 9 Locked 36.3 10 0 10 Locked 36.6 6 0 11 Locked 36.6 9 0 12 Locked 37.3 9 0 13 Locked 36.6 8 0 14 Locked 36.6 23 0 15 Locked 37.6 23 0 16 Locked 37.3 18 0 17 Locked 37.3 8 0 18 Locked 37.3 10 0 19 Locked 37.6 10 0 20 Locked 37.3 12 0 21 Locked 37.6 9 0 22 Locked 37.6 11 0 23 Locked 37.6 7 0 24 Locked 37.6 14 0 Refresh data Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 39400000 37.3 5120 64 qam 4 2 46200000 38 5120 64 qam 3 3 53700000 37.8 5120 64 qam 2 4 32600000 36 5120 64 qam 9 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 I’ve been doing regular Speedtests on. Speedtest.net. The one I just done shows down: 25mbps and up 31Mbps. |
Re: Erratic speeds on 500M service WD23
Quote:
https://www.amazon.co.uk/Forward-Pat...t-items&sr=1-1 In the meantime I will pm another forum user who works for vm and see if he can take a look at the network and identify any underlying issues. I know it is a stupid question but I am assuming that you haven't got any other pcs or devices on the network downloading or torrenting etc? |
Re: Erratic speeds on 500M service WD23
Thank you. I’ll take a look at that on Amazon. I usually run in modem mode with multiple WiFi devices, but have been trying a lot recently with just my laptop connected via Ethernet in router mode, to rule everything else out.
Any help from anyone from VM very gratefully received. It use to be spot on at around 500Mbps down and around 35 ish up. I had an email to say that they had updated our area a few weeks back and then issues seemed to coincide with that, but maybe just coincidence. |
Re: Erratic speeds on 500M service WD23
Quote:
Quote:
|
Re: Erratic speeds on 500M service WD23
I used to get 500Mb very consistently on Ethernet connected macbook, Mac mini and and a work windows laptop regularly. Wireless used to be up to around 400mb ish depending on the device - iPhones and iPads used to be really good.
|
Re: Erratic speeds on 500M service WD23
np, just wanted to make sure. Everyone assumes that they can get the same speed wireless as they can wired and you can't, not unless you have already established it previously. As an example, I have got a great Asus router and I consistently achieve max speed (378mbits) on my phone so I confidently use my phone for speed tests and diagnostic purposes in the future if there is a problem with my connection.
Fret not though, the VM dude has got back to me and is looking into things so hopefully he'll be able to narrow things down a bit as to whether it is a larger network issue associated with the recent upgrade, something local to you like your street cab (as you mentioned neighbours are having the same problem) or if he can't find anything it is something in your house. |
Re: Erratic speeds on 500M service WD23
Quote:
I'm getting very erratic ping on your modem, and on those of some of your neighbours, Neil. So it's clearly some sort of network fault. But it isn't a typical one as I can't see anything specifically wrong with the signals and there isn't any packet loss. I'm currently trying to work out how much of the network is affected, but it's quite a slow process so I'll leave it running overnight and have a look at the results in the morning. So bear with me. I expect I'll end up getting a network engineer out to it. |
Re: Erratic speeds on 500M service WD23
Many thanks spiderplant and General Maximus, much appreciated.
|
Re: Erratic speeds on 500M service WD23
Quote:
|
Re: Erratic speeds on 500M service WD23
The results of my overnight test were sadly inconclusive. Has the fault gone away now, Neil?
|
Re: Erratic speeds on 500M service WD23
Hi spiderplant. I've just checked and unfortunately not - the fault is still the same.
|
All times are GMT +1. The time now is 07:31. |
Powered by vBulletin® Version 3.8.11
Copyright ©2000 - 2024, vBulletin Solutions Inc.