Sluggish downloads in SK5 (Stockport) - downstream SNR issue?

[mattdodds]

Hi all

For the past week or so I've been getting very slow downloads and intermittent drop-outs on my 10MB VM service. I'm on the ex-NTL/C&W (Bromley?) platform using an NTL:Home 200 modem and Linksys cable router.

My cable modem reports thus:
Downstream Lock : Locked
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Interleave Depth : taps12increment17
Downstream Receive Power Level : 2.4 dBmV
Downstream SNR : 22.1 dB

Upstream Channel ID : 1
Upstream Transmit Power Level : 44.0 dBmV
Upstream Symbol Rate : 2560 Ksym/sec
Upstream Frequency : 33584000 Hz
Upstream Mini-Slot Size : 2

Event log post hard-reboot:
15 SUN OCT 12 15:50:30 2008 SUN OCT 12 15:50:30 2008 1 Notice (6) 2454454273 coldStart
16 SUN OCT 12 15:50:30 2008 SUN OCT 12 15:50:30 2008 1 Notice (6) 2454454281 Link up--Ethernet interface
17 SUN OCT 12 15:50:30 2008 SUN OCT 12 15:50:30 2008 1 Notice (6) 2454454282 Link up--Cable interface
18 SUN OCT 12 15:50:30 2008 SUN OCT 12 15:50:30 2008 1 Notice (6) 2454454279 Link down--USB interface
20 MON OCT 13 08:51:34 2008 SAT OCT 18 20:49:59 2008 9 Notice (6) 2454454287 SNMP authentication-Failure
21 THU OCT 16 00:49:05 2008 SUN OCT 19 12:49:05 2008 2 Warning (5) 68010300 DHCP RENEW WARNING - Field invalid in response

I've highlighted the downstream SNR as that seems low in comparison to the information in the sticky Signal Levels thread.

I've called VM tech support and they were pretty poor - first they told me that as I was using a Mac they couldn't help; when I switched to using an XP machine they started off saying there was no problem from "their end". Ping and traceroute tests showed there was a problem - * dropouts and 4000ms+ response times to bbc.co.uk etc.

Finally they started off getting me to clear my internet cache etc, despite having already established that there was clearly a connection/response time issue. They said that it was probably my computer being slow and that I must be running torrent downloads - it's not and I'm not! When all that failed they said to just leave it a few days and hope it gets better: it hasn't.

Can someone throw a little light on whether the SNR could be a cause of the problem? Or where I can go next with tech support?

Many thanks

Matt

Originally Posted by mattdodds

Hi all

For the past week or so I've been getting very slow downloads and intermittent drop-outs on my 10MB VM service. I'm on the ex-NTL/C&W (Bromley?) platform using an NTL:Home 200 modem and Linksys cable router.

My cable modem reports thus:
Downstream Lock : Locked
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Interleave Depth : taps12increment17
Downstream Receive Power Level : 2.4 dBmV
Downstream SNR : 22.1 dB

Upstream Channel ID : 1
Upstream Transmit Power Level : 44.0 dBmV
Upstream Symbol Rate : 2560 Ksym/sec
Upstream Frequency : 33584000 Hz
Upstream Mini-Slot Size : 2

Event log post hard-reboot:
15 SUN OCT 12 15:50:30 2008 SUN OCT 12 15:50:30 2008 1 Notice (6) 2454454273 coldStart
16 SUN OCT 12 15:50:30 2008 SUN OCT 12 15:50:30 2008 1 Notice (6) 2454454281 Link up--Ethernet interface
17 SUN OCT 12 15:50:30 2008 SUN OCT 12 15:50:30 2008 1 Notice (6) 2454454282 Link up--Cable interface
18 SUN OCT 12 15:50:30 2008 SUN OCT 12 15:50:30 2008 1 Notice (6) 2454454279 Link down--USB interface
20 MON OCT 13 08:51:34 2008 SAT OCT 18 20:49:59 2008 9 Notice (6) 2454454287 SNMP authentication-Failure
21 THU OCT 16 00:49:05 2008 SUN OCT 19 12:49:05 2008 2 Warning (5) 68010300 DHCP RENEW WARNING - Field invalid in response

I've highlighted the downstream SNR as that seems low in comparison to the information in the sticky Signal Levels thread.

I've called VM tech support and they were pretty poor - first they told me that as I was using a Mac they couldn't help; when I switched to using an XP machine they started off saying there was no problem from "their end". Ping and traceroute tests showed there was a problem - * dropouts and 4000ms+ response times to bbc.co.uk etc.

Finally they started off getting me to clear my internet cache etc, despite having already established that there was clearly a connection/response time issue. They said that it was probably my computer being slow and that I must be running torrent downloads - it's not and I'm not! When all that failed they said to just leave it a few days and hope it gets better: it hasn't.

Can someone throw a little light on whether the SNR could be a cause of the problem? Or where I can go next with tech support?

Many thanks

Matt

I presume that you spoke to someone with a Indian accent who was following a script, because we do support Macs and your SNR is way to low, I would ring back tomorrow after 0800 and you should get a UK call centre who should deal with you properly.

Also ask to put a complaint in against the agent who said we do not support Macs, because if you do not that person will continue to give poor support to other customers.

[mattdodds]

Thanks for the quick response. I'll try back again tomorrow morning then and hope for a UK call centre (last time I phoned it was a Sunday!) I don't have the name of the chap that I spoke to, but presume it'll be on the account notes.

Matt

Originally Posted by mattdodds

Thanks for the quick response. I'll try back again tomorrow morning then and hope for a UK call centre (last time I phoned it was a Sunday!) I don't have the name of the chap that I spoke to, but presume it'll be on the account notes.

Matt

Yes it should in the account notes, if not ask for a Manager and do not take no for an answer.

[mattdodds]

One ten-minute phone call to the UK tech support and a new modem is on its way: the chap seemed to think that my 5yr old NTL:home 200 was possibly stuggling to cope with the 10MB signal. Although from their end they saw 26Db as the SNR, it was still reporting 22 through the internal cable modem status page. He was also seeing about 10% dropout on pings to the modem. All in all, pleased with that result.

I've also asked them to escalate my issues with the original support call.

Many thanks whydoIneedatech!

Originally Posted by mattdodds

One ten-minute phone call to the UK tech support and a new modem is on its way: the chap seemed to think that my 5yr old NTL:home 200 was possibly stuggling to cope with the 10MB signal. Although from their end they saw 26Db as the SNR, it was still reporting 22 through the internal cable modem status page. He was also seeing about 10% dropout on pings to the modem. All in all, pleased with that result.

I've also asked them to escalate my issues with the original support call.

Many thanks whydoIneedatech!

Remember when your modem arrives you will need to call the Quickstart department on 0800 953 9500 and make sure you have made a note of the HFC MAC address which is on the sticker on the base so they can add it to your account for you.

Keep an eye on the SNR as well as a new modem may not fix that issue.

[mattdodds]

Ah, is calling the Quickstart number the replacement for going to start.ntl ?

I'll keep an eye on the SNR, but what I'm struggling to understand is why both the Indian and UK TS saw a different figure to what I see on the modem, given that we are ostensibly looking at the same thing. In both calls, my downstream SNR was in the range 21.5 - 22.5 Db, but TS reported it around 26 - 27 Db. Be good to know if you could shed some light on why that might be.

Cheers again.
Matt

Originally Posted by mattdodds

Ah, is calling the Quickstart number the replacement for going to start.ntl ?

I'll keep an eye on the SNR, but what I'm struggling to understand is why both the Indian and UK TS saw a different figure to what I see on the modem, given that we are ostensibly looking at the same thing. In both calls, my downstream SNR was in the range 21.5 - 22.5 Db, but TS reported it around 26 - 27 Db. Be good to know if you could shed some light on why that might be.

Cheers again.
Matt

Quickstart deal with all new modems, the online registering sites no longer work.

Seeing the SNR relies on them being able to use an online tool correctly because the are 2 places to see the modem SNR on the tool and only one matches what you see.