Thema "Betreff: Unusably slow Cable internet at peak hours and weekends" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

Unusably slow Cable internet at peak hours and weekends

Jameswberlin — Thu, 27 Sep 2018 14:12:53 GMT

Hi all,

Following the problem template, here is the info.

Which product do you have? (eg Internet + Telephone 32)
Internet + Telephone 32

Which modem / router do you use? (eg Hitron)
Motorola SURFBoard

Do you use a loan device or do you have your own device?
loan device

Which error occurs? (Speed too slow, website unavailable, etc.)
From ~ 5pm to midnight and all weekend the speed drops to as low as 0.1Mbps, and browsing is so slow it often times out.

Which browser do you normally use? (eg Firefox)
Chrome, Firefix and Safari

Which operating system do you have on your computer? (eg Windows)
Tried with both Windows 7, and OSX computers.

Start and duration of the disturbance (early April, permanent)
Since early September this happens every evening and weekend now.

Upload a screenshot of the signal values. You can find this in the user interface of your cable router via http://kabel.box or via http://fritz.box in the Fritzbox.

This is from when it is working fine:

Downstream Value
Frequency 666000000 Hz
Signal to Noise Ratio 38 dB
Downstream Modulation QAM256
Network Access Control Object ON
Power Level -3 dBmV
The Downstream Power Level is a snapshot taken at the time this page was requested. Please Reload / Refresh this Page for a new reading
Upstream Value
Channel ID 4
Frequency 36200000 Hz
Ranging Service ID 2637
Symbol Rate 5.120 Msym / s
Power Level 49 dBmV
upstream modulation [3], QPSK
[1] 16QAM
[2] 32QAM
signal Stats Value
Total Unerrored Codewords -1466212581
Total Correctable Codewords 4525
Total Uncorrectable Codewords 0

Other
I've tried the modem and connected laptops directly to it out.

I've checked all the cables and they're fine.

No changes have been made in my flat - the internet was fine from April till the start of September.

Using https://speedcheck.vodafone.de/ I generated the attached screenshot of speed tickets.

Betreff: Unusably slow Cable internet at peak hours and weekends

Jameswberlin — Fri, 28 Sep 2018 14:06:18 GMT

anyone out there?

Betreff: Unusably slow Cable internet at peak hours and weekends

Jameswberlin — Mon, 01 Oct 2018 10:42:11 GMT

one more try??

Re: Unusably slow Cable internet at peak hours and weekends

Jens — Tue, 02 Oct 2018 09:46:25 GMT

Hello Jameswberlin,

did you use a wifi or ethernet connection to the Motorola?

Can you sent me also your customer date in a pn?

Regards

Jens

Re: Unusably slow Cable internet at peak hours and weekends

Jameswberlin — Tue, 02 Oct 2018 10:04:03 GMT

hi,

it's a direct ethernet link to the modem.

pm sent!

Re: Unusably slow Cable internet at peak hours and weekends

Claudia — Mon, 08 Oct 2018 18:18:16 GMT

Hello Jameswberlin,

since your are not the owner of the contract, we will need an authorisation before we can give you any information on the contract. Please send me the filled and signed form in a private message and leave a short reply here.

Kind regards

Claudia

Re: Unusably slow Cable internet at peak hours and weekends

Claudia — Mon, 15 Oct 2018 08:51:24 GMT

Hello Jameswberlin,

thank you for sending the authorisation. The source of the low bandwidth is a high utilisation of the downstreams in the evening hours. Unfortunately, according to the plans the net expansion won't be finished in the next month, so the limited speed won't be corrected soon.

Kind regards

Claudia