Thema "Re: Upload speed down to 10 mbit/s or less" in Störungen im Kabel-Netz

Upload speed down to 10 mbit/s or less

wealas — Sat, 17 Oct 2020 19:17:12 GMT

Welchen Vertrag hast Du? Red Internet & Phone 1000 Cable
Welches Modem/ Router nutzt Du? Arris TG3442DE
Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät? Leih-Gerät
Welcher Fehler tritt auf? Upload speed has been deteriorating for the past month, now I can hardly get 10 mbit/s upstream on a good day.
Wie ist Dein Endgerät mit dem Modem verbunden? LAN
Welchen Browser verwendest Du normalerweise? Chrome and Firefox
Welches Betriebssystem hast Du auf Deinem Rechner? Windows, Linux
Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend) Usually the speed improves a bit on weekends and between midnight and 7 am.
Lade dazu noch einen Screenshot von den Signalwerten hoch. Diese findest Du in der Benutzeroberfläche Deines Kabelrouters über 192.168.0.1 bzw. über 192.168.178.1 bei der Fritzbox.
Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625) durchgeführt?
In welchem Bundesland wohnst Du? Bayern

Hello,

for the past month my upstream connection has been getting worse and now I can hardly get 10 mbit/s upstream. I have been monitoring the modem upstream channels and now they are constantly stuck at 4QAM modulation which explains the slow speeds.

The same problem was fixed back in March via this thread: https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/Upload-speed-deteriorates-in-the-afternoon/td-p/2140337 so you should still have my customer info.

Here is a current speed test and DOCSIS status from the modem.

Any help is greatly appreciated!

Thanks

Re: Upload speed down to 10 mbit/s or less

Wallace — Tue, 20 Oct 2020 06:45:36 GMT

Hi,

due to the low modulation, the load on the upstreams has increased enormously. I have arranged a check and recorded a ticket for you.

Regards

Wallace

Re: Upload speed down to 10 mbit/s or less

wealas — Wed, 04 Nov 2020 11:44:31 GMT

Hi,

the service ticket was closed 3 days ago and there is definitelly an improvement in the upstream speed (I get 25-35 mbit/s rates, still not anywhere close to 50) along with the modulation stable in the 16/32 QAM region but now there is a pretty consistent packet loss (10-15%) for the past week.

Attached is a packet loss graph of the past 2 weeks.

Could you take a look, please?

Thanks!

Re: Upload speed down to 10 mbit/s or less

Tobias — Mon, 09 Nov 2020 09:20:48 GMT

Hey,

should be fine now, there was something faulty - looks like its fixed.

Regards

Tobias

Re: Upload speed down to 10 mbit/s or less

wealas — Fri, 13 Nov 2020 07:47:33 GMT

Not much of a change on my end. I've restarted modem and router several times and I've switched the monitoring IP but packet loss persits. And while the channel modulation seems to be pretty good I'm noticing reduced upstream - usually in the 20-25 mbit/s region. Here is a snapshot of the packet loss in the last 20 hours.

Thanks for the help!

Re: Upload speed down to 10 mbit/s or less

pRo-Marco — Thu, 19 Nov 2020 13:15:39 GMT

Hi wealas,

everything seems to be fine. You use your own router behind the cable-modem?

Kind regards

Marco

Re: Upload speed down to 10 mbit/s or less

wealas — Fri, 20 Nov 2020 07:51:31 GMT

Hello,

yes, I do have my own router. However, when I switch the network monitor to only ping the cable modem I get no packet loss. When I switch to ping 1.1.1.1 or 8.8.8.8 I get packet loss.

Here is a screenshot of the past 20 hours. You can see the period of no packet loss between 16 and 19 hours when the router was just pinging the cable modem. After that I switched to 8.8.8.8 and got consistent packet loss.

I also noticed that when the upstream channel modulation falls to 8 QAM the packet loss stops. It happened last week for about 2 days and as soon as the upstream modulation recovered to 16/32 QAM the packet loss was back without any intervention on my side.

Thanks!

Re: Upload speed down to 10 mbit/s or less

Martin59 — Tue, 24 Nov 2020 12:56:10 GMT

Hello wealas,

the disturbance occurs throughout the day, or rather in the evening hours?

Best regards, Martin

Re: Upload speed down to 10 mbit/s or less

wealas — Tue, 24 Nov 2020 13:19:46 GMT

Hi Martin,

packet loss happens throughout the day. Attached is a snapshot of the past 60 hours at 25min averages.

Thanks!

Re: Upload speed down to 10 mbit/s or less

Martin59 — Thu, 26 Nov 2020 14:31:33 GMT

Hello wealas,

currently the upstream workload is increased, which leads to the impairments The colleagues are currently investigating how to relieve the load.

Best regards, Martin

Re: Upload speed down to 10 mbit/s or less

wealas — Fri, 11 Dec 2020 09:35:11 GMT

Hi Martin,

thanks for the info!

Is there any progress, my connection is deteriorating daily and it seems like the upstream channels are starting to dip into the 8 QAM. Attached is a speed test result I did just a minute ago.

Thanks!

Re: Upload speed down to 10 mbit/s or less

Claudia — Thu, 17 Dec 2020 15:49:18 GMT

Hello wealas,

the drop of the utilisation is already mentioned in the main ticket that your fault report is connected to. Unfortunately there are no news in this ticket :/. I can offer you a credit voucher for October, November and December if you agree.

Kind regards

Claudia

Re: Upload speed down to 10 mbit/s or less

wealas — Mon, 11 Jan 2021 09:26:03 GMT

Thanks for the offer Claudia, but a refund doesn't help me one bit.

Today the situation is pretty dire (cable modem restarted and showing 16QAM upstream channels):

Re: Upload speed down to 10 mbit/s or less

Wallace — Wed, 13 Jan 2021 08:56:51 GMT

Hi,

we have an additional interferer on our upstreams and our technicians are already eliminating it.

Unfortunately, we cannot accelerate the expansion work. Do you now agree to a credit note?

Regards

Wallace

Re: Upload speed down to 10 mbit/s or less

wealas — Wed, 13 Jan 2021 11:25:11 GMT

Hi Wallace,

thanks for the update.

I'll take the credit note.

Re: Upload speed down to 10 mbit/s or less

Moni_GK — Thu, 14 Jan 2021 12:43:22 GMT

Hello wealas,

I entered you the credit note. This is then offset against the invoice. January is also taken into account.

Greetings Moni

Re: Upload speed down to 10 mbit/s or less

wealas — Tue, 09 Mar 2021 13:49:16 GMT

Thanks!

I have noticed that the quality of the connection improves over the weekends? Does business customer traffic get priority? And if so, can I switch to a business account?

Re: Upload speed down to 10 mbit/s or less

ERFD — Wed, 10 Mar 2021 06:36:10 GMT

Hello wealas,

No, the connection for customers with a business connection is not prioritized. You are welcome to switch for a fee. Technically nothing will change. In this case you would have to move.

Best regards Fred

Re: Upload speed down to 10 mbit/s or less

wealas — Tue, 30 Mar 2021 10:41:52 GMT

For the past week, my modem has been restarting almost daily, very often during video calls but sometimes without any usage on my side. Although video calls use about 3-7 mbit/s bandwidth (mostly downstream) so it shouldn't be much for a 1000mbit connection...

Could you check the modem stats and see if there is something wrong?

Re: Upload speed down to 10 mbit/s or less

ERFD — Tue, 30 Mar 2021 13:00:10 GMT

Hello wealas,

the limitations are still caused by poor upstream. Unfortunately, this has not changed yet. Sorry.

Best regards Fred