Re: 20 Mbps, normally 120 Mbps, need help?

vikkyostrich · ‎2018-08-20

I have restarted my modem (Arris Surfboard 6190) and router, I have tested QoS, disabled Traffic Meter and I have no idea what to do, I've read multiple websites and forums and have no clue on what to do, can someone please help? Will provide more info if asked.

IrvSp · ‎2018-08-21

Should supply all info that might pertain before it is asked for, helps to get a speedy solution.

Is this wired or wireless?
What bands?
This happens on wired, wireless, and all bands and devices?
Did it work before, and IF SO, what changed since then? Power failure, modem change, ISP upgrade, firmware upgrade?
Have you factory reset the router and entered all setings manually?
Is QoS on or off?
What OS are you on?
Have you contacted you ISP?
Have you looked at your Modem log?
Are you running IPv6?
What is your DNS you are using?
Are you using VPN?
What are all the troubleshooting steps you've done?
On the QoS tab is a speed test. QoS does not need to be enable to run that. What are the results of the test?
How are you measuring the speed?

You might have done all those (and more) and know the answers, but we do not?

vikkyostrich · ‎2018-08-21

Wired connection.

Tri-band? I'm sorry if that's incorrect.

This happened on both wired and wireless connections, the wireless speed test showed it going up to 120, but then dropped to 26 Mbps.

The router and modem worked before but then stopped after updating the firmware on the Nighthawk.

I have factory reset the modem and manually entered settings.

QoS is off.

I am currently using Windows 10 Pro

I have not contacted my ISP yet, I don't know the correct question to ask.

Modem log will be posted under these answers, I have no idea how to read/understand it..

IPv6 is running.

I am using the automatic DNS, I have also tried Google's DNS.

I am not using VPN.

I have rebooted the modem and router, no luck; I have factory reset the router with no luck as well; Flushing the DNS did little help.

QoS speeds show: Download 11.08 Mbps Upload 12.07 Mbps

I'm measuring the speed using speedtest.net

Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel		Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	25	705.00 MHz	-7.10 dBmV	38.61 dB	710	3362
2	Locked	256QAM	2	567.00 MHz	-5.10 dBmV	38.26 dB	12	0
3	Locked	256QAM	3	573.00 MHz	-4.80 dBmV	34.93 dB	5164	0
4	Locked	256QAM	4	579.00 MHz	-4.90 dBmV	33.06 dB	329	0
5	Locked	256QAM	5	585.00 MHz	-5.10 dBmV	34.35 dB	0	0
6	Locked	256QAM	6	591.00 MHz	-5.00 dBmV	33.38 dB	7834	0
7	Locked	256QAM	7	597.00 MHz	-5.20 dBmV	37.64 dB	0	0
8	Locked	256QAM	8	603.00 MHz	-5.10 dBmV	30.15 dB	67670905	8360447
9	Locked	256QAM	9	609.00 MHz	-5.10 dBmV	36.61 dB	1901	10
10	Locked	256QAM	10	615.00 MHz	-5.50 dBmV	36.61 dB	0	0
11	Locked	256QAM	11	621.00 MHz	-5.70 dBmV	32.68 dB	5	0
12	Locked	256QAM	12	627.00 MHz	-5.90 dBmV	38.61 dB	4	0
13	Locked	256QAM	13	633.00 MHz	-5.90 dBmV	38.98 dB	0	0
14	Locked	256QAM	14	639.00 MHz	-5.90 dBmV	38.61 dB	0	0
15	Locked	256QAM	15	645.00 MHz	-6.20 dBmV	35.78 dB	0	0
16	Locked	256QAM	16	651.00 MHz	-6.40 dBmV	38.61 dB	9	0
17	Locked	256QAM	17	657.00 MHz	-6.60 dBmV	38.98 dB	0	0
18	Locked	256QAM	18	663.00 MHz	-6.70 dBmV	38.98 dB	0	0
19	Locked	256QAM	19	669.00 MHz	-6.40 dBmV	38.98 dB	18	0
20	Locked	256QAM	20	675.00 MHz	-6.50 dBmV	38.61 dB	59	26
21	Locked	256QAM	21	681.00 MHz	-6.60 dBmV	38.98 dB	57	27
22	Locked	256QAM	22	687.00 MHz	-6.80 dBmV	38.61 dB	55	15
23	Locked	256QAM	23	693.00 MHz	-6.90 dBmV	37.64 dB	56	1
24	Locked	256QAM	24	699.00 MHz	-6.90 dBmV	37.64 dB	4323	27553
25	Not Locked	----	26	723.00 MHz	----	----	----	----
26	Not Locked	----	27	729.00 MHz	----	----	----	----
27	Not Locked	----	28	735.00 MHz	----	----	----	----
28	Not Locked	----	29	741.00 MHz	----	----	----	----
29	Locked	256QAM	30	747.00 MHz	-8.50 dBmV	35.40 dB	171	5
30	Locked	256QAM	31	753.00 MHz	-8.40 dBmV	33.80 dB	3589	2
31	Not Locked	----	32	759.00 MHz	----	----	----	----

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	25	5120 kSym/s	17.80 MHz	51.00 dBmV
2	Locked	ATDMA	28	5120 kSym/s	37.00 MHz	51.00 dBmV
3	Locked	ATDMA	27	5120 kSym/s	30.60 MHz	51.00 dBmV
4	Locked	ATDMA	26	5120 kSym/s	24.20 MHz	51.00 dBmV

vikkyostrich · ‎2018-08-21

Restarting the modem with a paper clip helped a lot for my wired connection; however for my wireless connection speed is still terribly slow (27.4 Mbps DL, 4.24 Mbps UL)

IrvSp · ‎2018-08-22

Your modem could be having a problem, especially the channel with high uncorrectables. Also the power could be low there as well, and comparing all the data to https://arris.secure.force.com/consumers/articles/General_FAQs/SB6190-Cable-Signal-Levels they all could be a problem. There should be a status or event tab you could look at. See a lot of T3 timeouts or reboots, surely contact your ISP. What you did post was the Status, not the log, which could be called Event Log... If you see a lot off events happening daily don't bother posting them, just a good reason to call ISP.

If you restarted with the paperclip, that should have reset everything which it did and you manually reset everything but it 'helped' the wired connection. How? What speed and is it constant?

I asked this:

-----

Is this wired or wireless?
What bands?
This happens on wired, wireless, and all bands and devices?

-----

And you answered with this:

==========

Wired connection.

Tri-band? I'm sorry if that's incorrect.

This happened on both wired and wireless connections, the wireless speed test showed it going up to 120, but then dropped to 26 Mbps.

==========

I wasn't clear I guess but I wanted to know basically was it happening on both wired and wireless and if wireless, what band (SSID). Your answer really didn't help here. Last answer basically said both wired and wireless but then only mentioned wireless, but not information on if it was all devices and what band they are connected to.

This answer is very telling:

========

The router and modem worked before but then stopped after updating the firmware on the Nighthawk.

========

I have no idea what 'stopped' meant, but I'll assume the problem started to happen. If that is the case, get the prior version of firmware that you had and verify if it still works. This will rule out the modem as a problem and point to something else, more than likely a router setting or firmware bug. Read this post entirely before doing that though.

=========

IPv6 is running.

=========

How do you know? Did you enable it in the router? Has it always been enabled in the router? That alone can cause problems... disable it and test again.

=====

QoS speeds show: Download 11.08 Mbps Upload 12.07 Mbps

=====

That would indicate that is the speed the modem is delivering, but your answer probably was done before the paper clip was used (I assume you meant router)?

So what is the speed on a wired PC and a wireless device... and the REAL question is WHAT is the Wireless device (make and model) as well as the netword adapter the wireless device uses? Wireless speeds can vary greatly from wired speeds.

Oh, if you have TRAFFIC MONITOR on, turn it off too as it can impact speeds. Also IPv6 and test again.

If at this point you still have slow speeds you have 2 choices, calling the ISP or installing the prior version of firmware. Either the one before you are now using or the old one you were using if different. Me, I'd go the firmware router first and use the paperclip to reset and reenter all settings and test. Still a problem, call the ISP. 'Fixed', contact Netgear support.