Author Topic: Diagnosing Internet Speed Issue  (Read 1901 times)

BC_Goldman

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Diagnosing Internet Speed Issue
« on: July 15, 2022, 07:35:13 PM »
Anyone know how to diagnose if slow internet speeds are the result of my cable modem or the cable company's wiring?

Our internet is prone to bouts of slowness. Resetting the router can fix the problem temporarily but it's common for it to take 30 minutes to reconnect when it's reset. My hunch is the modem isn't doing that well any more. It's only about 2.5 years old.

If the modem is the issue, are there some quality ones that have better service life? Currently have a Netgear picked up at Target.

BrendanP

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Re: Diagnosing Internet Speed Issue
« Reply #1 on: July 15, 2022, 09:15:05 PM »
Something is definitely not right.
Internet company might be able to diagnose on their end.
Have you called them?

Not an expert but if you cannot connect to the wifi network, that sounds Iike a modem or wifi issue.

If you can connect to your wifi network but there's no internet access, that points to a problem with the cable modem or signal coming in (wiring).

aasdfadsf

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Re: Diagnosing Internet Speed Issue
« Reply #2 on: July 15, 2022, 11:46:05 PM »
Call the cable company. Tell them you are getting lousy speeds. There is a chance that they have way too many splits going between the outside line and your ingress. They can fix that by taking several of them out.

Also, you should be able to observe the actual workings of your modem and wifi router by using the specific address that comes with them (they are often printed on the modem and router, or you can use the software that they came with). It takes a bit of tech-fu to learn what all those numbers mean, but once you understand them, you can tell exactly what is going wrong.

There is a lot that can be said about modems and the latest wifi, but start with calling your cable company, and we'll get to the devices later.

BlueMR2

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Re: Diagnosing Internet Speed Issue
« Reply #3 on: July 16, 2022, 07:08:41 AM »
Are we talking computers using ethernet cables or wifi?  If wifi, what distances to the router, and what frequency (2.4ghz or 5ghz)?

A really common issue right now is people getting good signal strength, but poor quality wifi connections on 2.4ghz due to lots of interference.  There's some tweaks you can do to improve it, but expect lower wifi distances these days than you got years past in that band.

Top tips to get better wifi distance and avoid connection breaks:

1) Lock your wifi access point or router 2.4ghz channel, don't let it auto select.  In today's jam packed environment they start playing games hopping around and that leads to broken connections.

2) If you have channel bonding (where it uses 2 channels in 2.4 ghz instead of 1), turn that off.  Yes, it theoretically gives you double the speed, however, due to the radio frequency pollution we have nowadays, you've got a much better chance of a clean signal (giving more distance and a faster more reliable connection) using just 1.

3) Switch everything to 5ghz that you can if you are able.  MUCH more room up in the 5ghz band and it can be more effective even though those signals lose strength faster over distance/through walls.

Special side notes:  Google won't even talk to you about Chromecast connection issues if it's more than 10 feet away from a router or access point, so that should tell you something about expected range these days!  My rule of thumb is to add an AP (ideally mesh, but for our small home I just run my router on 2.4ghz on one side of the house and a Netgear extender configured as an AP on 5ghz for the other end of the house) for every 2-3 walls 2.4 ghz has to go through or 1-2 walls for 5ghz.

BudgetSlasher

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Re: Diagnosing Internet Speed Issue
« Reply #4 on: July 16, 2022, 08:40:36 AM »
If you are sure it is the cable modem or cable signal itself, call the cable company, they should be able to do some level of diagnosis remotely. They might have to come out to check the strength/quality of the signal reaching your modem.

If you haven't narrowed it down that far yet, connect a device directly to the modem via ethernet and see if the problem occurs there, if so you know it is a router/wifi problem. Move the modem to a different cable jack, preferably one closest to the where the cable enters the house, if that works you know you have a wiring issue in the house. You can also try disconnecting other devices (or I have the ability in the basement to disconnect wiring leading to other cable outlet), if that helps you may need a signal booster to address signal loss inside your house. 

BC_Goldman

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Re: Diagnosing Internet Speed Issue
« Reply #5 on: July 16, 2022, 02:41:41 PM »
Update...

Spent a couple hours on chat with cable company. Two modem restarts while they did 'signal stuff' on their end. Sending out a tech on Mon to check the cabling. Fingers crossed that's the problem.

Downside is I don't know how they would run new wires now if they needed to. There's a whole other unit between me and the outer wall, not to mention multiple floors.

BC_Goldman

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Re: Diagnosing Internet Speed Issue
« Reply #6 on: July 16, 2022, 03:04:43 PM »
Are we talking computers using ethernet cables or wifi?  If wifi, what distances to the router, and what frequency (2.4ghz or 5ghz)?

A really common issue right now is people getting good signal strength, but poor quality wifi connections on 2.4ghz due to lots of interference.  There's some tweaks you can do to improve it, but expect lower wifi distances these days than you got years past in that band.

Top tips to get better wifi distance and avoid connection breaks:

1) Lock your wifi access point or router 2.4ghz channel, don't let it auto select.  In today's jam packed environment they start playing games hopping around and that leads to broken connections.

2) If you have channel bonding (where it uses 2 channels in 2.4 ghz instead of 1), turn that off.  Yes, it theoretically gives you double the speed, however, due to the radio frequency pollution we have nowadays, you've got a much better chance of a clean signal (giving more distance and a faster more reliable connection) using just 1.

3) Switch everything to 5ghz that you can if you are able.  MUCH more room up in the 5ghz band and it can be more effective even though those signals lose strength faster over distance/through walls.

Special side notes:  Google won't even talk to you about Chromecast connection issues if it's more than 10 feet away from a router or access point, so that should tell you something about expected range these days!  My rule of thumb is to add an AP (ideally mesh, but for our small home I just run my router on 2.4ghz on one side of the house and a Netgear extender configured as an AP on 5ghz for the other end of the house) for every 2-3 walls 2.4 ghz has to go through or 1-2 walls for 5ghz.

I figured I'd play with the wifi settings while I'm doing this. Set 2.4 to a fixed channel instead of auto. It was currently on the most populated channel. I can see 20+ 2.4ghz signals.
I didn't find anything about channel bonding but thought I remembered it previously.

I found an error log full of stuff like this:
Code: [Select]
2022-7-16, 15:58:29 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC={/snip};CMTS-MAC={/snip};CM-QOS=1.1;CM-VER=3.0;
2022-7-16, 15:58:29 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC={/snip};CMTS-MAC={/snip};CM-QOS=1.1;CM-VER=3.0;
2022-7-16, 15:58:29 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC={/snip};CMTS-MAC={/snip};CM-QOS=1.1;CM-VER=3.0;
2022-7-16, 15:58:27 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC={/snip};CMTS-MAC={/snip};CM-QOS=1.1;CM-VER=3.0;
The log seems to have a 40-entry limit and it was filled over a roughly 1.5 minute span grouped around 20-second intervals. Presumably this is from the last reboot.

Gronnie

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Re: Diagnosing Internet Speed Issue
« Reply #7 on: July 16, 2022, 05:45:34 PM »
Please clarify -- by modem do you mean modem or router?

BC_Goldman

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Re: Diagnosing Internet Speed Issue
« Reply #8 on: July 16, 2022, 09:20:20 PM »
Modem. As in the cable plugs into it. I guess it's technically a combo unit since the wifi is also built into it.

ChpBstrd

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Re: Diagnosing Internet Speed Issue
« Reply #9 on: July 18, 2022, 07:56:46 AM »
This happened to me. It was very intermittent.

Diagnosis: Rodents had chewed the insulation off of the coax cable under my house. A new cable fixed everything.

BC_Goldman

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Re: Diagnosing Internet Speed Issue
« Reply #10 on: July 18, 2022, 10:03:12 AM »
Tech just left. He said he didn't know how we even had functional internet. Apparently a number of connection issues that he fixed. Still had problems with the modem establishing a link. Did further experimenting and switched to a different tap. Modem connected in a couple of minutes instead of the normal 30ish minutes.

Wi-fi saw modest improvement but wired jumped to 90+. I think the highest I'd ever seen before was 25-30. It's weird to me that a speed test shows only a small improvement for wi-fi but browsing appears noticeably faster now.

He said I may still want to buy a new modem with better AC rating but at least their end is working properly now.

Gronnie

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Re: Diagnosing Internet Speed Issue
« Reply #11 on: July 18, 2022, 10:55:44 AM »
I would stay away from all in ones and keep modem and router separate.

JLee

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Re: Diagnosing Internet Speed Issue
« Reply #12 on: July 18, 2022, 11:50:21 AM »
Tech just left. He said he didn't know how we even had functional internet. Apparently a number of connection issues that he fixed. Still had problems with the modem establishing a link. Did further experimenting and switched to a different tap. Modem connected in a couple of minutes instead of the normal 30ish minutes.

Wi-fi saw modest improvement but wired jumped to 90+. I think the highest I'd ever seen before was 25-30. It's weird to me that a speed test shows only a small improvement for wi-fi but browsing appears noticeably faster now.

He said I may still want to buy a new modem with better AC rating but at least their end is working properly now.

What speed are you supposed to be getting?

BC_Goldman

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Re: Diagnosing Internet Speed Issue
« Reply #13 on: July 18, 2022, 03:30:48 PM »
What speed are you supposed to be getting?

I'm paying for 100/5(or 10?).

I would stay away from all in ones and keep modem and router separate.

I've also heard that but, unfortunately, after I bought the current modem.

JLee

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Re: Diagnosing Internet Speed Issue
« Reply #14 on: July 18, 2022, 10:10:34 PM »
What speed are you supposed to be getting?

I'm paying for 100/5(or 10?).

I would stay away from all in ones and keep modem and router separate.

I've also heard that but, unfortunately, after I bought the current modem.

If you're getting 90+ out of it I think you've solved it!

BudgetSlasher

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Re: Diagnosing Internet Speed Issue
« Reply #15 on: July 19, 2022, 10:56:46 AM »
It's weird to me that a speed test shows only a small improvement for wi-fi but browsing appears noticeably faster now.

There are other measures that can impact your browsing experience, such as latency, jitter, and lost packets. Arguably past a certain download speed some of those are more important when browsing the internet and loading multiple little little things.

I would suspect the changes made impacted some of those other metrics as well.

Uturn

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Re: Diagnosing Internet Speed Issue
« Reply #16 on: July 19, 2022, 01:32:54 PM »
It's weird to me that a speed test shows only a small improvement for wi-fi but browsing appears noticeably faster now.

This makes perfect sense to me.  Imagine two people in a room talking.  They can hear each other and understand just fine.  Now start adding more people, and more people.  Pretty soon, it gets difficult to hear each other over the noise, so you start to talk louder, others start to talk louder.  Soon, everyone is screaming trying to be heard over the noise.  People have to repeat themselves, statements are missed, it's just a mess.  This is what happens with wireless.  Even if you are just talking with one other person, all the other conversations get cluttered in.  With wireless, your device has to deal with everything else on that channel even if it is not in your conversation.  This includes your network, your neighbors' networks, some wireless remotes (in looking at you Roku). 

The answer to all of this noise is ethernet cables.  Now you are back to only the devices that need to communicate being part of the conversation. 

ChpBstrd

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Re: Diagnosing Internet Speed Issue
« Reply #17 on: July 19, 2022, 03:09:08 PM »
It's weird to me that a speed test shows only a small improvement for wi-fi but browsing appears noticeably faster now.

This makes perfect sense to me.  Imagine two people in a room talking.  They can hear each other and understand just fine.  Now start adding more people, and more people.  Pretty soon, it gets difficult to hear each other over the noise, so you start to talk louder, others start to talk louder.  Soon, everyone is screaming trying to be heard over the noise.  People have to repeat themselves, statements are missed, it's just a mess.  This is what happens with wireless.  Even if you are just talking with one other person, all the other conversations get cluttered in.  With wireless, your device has to deal with everything else on that channel even if it is not in your conversation.  This includes your network, your neighbors' networks, some wireless remotes (in looking at you Roku). 

The answer to all of this noise is ethernet cables.  Now you are back to only the devices that need to communicate being part of the conversation.

I keep getting almost frustrated enough to crawl around under my house and route an ethernet cable between my office and router, but never quite get there.

Gronnie

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Re: Diagnosing Internet Speed Issue
« Reply #18 on: July 19, 2022, 06:58:19 PM »
When I bought my house all the phone jacks were thankfully home run to one location and were all Cat 5e. One of the first things I did was rewire them all the be Ethernet.

BC_Goldman

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Re: Diagnosing Internet Speed Issue
« Reply #19 on: July 19, 2022, 07:30:08 PM »
My dad and I ran ethernet to all the bedrooms and termed in the water heater closet for the cable/switches. My desktop and printer are on ethernet. Unfortunately, everything else is wifi.

Ping on the wifi is under 20ms now when it was well over 100 previously so that's probably part of it.

Living in an area where I can see 40+ wifi signals certainly creates a lot of noise.

BlueMR2

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Re: Diagnosing Internet Speed Issue
« Reply #20 on: July 20, 2022, 05:57:37 AM »
I keep getting almost frustrated enough to crawl around under my house and route an ethernet cable between my office and router, but never quite get there.

Do it, it's worth it...  I delayed doing it for over a year.  It was an all morning adventure of cable pulling, multiple trips back and forth through the furthest points of  a tight crawlspace (as I was doing it all by myself).  Not fun at the time, but totally worth it now.

 

Wow, a phone plan for fifteen bucks!