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Level 2: Rookie

Slow cable connection

Answered

Unfortunately, I have noticed that since the NBN rollout commenced in our area, the speed now averages around 3 Mbps or less. Could someone please tell me if this the norm, I'm almost ready to switch to another provider to see if they are any better. Thanks.

1 ACCEPTED SOLUTION

Accepted Solutions
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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Slow cable connection

What download and upload speeds are you getting via a speedtest?
E.g running a test at http://speedtest.net ?

Upstream power is borderline faulty. Have you reported a speed fault to Bigpond Cable Tech Support?
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

View solution in original post

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14 REPLIES 14
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Level 23: Superhero

Re: Slow cable connection

Dave
Please can you clarify that you're
On Telstra cable internet.... not NBN
If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"
Highlighted
Level 2: Rookie

Re: Slow cable connection

Telstra cable
Highlighted
Level 23: Superhero

Re: Slow cable connection

Run the Telstra trouble shooting tool which the link below will take you to
https://www.telstra.com.au/my-account/troubleshooting-tool

You can't get Telstra cable from anyone else but Telstra re your comment
Many cable customers have had their Telstra service affected by NBN works on the Telstra cable now owned by NBN
If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"
Level 23: Superhero
Level 23: Superhero

Re: Slow cable connection

Post your modem RF stats:
On a Cable Home Network Gateway
(CG3100D):
http://192.168.0.1/ > Connection (Under Maintenance)

On a Cable Gateway Max
(C6300BD):
http://192.168.0.1/ > Advanced > Broadband Connection > Connection Settings

On a Cable Adapter
(CM450):
http://192.168.100.1/ > Broadband Connection > Connection Settings

Default Username/password: admin/password
You're looking for Frequencies, Power Levels, SNR, etc

Are the tests being run via Ethernet or WiFi?
Are they being run during peak times (E.g 3PM-12AM)

For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Highlighted
Level 2: Rookie

Re: Slow cable connection

Acquire Downstream Channel 438000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Downstream Bonded Channels
Lock Status Modulation Channel ID Symbol rate Frequency Power SNR DOCSIS/EuroDOCSIS locked
Locked QAM256 49 6952000 sym/sec 438000000 Hz 3.9 dBmV 41.8 dB EuroDOCSIS
Locked QAM256 50 6952000 sym/sec 446000000 Hz 4.7 dBmV 42.3 dB EuroDOCSIS
Locked QAM256 51 6952000 sym/sec 454000000 Hz 4.9 dBmV 42.5 dB EuroDOCSIS
Locked QAM256 52 6952000 sym/sec 462000000 Hz 3.7 dBmV 41.4 dB EuroDOCSIS
Locked QAM256 53 6952000 sym/sec 470000000 Hz 4.0 dBmV 41.9 dB EuroDOCSIS
Locked QAM256 54 6952000 sym/sec 478000000 Hz 3.6 dBmV 41.3 dB EuroDOCSIS
Locked QAM256 55 6952000 sym/sec 486000000 Hz 3.7 dBmV 41.3 dB EuroDOCSIS
Locked QAM256 56 6952000 sym/sec 494000000 Hz 3.5 dBmV 40.8 dB EuroDOCSIS
Upstream Bonded Channels
Lock Status Modulation Channel ID Symbol Rate Frequency Power
Locked ATDMA 2 5120 Ksym/sec 61800000 Hz 53.5 dBmV
Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Highlighted
Level 2: Rookie

Re: Slow cable connection

Wifi 7am
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Slow cable connection

What download and upload speeds are you getting via a speedtest?
E.g running a test at http://speedtest.net ?

Upstream power is borderline faulty. Have you reported a speed fault to Bigpond Cable Tech Support?
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

View solution in original post

Highlighted
Level 2: Rookie

Re: Slow cable connection

No do I ring through?
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: Slow cable connection

If you are getting 3mbps on speedtests it would be worth calling
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
Highlighted
Level 2: Rookie

Re: Slow cable connection

Hi Dave,

Im in the same boat. Cable speeds are terrible over the last 6 months and dropouts are happening more and more. Have done all the tests and no problems found. Funny how it all seems to have dropped off since NBN was rolled out in our area!
Highlighted
Level 23: Superhero
Level 23: Superhero

Re: Slow cable connection

As NBN has bought the cable network off Telstra for the NBN HFC part of there multi technology mix, its well known they have caused issues. Hence the 6-9 month pause on new NBN HFC connections
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.
  • I work for Telstra in the following products.
  • Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
  • I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
  • Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
  • My opinions are my own and not that of Telstra's, just so we're all on the same page.
Highlighted
Level 2: Rookie

Re: Slow cable connection

Hi GuiltySpark,

I understand that but with so much poor publicity around NBN speeds and connections, the poor customer is left with 2 average services when once we had one that worked well. If NBN was good, Id upgrade but dont see the point in jumping from one leaky boat into another.
Highlighted
Level 2: Rookie

Re: Slow cable connection

I am still getting really low speeds. Not much choice in the area and I don't have a lot of hope for it coming good soon. Poor form from Telstra for what is touted as a premium provider and service.
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Telstra (Retired)
Telstra (Retired)

Re: Slow cable connection

@DaveS13

 

Can you confirm for me that you have tested the speed on a computer that is connected directly into the BigPond Cable modem via an Ethernet cable and all other devices disconnected or turned off?

 

Are the speeds 3 Mbps at all times or only during certain times of the day?

 

Have you contacted Tech Support to report the issue with your service as Yastiandre suggested?

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