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Terrible download speeds, OK upload since switching from TWC to Spectrum. Need tech savvy help !

I have been reading forums and see many similar problems as I have.  I am not tech savvy, so really need the expert help I have seen on this board.  About a year ago, before switching to Spectrum, tech came out, checked lines, put amplifier on to boost internet.  Was OK, still not the speeds I am paying for (100 mbps).  But, was OK// around 30 DL .  Switched out modem and router a couple months ago to see if that would help...they originally gave combo, not we have separate modem & router.  dpc3216 technicolor modem and saegemon router they gave.  Still speeds horrible.  There is a splitter to TV.  I tried running tests as I have seen many asked for, but need help to do so.  I am convinced it is not internal, as tech tested wires inside last time. I think problem maybe down the line, or on outside cable; I did hook up ethernet to router to test speeds, still bad.  I dont know how to post snipped picture , but last test using spectrum speedtest was 7.63 up and 7.2 down.  What I am hoping for is someone can help show me what I need to post and what I need to say when I call spectrum for help... to convince them there is a problem.  This has been ongoing for several years, but really got worse since TWC became Spectrum.  I can deal with it even tho I dont like it, but son is a gamer, and he cannot take it no more!  Can someone tell me what I can do for help?  I tried to figure the tracert etc that you have posted about...but not really sure How.  help...please !  Thanks

17 REPLIES
Helper

Re: Terrible download speeds, OK upload since switching from TWC to Spectrum. Need tech savvy help !

First things first...go into your modem's interface at 192.168.100.1 or 192.168.0.1, find the signal levels page, copy and paste here.

Lead Moderator

Re: Terrible download speeds, OK upload since switching from TWC to Spectrum. Need tech savvy help !

Good morning.

 

What speeds do you get directly connected to the modem? You indicated you connected to the router directly but not the results from the modem.

 

Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums

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Re: Terrible download speeds, OK upload since switching from TWC to Spectrum. Need tech savvy help !

Thanks reds for your response. Just got home from work. I typed in and it asked me to sign on....I cant figure out the sign on and password to the network. Any clue? Sorry for my ignorance...this old lady is very challenged and I appreciate your help.

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Re: Terrible download speeds, OK upload since switching from TWC to Spectrum. Need tech savvy help !

When I connected the ethernet to the modem, it would not let me sign onto internet at all

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Re: Terrible download speeds, OK upload since switching from TWC to Spectrum. Need tech savvy help !

It took me to the router and not the modem. 


Do I need to connect the ethernet to my modem?  Last time I did that yesterday, I had no internet signal. 

 

Does this help?

Traceroute results

 

traceroute to google.com (216.58.192.174), 30 hops max, 38 byte packets
1 142.254.150.93 (142.254.150.93) 23.087 ms 8.618 ms 9.251 ms
2 po63.erifpa7701h.midwest.rr.com (24.164.98.177) 29.496 ms 25.869 ms 21.998 ms
3 be28.mcdnohbg01r.midwest.rr.com (24.33.100.152) 14.579 ms 13.977 ms 14.755 ms
4 be14.pltsohae01r.midwest.rr.com (65.29.1.87) 18.389 ms 22.457 ms 19.387 ms
5 be25.clmkohpe01r.midwest.rr.com (65.29.1.28) 21.957 ms 20.805 ms 26.682 ms
6 107.14.17.252 (107.14.17.252) 34.587 ms 31.158 ms bu-ether15.chctilwc00w-bcr00.tbone.rr.com (66.109.6.68) 30.428 ms
7 bu-ether11.chcgildt87w-bcr00.tbone.rr.com (66.109.6.20) 31.239 ms unk-426d0588.adelphiacom.net (66.109.5.136) 35.841 ms 37.214 ms
8 0.ae2.pr1.chi10.tbone.rr.com (107.14.17.196) 31.556 ms 52.238 ms 40.720 ms
9 ix-ae-27-0.tcore2.ct8-chicago.as6453.net (64.86.79.97) 27.545 ms 41.782 ms 30.039 ms
10 64.86.79.50 (64.86.79.50) 35.277 ms 29.632 ms 30.350 ms
11 108.170.243.225 (108.170.243.225) 31.011 ms 31.735 ms 30.851 ms
12 216.239.42.155 (216.239.42.155) 27.523 ms 216.239.42.151 (216.239.42.151) 29.991 ms 30.298 ms
13 ord36s02-in-f14.1e100.net (216.58.192.174) 31.149 ms 30.365 ms 31.200 ms
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Re: Terrible download speeds, OK upload since switching from TWC to Spectrum. Need tech savvy help !

Here is a system log:

 

Date/Time Module Severity Message

May 17th, 10:29:34 pmdnsmasqNotice
[FORWARD] 22:29:34.799507 : Receive query for '19.1.168.192.in-addr.arpa' from '192.168.1.19'
May 17th, 10:29:37 pmhg6dError
[GREMANAGEMENT-OSM] AddAssocDevtoMacFiltering(960): Current number of blacklisted devices is [13]
May 17th, 10:29:37 pmhg6dError
[GREMANAGEMENT-OSM] AddAssocDevtoMacFiltering(971): MacAddress [e0:06:e6:d3:3e:c9] exists already in filtering list
May 17th, 10:29:37 pmrdisc6Notice
receive_ra:451 :ra received
May 17th, 10:29:37 pmdnsmasqNotice
[FORWARD] 22:29:37.731452 : Receive query for 'wpad.home' from '192.168.1.19'
May 17th, 10:29:40 pmhg6dNotice
[XMO-SERVER][REQUEST] getXmoSessionTimeout(507): GET m_sessionTimeout = 600
May 17th, 10:29:40 pmrdisc6Notice
receive_ra:451 :ra received
May 17th, 10:29:40 pmhg6dNotice
[XMO-SERVER][REQUEST] getXmoSessionTimeout(507): GET m_sessionTimeout = 600
May 17th, 10:29:41 pmhg6dError
[GREMANAGEMENT-OSM] AddAssocDevtoMacFiltering(960): Current number of blacklisted devices is [13]
May 17th, 10:29:41 pmhg6dError
[GREMANAGEMENT-OSM] AddAssocDevtoMacFiltering(971): MacAddress [f4:09:d8:f1:6c:5d] exists already in filtering list
May 17th, 10:29:43 pmrdisc6Notice
receive_ra:451 :ra received
May 17th, 10:29:44 pmdnsmasqNotice
[FORWARD] 22:29:44.988301 : Receive query for 'www.jopebot.com' from '192.168.1.3'
May 17th, 10:29:44 pmdnsmasqNotice
[FORWARD] 22:29:44.989224 : Forward request for 'www.jopebot.com' to server '1.1.1.1'
May 17th, 10:29:45 pmdnsmasqNotice
[FORWARD] 22:29:45.018796 : Receive query for 'www.jopebot.com' from '192.168.1.3'
May 17th, 10:29:45 pmdnsmasqNotice
[FORWARD] 22:29:45.259583 : reply to '192.168.1.3'
May 17th, 10:29:46 pmrdisc6Notice
receive_ra:451 :ra received
May 17th, 10:29:49 pmdnsmasqNotice
[FORWARD] 22:29:49.184886 : Receive query for 'wpad.home' from '192.168.1.19'
May 17th, 10:29:49 pmdnsmasqNotice
[FORWARD] 22:29:49.428724 : Receive query for 'wpad.home' from '192.168.1.19'
May 17th, 10:29:49 pmhg6dNotice
[XMO-SERVER][REQUEST] getXmoSessionTimeout(507): GET m_sessionTimeout = 600
May 17th, 10:29:49 pmhg6dNotice
[XMO-SERVER][REQUEST] getXmoSessionTimeout(507): GET m_sessionTimeout = 600
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Re: Terrible download speeds, OK upload since switching from TWC to Spectrum. Need tech savvy help !

Found it. Here

 

 
   
  
Model:DPC3216
Hardware Revision:1.01
MAC Address:fc:91:14:a7:71:bd
Bootloader Revision:2.5.0beta8_R4
Current Software Revision:d3216-P20-12-c5000r55104-161228a
Firmware Name:d3216-P20-12-c5000r55104-161228a.bin
Firmware Build Time:Dec 28 16:16:40 2016
Cable Modem Status:Operational

  

Cable Modem State  
   
  
DOCSIS Downstream Scanning:Completed
DOCSIS Ranging:Completed
DOCSIS DHCP:Completed
DOCSIS TFTP:Completed
DOCSIS Data Reg Complete:Completed
DOCSIS Privacy:Enabled

  

Downstream Channels  
   
  
 Power Level:Signal to Noise Ratio:
Channel 1 :-6.1 dBmV33.1 dB
Channel 2 :-3.2 dBmV34.8 dB
Channel 3 :-6.8 dBmV32.3 dB
Channel 4 :-8.7 dBmV27.1 dB
Channel 5 :-6.0 dBmV32.4 dB
Channel 6 :-3.0 dBmV35.1 dB
Channel 7 :-3.7 dBmV34.8 dB
Channel 8 :-6.3 dBmV33.2 dB
Channel 9 :0.0 dBmV0.0 dB
Channel 10 :-3.9 dBmV34.8 dB
Channel 11 :-5.5 dBmV33.7 dB
Channel 12 :-5.7 dBmV31.2 dB
Channel 13 :-4.7 dBmV29.0 dB
Channel 14 :0.0 dBmV0.0 dB
Channel 15 :-8.7 dBmV31.2 dB
Channel 16 :-7.2 dBmV32.3 dB

  

Upstream Channels  
   
  
 Power Level:
Channel 1 :48.8 dBmV
Channel 2 :48.0 dBmV
Channel 3 :51.0 dBmV
Channel 4 :51.0 dBmV
Proven Sharer

Re: Terrible download speeds, OK upload since switching from TWC to Spectrum. Need tech savvy help !

DS channel levels are all screwed up, two channels missing completely, and two of four upstreams are above 51 dBmV.  You need a home service tech to clean up those problems as best he can.  Might need a Tier 3 line crew with bucket trucks.  

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Re: Terrible download speeds, OK upload since switching from TWC to Spectrum. Need tech savvy help !

Thanks for the response. What is causing this?  What shall I tell them when I call? What do I need ?  When I call them, what wording do I use to point them in the right direction to help us?  THANKS