Fault with modem or ISP cable?

[John204]

Hello, I'm having an issue where I have severe packet loss and a slow download/upload speed (All info is below). I'm trying to identify whether the issue is with my modem (~3 years old & provided by ISP) or with the cable owned by the ISP. I'm avoiding getting a technician over as if the issue is my modem, I'll be paying quite an amount on top of the cost to replace the modem.

Additional info:

Crowdsupport ticket: https://crowdsupport.telstra.com.au/t5/Home-Broadband/Fluctuant-download-speed-and-packet-loss-after-7-8pm-Cable/m-p/846822#M89282

[GDRRiley]

can you move it from a PDF to included in the post. Even if its just screen shots 99% aren't going to touch a PDF

[John204]

1 hour ago, GDRRiley said:

can you move it from a PDF to included in the post. Even if its just screen shots 99% aren't going to touch a PDF

Just changed it all to images.

[GDRRiley]

2 minutes ago, John204 said:

Just changed it all to images.

Factory reset if that doesn't fix it get a tech out there.

Something isn't right with the ISPs lines

[Donut417]

My guess is you have some signal issue. How’s your correctable and noncorrectable error counts look? Also how does your upstream look? 
 

For the record my modem(sb6141) is like 5 years old so age isn’t really a factor here. 

[John204]

1 hour ago, Donut417 said:

My guess is you have some signal issue. How’s your correctable and noncorrectable error counts look? Also how does your upstream look? 
 

For the record my modem(sb6141) is like 5 years old so age isn’t really a factor here. 

Below is my upstream bonded channels (it seems alright). As for the correctable and non-correctable errors, I don't think my modem provides that information although it is a DOCSIS 3 cable modem (Telstra gateway max: C6300BD-1TLAUS).

[mtz_federico]

6 hours ago, John204 said:

Below is my upstream bonded channels (it seems alright). As for the correctable and non-correctable errors, I don't think my modem provides that information although it is a DOCSIS 3 cable modem (Telstra gateway max: C6300BD-1TLAUS).

I'm not an expert but I think that the modem might only be connecting to one channel

 

Could you send a screenshot of the correctable and non-correctable errors

[John204]

5 hours ago, mtz_federico said:

I'm not an expert but I think that the modem might only be connecting to one channel

 

Could you send a screenshot of the correctable and non-correctable errors

How could I locate the correctable and non-correctable errors? I cannot find it in my gateway.

[Donut417]

1 minute ago, John204 said:

How could I locate the correctable and non-correctable errors? I cannot find it in my gateway.

For my modem is in the signals page right at the bottom. But Im thinking you have a signal issue. Im not sure how it works in your country but generally in the US if its problem is outside its a no charge truck roll, but if its inside wiring than its generally a cost. 

[mtz_federico]

I googled your modem model (C6300BD-1TLAUS) and it appears to be a netgear modem/router combo. I couldn't find exact instructions but you should look under Cable Connection (or something like that)

[UTCD]

It looks like you've been trapped for ingress. You're only bonded to 1 upstream carrier. You need a technician to come and fix the ingress issue and remove the filter.