Gig1 Volt Download speed < 300Mbps

[nobones]

Hi, 

We just upgraded from the M350 package to the Gig1 Volt package and were sent a HUB 5. After activation, whilst being connected via Ethernet and with the Hub still in router mode I tried a Samknows RealSpeed test and was repeatably still getting 300-400Mbps down. Upload speed was however greatly improved to between 60-100Mbps. 

The Hub config shows the config file as cmreg-vmdg660-bbt076-b and  

Max Traffic Rate

1230000450 bps

I also tried the HUB in modem mode with my UDM router connected via SFP to the 2.5Gbps port. The d/l speeds are still very underwhelming so I reported it via Whatsapp. The tech told me it Gig1 had not been activated and he had done so manually and to wait 4-5hours and reboot.  I tried this several times but the d/l speed did not improve.

After checking the power levels and log I spotted a lot of Pre and Post RS Errors on all channels so I turned off the modem and remade/tightened all the connections to the Hub and V6 boxes. After another reboot the Pre and Post RS errors were clear and I was able to get 1.1Gb down and over 100Mbs up - happy days! 

Unfortunately however this morning the Post RS Errors are back. Nothing "physical" has changed with the cabling overnight so I'm a bit puzzled. Am I right in assuming this needs an engineer call-out? What do you guys think is the best way to get this resolved?

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	-7.4	40	QAM 256	25
2	139000000	-4	40	QAM 256	1
3	147000000	-4.3	40	QAM 256	2
4	155000000	-4.4	40	QAM 256	3
5	163000000	-4.5	40	QAM 256	4
6	171000000	-4.7	40	QAM 256	5
7	179000000	-4.8	40	QAM 256	6
8	187000000	-5	40	QAM 256	7
9	195000000	-5	40	QAM 256	8
10	203000000	-5.3	40	QAM 256	9
11	211000000	-5.4	40	QAM 256	10
12	219000000	-5.5	40	QAM 256	11
13	227000000	-5.9	40	QAM 256	12
14	235000000	-5.5	40	QAM 256	13
15	243000000	-5.5	40	QAM 256	14
16	251000000	-5.8	40	QAM 256	15
17	259000000	-5.7	40	QAM 256	16
18	267000000	-5.5	40	QAM 256	17
19	275000000	-5.9	40	QAM 256	18
20	283000000	-5.9	40	QAM 256	19
21	291000000	-6.1	40	QAM 256	20
22	299000000	-6.2	40	QAM 256	21
23	307000000	-6.4	40	QAM 256	22
24	315000000	-6.7	40	QAM 256	23
25	323000000	-7	40	QAM 256	24
26	339000000	-7.5	39	QAM 256	26
27	347000000	-7.7	40	QAM 256	27
28	355000000	-8	39	QAM 256	28
29	363000000	-7.9	39	QAM 256	29
30	371000000	-8.2	39	QAM 256	30
31	379000000	-8.3	39	QAM 256	31

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40	15221	45
2	Locked	40	13115	28094
3	Locked	40	33722	7799
4	Locked	40	28717	38081
5	Locked	40	38864	57012
6	Locked	40	10174	14876
7	Locked	40	3515	6648
8	Locked	40	5275	8729
9	Locked	40	46975	26803
10	Locked	40	36678	25513
11	Locked	40	35151	24021
12	Locked	40	34683	22602
13	Locked	40	37457	22290
14	Locked	40	37151	19159
15	Locked	40	34438	18980
16	Locked	40	32652	19185
17	Locked	40	37991	17444
18	Locked	40	44719	14553
19	Locked	40	43898	12030
20	Locked	40	49166	8780
21	Locked	40	60785	4247
22	Locked	40	61805	843
23	Locked	40	41084	180
24	Locked	40	19769	114
25	Locked	40	16582	77
26	Locked	39	14372	40
27	Locked	40	13553	27
28	Locked	39	12711	19
29	Locked	39	11992	9
30	Locked	39	11436	5
31	Locked	39	10753	4

Thanks in advance for any advice! 

[jbrennand]

There is a problem on your connection - a VM person should comment soon.

[Paulina_Z]

Hi @nobones,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having some issues with your broadband connection! 

I've taken a look at our systems and I can see that there's a local SNR (Signal to Noise Ratio) Outage impacting your TV and broadband service. The fault number is F010907317 and the current estimated fix time is 11/09/23 at 10am. 

Our team is working hard to have this issue resolved as soon as possible. Apologies for any inconvenience in the meantime. Please let us know if you're still impacted by this issue after the estimated fix time and we'll be happy to help.

Thank you.

[nobones]

Thanks Paulina_Z! Is there any place where you publish status updates for the fault so I can keep an eye on it or see that it has been resolved ? The service checker shows no faults in my area. Or do I simply need to wait until next Monday and hope that it's been resolved?

[Client62]

We can get local ( street level ) status info from 0800 561 0061 it is an automated number.

[Paulina_Z]

Hi @nobones,

Thanks for coming back to us about this. As @Client62 advised, you can give our Automated Service Line a call on 0800 561 0061. If needed, we can update you through here. 😊 

Thanks!

[nobones]

Hi @Paulina_Z, 

This is still a problem, dl speeds are between 150-200Mbps and there are still lots of Post RS errors. Is there any update on the fault (F010907317) please? 

Thanks

[Travis_M]

Hi @nobones

Thanks for your response

If you give the service status line above a call you should be able to receive any due updates on this 🙂

Regards

[nobones]

Hi @Travis_M, 

The service status line gives minimal information that the Broadband and TV issue is ongoing with no more detail.

Paulina_Z had indicated that the estimated fix time was Monday 11th @10am which has long passed. Would you please be able to tell me what the latest estimate for resolution is please? I am still currently within the 14 cooling off period since taking out the new contract and there has been no increase in speed (in fact its actually worse) so I'm still considering my options.

[Tom_W1]

Hi @nobones thanks for your reply. 

Unfortunately, the date has been extended and currently this is now the 18th September at 10am.

If there is no improvement after this date, please don't hesitate to let us know.

Many thanks