DOCSIS 3.1 ISSUE

Since the complaints section is effectively disabled on the website, and customer service does not understand what I am talking about at all, I am trying to reach the technical team through this message.

Please treat this as a technical case rather than a basic connectivity issue, and respond accordingly. I am happy to provide further diagnostic screenshots if required.

I am currently subscribed to your 1 Gbps broadband plan + Volte boost (1.2 Gbps), but the maximum achievable speed on my line remains around 930 Mbps. I have conducted a detailed technical investigation and found that, although my modem is configured for DOCSIS 3.1, it continues to operate in DOCSIS 3.0 mode due to severe signal quality issues.

Summary of the technical findings:
DOCSIS 3.1 is detected but not actively bonded.
Modem status confirms:
31 downstream / 5 upstream DOCSIS 3.0 channels are active (QAM256).
1 downstream / 1 upstream DOCSIS 3.1 channel detected, but not functional.

The DOCSIS 3.1 downstream channel (Channel ID: 41) reports:
PLC Power: -23.4 dBmV (far below acceptable range of -7 to +7)
RxMER: 26 dB (borderline for QAM4096)
Corrected Errors: 3,101,730,52+
Uncorrectable Errors: 3,186,089,505+

These extreme error rates and severely degraded power levels render the DOCSIS 3.1 OFDM channel unusable. As a result, the modem is falling back to DOCSIS 3.0 — which is inherently limited to sub-gigabit speeds in practical use. The DOCSIS 3.1 channels are locked, but not stable or healthy enough to be used for active traffic.

I am requesting the following actions from Virgin Media:
Escalate this issue to a senior technical engineer who understands DOCSIS 3.1 channel bonding and RF impairments.
Investigate and resolve the underlying signal quality issues that are causing the DOCSIS 3.1 PLC to fail — including possible ingress noise, upstream distortion, or line faults.
Rebalance the line or inspect external cabling/equipment contributing to signal degradation.
Ensure that the modem is able to operate in full DOCSIS 3.1 mode with proper OFDM channel bonding.
Confirm once full DOCSIS 3.1 operation is restored and my service can achieve the contracted 1.2 Gbps throughput.

Please treat this as a technical case rather than a basic connectivity issue, and respond accordingly. I am happy to provide further diagnostic screenshots if required.

Thanks