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Gig1 Volt Download speed < 300Mbps

nobones
Tuning in

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
1331000000-7.440QAM 25625
2139000000-440QAM 2561
3147000000-4.340QAM 2562
4155000000-4.440QAM 2563
5163000000-4.540QAM 2564
6171000000-4.740QAM 2565
7179000000-4.840QAM 2566
8187000000-540QAM 2567
9195000000-540QAM 2568
10203000000-5.340QAM 2569
11211000000-5.440QAM 25610
12219000000-5.540QAM 25611
13227000000-5.940QAM 25612
14235000000-5.540QAM 25613
15243000000-5.540QAM 25614
16251000000-5.840QAM 25615
17259000000-5.740QAM 25616
18267000000-5.540QAM 25617
19275000000-5.940QAM 25618
20283000000-5.940QAM 25619
21291000000-6.140QAM 25620
22299000000-6.240QAM 25621
23307000000-6.440QAM 25622
24315000000-6.740QAM 25623
25323000000-740QAM 25624
26339000000-7.539QAM 25626
27347000000-7.740QAM 25627
28355000000-839QAM 25628
29363000000-7.939QAM 25629
30371000000-8.239QAM 25630
31379000000-8.339QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked401522145
2Locked401311528094
3Locked40337227799
4Locked402871738081
5Locked403886457012
6Locked401017414876
7Locked4035156648
8Locked4052758729
9Locked404697526803
10Locked403667825513
11Locked403515124021
12Locked403468322602
13Locked403745722290
14Locked403715119159
15Locked403443818980
16Locked403265219185
17Locked403799117444
18Locked404471914553
19Locked404389812030
20Locked40491668780
21Locked40607854247
22Locked4061805843
23Locked4041084180
24Locked4019769114
25Locked401658277
26Locked391437240
27Locked401355327
28Locked391271119
29Locked39119929
30Locked39114365
31Locked39107534

Thanks in advance for any advice! 

21 REPLIES 21

jbrennand
Very Insightful Person
Very Insightful Person

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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

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.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


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
Legend

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

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

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!

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


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
Forum Team (Retired)
Forum Team (Retired)

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

 

Travis_M
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


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.

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

Tom_W