slow wifi under 5M

[iabboy]

I just changed to G1 (up to 1000M) in the past few days, and found that the network speed is often lower than 5M. Run the network diagnostic tool to check, and the display is as follows:

please help:

Your home network has a few problems.

Checking Broadband Service

Checking Telephone Service

Checking Ethernet Connections

Checking WiFi Connections

If you still think something is wrong, please check the following:

1

The temperature of your Hub 5 is normal.

2

Your broadband connection is working.

3

Gateway IPv4 address is valid.

4

Your broadband connection is ready.

5

There may be devices in your wired network which might be limiting your in-home connectivity.

6

The device has low signal strength, please move it closer to Hub 5.

7

Please place your WiFi device near the Hub 5.

Network status

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	32	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

1	339000000	-6.7	39	QAM 256	26
2	139000000	0.1	40	QAM 256	1
3	147000000	0.6	40	QAM 256	2
4	155000000	-1.1	40	QAM 256	3
5	163000000	-1.6	40	QAM 256	4
6	171000000	-2	40	QAM 256	5
7	179000000	-2.3	40	QAM 256	6
8	187000000	-2.7	40	QAM 256	7
9	195000000	-2.8	40	QAM 256	8
10	203000000	-3.2	40	QAM 256	9
11	211000000	-3.5	40	QAM 256	10
12	219000000	-3.7	39	QAM 256	11
13	227000000	-4	39	QAM 256	12
14	235000000	-4.3	39	QAM 256	13
15	243000000	-4.6	39	QAM 256	14
16	251000000	-5	39	QAM 256	15
17	259000000	-5.1	39	QAM 256	16
18	267000000	-5.4	39	QAM 256	17
19	275000000	-5.3	39	QAM 256	18
20	283000000	-4.8	39	QAM 256	19
21	291000000	-5.1	39	QAM 256	20
22	299000000	-5.4	39	QAM 256	21
23	307000000	-5.8	39	QAM 256	22
24	315000000	-6.1	39	QAM 256	23
25	323000000	-6.4	39	QAM 256	24
26	331000000	-6.7	39	QAM 256	25
27	347000000	-7.1	39	QAM 256	27
28	355000000	-7.3	39	QAM 256	28
29	363000000	-7.3	38	QAM 256	29
30	371000000	-7.6	39	QAM 256	30
31	379000000	-7.5	38	QAM 256	31
32	387000000	-7.7	38	QAM 256	32

3.0 Downstream channels

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

1	Locked	39	28	0
2	Locked	40	233	830
3	Locked	40	25	1417
4	Locked	40	27	429
5	Locked	40	18	1058
6	Locked	40	948	1600
7	Locked	40	827	1812
8	Locked	40	643	2360
9	Locked	40	683	4962
10	Locked	40	669	4926
11	Locked	40	935	1366
12	Locked	39	1020	5228
13	Locked	39	1396	2764
14	Locked	39	814	2745
15	Locked	39	782	1028
16	Locked	39	784	3857
17	Locked	39	738	1277
18	Locked	39	1072	1258
19	Locked	39	1066	1557
20	Locked	39	397	11970
21	Locked	39	481	11866
22	Locked	39	626	8222
23	Locked	39	615	8979
24	Locked	39	756	9789
25	Locked	39	819	11141
26	Locked	39	1086	13516
27	Locked	39	3310	14831
28	Locked	39	2513	18348
29	Locked	38	748	19920
30	Locked	39	601	27119
31	Locked	38	563	33523
32	Locked	38	950	43796

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

30

-20.4

1104601815

550340189

[Client62]

The preferred Downstream signal level is from -7 to 7 dBmV,    ( 0 dBmV is perfect )

The downstream signal levels for DOCSIS 3.0 fall as low as -7.7 dBmV ,  
and vastly too low for DOCSIS 3.1 at -20.4 dBmV.

An engineer will be required to resolve this - but it could be a fault at the street cabinet affecting several homes.

Do check for a known fault in your street via 0800 561 0061, this is an automated number.

[Ashleigh_C]

Hi there @iabboy 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced these issues regarding your service, I have taken a look on our side and I can see a few issues that will need an engineer to resolve, I will pop you a private message so we can get one arranged. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

[Ashleigh_C]

Hello again @iabboy 
Thanks so much for your private message and confirming your address, I have now booked you a visit for connection – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 

[Sephiroth]

They might say it’s your fault if the coax cable into the hub is not screwed in tight!  Do check that, even if it’s not your fault.

[iabboy]

hi today the engineer came to fix the wif issue.this is the status,is that ok now?

Your home network has a few problems.

Checking Broadband Service

Checking Telephone Service

Checking Ethernet Connections

Checking WiFi Connections

f you still think something is wrong, please check the following:

1

The temperature of your Hub 5 is normal.

2

Your broadband connection is working.

3

Gateway IPv4 address is valid.

4

Your broadband connection is ready.

5

There may be devices in your wired network which might be limiting your in-home connectivity.

6

The device has low signal strength, please move it closer to Hub 5.

7

Please place your WiFi device near the Hub 5.

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	32	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

1	339000000	-3.9	39	QAM 256	26
2	139000000	4.3	40	QAM 256	1
3	147000000	3.6	40	QAM 256	2
4	155000000	3	40	QAM 256	3
5	163000000	2.4	40	QAM 256	4
6	171000000	1.9	40	QAM 256	5
7	179000000	1.6	40	QAM 256	6
8	187000000	1	40	QAM 256	7
9	195000000	0.9	40	QAM 256	8
10	203000000	0.5	40	QAM 256	9
11	211000000	0.1	40	QAM 256	10
12	219000000	0	40	QAM 256	11
13	227000000	0.4	40	QAM 256	12
14	235000000	0.7	40	QAM 256	13
15	243000000	-1.1	40	QAM 256	14
16	251000000	-1.5	39	QAM 256	15
17	259000000	-1.7	39	QAM 256	16
18	267000000	-2.1	39	QAM 256	17
19	275000000	-1.9	39	QAM 256	18
20	283000000	-1.6	39	QAM 256	19
21	291000000	-2	39	QAM 256	20
22	299000000	-2.3	39	QAM 256	21
23	307000000	-2.8	39	QAM 256	22
24	315000000	-3.1	39	QAM 256	23
25	323000000	-3.6	39	QAM 256	24
26	331000000	-3.9	39	QAM 256	25
27	347000000	-4.4	39	QAM 256	27
28	355000000	-4.6	39	QAM 256	28
29	363000000	-4.7	39	QAM 256	29
30	371000000	-4.9	39	QAM 256	30
31	379000000	-4.8	39	QAM 256	31
32	387000000	-5.2	38	QAM 256	32

3.0 Downstream channels

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

1	Locked	39	19160	1588
2	Locked	40	135	26
3	Locked	40	4821	590
4	Locked	40	11118	2678
5	Locked	40	6384	2207
6	Locked	40	9557	1992
7	Locked	40	10464	1962
8	Locked	40	4272	1588
9	Locked	40	4806	1963
10	Locked	40	6533	1504
11	Locked	40	1567	986
12	Locked	40	42701	13974
13	Locked	40	969	706
14	Locked	40	16569	1635
15	Locked	40	832	623
16	Locked	39	8417	1474
17	Locked	39	1326	263
18	Locked	39	3612	1443
19	Locked	39	3479	1788
20	Locked	39	2746	1548
21	Locked	39	2578	1914
22	Locked	39	2461	1768
23	Locked	39	2320	1548
24	Locked	39	2950	1970
25	Locked	39	4711	1228
26	Locked	39	7475	1585
27	Locked	39	61446	2194
28	Locked	39	19143	1962
29	Locked	39	2597	836
30	Locked	39	2228	1306
31	Locked	39	2176	963
32	Locked	38	2339	835

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

29

-19.4

563333014

350618573

[Sephiroth]

No - nothing has changed.  I don't think you have a WiFi issue.  Your downstream is performing poorly with a number of uncorrected errors recorded in the log.   May we also see your upstream stats?

What did the engineer actually have to say?

[iabboy]

hi The engineer took out the original linker with the router. This is called the wideband equalizer. and said just need a plume pods for free then will be fine.

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	47.5	5120	QAM 64	1
1	43100000	47.8	5120	QAM 64	2
2	36600000	47.5	5120	QAM 64	3
3	30100000	47	5120	QAM 64	4
4	23600000	46	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

42.0

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

0

0