on 19-06-2022 14:39
Hi all
I've recently had a self-install upgrade to 1 Gig fibre, having had the old M200 package for years.
According to speedtest.net I was getting at least 200MBit off it, even more perhaps. That was with a fairly old SuperHub 3 but it worked fine. The router is in an understairs cupboard at the end of quite a long piece of coax but it's always worked fine.
Since putting the SuperHub 4 the speed has dropped off a cliff - now I'm only getting 40MBit according to speedtest. I could see from the router dashboard that there were no Docsis 3.1 channels listed. I had a text from Virgin saying 'your services are now active' and after rebooting the modem I had a Docsis 3.1 channel and the speed jumped up to 700Mbit or so which to be honest I'd be quite happy with.
However this morning it's back down where it was yesterday and the 3.1 channel is missing again.
I've not tried customer services yet but thought it would be better to start here.
I'd be very grateful for any help!
Thanks
James
PS The odd thing is that no-one at home seems to have noticed... maybe I didn't need the upgrade after all 😉
on 19-06-2022 14:40
Here's the data from the hub:
Here's the data from the hub
3.0 Downstream channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 139000000 | -3.400002 | 40.366287 | QAM256 | 1 |
2 | 147000000 | -4.299999 | 40.366287 | QAM256 | 2 |
3 | 155000000 | -4.799999 | 38.983261 | QAM256 | 3 |
4 | 163000000 | -5.500000 | 38.983261 | QAM256 | 4 |
5 | 171000000 | -5.799999 | 40.366287 | QAM256 | 5 |
6 | 179000000 | -6.500000 | 38.983261 | QAM256 | 6 |
7 | 187000000 | -7.000000 | 38.605377 | QAM256 | 7 |
8 | 195000000 | -7.599998 | 38.983261 | QAM256 | 8 |
9 | 203000000 | -8.200001 | 38.983261 | QAM256 | 9 |
10 | 211000000 | -8.400002 | 38.983261 | QAM256 | 10 |
11 | 219000000 | -8.900002 | 38.605377 | QAM256 | 11 |
12 | 227000000 | -9.099998 | 38.605377 | QAM256 | 12 |
13 | 235000000 | -9.500000 | 38.605377 | QAM256 | 13 |
14 | 243000000 | -10.000000 | 37.636276 | QAM256 | 14 |
15 | 251000000 | -9.900002 | 37.636276 | QAM256 | 15 |
16 | 259000000 | -9.799999 | 37.636276 | QAM256 | 16 |
17 | 267000000 | -9.799999 | 37.355988 | QAM256 | 17 |
18 | 275000000 | -10.000000 | 37.636276 | QAM256 | 18 |
19 | 283000000 | -10.599998 | 36.609653 | QAM256 | 19 |
20 | 291000000 | -10.299999 | 37.355988 | QAM256 | 20 |
21 | 299000000 | -10.799999 | 36.386890 | QAM256 | 21 |
22 | 307000000 | -11.599998 | 35.779911 | QAM256 | 22 |
23 | 315000000 | -12.099998 | 35.595078 | QAM256 | 23 |
24 | 323000000 | -13.099998 | 35.083549 | QAM256 | 24 |
25 | 331000000 | -13.000000 | 35.595078 | QAM256 | 25 |
26 | 339000000 | -13.299999 | 35.083549 | QAM256 | 26 |
27 | 347000000 | -13.799999 | 34.483570 | QAM256 | 27 |
28 | 355000000 | -13.900002 | 34.483570 | QAM256 | 28 |
29 | 363000000 | -14.599998 | 33.834164 | QAM256 | 29 |
30 | 371000000 | -14.400002 | 33.956509 | QAM256 | 30 |
31 | 379000000 | -14.400002 | 33.956509 | QAM256 | 31 |
3.0 Downstream channels
Channel | Lock Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 40.366287 | 5 | 0 |
2 | Locked | 40.366287 | 0 | 0 |
3 | Locked | 38.983261 | 0 | 0 |
4 | Locked | 38.983261 | 0 | 0 |
5 | Locked | 40.366287 | 3 | 0 |
6 | Locked | 38.983261 | 0 | 0 |
7 | Locked | 38.605377 | 0 | 0 |
8 | Locked | 38.983261 | 0 | 0 |
9 | Locked | 38.983261 | 0 | 0 |
10 | Locked | 38.983261 | 6 | 0 |
11 | Locked | 38.605377 | 0 | 0 |
12 | Locked | 38.605377 | 0 | 0 |
13 | Locked | 38.605377 | 11 | 0 |
14 | Locked | 37.636276 | 0 | 0 |
15 | Locked | 37.636276 | 0 | 0 |
16 | Locked | 37.636276 | 0 | 0 |
17 | Locked | 37.355988 | 0 | 0 |
18 | Locked | 37.636276 | 0 | 0 |
19 | Locked | 36.609653 | 0 | 0 |
20 | Locked | 37.355988 | 0 | 0 |
21 | Locked | 36.386890 | 4 | 0 |
22 | Locked | 35.779911 | 14 | 0 |
23 | Locked | 35.595078 | 60 | 0 |
24 | Locked | 35.083549 | 311 | 0 |
25 | Locked | 35.595078 | 277 | 0 |
26 | Locked | 35.083549 | 1486 | 0 |
27 | Locked | 34.483570 | 2725 | 0 |
28 | Locked | 34.483570 | 1771 | 0 |
29 | Locked | 33.834164 | 9497 | 0 |
30 | Locked | 33.956509 | 4032 | 0 |
31 | Locked | 33.956509 | 2704 | 0 |
3.0 Upstream channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 53700000 | 51.020599 | 5120 KSym/sec | 64QAM | 10 |
2 | 39400000 | 49.770599 | 5120 KSym/sec | 64QAM | 12 |
3 | 46200000 | 50.270599 | 5120 KSym/sec | 64QAM | 11 |
4 | 60300000 | 51.770599 | 5120 KSym/sec | 64QAM | 9 |
3.0 Upstream channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 19-06-2022 15:00
downstream levels are way too low -6 is the minimum you want - upstream levels are just ok but they could do with looking at - you dont show any docsis 3.1 channels - there should be one
did the 3 have any attenuators on the input - if so have you moved them across - take them off if you have and see if that improves thing
if not you need a tech to sort things - wait here for VM or ring them
on 19-06-2022 16:06
Very low downstream and high upstream which you have is often down to a cable fault. Just check that all coax connectors are tight.
on 19-06-2022 17:37
Thanks all
There aren't an attenuators, but I have been round checking and cleaning all the connections. I did move to a different socket on one of the splitters too. One or two were a little loose.
Since doing that I now have a 3.1 channel again and much faster performance which is good, although the numbers on the box I'm seeing don't look that different... so maybe need an engineer to visit? I'm a little afraid they might condemn the internal wiring, it is the original VM wires but was tucked under the floor during building work some years ago so not easy to access now. It's worked great for years on the old modem to be fair.
Thanks again
James
on 19-06-2022 17:51
A good idea is to power off then on of the hub and after 1 hour of running post a new set of stats. This will show the current situation as some stats are accumulative.
on 19-06-2022 17:54
Thanks, will do
So far the 3.1 channel is still there and Speedtest is showing about 800Mbps which I'm happy with although I suppose in theory it should be higher
James
on 20-06-2022 22:17
Hi
Thanks all
Things seem a bit unreliable - through the course of the day the DOCSIS 3.1 channel seems to have come on and off, and the stats seem similar. Here are the latest although the 3.1 channel is up again now.
Is it now a question of getting someone out to have a look?
Thanks
James
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | -2.500000 | 40.946209 | QAM256 | 1 |
2 | 147000000 | -3.299999 | 40.366287 | QAM256 | 2 |
3 | 155000000 | -3.900002 | 40.366287 | QAM256 | 3 |
4 | 163000000 | -4.599998 | 40.366287 | QAM256 | 4 |
5 | 171000000 | -4.900002 | 40.946209 | QAM256 | 5 |
6 | 179000000 | -5.500000 | 40.366287 | QAM256 | 6 |
7 | 187000000 | -6.099998 | 38.983261 | QAM256 | 7 |
8 | 195000000 | -6.700001 | 38.983261 | QAM256 | 8 |
9 | 203000000 | -7.200001 | 38.605377 | QAM256 | 9 |
10 | 211000000 | -7.500000 | 38.983261 | QAM256 | 10 |
11 | 219000000 | -7.799999 | 38.605377 | QAM256 | 11 |
12 | 227000000 | -8.200001 | 38.605377 | QAM256 | 12 |
13 | 235000000 | -8.500000 | 38.605377 | QAM256 | 13 |
14 | 243000000 | -9.000000 | 38.605377 | QAM256 | 14 |
15 | 251000000 | -9.099998 | 37.636276 | QAM256 | 15 |
16 | 259000000 | -8.900002 | 38.605377 | QAM256 | 16 |
17 | 267000000 | -9.200001 | 38.605377 | QAM256 | 17 |
18 | 275000000 | -9.400002 | 37.636276 | QAM256 | 18 |
19 | 283000000 | -9.799999 | 37.355988 | QAM256 | 19 |
20 | 291000000 | -9.799999 | 37.636276 | QAM256 | 20 |
21 | 299000000 | -10.000000 | 36.609653 | QAM256 | 21 |
22 | 307000000 | -10.900002 | 36.609653 | QAM256 | 22 |
23 | 315000000 | -11.599998 | 36.386890 | QAM256 | 23 |
24 | 323000000 | -12.200001 | 35.779911 | QAM256 | 24 |
25 | 331000000 | -12.500000 | 35.779911 | QAM256 | 25 |
26 | 339000000 | -12.599998 | 35.595078 | QAM256 | 26 |
27 | 347000000 | -13.000000 | 35.083549 | QAM256 | 27 |
28 | 355000000 | -13.500000 | 34.925610 | QAM256 | 28 |
29 | 363000000 | -14.000000 | 34.483570 | QAM256 | 29 |
30 | 371000000 | -14.000000 | 34.345688 | QAM256 | 30 |
31 | 379000000 | -14.200001 | 34.345688 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.946209 | 0 | 0 |
2 | Locked | 40.366287 | 0 | 0 |
3 | Locked | 40.366287 | 0 | 0 |
4 | Locked | 40.366287 | 0 | 0 |
5 | Locked | 40.946209 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 38.983261 | 0 | 0 |
8 | Locked | 38.983261 | 0 | 0 |
9 | Locked | 38.605377 | 0 | 0 |
10 | Locked | 38.983261 | 0 | 0 |
11 | Locked | 38.605377 | 0 | 0 |
12 | Locked | 38.605377 | 0 | 0 |
13 | Locked | 38.605377 | 0 | 0 |
14 | Locked | 38.605377 | 0 | 0 |
15 | Locked | 37.636276 | 0 | 0 |
16 | Locked | 38.605377 | 0 | 0 |
17 | Locked | 38.605377 | 0 | 0 |
18 | Locked | 37.636276 | 0 | 0 |
19 | Locked | 37.355988 | 0 | 0 |
20 | Locked | 37.636276 | 0 | 0 |
21 | Locked | 36.609653 | 0 | 0 |
22 | Locked | 36.609653 | 0 | 0 |
23 | Locked | 36.386890 | 2 | 0 |
24 | Locked | 35.779911 | 16 | 0 |
25 | Locked | 35.779911 | 12 | 0 |
26 | Locked | 35.595078 | 76 | 0 |
27 | Locked | 35.083549 | 180 | 0 |
28 | Locked | 34.925610 | 206 | 0 |
29 | Locked | 34.483570 | 744 | 0 |
30 | Locked | 34.345688 | 685 | 0 |
31 | Locked | 34.345688 | 476 | 0 |
159 | 96 | 4K | 1880 | QAM256 | 759 |
159 | Locked | 24 | -26.5 | 34655810 | 11566 |
on 20-06-2022 22:40
@gw0udm yes you need an engineer visit, although the 3.1 channel has decided to put in an appearance, the single level on it is so low, it might just well not bother!
The power levels on the rest of the downstream channels aren’t looking too healthy either.
Bottom line, there it either a bad connection or a damaged cable somewhere between the hub and the street cabinet.
on 23-06-2022 11:22
Hi gw0udm,
Thanks for your post and thanks for coming back to us in the Community.
I'm sorry to hear that you've been having an issue with your services and speed. Checking things this end, it does look as thought the levels could do with some adjusting. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you.
I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,