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terzai
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1Gbps - Slower than M350 since day 1 - Chat + Phone + SMS support not reachable

Hi,

So to cut a long story short, upgraded my broadband from M350, to 1Gbps.

But since the upgrade and the superhub 4 I have slower speed over, constant internet disconnection and to top it up daily downtime of 30 min per day around peak time.

So basicaly I'm paying more to get a lower service and don't want to talk about support. I could only reach 1 live person over SMS that couldnt help me. Chat support is inexistant for me in the last 2 days (the sales one is up and running smooth tho...), phone support is handled by a bot and hang up on me numerous time as my connection is 'working'.

So I'm a bit frustrated for a week, we heavily rely on internet, that to be WFH (We are sales people working on EMEA territories, so we call, video call and do video conferences), gaming and 4K streaming that is hapening all at the same time. We already had several miss sales opportunities due to internet connection issues. I finished my rant 🙂

So below I will post all the information requiered with the set up I used to run the test.

Virgin Media hub 4 is in modem mode wired (with the ethernet cable provided with the hub) to my laptop which as 1Gbps port and this is the speed I get.

Screen Shot 2020-09-05 at 09.00.18.png

Screenshot doest seems to work, so the link is https://www.speedtest.net/result/10030912882

Thinkbroadband link: https://www.thinkbroadband.com/broadband/monitoring/quality/share/create/5faf511b4d7ff6bc20aa3acffa1... (I activated yesterday so I don't have much data yet). I didnt realised that my IP changed. If needs be I can provide the link for my previous IP using M350 too

And my logs below

 

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terzai
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Re: 1Gbps - Slower than M350 since day 1 - Chat + Phone + SMS support not reachable

 
3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14110000005.80000340.946209QAM2561
24190000005.09999840.366287QAM2562
34270000005.69999740.946209QAM2563
44350000006.00000040.946209QAM2564
54430000005.69999740.366287QAM2565
64510000006.19999740.366287QAM2566
74590000006.09999840.946209QAM2567
84670000005.50000040.366287QAM2568
94750000005.69999740.946209QAM2569
104830000006.00000040.946209QAM25610
114910000005.30000340.946209QAM25611
124990000005.50000040.946209QAM25612
135070000005.50000040.366287QAM25613
145150000005.30000340.946209QAM25614
155230000005.69999740.946209QAM25615
165310000005.69999740.366287QAM25616
175390000005.30000340.946209QAM25617
185470000005.80000340.366287QAM25618
195550000006.19999740.946209QAM25619
205630000005.90000240.946209QAM25620
215710000006.19999740.946209QAM25621
225790000005.90000240.366287QAM25622
235870000005.90000240.366287QAM25623
245950000006.00000040.946209QAM25624
256030000006.09999840.946209QAM25625
266110000005.59999840.366287QAM25626
276190000006.09999840.366287QAM25627
286270000006.19999740.946209QAM25628
296350000005.90000240.366287QAM25629
306430000006.09999840.366287QAM25630
316510000006.19999740.366287QAM25631


3.0 Downstream channelsChannel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked000
2Locked3350259300
3Locked7754597100
4Locked774157300
5Locked770476700
6Locked772186510
7Locked771857520
8Locked652329400
9Locked637719600
10Locked651165200
11Locked634136810
12Locked637139700
13Locked643872110
14Locked637977810
15Locked632187910
16Locked664990330
17Locked660346740
18Locked661489920
19Locked658268510
20Locked676362500
21Locked667094330
22Locked663703940
23Locked661181730
24Locked936173020
25Locked932039320
26Locked962818740
27Locked931508880
28Locked923521360
29Locked928941120
30Locked935617080
31Locked8970557540


3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM1024728


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked 6.3120732340




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terzai
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Re: 1Gbps - Slower than M350 since day 1 - Chat + Phone + SMS support not reachable

 
 
3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000046.0205995120 KSym/sec64QAM11
23940000046.0205995120 KSym/sec64QAM12
35370000046.0205995120 KSym/sec64QAM10
46030000047.0205995120 KSym/sec64QAM9


3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000






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terzai
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Re: 1Gbps - Slower than M350 since day 1 - Chat + Phone + SMS support not reachable

Network Log
Time Priority Description
Thu 01/01/1970 00:01:154Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:513No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 15:43:265MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 15:43:263Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 15:43:274T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 15:43:273REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 15:43:514Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 15:44:243No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 15:45:135MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 15:45:155REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 15:45:165RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 15:45:165RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 15:45:246SW Download INIT - Via Config file dsfd;kfoA,.iyewrkldJKDHSU
Fri 28/08/2020 15:46:486SW download Successful - Via Config file
Fri 28/08/2020 15:49:205MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 28/08/2020 16:01:365DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 30/08/2020 16:30:115MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 30/08/2020 16:42:265DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 31/08/2020 17:19:145MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 31/08/2020 17:31:305DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 03/09/2020 10:14:214DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 03/09/2020 17:45:445MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 03/09/2020 17:57:595DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 03/09/2020 18:55:255MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 03/09/2020 19:07:415DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 04/09/2020 18:24:515MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 04/09/2020 18:45:445DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 05/09/2020 07:57:585MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 05/09/2020 08:10:135DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;




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jhuk
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Message 5 of 9
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Re: 1Gbps - Slower than M350 since day 1 - Chat + Phone + SMS support not reachable

The BQM link is dead.

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terzai
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Re: 1Gbps - Slower than M350 since day 1 - Chat + Phone + SMS support not reachable

New link 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8fe764c011000508f20e7d2f8978bf25d7a8b36e
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MikeRobbo
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Re: 1Gbps - Slower than M350 since day 1 - Chat + Phone + SMS support not reachable

You >> BQM << is showing something at around 09:00, do you know what it was ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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terzai
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Re: 1Gbps - Slower than M350 since day 1 - Chat + Phone + SMS support not reachable

Hi, 

Yeah, the first full connection loss is when I restarted the box as I didnt have internet.

The second time is when I did a hardware reset as per the request of the second line engineer.

I finally managed to get someone on the phone and will have an engineer coming next Wednesday.  

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Emily_G
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Re: 1Gbps - Slower than M350 since day 1 - Chat + Phone + SMS support not reachable

Thanks for the post and great to hear the team got an engineer booked for you.

 

How are thing following the appointment?

 

Thanks, Emily.

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