1gb broadband

[adamace]

Hi I was hoping I could get some help,I was on the m500 broadband and I've upgraded to the 1gb and hub 4, before setting up the hub 4 I did a speed test on the superhub 3 and getting exactly what I should be, I set up the hub 4 on the 1gb connection and now I can't get above a pathetic 45mbps, I've tried everything I can think of, I've changed cables and done a 60 second pin hole reset and it's still the same,it was only setup a few hours ago, does it take a while for the 1gb connection to come though, its very disappointing when you upgrade and end up getting something 10 times worse than when I started, I've also tried the same knows best speed test and all it says is the device is offline when it clearly isnt

[adamace]

Unfortunately I'm back to where I started as the 1gb speeds lasted for 3 days and now have dropped back to 45mbps, phoned virgin to get engineer back as he said it can only be fixed with an engineer, virgin said engineer would be visiting this Tuesday, I had no confirmation of a engineer visit in the virgin app so rang again this morning to confirm,only to be told an engineer visit was never booked, so was blatantly lied to on the phone by virgin saying he was booked and even gave me a time, when they never even booked one, I've now launched a official ofcom complaint into this, as I've never known such poor service, they are now monitoring my connection for 24 hours and there are 11 hours left of that monitoring, only then can I phone for an engineer, they know my speeds are only 45 mbps and they know it can't be fixed from there end yet I've still got to wait to get an engineer back which will now be the end of next week,, how I wish I never bothered upgrading as this is just being passed from pillow to post day in day out,

[theboywonder]

I think the 24 monitoring is a way to get you off the phone. Just book everything via the My Virgin app. It bypasses the tech team on the phone and you can book an appointment.

so frustrating though isn’t it. The engineer I had saw great. Knew the exact issue was with the hub. I went back to the 500mb service and hub3 and it’s been fine. I’m not sure the hub4 is fit for purpose in the 1gb. 

I’ll probably wait until the hub5 is widely available before upgrading again.

I wish virgin let us use our own modems!

[Carley_S]

Hi @adamace

It's really is very disappointing to hear about the issues that you've had with us, I can assure you that this isn't the standard of service that we aim to provide.

I have located your account and can see you have a technician booked today. Please let me know how it does and what the tech advises. 

All the best,

[adamace]

Engineer been today replaced the hub 4 with another hub 4 done speed test everything was normal and getting the 1gb i pay for, within an hour its back down to just 45mbps, it will then jump to 1gb then back down to ass low as 12 mbps,I just don't know what else to do it works when engineer comes drops within half hour of him leaving, if I reset the hub it jumps back up to 1gb for maybe half hour or so then drops again, having been with virgin for 26 years I've never experienced anything like this and it's so frustrating that even with 2 engineer visits and 2 hub 4,s I'm still in the same boat

[Mcgaz]

Sounds like there's something wrong with the firmware on that hub!

Perhaps I should rethink going to 1 Gig.

[adamace]

It's the second Hub in a week, I would go back to the 500mb in a heartbeat but they keep on insisting they will sort it, now got a 3rd engineer coming Saturday morning, I'm really not holding out much help, I'm convinced it's a problem in the box in the street 

[adamace]

This is what I'm getting now on a wired connection with virgins 1gb,pathetic 

 

[adamace]

3.0 Downstream channels

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

1	139000000	7.699997	38.605377	QAM256	1
2	147000000	7.300003	38.605377	QAM256	2
3	155000000	6.900002	38.605377	QAM256	3
4	163000000	6.400002	38.605377	QAM256	4
5	171000000	6.199997	38.605377	QAM256	5
6	179000000	5.900002	37.636276	QAM256	6
7	187000000	5.900002	37.636276	QAM256	7
8	195000000	5.599998	37.636276	QAM256	8
9	203000000	5.599998	37.355988	QAM256	9
10	211000000	5.300003	38.605377	QAM256	10
11	219000000	5.199997	37.636276	QAM256	11
12	227000000	4.900002	37.636276	QAM256	12
13	235000000	4.699997	37.636276	QAM256	13
14	243000000	4.500000	37.636276	QAM256	14
15	251000000	4.300003	37.355988	QAM256	15
16	259000000	4.099998	37.636276	QAM256	16
17	267000000	3.900002	37.636276	QAM256	17
18	275000000	3.500000	37.636276	QAM256	18
19	283000000	3.099998	37.355988	QAM256	19
20	291000000	3.099998	37.355988	QAM256	20
21	299000000	3.599998	37.636276	QAM256	21
22	307000000	3.400002	37.636276	QAM256	22
23	315000000	2.900002	37.355988	QAM256	23
24	323000000	2.599998	37.355988	QAM256	24
25	331000000	2.700001	37.636276	QAM256	25
26	339000000	2.599998	37.355988	QAM256	26
27	347000000	2.400002	37.355988	QAM256	27
28	355000000	2.400002	37.355988	QAM256	28
29	363000000	2.599998	37.355988	QAM256	29
30	371000000	2.500000	36.609653	QAM256	30
31	379000000	2.400002	36.609653	QAM256	31

3.0 Downstream channels

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

1	Locked	38.605377	0	0
2	Locked	38.605377	0	0
3	Locked	38.605377	0	0
4	Locked	38.605377	0	0
5	Locked	38.605377	0	0
6	Locked	37.636276	0	0
7	Locked	37.636276	0	0
8	Locked	37.636276	0	0
9	Locked	37.355988	0	0
10	Locked	38.605377	0	0
11	Locked	37.636276	0	0
12	Locked	37.636276	0	0
13	Locked	37.636276	0	0
14	Locked	37.636276	0	0
15	Locked	37.355988	0	0
16	Locked	37.636276	0	0
17	Locked	37.636276	0	0
18	Locked	37.636276	0	0
19	Locked	37.355988	0	0
20	Locked	37.355988	0	0
21	Locked	37.636276	0	0
22	Locked	37.636276	0	0
23	Locked	37.355988	0	0
24	Locked	37.355988	0	0
25	Locked	37.636276	0	0
26	Locked	37.355988	0

[adamace]

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Network Log

Time Priority Description

Thu Jan 1 00:01:16 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:39 1970	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:59 1970	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:22 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 11:37:07 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 11:37:20 2022	6	SW Download INIT - Via Config file Bsgvca69834ncxv9873254k;f
Tue Jan 18 11:40:03 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 11:40:03 2022	4	Disruption during SW download - Power Failure
Tue Jan 18 11:40:17 2022	6	SW Download INIT - Via Config file a69834ncxv9873254k;fg87ds
Tue Jan 18 11:40:24 2022	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 11:41:32 2022	6	SW download Successful - Via Config file
Tue Jan 18 11:41:32 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 11:44:05 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 11:44:27 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 12:10:22 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 12:10:22 2022	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 12:17:32 2022	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 13:04:37 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 13:05:06 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 13:35:38 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 13:35:38 2022	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 13:41:53 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 20:46:56 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 18 20:47:47 2022	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 19 00:38:26 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 19 00:38:31 2022	6	CM-STATUS message sent. Event Type Code: 21; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 19 17:31:41 2022	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 19 17:31:55 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;