on 08-11-2021 20:54
I've had a new 1Gig line installed about 2 months ago, and everything was working well, was getting > 1000mbps speed on Virgin's speed test (samknows)
Today, speed is down to 44Mbps and router reports no DOCSIS 3.1 channels connected. Restarting the router hasn't helped at all, and Virgin's website indicates no issues in my area (KT3)
It also doesn't let me book an engineer since it thinks everything is ok apparently?
Answered! Go to Answer
on 09-11-2021 15:49
Thanks for those details siopoudis
I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone
Can you please let me know how the visit goes
Gareth_L
on 08-11-2021 23:14
Adding the SamKnows speed test in modem mode and the channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 4 | 40.4 | QAM256 | 25 |
1 | 139000000 | 5.7 | 39 | QAM256 | 1 |
2 | 147000000 | 5.6 | 39 | QAM256 | 2 |
3 | 155000000 | 5.4 | 40.4 | QAM256 | 3 |
4 | 163000000 | 5 | 40.4 | QAM256 | 4 |
5 | 171000000 | 4.7 | 39 | QAM256 | 5 |
6 | 179000000 | 4.2 | 40.4 | QAM256 | 6 |
7 | 187000000 | 4 | 40.4 | QAM256 | 7 |
8 | 195000000 | 4 | 39 | QAM256 | 8 |
9 | 203000000 | 3.9 | 40.4 | QAM256 | 9 |
10 | 211000000 | 3.7 | 40.4 | QAM256 | 10 |
11 | 219000000 | 3.7 | 40.9 | QAM256 | 11 |
12 | 227000000 | 3.7 | 40.9 | QAM256 | 12 |
13 | 235000000 | 3.8 | 40.4 | QAM256 | 13 |
14 | 243000000 | 4.4 | 40.4 | QAM256 | 14 |
15 | 251000000 | 4.4 | 40.4 | QAM256 | 15 |
16 | 259000000 | 4.3 | 40.4 | QAM256 | 16 |
17 | 267000000 | 4.4 | 40.4 | QAM256 | 17 |
18 | 275000000 | 4.7 | 40.4 | QAM256 | 18 |
19 | 283000000 | 4.1 | 40.4 | QAM256 | 19 |
20 | 291000000 | 3.8 | 40.4 | QAM256 | 20 |
21 | 299000000 | 4.3 | 40.4 | QAM256 | 21 |
22 | 307000000 | 4.5 | 40.4 | QAM256 | 22 |
23 | 315000000 | 4 | 40.4 | QAM256 | 23 |
24 | 323000000 | 3.8 | 40.9 | QAM256 | 24 |
26 | 339000000 | 3.6 | 40.9 | QAM256 | 26 |
27 | 347000000 | 3.1 | 40.9 | QAM256 | 27 |
28 | 355000000 | 3.1 | 40.4 | QAM256 | 28 |
29 | 363000000 | 3.5 | 40.9 | QAM256 | 29 |
30 | 371000000 | 2.9 | 40.4 | QAM256 | 30 |
31 | 379000000 | 2.4 | 40.9 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 40.366287 | 0 | 0 |
1 | Locked | 38.983261 | 0 | 0 |
2 | Locked | 38.983261 | 0 | 0 |
3 | Locked | 40.366287 | 0 | 0 |
4 | Locked | 40.366287 | 0 | 0 |
5 | Locked | 38.983261 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 40.366287 | 0 | 0 |
8 | Locked | 38.983261 | 0 | 0 |
9 | Locked | 40.366287 | 0 | 0 |
10 | Locked | 40.366287 | 0 | 0 |
11 | Locked | 40.946209 | 0 | 0 |
12 | Locked | 40.946209 | 0 | 0 |
13 | Locked | 40.366287 | 0 | 0 |
14 | Locked | 40.366287 | 0 | 0 |
15 | Locked | 40.366287 | 0 | 0 |
16 | Locked | 40.366287 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.366287 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 40.366287 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 40.366287 | 0 | 0 |
24 | Locked | 40.946209 | 0 | 0 |
26 | Locked | 40.946209 | 0 | 0 |
27 | Locked | 40.946209 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 40.946209 | 0 | 0 |
30 | Locked | 40.366287 | 0 | 0 |
31 | Locked | 40.946209 | 0 | 0 |
on 09-11-2021 15:34
Hello siopoudis
We have just spoken on Twitter
I am more than happy to take a look at this for you
I will need to send you a private message to pass security
If you can check the purple envelope top right of your screen that would be great
Regards
Gareth_L
on 09-11-2021 15:41
Thanks Gareth,
I replied to your message
on 09-11-2021 15:49
Thanks for those details siopoudis
I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone
Can you please let me know how the visit goes
Gareth_L
on 09-11-2021 15:58
I appreciate it Gareth, I'll let you know how it goes.
on 11-11-2021 09:18
Engineer just visited (it was actually the same who did the install 2 months ago, really helpful and knowledgable guy)
Checked in the house, no problems found. He was surprised that it was only getting 44mbps even with just Docsis 3.0 - he did say that with no Docsis 3.1 channel synced there is no way to get 1gig, but I should at least be getting around 600mbps which is the max for Docsis 3.0.
Then went to the green box and swapped my port to another one, speed is back to 1100mbps.
Engineer said port at the box was faulty and logged it.
Thanks for helping book the visit so quickly Gareth!
on 11-11-2021 16:00
I got 1Gb/s with no 3.1 channel and posted screens here, seems common for some areas fault to drop it but it was fixed for me same as when new it was random for weeks rarely hitting 1Gb/s then ok (I assume areas were not 100% ready for the sale of 1Gb/s yet).
It was random how much I got from less than 1MB/s to 940Mb/s but mainly 100-300Mb/s till the 3.1 channel came back.
Hint: issue was not in my home (the generic/default reply) and never has been in 24+years of being with VM.
The SamKnows is not accurate (if it can even find the HUB at times) look at my profile/photos and you can see single figures in an triple out then the exact opposite in next test.
on 11-11-2021 17:37
Never had this, it always finds my Hub, unless after a reset which takes a while (and also makes sense).
I also test it with SpeedTest and Netgear's built-in speed test in the Wifi 6 mesh system I have installed, they always report similar speeds, and this was the case when it was faulty.
Sounds like my problem might have been different, as I never had "average" speeds, it was either 980 - 1100ish or the constant drop to 40-45mbps I had since Sunday until today that was fixed.
on 14-11-2021 11:37
Thank you for keeping us updated on this siopoudis.
We're glad to hear this is all resolved for you.
^Martin