Virgin Media Community

[navypixel]

i upgraded my account from M500 broadband to 1gig with TV on Tuesday, i was told the current speed i was getting (540mb down) wont be affected until I transfer on Friday to 1gig and it will only go up.

as soon as the phone call with support was finished my internet instantly dropped to 130mb average download. and has been the same since.

I received my HUB4 and the rest of kit, all installed with the hub4 in modem mode and I'm still getting 130mb average speed test results.

tried to contact support thinking I might be on a 100mb down profile and not 1000mb down?? but so far stupid online bot and a WhatsApp bot that never connects me to anyone and just wastes my time then tells me there from billing and they unfortunately cannot help me at all

[navypixel]

spoken to support eventually and he had no clue and booked an engineer visit for Monday

I have since put the hub3 back on and tried in modem mode and again its 130mb down. this seems to be an account problem and not a hardware setup.

the thing that makes this obvious is as soon as I was on the call to upgrade on Monday whatever they did to the account dropped it to 130mb speed?

[Adduxi]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

After the reset check the conf settings on the Hub. It will show what speed has been provisioned.
It's Configuration tab - Primary Downstream Service Flow - Max Traffic Rate.   

[navypixel]

Thank you for the information, I followed this and the max traffic rate was set to 1230000450

when In Router mode and I have my laptop connected to ETh01 on hub(tried all 4 ports) I can’t get over 150mb down, however when I WiFi onto the sh4 I can achieve 600mb

Before I upgraded on Tuesday I was on m500 package and steadily got 500mb average on all devices hard wired into my switch and around 350mb WiFi.

do you reckon the ports on this hub are the problem? No matter what I try I can’t get over 150mb direct from the router

[navypixel]

 

[navypixel]

forgot to say in picture I have 600mb on the iPhone via wireless.

I also want the hub to run modem mode so I can plug it into my UniFi network USG but if still get the same speeds via UniFi switches as i do with the laptop.

also i noticed when in modem mode the hub transmits on both 192.168.0.1 and 192.168.100.1 which I found odd behavior.

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

[navypixel]

3.0 Downstream channels

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

25	330750000	-1	38.6	QAM256	25
1	138750000	-3.5	36.6	QAM256	1
2	146750000	-3.2	36.4	QAM256	2
3	154750000	-3	37.4	QAM256	3
4	162750000	-2.8	37.4	QAM256	4
5	170750000	-2.7	37.6	QAM256	5
6	178750000	-2.7	37.6	QAM256	6
7	186750000	-2.3	37.6	QAM256	7
8	194750000	-2.1	37.6	QAM256	8
9	202750000	-1.9	37.6	QAM256	9
10	210750000	-1.6	37.6	QAM256	10
11	218750000	-1.3	38.6	QAM256	11
12	226750000	-0.9	39	QAM256	12
13	234750000	-0.6	37.6	QAM256	13
14	242750000	-0.2	38.6	QAM256	14
15	250750000	0	38.6	QAM256	15
16	258750000	-0.3	38.6	QAM256	16
17	266750000	-2.3	37.4	QAM256	17
18	274750000	-0.4	38.6	QAM256	18
19	282750000	0.2	39	QAM256	19
20	290750000	1.3	39	QAM256	20
21	298750000	2	37.4	QAM256	21
22	306750000	-0.9	38.6	QAM256	22
23	314750000	-1.3	38.6	QAM256	23
24	322750000	-1.1	38.6	QAM256	24
26	338750000	-0.7	38.6	QAM256	26
27	346750000	-0.7	38.6	QAM256	27
28	354750000	-0.7	38.6	QAM256	28
29	362750000	-0.5	39	QAM256	29
30	370750000	-0.9	39	QAM256	30
31	378750000	-1.1	38.6	QAM256	31

3.0 Downstream channels

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

25	Locked	38.605377	0	0
1	Locked	36.609653	0	0
2	Locked	36.386890	0	0
3	Locked	37.355988	0	0
4	Locked	37.355988	0	0
5	Locked	37.636276	0	0
6	Locked	37.636276	0	0
7	Locked	37.636276	0	0
8	Locked	37.636276	0	0
9	Locked	37.636276	0	0
10	Locked	37.636276	0	0
11	Locked	38.605377	0	0
12	Locked	38.983261	0	0
13	Locked	37.636276	0	0
14	Locked	38.605377	0	0
15	Locked	38.605377	0	0
16	Locked	38.605377	0	0
17	Locked	37.355988	0	0
18	Locked	38.605377	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	37.355988	0	0
22	Locked	38.605377	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0

3.1 Downstream channels

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

33

94

4K

1840

QAM4096

416

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

41

-2.5

10859977

0

[navypixel]

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076+voc-b.cm

Primary Downstream Service Flow

SFID	35076
Max Traffic Rate	1230000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	35075
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[navypixel]

Network Log

Time Priority Description

Thu 01/01/1970 00:01:27	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 13/02/2022 11:18:40	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 13/02/2022 11:49:33	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:20	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 13/02/2022 12:01:50	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 13/02/2022 12:02:01	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 13/02/2022 12:02:15	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; 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;
Sun 13/02/2022 12:06:01	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Adduxi · Accepted solution]

Did you do the factory reset?  It usually fixes a lot of issues.  Also try plugging the cables in and out a few times to clear any dust that may be lodges in the port grooves.

What does www.samknows.com/realspeed show when tested with a known good Cat 6a cable to a gigabit capable device?  You will need to reset your Hub to Router mode for this test, as it does not work in modem mode.