Constant gig 1 issues, slow downloads, constant drop outs.

[Hm121]

Hi,

Been a gig 1 user for a while now and in all honesty, it's been an awful experience, paying for something which virgin isn't delivering. At this moment in time using a wired connection I can get speeds from 60-70 mb up to 700-800 tops, constant dropouts and the only thing that resolved this is to keep resetting the hub 4.

When we first took out the broadband it was advertised on virgin's site that gig 1 users would get the hub 5, granted it doesn't seem like virgin no longer advertises that anymore but regardless I am 100% certain it was stated when you took out a contract and I can find this of required. We were also promised a hub 5 by several different people and have never received one, we spoke with virgin roughly 2 weeks ago and they promised to send a hub out and instead we were sent a power supply....

I spoke with virgin again last week regarding the power supply that was sent out and the issues with keep having to reset the current hub which suggests that it's a hub issue and I was told that I wouldn't be getting a hub5 regardless because the hub 4 supports 1 gig and therefore it's sufficient, well by that logic the hub 3 supports 1 gig so why not give everyone a hub 3 then? The "technical advisor" also stated that she had more experience then me and knew what she was talking about, which I highly doubt, I am an engineer by trade and I don't appreciate sarcastic comments from someone with zero hands on experience. The fact that the current hub needs resetting to regain the speed would indicate that the hub is the issue.

So, at this moment in time all I can see is that I am paying for a service which I have never got since day 1 and that virgin have lied at every single opportunity.

[Adduxi]

Hub 3 doesn’t support 1Gb Tier. 
Test this site with a wired connection and post the results. Run the FULL test. 
www.samknows.com/realspeed

[Hm121]

Hi Adduxi,

Thanks for the reply, please see the screenshot, this is a desktop pc in the room next to the hub using a wired connection 

[Adduxi]

Okay, so the link to your Hub is slightly lower than expected, but still pretty good.  As for the Desktop, that's the bottleneck.  Try a "known good" Cat 6 cable and if using Windows, retest in "Safe Mode with Networking Support" or alternatively boot the PC from a Linux ISO and test.

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.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

[Hm121]

Hi Adduxi,

All the cables are a minimum of cat 6 already, if I were to go and reset the hub then I would most likely get a higher download speed for a short period of time but it never sticks and its just rinse and repeat.

[Adduxi]

That's why we need to see the power levels etc.  Just copy and paste the information here for comment.  Also the BQM will show any historical problems with your circuit.

Thanks.

[Hm121]

Hi,

Please see below:

 

3.0 Downstream channels

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

25	331000000	3.2	39	QAM256	25
1	139000000	7.4	40.4	QAM256	1
2	147000000	6.8	40.4	QAM256	2
3	155000000	6.7	40.4	QAM256	3
4	163000000	5.8	40.4	QAM256	4
5	171000000	5.4	40.4	QAM256	5
6	179000000	4.9	40.4	QAM256	6
7	187000000	5.3	40.4	QAM256	7
8	195000000	5.3	40.4	QAM256	8
9	203000000	4.8	40.4	QAM256	9
10	211000000	4.6	40.4	QAM256	10
11	219000000	4.3	40.4	QAM256	11
12	227000000	4.6	40.4	QAM256	12
13	235000000	5.1	40.4	QAM256	13
14	243000000	5	40.4	QAM256	14
15	251000000	5.5	40.4	QAM256	15
16	259000000	4.6	40.4	QAM256	16
17	267000000	4.8	39	QAM256	17
18	275000000	4.6	40.9	QAM256	18
19	283000000	4.5	39	QAM256	19
20	291000000	5.5	40.4	QAM256	20
21	299000000	4.6	38.6	QAM256	21
22	307000000	4.6	40.4	QAM256	22
23	315000000	3.7	39	QAM256	23
24	323000000	3	39	QAM256	24
26	339000000	2.8	39	QAM256	26
27	347000000	3.5	40.4	QAM256	27
28	355000000	3.4	40.4	QAM256	28
29	363000000	3.9	39	QAM256	29
30	371000000	3.3	39	QAM256	30
31	379000000	3.5	39	QAM256	31

3.0 Downstream channels

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

25	Locked	38.983261	0	0
1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	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	38.983261	0	0
18	Locked	40.946209	0	0
19	Locked	38.983261	0	0
20	Locked	40.366287	0	0
21	Locked	38.605377	0	0
22	Locked	40.366287	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

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

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

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

159

Locked

41

2.1

371296324

860

[Hm121]

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	23600000	39	5120 KSym/sec	QAM64	5
2	30100000	40.5	5120 KSym/sec	QAM64	4
3	36600000	40.5	5120 KSym/sec	QAM64	3
4	43100000	40.5	5120 KSym/sec	QAM64	2
5	49600000	41	5120 KSym/sec	QAM64	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

35.0

2K

QAM32

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	kfoA,.iyewrkldJKDHSUBsgvc

Primary Downstream Service Flow

SFID	178
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	177
Max Traffic Rate	110000274
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[Hm121]

Network Log

Time Priority Description

Tue 26/12/2023 15:31:15	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 26/12/2023 14:22:11	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; 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 26/12/2023 14:21:50	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 26/12/2023 14:21:32	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; 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 26/12/2023 14:21:18	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 26/12/2023 14:07:37	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; 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 26/12/2023 11:34:17	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 25/12/2023 23:43:50	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; 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;
Mon 25/12/2023 12:34:04	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 25/12/2023 07:24:13	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;
Mon 25/12/2023 03:27:49	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 24/12/2023 21:54:11	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;
Sun 24/12/2023 21:47:57	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;
Sun 24/12/2023 21:47:56	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 23/12/2023 22:24:29	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;
Sat 23/12/2023 15:30:25	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 23/12/2023 00:58:32	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 22/12/2023 22:35:35	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;
Fri 22/12/2023 20:46:53	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 22/12/2023 19:45:58	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; 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;
Fri 22/12/2023 19:15:41	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 22/12/2023 19:15:41	5	DBC-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 22/12/2023 19:15:23	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 22/12/2023 17:47:25	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 22/12/2023 17:47:25	5	DBC-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 22/12/2023 17:47:06	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 22/12/2023 17:43:37	6	SW download Successful - Via Config file
Fri 22/12/2023 17:42:15	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 22/12/2023 17:42:15	5	DBC-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 22/12/2023 17:42:14	6	SW Download INIT - Via Config file ;fg87dsfd;kfoA,.iyewrkldJ
Fri 22/12/2023 17:41:57	6	CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 22/12/2023 17:41:57	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Hm121]

I will upload a BGQ graph tomorrow once its had 24 hours to log stuff.

Thanks