Gig1 - 0 Downstream DOCSIS 3.1 Channels

[Defmech]

Hi,

I got upgraded to Gig1 yesterday. However I'm not quite getting the speeds I expected. Samknows yielded 671mbps to the hub. From looking at other threads it seems the issue is related to the fact that I'm not getting any downstream DOCSIS 3.1 Channels.

I've tried online support but didn't get anywhere. Any suggestions for progressing this issue?

Cheers, Defmech

[Roger_Gooner]

Without the single DOCSIS 3.1 downstream channel you cannot get full speed. Wait for a forum team member to get a tech round to your home.

[Richw1982]

Hi have you tried a 60 second pinhole reset.  Its worth checking that any splitters or isolators you have are between the ranges 5-2018MHz,  Older passives are not compatible with 3.1

[Roger_Gooner]

I'm sorry Rich, but I think you are wrong about splitters and isolators. Although the CMTS has the capability of communicating at up to 1000MHz the DOCSIS 3.1 channels are capped at 860Mhz and the existing 5-1000MHz splitters and isolators are fine. You surely should be aware that when a customer is upgraded to Gig1 the only CPE change is a swap of whatever hub they've got for a hub 4, being the only one to support DOCSIS 3.1, with no tech visit required to swap splitters or isolators.

[Paul_DN]

Hi Defmech,

Thank you for reaching out to us in our community and welcome, sorry to see you weren't getting the speeds expected after upgrading to our 1 GB service.

I have been able to locate your account and can see you did manage to speak to us and can also see there was a short term connectivity issue, after running checks Today and it is showing issues with the set up of the WIFI settings.

So I can help further and look into his for you I will invite you into a private chat, I will send the invite shortly, please click on the purple envelope to accept?

Regards

Paul.

[jhuk]

I was hitting full speed 99% of the time (surprised me) with no 3.1 channel a few weeks ago (some issue in area) and due to bad VM advise here fitted an attenuator and it took it just out of levels specs and lost me the 3.1 channel and WIFI SuperPod.

On that note I would post your HUB 4 stats here to see if that is the issue for now 3,1 channel.

[Defmech]

Things I've tried (with no success).

• Reboot
• Factory Reset (10s)
• Factory Reset (31s)
• Removing extra cabling including splitter.

Other Notes

• My ping is around 27. It used to be around 11. Maybe a sign of something else amiss? 
• I'm running in modem mode.

Here's the data from router status.

Cable Modem Status

Item	Status	Comments
Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
Channel Overview	Downstream	Upstream
DOCSIS 3.0 channels	30	4
DOCSIS 3.1 channels	0	0

3.0 Downstream channels

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

25	331000000	10.500000	40.366287	QAM256	25
1	139000000	11.199997	40.366287	QAM256	1
2	147000000	11.099998	40.946209	QAM256	2
3	155000000	10.800003	40.366287	QAM256	3
4	163000000	10.500000	40.366287	QAM256	4
5	171000000	10.099998	40.366287	QAM256	5
6	179000000	9.900002	40.366287	QAM256	6
7	187000000	10.000000	40.946209	QAM256	7
8	195000000	9.800003	40.366287	QAM256	8
9	203000000	9.800003	40.366287	QAM256	9
10	211000000	9.500000	40.946209	QAM256	10
11	219000000	9.500000	40.366287	QAM256	11
12	227000000	9.500000	40.366287	QAM256	12
13	235000000	9.300003	40.946209	QAM256	13
14	243000000	9.300003	40.366287	QAM256	14
15	251000000	8.500000	38.983261	QAM256	15
16	259000000	9.300003	40.366287	QAM256	16
17	267000000	9.800003	40.366287	QAM256	17
18	275000000	9.900002	40.946209	QAM256	18
19	283000000	10.400002	40.366287	QAM256	19
20	291000000	10.300003	40.366287	QAM256	20
21	299000000	10.500000	40.366287	QAM256	21
22	307000000	10.699997	40.366287	QAM256	22
23	315000000	10.199997	40.366287	QAM256	23
24	323000000	10.599998	40.946209	QAM256	24
26	371000000	9.599998	40.366287	QAM256	26
27	379000000	8.900002	40.366287	QAM256	27
28	387000000	9.599998	40.366287	QAM256	28
29	395000000	9.900002	40.366287	QAM256	29
30	403000000	9.400002	40.946209	QAM256	30

3.0 Downstream channels

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

25	Locked	40.366287	0	0
1	Locked	40.366287	0	0
2	Locked	40.946209	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	40.946209	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.946209	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	40.946209	0	0
14	Locked	40.366287	0	0
15	Locked	38.983261	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.946209	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	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.946209	0	0

[Serena_C]

Hi @Defmech

Thank you for coming back to us and listing the details of everything you have tried.

Please can you confirm for me if you received a private message from my collegue @Paul_DN to investigate this further?

Kind regards,

Serena

[Defmech]

Yes issue is being investigated. Thanks.

[risc19]

Well the downstream power levels on 3.0 are too high for a start.

They need to be between -5 to +10.