on 14-08-2021 17:52
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
on 15-08-2021 00:10
on 15-08-2021 00:23
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
on 15-08-2021 00:47
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.
on 15-08-2021 11:06
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.
15-08-2021 11:12 - edited 15-08-2021 11:14
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.
on 16-08-2021 11:04
Things I've tried (with no success).
Other Notes
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 |
on 19-08-2021 11:22
on 19-08-2021 11:24
Yes issue is being investigated. Thanks.
on 19-08-2021 12:08
Well the downstream power levels on 3.0 are too high for a start.
They need to be between -5 to +10.