Gig1 DOCSIS 3.1 Channels

[Stairhopper]

When I signed up for Gig1 I was told that to the Hub, I should receive roughly 1.2-1.3Gbps, translating to 1Gbps over ethernet. For the past few days I've been getting roughly 500-600mbps over a wired Cat6 connection (measured with SamKnows), with very occasional bursts up to 800, mostly early morning. Checking the Hub4, I've noticed that it has only been receiving 28 DOCSIS 3.0 channels (up and down) and no 3.1 channels at all, despite it being in 3.1 mode. Is the hub operating as intended? It seems odd to be told I would receive a gigabit or more most of the time, only to receive roughly half or less in reality a majority of the time.

[Andrew-G]

Something's wrong - the D3.0 channels and D3.1 channel need to be working together to deliver 1 Gbps.  If you haven't already, try a restart, and if that doesn't help try a pinhole reset.  If that's still producing inconsistent speeds post the hub's status data for Downstream, Upstream and Network log and we'll see if there's anything obvious.  Chances are that you'll need a technician visit to sort it out, that can be done through the forum, rather than VM's hopeless telephone service.

[Stairhopper]

Thanks Andruser! I've tried probably 10 restarts and 3 pinhole resets to date, so I doubt that'll solve anything else. I'll paste the info from the hub below.

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	24	4
DOCSIS 3.1 channels	0	0

3.0 Downstream channels

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

25	331000000	6.500000	40.366287	QAM256	25
17	267000000	6.699997	40.366287	QAM256	17
18	275000000	6.599998	40.366287	QAM256	18
19	283000000	6.500000	40.366287	QAM256	19
20	291000000	6.300003	40.946209	QAM256	20
21	299000000	7.099998	40.366287	QAM256	21
22	307000000	7.300003	40.366287	QAM256	22
23	315000000	6.699997	40.366287	QAM256	23
24	323000000	6.800003	40.946209	QAM256	24
26	339000000	5.500000	40.366287	QAM256	26
27	347000000	5.800003	40.366287	QAM256	27
28	355000000	5.800003	40.366287	QAM256	28
29	363000000	5.400002	40.366287	QAM256	29
30	371000000	5.699997	40.946209	QAM256	30
31	379000000	5.699997	40.366287	QAM256	31
32	387000000	5.300003	40.366287	QAM256	32
33	395000000	5.599998	40.366287	QAM256	33
34	403000000	5.400002	40.366287	QAM256	34
35	411000000	5.099998	40.946209	QAM256	35
36	419000000	5.400002	40.366287	QAM256	36
37	427000000	5.199997	40.366287	QAM256	37
38	435000000	4.599998	40.366287	QAM256	38
39	443000000	5.400002	40.366287	QAM256	39
40	451000000	5.199997	40.366287	QAM256	40

3.0 Downstream channels

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

25	Locked	0	0	0
17	Locked	537210	0	0
18	Locked	614429	0	0
19	Locked	470712	0	0
20	Locked	518199	0	0
21	Locked	531880	0	0
22	Locked	563994	0	0
23	Locked	506722	0	0
24	Locked	619410	0	0
26	Locked	612851	0	0
27	Locked	26453923	0	0
28	Locked	526433	0	0
29	Locked	545423	0	0
30	Locked	547614	0	0
31	Locked	559481	0	0
32	Locked	564929	0	0
33	Locked	553388	0	0
34	Locked	580242	7	0
35	Locked	513895	0	0
36	Locked	570722	0	0
37	Locked	553028	0	0
38	Locked	590514	0	0
39	Locked	524249	0	0
40	Locked	2779163	0	0

[Stairhopper]

3.0 Upstream channels

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

1	32600000	41.020599	5120 KSym/sec	64QAM	13
2	39400000	41.020599	5120 KSym/sec	64QAM	12
3	46200000	41.020599	5120 KSym/sec	64QAM	11
4	53700000	41.520599	5120 KSym/sec	64QAM	10

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

Network Log

Time Priority Description

Mon 07/12/2020 08:35:30

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Andrew-G]

Nothing leaps out in terms of SNR, power or modulation levels.  The (assumed 26 million corrected errors on channel 27 look odd, although they aren't breaking through as uncorrected.  Should be a lot more of the network log, but I'm not expecting I'd be able to make much of that.   I'll flag this for the forum staff advise, as I don't think there's much more I can say.

[Stairhopper]

Thank you for giving it a look over and flagging, much appreciated!

[Buffer6]

It looks like you have only 24 download channels instead of 31 for Hub4

that might have some bearing on the mater

[Stairhopper]

Hopefully I can get a technician to see if it’s remotely fixable or visit. I actually attempted to phone support and got told 800-900 is good speed, before the call was over.

[ArdyP]

"It looks like you have only 24 download channels instead of 31 for Hub4

that might have some bearing on the mater"

Yes, check the thread I just posted in on the same topic:

https://community.virginmedia.com/t5/Speed/1GB-not-getting-advertised-speeds/td-p/4495958/page/2

You may be having the same issue as me, namely that you were sold a gig 1 service but actually your area doesn't have the service (docsis 3.1) enabled yet.

Check your area against the (where can I get gig1) details on the below page:

https://www.virginmedia.com/shop/broadband/gig1-gigabit-broadband

If your area isn't listed there then the service may not be enabled yet.

[Stairhopper]

I used that before upgrading fortunately and it said I can get Gig1. Just checking now it still says it’s available to my address so if that’s wrong I’ll be pretty disappointed.