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SteT26
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Gig1 Slow Speed

Like a lot of people, I have been through many rounds of Virgin's "Support" only to be left wondering if it's even worth having an ISP at this point as I've now had to resort to 4G hotspots for working and video calls.

I appreciate it's Christmas and Covid which will be effecting things to no end with many video calls etc. However, since I've changed plans from 350Mbs it has only been a disappointment; strangely within the month I swapped there they have the "transfer period" to have everything changed over I saw 6-700 Mbps regularly even though it shouldn't have "activated" yet.

 

Since actually installing the Hub 4 however I have been lucky to get even 20% of what I've now paid for, for 2 months. I appreciate many other people have been experiencing virtually identical issues so. I guess it's a wider issue that need's resolving but; I thought there's no harm in throwing my experiences and issues onto the pile for the community to possibly assist with.

 

My deepest thanks for any advice people can give, getting 20mb/s out of a thousand is pretty darn painful 😄 

 

I'll post the relevant textual information/ links below ❤️ 

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SteT26
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Re: Gig1 Slow Speed

https://www.thinkbroadband.com/broadband/monitoring/quality/share/842a4206226bdb53c6ef28d822dd5a7ed3...

 

Link to my BQM, the Packet Loss spikes are from a power cut and subsequent reset. 

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SteT26
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Re: Gig1 Slow Speed

Cable Modem Status

Item 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
 
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SteT26
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Re: Gig1 Slow Speed

3.0 Downstream channels

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

1139000000-2.50000040.366287QAM2561
2147000000-2.79999940.946209QAM2562
3155000000-2.79999940.366287QAM2563
4163000000-3.09999840.366287QAM2564
5171000000-3.29999940.366287QAM2565
6179000000-3.79999940.366287QAM2566
7187000000-4.00000040.366287QAM2567
8195000000-4.29999940.366287QAM2568
9203000000-4.50000040.946209QAM2569
10211000000-5.09999840.946209QAM25610
11219000000-5.00000040.366287QAM25611
12227000000-5.09999840.946209QAM25612
13235000000-5.50000040.366287QAM25613
14243000000-6.00000040.366287QAM25614
15251000000-6.40000240.366287QAM25615
16259000000-6.50000038.983261QAM25616
17267000000-6.20000140.366287QAM25617
18275000000-6.20000140.366287QAM25618
19283000000-6.79999938.605377QAM25619
20291000000-6.90000240.366287QAM25620
21299000000-7.90000238.983261QAM25621
22307000000-8.00000038.605377QAM25622
23315000000-8.09999838.605377QAM25623
24323000000-8.00000038.605377QAM25624
25347000000-8.20000138.983261QAM25625
26355000000-8.09999838.983261QAM25626
27363000000-8.40000238.605377QAM25627
28371000000-8.90000238.983261QAM25628
29379000000-8.79999938.605377QAM25629
30387000000-9.20000138.605377QAM25630
31395000000-9.50000037.636276QAM25631



3.0 Downstream channels

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

1Locked000
2Locked2112081700
3Locked2003574100
4Locked2001637800
5Locked2115636300
6Locked2104771000
7Locked1984152400
8Locked2009042700
9Locked2131134400
10Locked2115031500
11Locked2019935700
12Locked2020564000
13Locked2124133800
14Locked1597876900
15Locked1512806100
16Locked1431578100
17Locked1502311200
18Locked1523284600
19Locked1434793500
20Locked1420547900
21Locked1494384100
22Locked1491647800
23Locked1439276100
24Locked2500854600
25Locked2676904600
26Locked2687512300
27Locked2505300400
28Locked2490656900
29Locked2668283700
30Locked2690091200
31Locked105023052500



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM2048759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked -17.6109207130
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SteT26
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Re: Gig1 Slow Speed

3.0 Upstream channels

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

15370000055.2705995120 KSym/sec64QAM2
23260000053.2705995120 KSym/sec64QAM5
33940000053.7705995120 KSym/sec64QAM4
44620000054.2705995120 KSym/sec64QAM3



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
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SteT26
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Re: Gig1 Slow Speed

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
87dsfd;kfoA,.iyewrkldJKDH



Primary Downstream Service Flow

SFID
15385
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
15384
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort
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Re: Gig1 Slow Speed

I also have a bunch of Network logs that are errors of some sort. They all tell of issues to the cable's MAC address? Is that normal, as in there's some issue with your connection hence (cable's address) or is it something bigger?   Network Log

Time Priority Description

Thu 26/11/2020 11:44:553SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/11/2020 11:44:566CM-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;
Thu 26/11/2020 11:44:583No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/11/2020 11:44:596CM-STATUS message sent. Event Type Code: 5; Chan ID: 3; 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;
Thu 26/11/2020 11:59:575DBC-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;
Thu 26/11/2020 13:55:114DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/11/2020 13:55:126DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/11/2020 15:27:193No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/11/2020 15:28:393Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/11/2020 15:28:393Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/11/2020 15:28:393No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/11/2020 23:59:436CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 30/11/2020 01:55:124DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 30/11/2020 01:55:126DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 30/11/2020 02:32:566CM-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;
Wed 02/12/2020 09:49:013No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 02/12/2020 09:53:326CM-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;
Thu 03/12/2020 13:55:124DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 03/12/2020 13:55:126DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 03/12/2020 13:55:576CM-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;
Sun 06/12/2020 07:52:363No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 06/12/2020 07:57:016CM-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 07/12/2020 01:55:124DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 07/12/2020 01:55:126DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 07/12/2020 02:01:146CM-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 07/12/2020 21:18:203No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 07/12/2020 21:19:286CM-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;
Tue 08/12/2020 09:47:283No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 08/12/2020 09:50:026CM-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;
Thu 10/12/2020 13:55:124DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 10/12/2020 13:55:126DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 10/12/2020 13:59:516CM-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;
Thu 10/12/2020 22:47:573No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 11/12/2020 10:08:506CM-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;
Sat 12/12/2020 10:09:133No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 13/12/2020 07:48:166CM-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 14/12/2020 01:55:124DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 14/12/2020 01:55:126DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 14/12/2020 19:14:396CM-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;
Thu 17/12/2020 13:55:134DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 17/12/2020 13:55:136DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 17/12/2020 15:31:576CM-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;
Sun 20/12/2020 20:15:293No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 20/12/2020 22:31:406CM-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 21/12/2020 01:55:134DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 01:55:136DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 15:15:066CM-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;
Wed 23/12/2020 08:55:403No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 23/12/2020 14:29:146CM-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;
Wed 23/12/2020 16:26:325MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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jem101
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Re: Gig1 Slow Speed

Well that's a sorry tale of woe isn't it? On the face of it, it has all the hallmarks of a physical cable fault - the gradual decrease in downstream power levels and S/N ratios as the channel frequency increases, the excessively high upstream power and the low (to the point of hardly being there at all) power level of the OFDM channel and its degraded modulation down to 2048 QAM.

I really would have expected even more errors to show up in the logs but that's a testament to how robust and fault-tolerant DOCSIS can be, it really does try very hard to keep some kind of connection going. Another possibility though is a bad amplifier in the street cabinet which you are connected to but it would be quite a coincidence for it to go pop just as you get upgraded and it would also effect all of your neighbours on VM.

Lastly it could be the Hub 4 itself - there are a number of posts similar to yours i.e. everything was fine on the 350 or 200 tier, upgraded to 1 Gig with a Hub 4 and suddenly all the wheels fell off, so to speak! So it's not impossible that at least some of the Hub 4s have a manufacturing defect.

OK you will need an engineer to come up and check the connections back to the cabinet - if they are all fine then I suspect the engineer will swop the Hub out as well. And if all of that doesn't resolve it, then if it were me, I'd be calling VM to say that the Hub 4 and the 1 Gig service simply isn't fit for purpose (at least not in your immediate area) and demand to go back to the 350 Meg service with the Hub 3 - plus some suitable reduction on your bill for the inconvenience.

SteT26
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Message 9 of 9
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Re: Gig1 Slow Speed

That's brilliant! 

 

Thank you for your insight and tips with how to proceed. Would you say that's a phone support, jobby? Or can it be reported as a fault through the site?

 

Thank you again! 🙂 

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