Gig1 Upgrade much slower than M500

[Bowiiee]

Hi,

I've been upgraded to Gig1 today. On M500 I was very happy with a very consistent 500 down. Now on Gig1 I'm experiencing around 220 down.

On M500 I was running in Modem mode, I've tried both Modem mode and Router mode and both get the same results.

My last samknows test: 

I've tried reboots, factory resets etc.

After reading similar threads it looks like something could be wrong with the 3.1 channels on my line. I'll post the status info below.

[Bowiiee]

3.0 Downstream channels

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

1	411000000	-3.4	37.6	QAM256	1
2	419000000	-4.2	36.6	QAM256	2
3	427000000	-4.2	37.6	QAM256	3
4	435000000	-7.2	36.4	QAM256	4
5	443000000	-6.1	33.8	QAM256	5
6	451000000	-9.2	36.4	QAM256	6
7	459000000	-9	36.4	QAM256	7
8	467000000	-7.7	36.6	QAM256	8
9	475000000	-7	37.6	QAM256	9
10	483000000	-4	37.6	QAM256	10
11	491000000	-4.3	37.6	QAM256	11
12	499000000	-2.7	38.6	QAM256	12
13	507000000	-2.5	37.6	QAM256	13
14	515000000	-2.3	37.6	QAM256	14
15	523000000	-2.1	37.6	QAM256	15
16	531000000	-1.5	38.6	QAM256	16
17	539000000	0.2	38.6	QAM256	17
18	547000000	-0.2	38.6	QAM256	18
19	555000000	0.4	38.6	QAM256	19
20	563000000	-0.8	38.6	QAM256	20
21	571000000	-1.4	37.6	QAM256	21
22	579000000	-2.2	37.6	QAM256	22
23	587000000	-2.6	37.6	QAM256	23
24	595000000	-2.6	37.6	QAM256	24
25	603000000	-3.1	37.6	QAM256	25
26	611000000	-1.2	37.6	QAM256	26
27	619000000	-1.2	37.6	QAM256	27
28	627000000	-0.6	37.4	QAM256	28
29	635000000	-2.1	37.6	QAM256	29
30	643000000	-0.9	37.6	QAM256	30
31	651000000	-0.1	37.4	QAM256	31

3.0 Downstream channels

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

1	Locked	37.636276	0	0
2	Locked	36.609653	0	0
3	Locked	37.636276	921	0
4	Locked	36.386890	1875006	0
5	Locked	33.834164	4258138	152214
6	Locked	36.386890	2	0
7	Locked	36.386890	0	0
8	Locked	36.609653	819585	0
9	Locked	37.636276	4	0
10	Locked	37.636276	77	0
11	Locked	37.636276	4234	0
12	Locked	38.605377	0	0
13	Locked	37.636276	0	0
14	Locked	37.636276	0	0
15	Locked	37.636276	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	1	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	37.636276	0	0
22	Locked	37.636276	0	0
23	Locked	37.636276	0	0
24	Locked	37.636276	0	0
25	Locked	37.636276	0	0
26	Locked	37.636276	0	0
27	Locked	37.636276	1	0
28	Locked	37.355988	0	0
29	Locked	37.636276	0	0
30	Locked	37.636276	0	0
31	Locked	37.355988	1	0

3.1 Downstream channels

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

33

96

4K

1880

QAM4096

759

3.1 Downstream channels

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

33

Locked

38

-6.5

7962775

11

[gitty]

Your power levels are jumping up and down. That is not good. We can't tell for sure what is going on inside the 3.1 channel, but try checking for loose connectors and see if that makes any difference on the power levels.

[Bowiiee]

I doubled checked the connectors and they all seemed good. The power levels still look to be jumping up and down, I'll post them below.

Did another 90 second reset on the hub today and still seeing the same results. Last SamKnows test was 229 to the hub.

3.0 Downstream channels

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

1	411000000	-2.9	37.6	QAM256	1
2	419000000	-3.6	37.4	QAM256	2
3	427000000	-3.6	37.6	QAM256	3
4	435000000	-6.4	36.6	QAM256	4
5	443000000	-5.3	34.9	QAM256	5
6	451000000	-8.5	36.6	QAM256	6
7	459000000	-8.4	36.4	QAM256	7
8	467000000	-8.2	33.4	QAM256	8
9	475000000	-8	37.4	QAM256	9
10	483000000	-4.5	37.6	QAM256	10
11	491000000	-4.7	37.4	QAM256	11
12	499000000	-3	37.6	QAM256	12
13	507000000	-2.7	37.6	QAM256	13
14	515000000	-2.5	37.6	QAM256	14
15	523000000	-2.3	37.6	QAM256	15
16	531000000	-1.7	37.6	QAM256	16
17	539000000	0.2	38.6	QAM256	17
18	547000000	-0.2	38.6	QAM256	18
19	555000000	0.4	38.6	QAM256	19
20	563000000	-0.9	37.6	QAM256	20
21	571000000	-1.5	37.6	QAM256	21
22	579000000	-2.3	37.4	QAM256	22
23	587000000	-2.6	37.6	QAM256	23
24	595000000	-2.6	37.4	QAM256	24
25	603000000	-3	37.6	QAM256	25
26	611000000	-1.1	37.6	QAM256	26
27	619000000	-1.2	37.6	QAM256	27
28	627000000	-0.6	37.6	QAM256	28
29	635000000	-2.1	37.6	QAM256	29
30	643000000	-0.8	37.6	QAM256	30
31	651000000	0	37.6	QAM256	31

3.0 Downstream channels

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

1	Locked	37.636276	0	0
2	Locked	37.355988	0	0
3	Locked	37.636276	29	0
4	Locked	36.609653	104659	0
5	Locked	34.925610	374664	24855
6	Locked	36.609653	0	0
7	Locked	36.386890	145	0
8	Locked	33.376591	819077	41790
9	Locked	37.355988	132	0
10	Locked	37.636276	427	0
11	Locked	37.355988	945	0
12	Locked	37.636276	0	0
13	Locked	37.636276	0	0
14	Locked	37.636276	0	0
15	Locked	37.636276	0	0
16	Locked	37.636276	0	0
17	Locked	38.605377	0	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	37.636276	0	0
21	Locked	37.636276	0	0
22	Locked	37.355988	0	0
23	Locked	37.636276	0	0
24	Locked	37.355988	0	0
25	Locked	37.636276	0	0
26	Locked	37.636276	0	0
27	Locked	37.636276	0	0
28	Locked	37.636276	0	0
29	Locked	37.636276	0	0
30	Locked	37.636276	0	0
31	Locked	37.636276	0	0

[Carley_S]

Hi @Bowiiee

Welcome to the community 

Sorry to hear you're having issues with your broadband at this time. On checking our systems, I can see that you do have issues with your power levels as well as other levels out of spec. Please join me on private message so I can locate your account and book you an engineer to investigate further. You can see your private messages at the top of the page, in the envelope icon.  

[Carley_S]

Thanks so much for your private message @Bowiiee, I have now booked you a visit for your broadband issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.