Gig1 speed performance

[james-28]

Hi all 

Upgraded to Gig1 and swapped out hub on Sunday to new Hub 4, which tbh isn’t the best condition.

Have had poor speeds both wired and wireless since the swap out. Have tried resets but no change in performance.

Spoke to technical support last night who confirmed there is an issue as hub is showing as red on their systems. 

Was also told that my TV360 boxes are showing as red on their systems. 

Was told that this would be passed to engineers and I would receive a call today once they had checked to see if anything could be done from their end. Guess what…. No call.

Previously, was on 600mb package with no issues and both Wi-Fi and wired would always be above the advertised speed.

Paying an extra £20 a month and not seeing any increase in speed, more a decrease. My recent speed test tonight was 350mb wired.

Can someone take a look at the logs and let me have their thoughts.  Admins can you also support please ideally with an engineer appointment if needed.

[james-28]

3.0 Downstream channels

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

25	331000000	5.199997	40.946209	QAM256	25
6	179000000	4.300003	40.946209	QAM256	6
7	187000000	4.699997	40.366287	QAM256	7
8	195000000	4.599998	40.366287	QAM256	8
9	203000000	4.500000	40.366287	QAM256	9
10	211000000	4.699997	40.946209	QAM256	10
11	219000000	4.900002	40.366287	QAM256	11
12	227000000	4.800003	40.366287	QAM256	12
13	235000000	4.800003	40.366287	QAM256	13
14	243000000	4.900002	40.946209	QAM256	14
15	251000000	4.699997	40.366287	QAM256	15
16	259000000	4.500000	40.366287	QAM256	16
17	267000000	4.500000	40.366287	QAM256	17
18	275000000	4.199997	40.946209	QAM256	18
19	283000000	3.700001	40.946209	QAM256	19
20	291000000	3.599998	40.366287	QAM256	20
21	299000000	4.099998	40.946209	QAM256	21
22	307000000	3.900002	40.366287	QAM256	22
23	315000000	4.300003	40.366287	QAM256	23
24	323000000	4.400002	40.366287	QAM256	24
26	339000000	5.800003	40.946209	QAM256	26
27	347000000	5.699997	40.366287	QAM256	27
28	355000000	5.199997	40.366287	QAM256	28
29	363000000	5.699997	40.946209	QAM256	29
30	371000000	6.199997	40.366287	QAM256	30
31	379000000	6.099998	40.946209	QAM256	31
32	387000000	6.099998	40.366287	QAM256	32
33	395000000	6.199997	40.946209	QAM256	33
34	403000000	6.500000	40.366287	QAM256	34
36	411000000	6.099998	40.366287	QAM256	36
37	419000000	5.599998	40.946209	QAM256	37

3.0 Downstream channels

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

25	Locked	40.946209	0	0
6	Locked	40.946209	0	0
7	Locked	40.366287	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	40.366287	0	0
14	Locked	40.946209	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.946209	0	0
19	Locked	40.946209	0	0
20	Locked	40.366287	0	0
21	Locked	40.946209	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
26	Locked	40.946209	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.946209	0	0
30	Locked	40.366287	0	0
31	Locked	40.946209	0	0
32	Locked	40.366287	0	0
33	Locked	40.946209	0	0
34	Locked	40.366287	0	0
36	Locked	40.366287	0	0
37	Locked	40.946209	0	0

3.1 Downstream channels

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

35

96

4K

1880

QAM4096

424

3.1 Downstream channels

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

35

Locked

44

4.7

18817639

0

[james-28]

3.0 Upstream channels

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

1	46200000	48.520599	5120 KSym/sec	64QAM	3
2	53700000	49.020599	5120 KSym/sec	64QAM	2
3	39400000	48.520599	5120 KSym/sec	64QAM	4
4	60300000	49.520599	5120 KSym/sec	64QAM	1

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

Thu Jan 1 00:01:24 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 8 23:14:21 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 8 23:14:29 2022	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:23 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 8 23:32:36 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 9 00:46:48 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 9 21:50:31 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 9 21:50:41 2022	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 9 21:50:59 2022	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 35; 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 Feb 9 22:19:12 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 10 18:29:50 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:18 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 10 18:57:24 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Vikki_M]

Hi @james-28

Welcome back to our community.

I am sorry to hear about the service issues you have been having.

I have had a look at things from our end and can see you have an engineer booked.

I do hope this all goes well for you.

Please pop back to us if you have any further questions

[james-28]

Had my engineer visit today and unfortunately no resolve.

The engineer connected to my WIFI network, said that Hub was on the wrong bandwidth then run a speed test on his own phone and said he got 780mbps.

Also said that Hub 4 wasn’t fit for purpose and has requested that I receive a Hub 5.  

I’ve ran numerous speed tests and have managed to get 500mb max. Really disappointing as with my hub 3 on 600mb always got above this.

Engineer didn’t even take a look at my TV360 issue and just said the fault must be connected to WIFI Issue. I  was concerned that he didn’t even connect any VM kit to check signal and power levels etc.

I wasn’t able to be home but sent a text to the person in the property of which the engineer read.

I’d have thought that as my complaint had gone to the exec team that they would of ensured that a thorough check was completed after they spoke to me. 

Great that a request for a Hub 5 has been made, but not keeping anything crossed. Nothing in orders or any text/email etc. 

As mentioned, concerned that no VM equipment was used to do routine checks and that he made a diagnosis using his own phone. Surely checking power and signal levels is a basic. 

Exec team said they would call Monday, so will be interesting to see what they say.

[jbrennand]

Just to check... are you getting good speeds on ethernet cable connections?

On wifi you will never get over ~600 on a single device as a Hub4 is wifi 5. You should get 2 simultaneousely connected device getting ~500 eah. The Hub5 is wifi6 but they are unlikely to issue you one until it has been released to all customers. If you want those wifi speeds you need to get your own wifi6 router

[james-28]

---

@jbrennand wrote:
Just to check... are you getting good speeds on ethernet cable connections?

On wifi you will never get over ~600 on a single device as a Hub4 is wifi 5. You should get 2 simultaneousely connected device getting ~500 eah. The Hub5 is wifi6 but they are unlikely to issue you one until it has been released to all customers. If you want those wifi speeds you need to get your own wifi6 router

---

Thanks for the reply. Why do you think the engineer was able to get 780mbps?

Yeah I don’t hold out much hope for a Hub 5. Seemed like it was just words to end the tech visit. 

what Wi-Fi 6 router would you recommend? What do you use?

[jbrennand]

I dont need more than 200 Mbps - and I have used all Apple gear since 2001 😎

If I wanted more bandwidth I would look at whatever Ubiquiti, Asus, TP-Link, Netgear, etc are offering

[Zach_R]

Hi @james-28,

Thank you for the updates following the technician's visit. I'm really sorry to hear that unfortunately the issue wasn't resolved after they attended.

Are you able to run a speed test on a wired connection and confirm what speeds you're getting for me? Would you also mind clarifying what the problem is that you're having with your 360 box?

Thanks,