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EdwardB1
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Hub 4 Disappointment - suggestions please

I upgraded to the Hub4 and Gig service for an extra (£15 a month x 18 month contract) £270 but the service is at best no faster than the Hub3, with speeds at half the advertised rate.

Had a great service from Virgin Media with their 350 and 500 services and it's the same set up.

Despite factory resets, reboots, unplugging for half an hour, playing with the settings, gesticulating at the box and murmuring profanities, speeds are the same as before but now I'm paying £270 more.

I've contacted the company and they said the service looks ok at their end, I've run SamKnows which varies wildly between 500-900, but standard speed tests which confirmed the Hub3 was working brilliantly, show the Hub4 only providing a 500Mbps service marginally worse than the Hub3.

I've read about others with similar problems with no obvious resolution, as I'm still in the legal cooling off period anyone any bright ideas on how to get Gig speeds before I return the equipment?

Many thanks, Edward.    

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EdwardB1
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Re: Hub 4 Disappointment - suggestions please

Modem Status:

 

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
31
4
DOCSIS 3.1 channels
1
0
 
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EdwardB1
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Re: Hub 4 Disappointment - suggestions please

3.0 Downstream channels

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

253307500004.69999735.083549QAM25625
11387500007.19999736.609653QAM2561
21467500006.69999736.609653QAM2562
31547500006.80000336.609653QAM2563
41627500006.09999836.386890QAM2564
51707500005.69999736.609653QAM2565
61787500005.59999836.386890QAM2566
71867500005.19999736.609653QAM2567
81947500005.00000036.386890QAM2568
92027500004.69999736.609653QAM2569
102107500004.30000336.386890QAM25610
112187500004.50000036.386890QAM25611
122267500004.40000235.779911QAM25612
132347500004.40000236.386890QAM25613
142427500004.80000335.779911QAM25614
152507500004.30000335.779911QAM25615
162587500004.59999835.779911QAM25616
172667500004.80000335.779911QAM25617
182747500004.50000035.595078QAM25618
192827500004.40000235.595078QAM25619
202907500004.09999835.779911QAM25620
212987500003.40000235.779911QAM25621
223067500004.09999835.595078QAM25622
233147500004.09999835.083549QAM25623
243227500003.90000235.595078QAM25624
263387500004.50000035.779911QAM25626
273467500003.70000135.083549QAM25627
283547500004.00000036.386890QAM25628
293627500003.59999835.083549QAM25629
303707500003.20000135.779911QAM25630
313787500003.59999835.083549QAM25631



3.0 Downstream channels

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

25Locked35.083549627470
1Locked36.60965339720
2Locked36.60965343700
3Locked36.60965349470
4Locked36.38689061390
5Locked36.60965365910
6Locked36.38689085590
7Locked36.60965393210
8Locked36.386890103860
9Locked36.609653108330
10Locked36.386890127020
11Locked36.386890137690
12Locked35.779911198720
13Locked36.386890188080
14Locked35.779911223030
15Locked35.779911249250
16Locked35.779911275270
17Locked35.779911284340
18Locked35.595078355930
19Locked35.595078313360
20Locked35.779911405040
21Locked35.779911454950
22Locked35.595078482830
23Locked35.083549557720
24Locked35.595078530120
26Locked35.779911509040
27Locked35.083549739100
28Locked36.386890587960
29Locked35.083549776800
30Locked35.779911649430
31Locked35.083549812750



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM4096424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked372.7715458
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EdwardB1
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Re: Hub 4 Disappointment - suggestions please

3.0 Upstream channels

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

13260000043.7705995120 KSym/sec64QAM3
22580000043.7705995120 KSym/sec64QAM4
33940000044.0205995120 KSym/sec64QAM2
44620000044.0205995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

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EdwardB1
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Re: Hub 4 Disappointment - suggestions please

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076+voc-b.cm



Primary Downstream Service Flow

SFID
946
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
945
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
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EdwardB1
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Re: Hub 4 Disappointment - suggestions please

Network Log

Time Priority Description

Thu Jan 1 00:01:21 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 8 17:46:19 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 8 17:49:19 20216SW Download INIT - Via Config file cmreg-vmdg640-bbt076+voc-b.cm
Wed Sep 8 17:49:26 20216CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 8 17:50:45 20216SW download Successful - Via Config file
Wed Sep 8 17:53:17 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 8 17:53:31 20216CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 8 18:19:34 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 8 22:06:07 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 9 17:50:19 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 9 18:02:10 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 9 23:13:17 20215MIMO 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 00:01:20 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 9 23:29:19 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 9 23:29:29 20215RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 9 23:30:00 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; 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;
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Andrew-G
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Message 7 of 18
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Re: Hub 4 Disappointment - suggestions please

Whilst formally within accepted limits, your downstream SNR looks a bit borderline to me, although whether that's material I can't say - as power levels vary over time they could be worse and therefore out of limits at times.   When they pick up this post the forum staff can take a more thorough look at hub data, and they are friendly, helpful and do their best, unlike the offshore telephone mumblers.  Give that a day or two for a response, see what they say.  They may identify a fault, get a technician booked who'll fix it first visit, and then everybody is happy.

Regarding reverting the upgrade, much depends on the forum staff response - choose wisely.  Do you really need 1 Gbps?  Only you can answer that question, and if the answer is yes then you need to stick with it and force VM to get things working properly, potentially by repeating tests to get at least one instance of speeds below the minimum guarantee on three consecutive days, and invoking the VM minimum speed guarantee.  Sometimes a single tech visit is enough to sort these out, sometimes the problem is elusive and requires repeated visits and considerable persistence on the part of customers.

If the answer to do you need it is "no, I just thought it was a nice idea" then (subject to any reply by staff here) cancel now, and don't be persuaded by any garbage from the agent when you phone to downgrade like "it takes a few days to settle down" or offers to send a technician out that take you outside the 14 days.  You usually won't have to return the Hub 4 in that situation.

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EdwardB1
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Message 8 of 18
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Re: Hub 4 Disappointment - suggestions please

Many thanks Andrew, great reply.

Made me smile when you wrote "no, I just thought it was a nice idea" as if you had been part of the decision making process (which was minimal) replying to a sales call, it’s the truth! I’m just a deeply insecure male over compensating for my inadequacies by trying to get a bigger broadband speed, did this message get to you any more quickly?

thanks again and have a great day.

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Message 9 of 18
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Re: Hub 4 Disappointment - suggestions please

Be assured that no criticism was intended of your decision or any rationale - "because I want it and it's my money" is 100% a very good reason.  If VM customers on higher speeds were able to see a bandwidth utilisation (chart of speed used over time) for their connection I suspect whilst the technically knowledgeable would be unsurprised, rather a lot of customers would be utterly horrified at how infrequently they use the speeds they pay for.  I know I don't stretch my 200 Mbps connection at all, and would probably not even notice a halving to 100 Mbps or even 80 Mbps, but I'm in no hurry to downgrade - not all speed choices are (nor need to be) on the ruthless logic of peak or average bandwidth needs. 

Where I was heading was that if dealing with VM to get things working as promised is onerous, and it was a "nice to have" decision, then possibly the balance of effort to resolve for you versus actual benefit might tip towards reverting.  But as I say, your choice! 

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Natalie_L
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Message 10 of 18
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Re: Hub 4 Disappointment - suggestions please

Hi EdwardB1

 

Thanks for reaching out to us here on the community 🙂 

 

I am sorry to hear the speeds you are receiving are lower than expected, I would be happy to help with this. 

 

I have taken a look from our side and can see that the equipment has logged some issues with the downstream levels within the last 7 days. 

With this being the case, I am going to need to book a technician to come and take a look. 

 

To get this arranged, I will just need to pop you over a private message to grab a few details and we can go from there. This message will be available via the purple envelope on the top right of this page. 

 

Speak soon 

Nat
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