Virgin Media Community

[discogp]

Hello,

I have upgraded my Virgin connection to the Gig1 about a month ago.  I have never really been able to experience speeds close to 1Gbps and speeds are only averaging around 400Mbps via direct CAT6 cable connection.  The most I have been able to get was around 816Mbps, but only briefly. 

It looks like i have 1 DOCSIS3.1 channel active on my Hub4, but looks like there are some errors:

I was wondering if someone can advise why I may be experiencing this issue and what my options are.  I have phoned the Virgin Support guys a number of times, only to be told to reset or reboot the router with no real solution to the issue.  Any help would be appreciated.

Thanks.

[carl_pearce]

---

@discogp wrote:

Hello,

I have upgraded my Virgin connection to the Gig1 about a month ago.  I have never really been able to experience speeds close to 1Gbps and speeds are only averaging around 400Mbps via direct CAT6 cable connection.  The most I have been able to get was around 816Mbps, but only briefly. 

It looks like i have 1 DOCSIS3.1 channel active on my Hub4, but looks like there are some errors:

I was wondering if someone can advise why I may be experiencing this issue and what my options are.  I have phoned the Virgin Support guys a number of times, only to be told to reset or reboot the router with no real solution to the issue.  Any help would be appreciated.

Thanks.

---

What does this site show:

https://samknows.com/realspeed/

[discogp]

At the moment when I use https://samknows.com/realspeed/ it shows 1144 but other times it can be 890.  It does seem to be very intermittent.

3.1 Downstream channels

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

159

96

4K

1880

QAM4096

392

3.1 Downstream channels

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

159

Locked

38

8.7

838006126

35184

Does the value under the Uncorrectables (Active Profile) raise any cause for concerns?

Thanks

[carl_pearce]

---

@discogp wrote:

At the moment when I use https://samknows.com/realspeed/ it shows 1144 but other times it can be 890.  It does seem to be very intermittent.

3.1 Downstream channels

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

159

96

4K

1880

QAM4096

392

3.1 Downstream channels

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

159

Locked

38

8.7

838006126

35184

Does the value under the Uncorrectables (Active Profile) raise any cause for concerns?

Thanks

---

You shouldn't have any uncorrected errors on any of the channels (Corrected are ok) so yes, it is a cause for concern.

Could you post the upstream tab data please?

[gitty]

How does the modem log looks like?

[Paulina_Z]

Hi @discogp,

Welcome to our Community Forums! Thank you for your first post, and I'm sorry to hear that you're experiencing some ongoing issues with your broadband speeds! I understand how frustrating this can be.

I was able to locate your account, however, your Hub is showing as not connected to our network.

Please reboot your Hub and once this is done, please come back to us and we'll run some further checks on your account and see how we can help with this.

Thank you.

[discogp]

• 3.0 Upstream channels

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

1	39400000	45	5120 KSym/sec	64QAM	2
2	25800000	44.3	5120 KSym/sec	64QAM	4
3	32600000	45	5120 KSym/sec	64QAM	3
4	46200000	45	5120 KSym/sec	64QAM	1

Here are the upstream logs:

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[discogp]

I have rebooted the hub as requested.

Thanks.

[Gareth_L]

Hello discogp

Thanks for that

We have checked again and the Downstream levels are a bit out 

Which would need to be fixed by a Service Technician 

So I can book this out 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L