on 10-01-2022 17:50
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.
on 10-01-2022 17:51
@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/
on 10-01-2022 18:25
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.
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 | 96 | 4K | 1880 | QAM4096 | 392 |
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
on 10-01-2022 18:28
@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?
on 10-01-2022 20:29
on 13-01-2022 16:59
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.
on 13-01-2022 18:30
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:
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 |
on 13-01-2022 18:31
I have rebooted the hub as requested.
Thanks.
on 16-01-2022 10:59
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