Moved to 1G but only getting 200mbps

[guilbert]

Virgin tell me I am in an area that an get 1G Virgin broadband

So just moved from M200 to 1G. Fitted Hub 4 this morning which seemed to go ok.

However running SamKnows only getting just over 200mbps which is what I was getting before.

This is on a Windows 10 PC connected direct to the Hub 4 router with a Cat 6 cable. Windows 10 network settings show it is a 1G network. 

Logged on to Hub 4 and in Network Status and it shows:

DOCSIS 3.0 channels - Downstream 31 - Upstream 4 

DOCSIS 3.1 channels - Downstream 1 - Upstream 0

Obviously 1G is new to me so do I need to wait for Virgin to "zap" something their end to get 1G or should it happen straight away?

Anything I can do in router settings to get 1G?

I do work in computers (or did, now retired) so fairly technical but much of the cable broadband terms are a bit gobbledygook to me. 

What is the next step? 

[Adduxi · Accepted solution]

Check the Configuration tab in the Hub's admin pages, and look at the downstream provision.  There is no delay in getting speeds in VM if this is configured correctly.  Also give the Hub a reboot and see if that forces a refresh.

[guilbert]

Thanks for the reply.

Here is the Configuration info but it means nothing to me

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cxv9873254k;fg87dsfd;kfoA

Primary Downstream Service Flow

SFID	23103
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	23058
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[guilbert]

Received a text on my phone from Virgin about an hour ago saying "Your new Virgin Media is now activated"

Since then rebooted my Hub4 router 3 times leaving it about 15 minutes between each reboot.

Running SamKnows I still get only 201mbps to the router and 217mbps to the PC

[Eeeps · Accepted solution]

---

@guilbert wrote:

Primary Downstream Service Flow

SFID	23103
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	23058
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

---

That configuration is still for 200Mb/s. If it still looks like that after VM's text, check your online account to see what you're contracted for.

[guilbert]

Thanks for the reply.

Contract says I have signed for 1GB

Max traffic rate for Downstream and Upstream STILL says 23000061 and 22000061

[Adduxi · Accepted solution]

Looks like they have not sent the proper configuration file to your Hub yet.  Try another reboot, or failing that a 60 second pin hole reset. Do not reboot the Hub after a reset, just let it do it's thing.  If this all fails then phone and complain  🙂

[guilbert]

Still getting 200mbps when paying for 1GB.

Did a factory reset of Hub 4 router last night, AND again this afternoon, but still only getting 200mbps when paying for 1GB.

I know contacting Virgin support can be a pain so hopefully some kind soul will read this and escalate it to Virgin support.

[jbrennand]

Is the config file still the same as eeps highlighted above then?

If so you will need to call in and get them to send the new file.

[guilbert]

Yes config file still the same.

Ok I will try and contact Virgin support.