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New 1GB and Superhub 4 slow speeds

bryansmithsnr
On our wavelength

Hello, Please help

Upgraded from M600 SH3 to 1gb  SH4 roughly a week ago.  My speed is slower than my old M600 package!

Over wifi I was getting between 450/500 consistently, now I'm ranging between 130 - 350.  The superhub is in the same location, with identical connections, everything set up wise the same.

Sam Knows realspeed says 1116 mbps to my router but 260 from router to computer.

Any advice?

Logs ......

3.0 Downstream channels

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

253307500001.539QAM25625
61787500002.339QAM2566
71867500002.540.4QAM2567
81947500002.440.4QAM2568
92027500002.340.4QAM2569
102107500002.140.4QAM25610
112187500001.940.9QAM25611
122267500001.839QAM25612
13234750000239QAM25613
142427500002.140.4QAM25614
152507500001.939QAM25615
162587500001.339QAM25616
172667500001.339QAM25617
182747500000.938.6QAM25618
192827500000.538.6QAM25619
202907500001.239QAM25620
212987500001.839QAM25621
223067500002.339QAM25622
233147500002.139QAM25623
243227500001.638.6QAM25624
263387500001.739QAM25626
273467500001.839QAM25627
283547500001.839QAM25628
293627500001.838.6QAM25629
30370750000239QAM25630
31378750000239QAM25631
323867500002.139QAM25632
333947500001.839QAM25633
344027500001.639QAM25634
354107500001.739QAM25635
364187500001.739QAM25636

3.0 Upstream channels

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

12580000043.55120 KSym/sec64QAM11
239400000445120 KSym/sec64QAM4
346200000445120 KSym/sec64QAM3
432600000445120 KSym/sec64QAM5



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
14 REPLIES 14

jbrennand
Very Insightful Person
Very Insightful Person
Stats are ok. First see if a pinhole reset kickstarts it

Note that you need to be doing the speedtest on a computer/laptop connected by Cat5e/6/7 ethernet cable, directly to the Hub
_______________________________

Note that a pinhole reset on a Hub3/4 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).
Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible If not – DON’T DO IT !
With the Hub switched "on", disconnect any ethernet connections (leave the co-ax connected) and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub
See if that sorts it.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks John, I will try that. I did pinhole reset but not as you described it.  It's a new Hub, so stickers are clear.

 

Did the above, no real difference, it is slightly better, stable around 350/400.

Can't seem to get over 500Mbps?  Any other advice?    What's the minimum speed that VM quotes for 1GB?

 

VM don't guarantee your Wi-Fi speed, only the speed they deliver to your Super Hub. Too many things can affect Wi-Fi performance for anyone to guarantee it.

SH2 modem mode | AC86U router | AC68U node

jbrennand
Very Insightful Person
Very Insightful Person
You will never get over ~600 on a single wifi connection as the Hub4 only has wifi5 - you need wifi6 for that. Two devices should connect simultaneously higher than that.

Try a pinhole reset of the Hub and see if improves over ethernet cable.
_______________________________

Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time.

The 2 passwords will reset to those on the sticker.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Adduxi
Very Insightful Person
Very Insightful Person

@bryansmithsnr wrote:

Did the above, no real difference, it is slightly better, stable around 350/400.

Can't seem to get over 500Mbps?  <snip>

 


Are you testing with a known good Cat 6a cable wired directly to the Hub with a gigabit capable device? 

Also if using a Windows device please test using "Safe Mode with Networking support"  This will rule out any software issues that may be slowing the connection.  Do not test over Wifi.

Note you will never get above approx. 950mb using ethernet due to the Hub 4's gigabit ports.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Bought a new Cat 6a cable, to see if this was a problem.  So using that.

 

The main issue for me is that my M600 package in the same location, same things connected was faster. By a fair bit. This is what I don't get.  Paying more for less does not make sense.  If I was getting 600- 700 then i'd be happy. 

Any suggestions, anything I can try?

jbrennand
Very Insightful Person
Very Insightful Person
A pin hole reset.

Then test it this way.
__________________________

As you expect >100Mbps then connect a 1GB enabled computer/laptop, with up to date drivers, via a NEW and working Cat5e/6a ethernet cable, directly to the Hub which you have put into “modem mode”

(https://www.virginmedia.com/help/virgin-media-hub-modem-mode ).

This ensures that NO other devices are connected

Test speeds at https://speedtest.samknows.com/ - try on 2 different browsers.

If they are still low – boot your device into Windows safe+networking mode - to disable any potentially interfering software - and try again.

There are many posts on here (I have a list of ~30!) where QoS software, unknown/flaky software, old network card drivers, corrupted browsers, bad cables or other connected devices are limiting speeds on tests.

Report back what that gets.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

thanks for the replies - I've left it for a few weeks now and still no better, I've pin hole reset twice more and the same - Never get above 500mbps mainly around 150/250 mbps with 1gb and hub 4.  My old package, hub 3 and the M600 package was must faster.  All other equipment identical and located in the same place. 

the BQM data today - 

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d12226bb94b9d7f4ae9f90773ca198836ea1df44"><img alt="My Broadband Ping - Virgin 1gb Home " src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d12226bb94b9d7f4ae9f90773ca198836ea1df44.png" /></a>

 

Does anyone have any ideas?  Virgin forum team can you help? Called customer service, very polite and well-intentioned but not that helpful in resolving this issue.