on 24-09-2021 12:28
Hi,
I upgraded from M200 to Gig1 at the beginning of this week, and since the install, the connection has been very slow.
I was previously on M200, and just before I switched over to the new Hub4, I tested and was getting 200Mbps as expected. Once I plugged in the Hub4, I was getting at max 44Mbps.
I spoke to support which was a waste of time, the first call got cut off after speaking to someone then being on hold. The second call ended with them telling me that they had just been informed of an issue with the Hub4 which would magically sort itself within the next 24-48 hours (Clearly just something to get me off the phone)
The current speedtest maxing at 44Mbps is from the same wired connection that the previous 200Mbps test was run from with the old SuperHub2
Anyway, here are the information pages from the modem, and to me they don't look right, and expect that I will need an engineer to come and look.
Thanks in advance for any help.
on 24-09-2021 12:29
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 411000000 | -7.299999 | 36.609653 | QAM256 | 1 |
2 | 419000000 | -7.700001 | 36.386890 | QAM256 | 2 |
3 | 427000000 | -7.500000 | 36.386890 | QAM256 | 3 |
4 | 435000000 | -7.299999 | 36.609653 | QAM256 | 4 |
5 | 443000000 | -7.200001 | 36.386890 | QAM256 | 5 |
6 | 451000000 | -6.299999 | 36.609653 | QAM256 | 6 |
7 | 459000000 | -6.900002 | 36.609653 | QAM256 | 7 |
8 | 467000000 | -7.099998 | 37.636276 | QAM256 | 8 |
9 | 475000000 | -7.799999 | 36.609653 | QAM256 | 9 |
10 | 483000000 | -8.200001 | 36.386890 | QAM256 | 10 |
11 | 491000000 | -8.799999 | 36.386890 | QAM256 | 11 |
12 | 499000000 | -8.500000 | 36.386890 | QAM256 | 12 |
13 | 507000000 | -9.000000 | 36.386890 | QAM256 | 13 |
14 | 515000000 | -8.200001 | 36.609653 | QAM256 | 14 |
15 | 523000000 | -8.000000 | 36.609653 | QAM256 | 15 |
16 | 531000000 | -7.799999 | 36.609653 | QAM256 | 16 |
17 | 539000000 | -7.500000 | 37.355988 | QAM256 | 17 |
18 | 547000000 | -7.500000 | 37.355988 | QAM256 | 18 |
19 | 555000000 | -7.599998 | 36.609653 | QAM256 | 19 |
20 | 563000000 | -7.500000 | 34.345688 | QAM256 | 20 |
21 | 571000000 | -7.400002 | 36.609653 | QAM256 | 21 |
22 | 579000000 | -7.500000 | 36.609653 | QAM256 | 22 |
23 | 587000000 | -7.700001 | 36.609653 | QAM256 | 23 |
24 | 595000000 | -7.500000 | 36.609653 | QAM256 | 24 |
25 | 603000000 | -7.599998 | 36.386890 | QAM256 | 25 |
26 | 611000000 | -7.799999 | 36.386890 | QAM256 | 26 |
27 | 619000000 | -8.500000 | 25.247456 | QAM256 | 27 |
28 | 627000000 | -8.599998 | 26.844463 | QAM256 | 28 |
29 | 635000000 | -8.799999 | 34.925610 | QAM256 | 29 |
30 | 643000000 | -9.700001 | 24.031605 | QAM256 | 30 |
31 | 651000000 | -9.599998 | 29.353975 | QAM256 | 31 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.609653 | 17152 | 0 |
2 | Locked | 36.386890 | 7657 | 0 |
3 | Locked | 36.386890 | 12990 | 0 |
4 | Locked | 36.609653 | 12319 | 0 |
5 | Locked | 36.386890 | 256 | 0 |
6 | Locked | 36.609653 | 13 | 0 |
7 | Locked | 36.609653 | 18 | 0 |
8 | Locked | 37.636276 | 4 | 0 |
9 | Locked | 36.609653 | 0 | 0 |
10 | Locked | 36.386890 | 0 | 0 |
11 | Locked | 36.386890 | 1 | 0 |
12 | Locked | 36.386890 | 0 | 0 |
13 | Locked | 36.386890 | 3 | 0 |
14 | Locked | 36.609653 | 10 | 0 |
15 | Locked | 36.609653 | 15 | 0 |
16 | Locked | 36.609653 | 0 | 0 |
17 | Locked | 37.355988 | 0 | 0 |
18 | Locked | 37.355988 | 0 | 0 |
19 | Locked | 36.609653 | 0 | 0 |
20 | Locked | 34.345688 | 1210 | 0 |
21 | Locked | 36.609653 | 0 | 0 |
22 | Locked | 36.609653 | 0 | 0 |
23 | Locked | 36.609653 | 0 | 0 |
24 | Locked | 36.609653 | 0 | 0 |
25 | Locked | 36.386890 | 0 | 0 |
26 | Locked | 36.386890 | 8 | 0 |
27 | Locked | 25.247456 | 40 | 423103 |
28 | Locked | 26.844463 | 20263157 | 5131886 |
29 | Locked | 34.925610 | 367 | 0 |
30 | NotLocked | 24.031605 | 0 | 63539 |
31 | Locked | 29.353975 | 13593102 | 8777085 |
on 24-09-2021 12:29
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 38800000 | 58.520599 | 5120 KSym/sec | 64QAM | 14 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 24-09-2021 12:29
General Config
General Configuration
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | 69834ncxv9873254k;fg87dsf |
Primary Downstream Service Flow
SFID | 17363 |
Max Traffic Rate | 1200000450 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 17362 |
Max Traffic Rate | 55000270 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | bestEffort |
on 24-09-2021 12:30
Network Log is currently empty
24-09-2021 12:31 - edited 24-09-2021 12:31
Yes, those power levels and errors are not good, and you will need an engineer to sort those out.
Your DS power should be between -6 to +10
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on 24-09-2021 23:07
Wow, thats some nasty looking stats, I'm amazed it works at all.
Another problem is you only have one upstream channel, you should have four.
Also the upstream power level is off the charts crazy high.
Definitely need a visit from virgin.
Don't waste your time on the phone line, wait here and virgin will be along.
on 25-09-2021 07:19
as above - 2 things worth trying whilst you wait - check all coax connections that you can find - make sure they are tight and try a full reset - hold the button a full 30 sec and then some - dont power down just leave the hub to reconnect - then look at the stas again and see if things have changed
if you have an attenuator on the input to the hub remove it - its a small adaptor between the hub and the coax cable
on 28-09-2021 10:21
Thanks for the assistance so far. I've check the connections are tight, and done the reset on the Modem.
This has had no effect (as i'm sure you expected). Also, there does not appear to be an attenuator inline anywhere.
Thanks for the help so far
on 28-09-2021 11:55
Hi @Jara1 thanks for posting and welcome to our community.
I am sorry to hear you're receiving slower internet speeds since your upgrade to Gig1. I have located your account from here and I'd like to help you resolve this by sending a technician to your property. I am going to send you a private message.
Regards
Lee_R