New Gig1 connection, 43Mpbs speed

[Jara1]

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.

[Jara1]

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

[Jara1]

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

[Jara1]

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

[Jara1]

Network Log is currently empty

[Adduxi]

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

[risc19]

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.

[-tony-]

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

[Jara1]

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

[Lee_R]

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