Poor connection rep looked at router and failed to recognise the un correctable errors, please help...

[Concerned_user]

3.0 Downstream channels

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

1	331000000	3.6	41	QAM 256	25
2	139000000	7.3	42	QAM 256	1
3	147000000	7.2	41	QAM 256	2
4	155000000	7	41	QAM 256	3
5	163000000	6.9	42	QAM 256	4
6	171000000	6.7	42	QAM 256	5
7	179000000	6.5	42	QAM 256	6
8	187000000	6.1	42	QAM 256	7
9	195000000	5.8	42	QAM 256	8
10	203000000	5.6	42	QAM 256	9
11	211000000	5.6	42	QAM 256	10
12	219000000	5.4	39	QAM 256	11
13	227000000	5.6	41	QAM 256	12
14	235000000	5.8	42	QAM 256	13
15	243000000	5.7	42	QAM 256	14
16	251000000	5.5	42	QAM 256	15
17	259000000	5.6	42	QAM 256	16
18	267000000	5.3	42	QAM 256	17
19	275000000	5.2	42	QAM 256	18
20	283000000	4.8	42	QAM 256	19
21	291000000	4.8	42	QAM 256	20
22	299000000	4.2	41	QAM 256	21
23	307000000	4.2	41	QAM 256	22
24	315000000	3.8	41	QAM 256	23
25	323000000	3.8	41	QAM 256	24
26	339000000	3.7	40	QAM 256	26
27	347000000	3.4	41	QAM 256	27
28	355000000	3.2	41	QAM 256	28
29	363000000	2.9	41	QAM 256	29
30	371000000	2.5	41	QAM 256	30
31	379000000	2.1	41	QAM 256	31
32	387000000	2.1	41	QAM 256	32

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	41	16298	1634
2	Locked	42	3440357	471236
3	Locked	41	3773224	383267
4	Locked	41	3894484	273081
5	Locked	42	4022985	229102
6	Locked	42	7453407	249406
7	Locked	42	12033444	307855
8	Locked	42	1230462	26042
9	Locked	42	46354	4394
10	Locked	42	60051	7005
11	Locked	42	58151	5472
12	Locked	39	57141	5497
13	Locked	41	46276	4370
14	Locked	42	36094	4133
15	Locked	42	48694	5656
16	Locked	42	39235	4927
17	Locked	42	29438	3860
18	Locked	42	25838	1927
19	Locked	42	13008	1245
20	Locked	42	18184	1429
21	Locked	42	14913	1689
22	Locked	41	17143	1246
23	Locked	41	15831	831
24	Locked	41	14823	1389
25	Locked	41	9494	1029
26	Locked	40	19217	1234
27	Locked	41	21404	2184
28	Locked	41	12678	1756
29	Locked	41	11189	878
30	Locked	41	8517	1439
31	Locked	41	8033	1925
32	Locked	41	13106	1210

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

34

-8.9

1716199449

1989130

[Concerned_user]

1Gb line, advisers tells me its a issue with my wifi, I need a speed booster /confused ??????????????

VM speed test says,

Sam knows show to the hub

Root cause of problem, Poor Signal Strength and errors

Why does VM support not share this information, and why is the issue being mis-diagnosed???, please advise on next steps to resolve.

[Concerned_user]

CloudFlare

Speedtest.net.

Seems VM are pushing Sam knows, which is inaccurate, my question is why, when there is clearly an issue, why the smoke and mirrors, why not just recognise the user has an issue, identify it, make a plan to correct and move on, to share a false representation of the service and then mis-identify the root cause only wastes everyone's time, and erodes the confidence of the customer in the product. 

I will attempt to arrange an engineer out tomorrow, its probably water in the box again 😞

[carl_pearce]

940Mbps isn't correct for Gig1, it should be around 1130 - 1152Mbps.

[jpeg1]

940 on ethernet is correct. Were your speed tests on WiFi? 

[jbrennand]

We need to see the full data set - but start from a clean sheet - do this..

___________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing.  Check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also check the Upstream QAM’s are all at 64

Post the full data set... just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[carl_pearce]

---

@jpeg1 wrote:

940 on ethernet is correct. Were your speed tests on WiFi? 

---

To the HUB, not to a device.

[jpeg1]

Yes. 

[legacy1]

maybe VM link limited from speed test to hub at 1Gb on the server  

[legacy1]

Get yourself https://www.linuxmint.com/ and boot from it to test your speed