Problems with speed on m500 since Hub5

[Liam871]

Hi

Thanks for looking. Ever since i recieved my hub5 a few months back my d/l speed drops to no more than 45mbps but if i power cycle my router my full speed returns temporarily. This happens through cabled and wifi.

Downstream bonded channels

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

1	138000000	1.4	40	QAM 256	1
2	146000000	0.7	41	QAM 256	2
3	154000000	0.4	40	QAM 256	3
4	162000000	0.4	40	QAM 256	4
5	170000000	0.3	41	QAM 256	5
6	178000000	0.1	41	QAM 256	6
7	186000000	1.1	41	QAM 256	7
8	194000000	0.3	41	QAM 256	8
9	202000000	1.3	41	QAM 256	9
10	210000000	1.5	37	QAM 256	10
11	218000000	0.6	32	QAM 256	11
12	226000000	1.1	32	QAM 256	12
13	234000000	1.2	41	QAM 256	13
14	242000000	1	41	QAM 256	14
15	250000000	1	41	QAM 256	15
16	258000000	0.9	42	QAM 256	16
17	266000000	1.4	42	QAM 256	17
18	274000000	2.9	42	QAM 256	18
19	282000000	2.2	42	QAM 256	19
20	290000000	2.5	42	QAM 256	20
21	298000000	2.3	42	QAM 256	21
22	306000000	2.6	42	QAM 256	22
23	314000000	0.7	42	QAM 256	23
24	322000000	1.2	42	QAM 256	24
25	330000000	1	42	QAM 256	25
26	338000000	1	41	QAM 256	26
27	346000000	0.3	41	QAM 256	27
28	354000000	1.2	42	QAM 256	28
29	362000000	0.6	42	QAM 256	29
30	370000000	0.8	42	QAM 256	30
31	378000000	0.1	41	QAM 256	31

Downstream bonded channels

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

1	Locked	40	0	8
2	Locked	41	0	12
3	Locked	40	0	9
4	Locked	40	0	2
5	Locked	41	0	4
6	Locked	41	0	0
7	Locked	41	0	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	37	0	1
11	Locked	32	0	668755
12	Locked	32	0	58714
13	Locked	41	0	0
14	Locked	41	0	0
15	Locked	41	0	0
16	Locked	42	0	0
17	Locked	42	0	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	42	0	0
25	Locked	42	0	0
26	Locked	41	0	0
27	Locked	41	0	0
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	42	0	0
31	Locked	41	0	0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

kfoA,.iyewrkldJKDHSUBsgvc

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

6204

575000000 bps

42600 bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

6203

38520000 bps

42600 bytes

0 bps

16320 bytes

Best Effort

Individual Results

Date / TimePing
msDownload
MbpsUpload
MbpsDistance
mi Location / ServerProvider

07/30/2022 3:37 PM	10	500.90	37.07	~ 50	Manchester TNP Ltd. + 3 more	Virgin Media
07/30/2022 3:27 PM	10	44.81	36.80	~ 50	Manchester TNP Ltd. + 3 more	Virgin Media
07/30/2022 3:22 PM	10	45.08	37.03	~ 50	Manchester TNP Ltd. + 3 more	Virgin Media
07/30/2022 2:52 PM	8	524.38	36.98	~ 50	Manchester TNP Ltd. + 3 more	Virgin Media
07/30/2022 1:49 PM	10	43.85	36.84	~ 50	Manchester TNP Ltd. + 3 more	Virgin Media
07/30/2022 12:45 PM	8	523.42	36.91	~ 50	Manchester TNP Ltd. + 3 more	Virgin Media
07/01/2022 1:20 PM	48	9.34	33.45	~ 50	Manchester TNP Ltd. + 3 more	Virgin Media

Apologies if this post is a mess as i dont usualy use forums.

[That_E90_Guy]

You have an SNR fault on channels 11 and 12. Most common cause for SNR faults on those 2 frequencies are noise ingress. You need a tech visit to rectify, possibly a new cable to your house.

[Liam871]

Thanks for the speedy reply! any idea how i would go about getting a tech sent out to me with out going through all the basic steps they have you perform?

[That_E90_Guy]

Phone CS, let them go through the basic steps. That SHOULD find your obvious SNR fault, if it doesnt then phone back again and repeat. Or you could wait here for a forum team member to respond in a few days who will be able to book a tech for you. And if they say its an area fault or whatever then they are just fobbing you off, its highly unlikely that a whole area has low SNR on 2 channels, the fault lies either with your cable to your property, or a dodgy connector between the cab and your house. Out of interest, is your drop cable brown or black?

[Liam871]

Ok thanks, ill phone and see if they can see the issue also. Its brown.

[That_E90_Guy]

Thought so, brown cables are the original cables laid 30+ years ago, long before virgin media existed, most likely by ntl, nynex or similar. In my experience they need replacing. Good luck phoning in. 

[Martin_N]

Hi Liam871,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the broadband issue you've been having. 

I have taken a look on our system and can see you have an engineer visit booked in. 

Please do reach out if you need any further assistance after that point. 

^Martin