Upgraded to 1Gb but getting 500mb speeds

[McTabish]

I am having the same issue. I was on 500mbps before, and used to get around 450mbps. I cancelled my contract and just before my Sky install I was offered 1000mbps to stay with Virgin... I stayed and got the new hub... but I am still getting only around 200-450mpbs. Its as if the new speeds have not been activated as its literally no different and was the only reason I stayed and didn't just move to Sky and have cheaper 500mpbs with them. Lucky I am in my 14 days still so I might just cancel and still move to Sky anyway if its not resolved.

[jamierawlings]

Hi there; 

 

 

 

[Kain_W]

Thanks for the response jamierawlings,

Welcome back to the community.

Can I ask has the service ever received 1Gbps?

Also are you able to post some network logs too?

• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.

Thanks,

[jamierawlings]

Hi,

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

3.0 Downstream channels

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

25	330750000	6.300003	38.983261	QAM256	25
1	138750000	8.300003	38.983261	QAM256	1
2	146750000	7.900002	38.983261	QAM256	2
3	154750000	7.599998	40.366287	QAM256	3
4	162750000	7.400002	38.983261	QAM256	4
5	170750000	7.199997	38.983261	QAM256	5
6	178750000	7.000000	38.983261	QAM256	6
7	186750000	7.000000	40.946209	QAM256	7
8	194750000	6.800003	38.983261	QAM256	8
9	202750000	6.900002	38.983261	QAM256	9
10	210750000	6.500000	38.983261	QAM256	10
11	218750000	6.300003	40.366287	QAM256	11
12	226750000	6.199997	38.983261	QAM256	12
13	234750000	6.099998	38.983261	QAM256	13
14	242750000	6.199997	40.366287	QAM256	14
15	250750000	5.900002	38.983261	QAM256	15
16	258750000	6.000000	38.983261	QAM256	16
17	266750000	6.400002	38.983261	QAM256	17
18	274750000	7.099998	38.983261	QAM256	18
19	282750000	7.099998	40.366287	QAM256	19
20	290750000	6.900002	38.983261	QAM256	20
21	298750000	6.400002	38.983261	QAM256	21
22	306750000	6.400002	40.366287	QAM256	22
23	314750000	6.099998	38.605377	QAM256	23
24	322750000	6.199997	38.605377	QAM256	24
26	338750000	6.199997	38.983261	QAM256	26
27	346750000	5.900002	38.983261	QAM256	27
28	354750000	5.599998	38.983261	QAM256	28
29	362750000	5.500000	38.605377	QAM256	29
30	370750000	5.199997	38.605377	QAM256	30
31	378750000	4.800003	38.983261	QAM256	31

3.0 Downstream channels

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

25	Locked	38.983261	0	0
1	Locked	38.983261	0	0
2	Locked	38.983261	0	0
3	Locked	40.366287	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	40.946209	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	40.366287	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	40.366287	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	40.366287	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
30	Locked	38.605377	0	0
31	Locked	38.983261	0	0

[jamierawlings]

Continued...

3.1 Downstream channels

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

33

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

38

-0.4

570114505

14343

3.0 Upstream channels

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

1	60300000	42.020599	5120 KSym/sec	64QAM	1
2	53700000	41.770599	5120 KSym/sec	64QAM	2
3	46200000	41.520599	5120 KSym/sec	64QAM	3
4	39400000	41.270599	5120 KSym/sec	64QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	1	0
4	US_TYPE_STDMA	0	0	1	0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076+voc-b.cm

Primary Downstream Service Flow

SFID	2926
Max Traffic Rate	1230000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	2925
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[Ryan_N]

I will send you over a private message. 

Cheers, 

Ryan. 

[oggyant]

• Hi Jamierawlings did you get this issue sorted if so how please ? 

[jamierawlings]

Hi there,

Yes, upgrading to a hub5 seemed to resolve my speed issues. My iPhone, for example, now achieves around 800Mbps in the same room as the hub, whereas previously it was around 500.

[Jack284]

Hi,

I am also having a similar problem to this. I have been your loyal customer for 3 years and have upgrade my broadband to the 1GB service (1000x50). When I run the SamKnows speed test (on WiFi or Ethernet) I receive around 1154Mbps Download to the Virgin Media Hub 4; but on WIFI only around 500Mbps to the device. When I have old laptop I literally understand this, but now I change device to new gaming one is Asus Rog Strix G15, I purchase a new one AX210NGW WiFi Card (which maximum speed is 2400mbps), for make sure I have correct speed with my device but is not. After reading others people post I understand my new one HUB 4 literally blocked/limited WiFi speed for some reason this device is created for that or have a old one WiFi Card inside and it can't provide correct WiFi speed to my device. Such in this case since the solution of many posts is the exchange for HUB 5, I would like to ask you to exchange my device HUB4 for HUB 5 so that I can enjoy the full speed of my internet

Cheers

Jack

[David_Bn]

Thanks for your post on our Community Forums @Jack284, and a very warm welcome to you.

We would have to advise that a download speed of 500mb on a 1GB connection would be considered as a satisfactory speed over a Wi-Fi connection and therefore we wouldn't offer you an upgrade for this service level.

Kindest regards,

David_Bn

[jamierawlings]

I also received that response earlier in the year. The frustrating thing with that however, is that other users are on the 600/40 Mbps service, and are getting over 600Mbps, however we are on the 1Gb service and getting less than 600Mbps. 
(I tested this by taking the same devices to my Dads house and connecting them to his Hub5 - before I had mine upgraded).

I was even advised by one engineer to downgrade to the lower service. That’s really not the point when you are subscribed to the 1Gb service.