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Superhub 4 Slow Wired Connection

Hi,

I received my Hub 4 a week ago.  Installation seemed to be no problem but now I'm getting slower wired speed on the Gig1 service that I did on my Hub 3 & 350Mbps service.  At the moment the average wired speed is about 200 to 250Mbps.  

I've tried Cat5e, Cat6 & currently cat7 cables without any change.  I usually have the hub in modem mode and use my own router, a TP-Link Archer AX11000.  Even after a pin reset and the Hub 4 direct to my PC, it's still only marginally faster, about 200 to 300Mbps.  My mobo has two gigabit LAN ports.  Both return the same speeds.  I've updated the drivers and forced the port in 1000 Full Duplex.  No change.  Disabled my AVG, increase of about 50Mbps if that.  

To rule out whether it's my PC, I've also hardwired it into a Dell 3510 that has a gigabit LAN port.  Exactly the same directly from the Hub 4 in modem mode or the straight after a PIN reset with the only change being a password reset to the Hub 4 itself.

I've scoured the internet for similar issue and possible fixes.  Tried with QoS on and off within the LAN port driver, no change.  Disabled & re-enabled the WIndows Autotuninglevel, no change.

I've had an engineer to the address.  Unfortunately, he hadn't had any training and admitted it was the first time he'd seen the Hub 4.  After another pin hole reset, the Samknows realspeed test confirmed 1086Mbps to the Hub 4 but still only 200 to 250Mbps to the PC through the wired connection.  The WiFi to a phone was topping around 380Mbps.  The engineer called another engineer who told me he'd had the same issue and to reset the Hub.  As you can imagine, seeing as it has been done multiple times already, no change.  The engineer didn't have another Hub 4 to test and left as he could prove the full speed to the Hub 4.

Calling VM is absolutely painful.  After three hours or more of being passed around and cut off several times, being promised the 'specialist team' who are trained on the Hub 4, even though they seem to follow the same script, still can't help, I'm left with worse speed than I previously had.

I may be missing something plainly obvious but I'm at a loss.  The general idea seems to be that if the speed is hitting the Hub 4, then it's my equipment.  It very well could be but I find it odd that three gigabit LAN ports across two different devices, the laptop also having a fresh Win10 installation on it, are all in the same 200 to 250Mbps region.  It seems too coincidental to me.

Where I go from here I have no idea as VM don't appear to have any suggestions.  The engineer promised he'd follow up once he'd spoken to some colleagues and would call back with another Hub 4 to test.  No surprises that I haven't heard a word from him.

Any suggestions for something to try would be welcome.

Cheers

 

 

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MikeRobbo
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Message 2 of 14
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Re: Superhub 4 Slow Wired Connection

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Message 3 of 14
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Re: Superhub 4 Slow Wired Connection

Hi MikeRobbo,

Thanks for the quick reply.

My BQM 

Hub info to follow.

Cheers

 

 

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Re: Superhub 4 Slow Wired Connection

3.0 Downstream channels

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

253310000005.09999838.983261QAM25625
11390000007.00000038.983261QAM2561
21470000006.69999738.605377QAM2562
31550000006.50000038.983261QAM2563
41630000006.30000338.983261QAM2564
51710000006.00000038.605377QAM2565
61790000005.80000338.983261QAM2566
71870000005.59999838.605377QAM2567
81950000005.30000338.983261QAM2568
92030000005.30000338.983261QAM2569
102110000004.90000238.983261QAM25610
112190000004.59999838.983261QAM25611
122270000004.40000238.983261QAM25612
132350000004.19999738.983261QAM25613
142430000003.90000238.605377QAM25614
152510000004.50000038.605377QAM25615
162590000005.09999838.983261QAM25616
172670000005.00000038.983261QAM25617
182750000004.59999838.983261QAM25618
192830000003.90000238.983261QAM25619
202910000003.79999938.605377QAM25620
212990000003.90000238.983261QAM25621
223070000004.09999838.983261QAM25622
233150000004.19999738.983261QAM25623
243230000004.69999738.983261QAM25624
263390000005.00000038.605377QAM25626
273470000005.19999740.366287QAM25627
283550000005.09999838.983261QAM25628
293630000005.09999838.983261QAM25629
303710000004.80000338.983261QAM25630
313790000004.19999738.983261QAM25631



3.0 Downstream channels

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

25Locked000
1Locked25346119400
2Locked25270489900
3Locked96851739900
4Locked25460636500
5Locked25240106800
6Locked25137131100
7Locked25703873600
8Locked19515981900
9Locked19109395500
10Locked19031016200
11Locked19573675500
12Locked18817320300
13Locked18674023400
14Locked18438271500
15Locked18959167500
16Locked18240405900
17Locked18011740900
18Locked17929499000
19Locked18481851400
20Locked17843166600
21Locked17753673700
22Locked17610970200
23Locked18066269900
24Locked22788610400
26Locked22762676500
27Locked23091636900
28Locked25185803000
29Locked24786580400
30Locked28080575600
31Locked83389401600



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159804K1560QAM4096392


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked 6.21428938520
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Message 5 of 14
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Re: Superhub 4 Slow Wired Connection

3.0 Upstream channels

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

12580000046.5205995120 KSym/sec64QAM4
23260000046.0205995120 KSym/sec64QAM3
33940000047.0205995120 KSym/sec64QAM2
44620000046.5205995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0030
2US_TYPE_STDMA0030
3US_TYPE_STDMA0030
4US_TYPE_STDMA003

0

 

 

Network Log

Time Priority Description

Thu 01/01/1970 00:01:243No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 10/09/2020 17:07:555MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 15/09/2020 07:47:393No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 15/09/2020 18:32:094DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 16/09/2020 22:01:044DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 16/09/2020 22:01:046

DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

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Message 6 of 14
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Re: Superhub 4 Slow Wired Connection

Sometimes the Hub 4 stats tell us something if there's a glaringly obvious issue, but in general it's not much use because VM have thus far failed/refused (despite requests) to provide the information to enable us to properly interpret the Hub 4 status data.  Strictly speaking this is not much different to previous hubs where there has been no formal guidance on how to read the status data and network log.  So much as I'd like to help you, I'm sorry I can't. 

The best advice I can give is not to you, but to other people contemplating Gig 1, and that advice is "don't do it, at least for a couple of years until VM have sorted out this half-baked hub, and their quarter-baked support".

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 7 of 14
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Re: Superhub 4 Slow Wired Connection

Hi Andruser,

If only I'd heard your advice before I took the plunge...

The engineer seemed to think there wasn't anything wrong with the signal.  That seemed to make sense as the Samknows speed test clearly listed the speed at around the 1050 to 1090Mbps mark.  The issue seems to be from the wired ports on the Hub. 

I also found it strange the each agent on the phone stated they weren't able to see the Hub and it was listed as offline.  

Cheers

 

 

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MikeRobbo
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Message 8 of 14
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Re: Superhub 4 Slow Wired Connection

The Sam Knows Real Speed seems to be the preferred VM test for the 1 Gig service.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Message 9 of 14
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Re: Superhub 4 Slow Wired Connection

Its likely VM have done some priority to the Sam Knows Real Speed to the hub in router mode to make the numbers look good as we don't know how the speed test is trigger for it.

Likely you have a lot of heavy download users in your area or the network is being DDoS to bring the available bandwidth down.

Do speed test part mid-night.

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Message 10 of 14
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Re: Superhub 4 Slow Wired Connection

The speed to the Hub doesn't seem to be the issue.  It's only the wired speed from the Hub.

I've noticed the Samknows speed test won't work when the Hub is in modem mode.  It seems to need the WiFi on to function.

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