on 04-04-2022 13:42
Hoping there's an answer to this. Always had 100 broadband on my v3 hub. Last week I had it upgraded with a new 18 month contract to 350. Was not getting any faster then a maximum 130 on a wired connection. Had an engineer over last weekend who removed a 6dBm attenuater. Was told that was the issue. As of today. No faster then 130 even on a wired connection. Been onto customer help, had an engineer over. What can I do next. Thank you.
on 04-04-2022 15:52
Check the conf settings on the Hub. It will show what speed has been provisioned.
It's Configuration tab - Primary Downstream Service Flow - Max Traffic Rate.
Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.
Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping Once done we can comment.
If using a Windows based machine, try a direct cabled speed test using "Safe Mode with Networking Support" option in Windows.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 06-04-2022 17:35
Hello. I did i full 60 second reset, logged onto the hub after it reset and got these figures.... Does this tell us any information as to whether i am on the 350 package at "there" end? Any other figures, anything else i need to post? Thanks for your help.
Acquired Downstream Channel (Hz) | 330750000 | Locked |
Ranged Upstream Channel (Hz) | 39400000 | Locked |
Provisioning State | Online |
on 06-04-2022 17:37
1 | 330750000 | 3.4 | 38 | 256 qam | 25 |
2 | 234750000 | 2.7 | 37 | 256 qam | 13 |
3 | 242750000 | 2.9 | 37 | 256 qam | 14 |
4 | 250750000 | 2 | 38 | 256 qam | 15 |
5 | 258750000 | 2.5 | 37 | 256 qam | 16 |
6 | 266750000 | 2.4 | 38 | 256 qam | 17 |
7 | 274750000 | 2.2 | 37 | 256 qam | 18 |
8 | 282750000 | 2.5 | 38 | 256 qam | 19 |
9 | 290750000 | 2.5 | 38 | 256 qam | 20 |
10 | 298750000 | 3 | 38 | 256 qam | 21 |
11 | 306750000 | 3 | 38 | 256 qam | 22 |
12 | 314750000 | 3.2 | 38 | 256 qam | 23 |
13 | 322750000 | 3.4 | 38 | 256 qam | 24 |
14 | 338750000 | 3.5 | 38 | 256 qam | 26 |
15 | 346750000 | 3.2 | 38 | 256 qam | 27 |
16 | 354750000 | 3.4 | 38 | 256 qam | 28 |
17 | 362750000 | 3.7 | 38 | 256 qam | 29 |
18 | 370750000 | 3.7 | 38 | 256 qam | 30 |
19 | 378750000 | 4 | 38 | 256 qam | 31 |
20 | 386750000 | 3.7 | 38 | 256 qam | 32 |
21 | 394750000 | 3.5 | 38 | 256 qam | 33 |
22 | 402750000 | 3.2 | 38 | 256 qam | 34 |
23 | 410750000 | 3 | 38 | 256 qam | 35 |
24 | 418750000 | 2.5 | 38 | 256 qam | 36 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 16 | 0 |
2 | Locked | 37.3 | 32 | 0 |
3 | Locked | 37.6 | 21 | 0 |
4 | Locked | 38.6 | 18 | 0 |
5 | Locked | 37.6 | 24 | 0 |
6 | Locked | 38.6 | 26 | 0 |
7 | Locked | 37.3 | 21 | 0 |
8 | Locked | 38.6 | 18 | 0 |
9 | Locked | 38.6 | 14 | 0 |
10 | Locked | 38.6 | 20 | 0 |
11 | Locked | 38.6 | 7 | 0 |
12 | Locked | 38.9 | 12 | 0 |
13 | Locked | 38.9 | 16 | 0 |
14 | Locked | 38.6 | 22 | 0 |
15 | Locked | 38.9 | 16 | 0 |
16 | Locked | 38.6 | 27 | 0 |
17 | Locked | 38.6 | 30 | 0 |
18 | Locked | 38.9 | 29 | 0 |
19 | Locked | 38.9 | 16 | 0 |
20 | Locked | 38.9 | 25 | 0 |
21 | Locked | 38.9 | 16 | 0 |
22 | Locked | 38.6 | 13 | 0 |
23 | Locked | 38.9 | 25 | 0 |
24 | Locked | 38.6 | 19 | 0 |
on 06-04-2022 17:49
@Jimbo3150 wrote:Hello. I did i full 60 second reset, logged onto the hub after it reset and got these figures.... Does this tell us any information as to whether i am on the 350 package at "there" end? Any other figures, anything else i need to post? Thanks for your help.
Acquired Downstream Channel (Hz) 330750000 LockedRanged Upstream Channel (Hz) 39400000 LockedProvisioning State Online
That's the wrong information, please post the Configuration tab - Primary Downstream Service Flow - Max Traffic Rate. This will show the speed tier that is set on your Hub.
The rest of the stats look fine, by the way.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 06-04-2022 19:19
Lets try again :-0
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062-b.cm |
SFID | 298500 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 298499 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 06-04-2022 19:20