Virgin Media Community

[Jimbo3150]

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.

[Adduxi]

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.

[Jimbo3150]

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

[Jimbo3150]

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

Downstream bonded channels

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

[Adduxi]

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@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	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning 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.

[Jimbo3150]

Lets try again :-0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	298500
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	298499
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[jbrennand]

Yes you are provisioned correctly for the 350 package