Upgraded from M500 to Gig1 Speed Halved

[twixy]

Hi,

I had a Hub 3 with M500 in modem mode using an Archer C7 (AC1750) getting a solid 450-500mbps on my devices via Ethernet. I was notified by email about Gig1 install near me and decided to go for it. They sent out a Hub 4, promptly installed it following all the instructions and put it into modem mode with my C7. Found it odd that the speed had halved to 200mbps on my devices other Ethernet, so I decided to stick the Hub 4 in router mode and try that plugged in directly - same thing, speeds of 200mbps. I've jumped on Samknows and I'm getting 1150mbps into the hub but only 200mbps to the devices. Nothing has changed apart from the Hub 4, trying to work out why these speeds are much slower within the network, cause as far as I can tell - the hub is receiving 1150mbps from the line. I've got 1 DOCSIS 3.1 channel showing. 

WiFi speeds are about the same at 150-200mbps, and I expect it would be slower than a cable obviously but when upgrading I did not expect that a new hub would half my speed and I would now prefer the old package and Hub 3 I had.

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

Any advice?

Cheers,

Jordan.

[twixy]

3.0 Downstream channels

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

26	339000000	2.4	40.4	QAM256	26
1	139000000	6.4	39	QAM256	1
2	147000000	6.3	40.4	QAM256	2
3	155000000	6.2	40.4	QAM256	3
4	163000000	5.8	40.4	QAM256	4
5	171000000	5.5	39	QAM256	5
6	179000000	5.2	39	QAM256	6
7	187000000	5.2	39	QAM256	7
8	195000000	5.1	39	QAM256	8
9	203000000	4.9	39	QAM256	9
10	211000000	5	40.4	QAM256	10
11	219000000	4.9	40.4	QAM256	11
12	227000000	4.8	39	QAM256	12
13	235000000	4.8	40.4	QAM256	13
14	243000000	4.7	40.4	QAM256	14
15	251000000	4.6	39	QAM256	15
16	259000000	4.4	39	QAM256	16
17	267000000	4.1	39	QAM256	17
18	275000000	3.7	39	QAM256	18
19	283000000	3.2	39	QAM256	19
20	291000000	2.9	39	QAM256	20
21	299000000	2.9	39	QAM256	21
22	307000000	2.9	39	QAM256	22
23	315000000	2.8	39	QAM256	23
24	323000000	2.7	38.6	QAM256	24
25	331000000	2.7	39	QAM256	25
27	347000000	2.4	39	QAM256	27
28	355000000	2.5	39	QAM256	28
29	363000000	2.4	39	QAM256	29
30	371000000	2.2	39	QAM256	30
31	379000000	2	39	QAM256	31

3.0 Downstream channels

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

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

3.1 Downstream channels

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

159

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)

159

Locked

41

1.6

13813327

87

[twixy]

Primary Downstream Service Flow

SFID	26681
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	27141
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

[twixy]

Samknows Results

 

Speed to Virgin Media Hub 4

Download

Mbps

1139

Speed to computer

Download

Mbps

186

[ewhitey]

Hi

I have had pretty much the same issue which is still unresolved. I'm sure the staff here will be along soon to try and help but have a look at my thread in the meantime. It is a few pages long but has lots of great advice to help you troubleshoot your issue 👍

[twixy]

Hey,

I've had a read through your post and found that our issues differ slightly in the fact that my speed to the hub is perfectly fine, but the connection between the hub and my PC is slower since the Hub 3 -> Hub 4 change.

Applied a bit of the troubleshooting in the thread to no avail but thanks for posting!

[ewhitey]

Yeah there are some variations but if I remember correctly, my line deteriorated over a few months until an engineer found a "corroded" cable. The path has been arduous to say the least with VM call centre staff giving all sorts of reasons for the slow connections including having too many wifi connections and I was even once asked to connect my mobile phone to an ethernet cable to see if the wifi signal improved - The lesson here is stay with it as the Forum staff i'm sure will help 😉  

I will add however, following several engineer calls, resets and reboots, a change of fittings and a new external cable from the cabinet to my Hub, my Hub speeds have rarely been below 1000 (that issue was sorted around end October) . From the Hub to my PC however is a different story. I was previously getting anywhere between 100-300 odds for ages and despite all the fixes, I'm still getting lower speeds, the latest being in the in the range of 250-330Mbps via Cat5e from Hub direct to PC. My ASUS router was being used as the router with Hub4 in modem but the Hub 4 is now in router mode and the ASUS is in AP Mode for the wifi - which in general has never been an issue. The one thing that has not been changed is the Hub4 itself as it's been checked several times and considered working fine. Tonight, every connection except my PC was removed from the Hub4. I checked each port on the Hub in turn with a Cat 6 and Cat7 cable connected to my PC - Speeds FROM Hub4 remained between 270-340Mbps so no change and no further forward. 

I upgraded to 1GB because I was getting similar fluctuating speeds on M500 but Moving from Hub3 to 4 seems to have caused me and a few others the same or similar issues so I'm wondering if it's actually the Hub at fault in some way or something VM don't know how to fix...?        

[David_Bn]

Thanks for your post @twixy, and a very warm welcome to you!

Are you able to provide us with an update on the services?

Is it possible to place the hub in modem mode and run a speed test via a Cat 6 Ethernet cable? This will tell us what speed we have going into your property.

Is it also possible to run this on an alternative device to the PC as well? 

Kindest regards,

David_Bn

[twixy]

Hi @David_Bn,

Placing the hub in modem mode gets about 250 down compared to router mode which gives me 200~ download. I've ran this test on multiple devices (laptop, mobile via USB-C Gigabit Ethernet port, desktop PC, Gigabit-capable NAS) and all show a similar speed of 250 down in modem mode and 200 down in router mode. Much less than I was getting with a Hub 3 on M500.

All connected with a Cat 7e cable. I've tried different cables such as a Cat 8, Cat 6, Cat 5e and all produce similar results.

The speed coming into the property is published on Samknows when doing a real speed test. It shows as 1145 download~ which shows there is an internal problem. But the only thing that has changed between my previous setup which was happily receiving 500 down, is the new Hub 4. This leads me to believe that the Hub 4 has faulty ports (or isn't actually capable of producing even half-gigabit speeds down the ethernet ports).

Thanks,

Jordan.

[John_GS]

Hi @twixy / Jordan.

Thanks for coming back to us.

I've ran some further checks today and you've got low SNR (signal to noise ratio) on 2 of your upstream channels.

This will need a tech visit. I'll PM you now to assist further.

Best,