on 08-01-2022 22:35
Was happily on 500mb service for years without issue. Took the upgrade to 1gig. New Hub4 arrived and plugged in.
Speed test now 148Mps. On old 500mb circuit with Hub 3 (same laptop, same cat6 cable) I'd consistently get the max limit on 500.
The fact im using the same equipment must mean the hub v4 or the 1gig circuit has issues.
I cannot used SamKnows RealSpeed as it says the 'device is offline'.The Hub4 is in Router Mode and I the only device connected via Cat6 cable.
Forum seems full of issues with 1gig/hub4 at the moment.
Do I simply roll back to 500mb service as i am in the cooling off period, or does anyone have a resolution to this.
on 11-01-2022 19:53
@theboywonder wrote:It's pretty old, branded Telewest!
Like mine! What that means is you're on older network segment supplied over coax, and the reported upstream power levels were therefore too low at the time you took the data. The newer FTTP setup can cope with lower power levels as the coax bit is only the few feet from your hub to the wall box.
Sometimes these problems are transient and will appear to fix themselves, but if it's still going on, and you've already tried a couple of restarts it'll need a technician visit. I'd wait on the forum staff to pick this up, no point putting yourself through the misery of VM's telephone support.
on 11-01-2022 20:47
Is there a list of what the power levels should be? Might be helpful when chatting to the engineer!
I find if they realise we know about the config/settings then tend to get a quicker resolution.
on 11-01-2022 21:00
In context, the upstream power levels need to be 34 dBmV on the upstream, and ideally in the 38-48 range. For FTTP that can go down (IIRC) to 27 dBmV.
The full range of numbers aren't formally admitted by VM, and the full list of things I look for would take me half an hour or more to type out. VM staff rely on some shonky diagnostics that usually work but sometimes miss stuff, the amateurs like me rely on some word of mouth advisories plus observation and experience. This sometimes leads to differences of opinion, but they usually get sorted out. It's difficult to be particularly precise about the numbers because DOCSIS (the technology underlying cable internet) is an ageing analogue technology, and has a Heath-Robinson complexity, so what we look for is an actual problem, and the indicators in the numbers that point to the likely source of the trouble - and that can be upstream and downstream power (both magnitude and range across channels, SNR, modulation levels, error counts, timeouts, network log messages. Often we look for a conjunction of indicators rather than just a single value that's wrong.
on 12-01-2022 09:03
on 14-01-2022 09:19
Hi @theboywonder,
Thank you for returning to the thread to update us. Glad to hear the engineer was able to help get this resolved, and you now have a stable service. Apologies for the experience, I can appreciate your frustrations. Sometimes technicians are able to identify issues we cannot see through the systems front line technical support have access to. They also have specialised equipment they can use run additional diagnostic tests in your home. This is why home and field appointments can be so important to supporting customers, and getting faults resolved. If you wish to raise a complaint regarding the experience so we can have a record of your feedback and look into things further please let us know, and we will send you a PM help.
Really pleased this seems to be sorted, if you have any further issues just get back in touch so we can offer further support!
All the best.