Menu
Reply
doverton
  • 68
  • 0
  • 3
On our wavelength
659 Views
Message 1 of 11
Flag for a moderator

gig1 service very slow (360mbs) and no lights on Hub 4

Hi,

I have just received my gig1 hub and I am having some issues. Firstly, the Hub 4 light strip does not illuminate at all. There is no difference when turned on or off.  I've tried changing the brightness in the settings, but it makes no difference.

However, when the unit is powered, it connects to the internet, WiFi and ethernet function.

My second issue is that previously I was on a 500mbps connect with Virgin Business and my typical download speeds were 540mbps. On the gig1 service I am seeing a maximum of 360mbps when measured by RealSpeed - SamKnows which was what the Virgin engineer told me to use.

My previous Virgin router had a 10db attenuator attached, however I've been led to believe that this is no longer supported, so I have removed it.  My power levels are now scarily high.

I've spoken to Virgin help desk 3 times and so far, all they say is that "I have sent along a signal and all will be better after that." It hasn't made a difference. When I run the automated tests at Service Status - My Virgin Media it tells me that:

Broadband issue
Here's what'll happen next:

We're going to send a signal to the Hub in order to fix things. This will take about 10 minutes and cause the Hub to restart. 

I've tried this several times and nothing is ever fixed.

Can anyone help me get this resolved?

BTW, the key information from the Hub 4 is as below:

3.0 Downstream channels

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

253310000009.90000238.983261QAM25625
172670000009.59999840.366287QAM25617
182750000009.19999738.983261QAM25618
192830000009.69999738.983261QAM25619
2029100000010.59999840.366287QAM25620
2129900000010.69999738.983261QAM25621
2230700000010.50000038.983261QAM25622
233150000009.80000338.983261QAM25623
243230000009.90000238.983261QAM25624
263390000009.80000338.605377QAM25626
273470000009.69999738.605377QAM25627
283550000009.40000238.605377QAM25628
293630000009.50000038.605377QAM25629
303710000009.30000338.605377QAM25630
313790000009.50000038.983261QAM25631
323870000009.40000238.983261QAM25632
333950000009.30000338.983261QAM25633
344030000009.09999838.605377QAM25634
354110000009.00000038.983261QAM25635
364190000008.50000038.605377QAM25636



3.0 Downstream channels

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

25Locked38.98326100
17Locked40.36628700
18Locked38.98326100
19Locked38.98326100
20Locked40.36628700
21Locked38.98326100
22Locked38.98326100
23Locked38.98326100
24Locked38.98326100
26Locked38.60537700
27Locked38.60537700
28Locked38.60537700
29Locked38.60537700
30Locked38.60537700
31Locked38.98326100
32Locked38.98326100
33Locked38.98326100
34Locked38.60537700
35Locked38.98326100
36Locked38.60537700



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
37964K1880QAM4096424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
37Locked408.27811010

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000037.2705995120 KSym/sec64QAM10
25370000038.2705995120 KSym/sec64QAM7
33940000037.5205995120 KSym/sec64QAM9
44620000037.7705995120 KSym/sec64QAM8



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

0 Kudos
Reply
doverton
  • 68
  • 0
  • 3
On our wavelength
658 Views
Message 2 of 11
Flag for a moderator

Re: gig1 service very slow (360mbs) and no lights on Hub 4

 

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076-b.cm



Primary Downstream Service Flow

SFID
82330
Max Traffic Rate
1230000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
82329
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
 
 
 

 

Network Log

Time Priority Description

Thu Jan 1 00:01:22 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 11 08:01:07 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 11 08:01:13 20215RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 11 08:01:34 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 11 08:02:00 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 10:44:09 20215RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 10:44:20 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 10:49:52 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 11:21:01 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 12:36:40 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 12:40:09 20215RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 12:40:21 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 12:56:59 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 14:07:18 20215RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 14:07:28 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 14:21:32 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 16:15:15 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 16:15:16 20216CM-STATUS message sent. Event Type Code: 21; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 16:15:20 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 16:18:29 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 10:31:18 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 10:31:25 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 10:31:29 20213Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 27 10:35:47 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

0 Kudos
Reply
Adduxi
  • 6.11K
  • 513
  • 1.58K
Very Insightful Person
Very Insightful Person
649 Views
Message 3 of 11
Flag for a moderator
Helpful Answer

Re: gig1 service very slow (360mbs) and no lights on Hub 4

Why did you remove the FPA?  If you put it back on it will reduce your Downstream to a better level.  Just watch the Upstream however, as it shouldn't go above 51, when you fit the FPA.

Also try a 60 second 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.   This may sort out the light problem.

Check with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults do not show in the VM status page.

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

doverton
  • 68
  • 0
  • 3
On our wavelength
605 Views
Message 4 of 11
Flag for a moderator

Re: gig1 service very slow (360mbs) and no lights on Hub 4

Hi,

the performance I got was no different whether the attenuator was in or out, however it does bring the power levels down to between -1 and 1, so I've put it back in.

Selecting a factory reset from the router menu did make a big difference this time. My performance went from 300mbs to 800-940mbs, so what I expect.

Now all I've got left to worry about is the light. Should I worry that there is no status light working?

 

Many thanks

David

0 Kudos
Reply
Adduxi
  • 6.11K
  • 513
  • 1.58K
Very Insightful Person
Very Insightful Person
564 Views
Message 5 of 11
Flag for a moderator

Re: gig1 service very slow (360mbs) and no lights on Hub 4


@doverton wrote:

<snip>   Now all I've got left to worry about is the light. Should I worry that there is no status light working?

 


If the Hub is working, then this is up to you.  The only point is that if the Hub does overheat, you will have no lights to warn you.  I would still try the 60 second pinhole reset as well.  The Reset from the Hub menu is different to a "proper" hard reset.  If that fails, then perhaps push for a replacement Hub.

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

0 Kudos
Reply
John_GS
  • 14.46K
  • 738
  • 1.35K
Forum Team
Forum Team
523 Views
Message 6 of 11
Flag for a moderator

Re: gig1 service very slow (360mbs) and no lights on Hub 4

Hi @doverton

Thanks for posting. Sorry to hear of the service issues. I was glad to read most were sorted. Did you do the PIN reset and if so, has the light started working?

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

0 Kudos
Reply
doverton
  • 68
  • 0
  • 3
On our wavelength
502 Views
Message 7 of 11
Flag for a moderator

Re: gig1 service very slow (360mbs) and no lights on Hub 4

Hiya @John_GS.

I have now completed the pin reset and no, the light still does not work.

I do find it unnerving not knowing a status of the router by being able to look at it.

 

Thanks


David

0 Kudos
Reply
lotharmat
  • 3.85K
  • 259
  • 724
Community elder
497 Views
Message 8 of 11
Flag for a moderator

Re: gig1 service very slow (360mbs) and no lights on Hub 4

Is it not possible to toggle the lights on and off on a Hub 4?

I know you can't on a hub 3 and I know that you can dim them on a hub 4. I wonder if they're dimmed so far that they're off!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
doverton
  • 68
  • 0
  • 3
On our wavelength
493 Views
Message 9 of 11
Flag for a moderator

Re: gig1 service very slow (360mbs) and no lights on Hub 4

Hi @Lotharmat,

I thought that it might be the dimming, however in a dark cupboard, you cannot tell the difference between the unit powered or unpowered and the dimming setting has been changed from 10% to 66% and 100% with no change in said dark cupboard.  The light on the power brick is significantly brighter than anything else.

 

Thanks


David

0 Kudos
Reply
Beth_G
  • 4.8K
  • 276
  • 513
Forum Team
Forum Team
407 Views
Message 10 of 11
Flag for a moderator

Re: gig1 service very slow (360mbs) and no lights on Hub 4

Hi David,

Thanks for your post.

I can certainly appreciate the concern with not being able to see the status of your hub as there are no lights. I do think it's best that we replace the hub for you. 

We aren't available to sent out replacement hubs are deliveries anymore unfortunately, so I'll pop you over a PM so I can arrange an engineer visit for you.

Please check out the envelope for my message.

Beth

 

Beth
0 Kudos
Reply