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

[doverton]

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

25	331000000	9.900002	38.983261	QAM256	25
17	267000000	9.599998	40.366287	QAM256	17
18	275000000	9.199997	38.983261	QAM256	18
19	283000000	9.699997	38.983261	QAM256	19
20	291000000	10.599998	40.366287	QAM256	20
21	299000000	10.699997	38.983261	QAM256	21
22	307000000	10.500000	38.983261	QAM256	22
23	315000000	9.800003	38.983261	QAM256	23
24	323000000	9.900002	38.983261	QAM256	24
26	339000000	9.800003	38.605377	QAM256	26
27	347000000	9.699997	38.605377	QAM256	27
28	355000000	9.400002	38.605377	QAM256	28
29	363000000	9.500000	38.605377	QAM256	29
30	371000000	9.300003	38.605377	QAM256	30
31	379000000	9.500000	38.983261	QAM256	31
32	387000000	9.400002	38.983261	QAM256	32
33	395000000	9.300003	38.983261	QAM256	33
34	403000000	9.099998	38.605377	QAM256	34
35	411000000	9.000000	38.983261	QAM256	35
36	419000000	8.500000	38.605377	QAM256	36

3.0 Downstream channels

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

25	Locked	38.983261	0	0
17	Locked	40.366287	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	40.366287	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.605377	0	0
30	Locked	38.605377	0	0
31	Locked	38.983261	0	0
32	Locked	38.983261	0	0
33	Locked	38.983261	0	0
34	Locked	38.605377	0	0
35	Locked	38.983261	0	0
36	Locked	38.605377	0	0

3.1 Downstream channels

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

37

96

4K

1880

QAM4096

424

3.1 Downstream channels

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

37

Locked

40

8.2

781101

0

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	32600000	37.270599	5120 KSym/sec	64QAM	10
2	53700000	38.270599	5120 KSym/sec	64QAM	7
3	39400000	37.520599	5120 KSym/sec	64QAM	9
4	46200000	37.770599	5120 KSym/sec	64QAM	8

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[Ashleigh_C]

Hi there, 

Just to update the public thread we have now arranged an engineer to attend and replace the Hub. 

Please @doverton do let us know how things are after the appointment.

Thanks again.