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WildWayz
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Area 26 - Poor Upload Speeds

There's been an ongoing issue with speeds in Area 26. Started around early September when I moved from a rock solid 200Mbit VIVID package to 300Mbit Homeworks.

Since then, my speeds were varied...

 The graph below shows my upgrade point, to the poor speeds... to the download speed being fixed but the upload is knackered.

With the download, when it is hitting the high points, they are tests done out of peak time. Low is during peak time. When it was fixed for download, they are a mix of peak and non-peak.

There's clearly an issue here when you look at the download 'fixed' speed and the upload - which suggests this is NOT utilisation issue but something else.

Now, I have tried calling support twice but they don't understand what I am saying. I've worked as a 3rd line network engineer for a broadband company for almost 10 years.

Untitled.png

 


Acquired Downstream Channel(Hz) - 299000000 - Locked
Ranged Upstream Channel(Hz) - 46200000 - Locked
Provisioning State - Online

Downstream
1 299000000 1 40.9 256 qam 13
2 323000000 0.2 40.3 256 qam 16
3 315000000 0.5 40.3 256 qam 15
4 307000000 0.7 40.9 256 qam 14
5 291000000 1 40.9 256 qam 12
6 283000000 1.4 40.9 256 qam 11
7 275000000 1.5 40.9 256 qam 10
8 267000000 1.5 40.3 256 qam 9
9 259000000 1.4 40.9 256 qam 8
10 251000000 1.7 40.9 256 qam 7
11 243000000 2.2 40.9 256 qam 6
12 235000000 2.7 40.3 256 qam 5
13 227000000 2.9 40.9 256 qam 4
14 219000000 3.2 43.3 256 qam 3
15 211000000 3.5 40.9 256 qam 2
16 203000000 3.7 40.9 256 qam 1

Upstream
1 46200000 ATDMA 47.5 16 qam 6400000 5120
2 39400000 ATDMA 47.5 16 qam 6400000 5120

Primary Downstream Service Flow
Max Traffic Rate 330000000

Primary Upstream Service Flow
Max Traffic Rate 21000000

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Re: Area 26 - Poor Upload Speeds

Hiya WildWayz,

 

Thanks for posting on the community.

 

I'm sorry to see that you are having issues with the upload speeds.

 

I've taken a look at your connection, the line and hub have come back as fine. There are no faults reported and no high traffic on the downstream nor upstream that would cause an issue.

 

Are you still having this issue since you last posted?

 

Hope to hear from you soon

Sam


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WildWayz
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Re: Area 26 - Poor Upload Speeds

Hi Sam

The download speed has sorted itself out now, but the upload speed is still erratic. 

http://www.speedtest.net/results.php?sh=5be0bc2151fdee553521cec608fbbb53&ria=0

The above link should show what it was like before the issue (constant 20mbit upload) - now it is anywhere between 10mbit and 17mbit. Doesn't matter if it is 9am in the morning or 7pm in the evening.

James

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WildWayz
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Re: Area 26 - Poor Upload Speeds

Still running around in circles with Virgin.

1... when I call up about it, LISTEN to what I am saying. Stop telling me it is a wifi issue. I use wired Cat 6 network. Then don't email tips on improving my wifi coverage.

2... it isn't a PC issue. Not a router issue. Probably not a line issue. It is a high utilization issue. So don't tell me I need to be in front of the router to tell you what colour the light is on the front of the router. It bares no relevance. So I asked to escalate it.

3... I was told back in October that as I am on Homeworks 300Mbit package, every month I have this high utilisation issue, I would be credited £25 a month - and it would be fixed by end of October... then end of November. Now I am told February (for sure - final fix date). And now my credit will be £36.50 TOTAL for September to February. 

Seriously, are you guys that out of sync you can't get stories right?

I have had ZERO help on here. To top it all off, I get an email about MDNS which is TOTAL **bleep**. Come over to my house and check yourself. My system is 100% secure. No malware, viruses etc - i've not had Malware / Virus in 10 years due to how I lock it down. 

Will someone from Virgin contact me using the contact details on my account to discuss this and give me a proper fix date. I am paying for a service you are NOT delivering on.

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Message 5 of 11
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Re: Area 26 - Poor Upload Speeds

Honestly if you are stuck on 2 channels, 16QAM, then it won't take much from other users in the area to bring down the upload speeds. You alone want 1/5 the bandwidth that those 2 channels will provide (for all customers on the line).



As to real fix dates, no one will be able to provide one for utilization as it's all estimates/reviews until it gets done. The 'fix dates' you get from phone staff is just what their scripts call them, nothing more. They are standard 'review dates'.
~~~~~~~~~~~~~~~~~~~~~~~~~
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WildWayz
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Re: Area 26 - Poor Upload Speeds

Frustrated. I called cancellations department and was told there was a mistake with the credit amount that the previous advisor worked out. Fair enough.

She then said she would check for utilisation issues in my area and put me on hold. Next thing, I am transferred to faults and spoke to Daniel who told me there is NO issue in my area with high utilisation and wants to book an engineer.

So I called back to cancellations and the chap said that he doesn't know why I was told that when their system is clearly telling them there is a HU fault with a fix date of February 15th. He called through to faults to find out what is going on. He came back saying that the faults team are adament there is NO HU fault in the area. There was, but it was fixed. So an engineer is booked to come out on Friday to check things over.

*Sigh*

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Message 7 of 11
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Re: Area 26 - Poor Upload Speeds

Your speed log certainly doesn't show a high utilization issue. Shows one that's been fixed by the looks of it.


Upload lower speeds would not be hitting any threshold breaches. Honestly just think you need some upstream improvements/new CMTS in the area to get you on 64QAM and 4 upstream channels instead of 2 (will spread the demand you need per channel used to 1/10 instead of 1/5, less likely to suffer from other people's use.
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WildWayz
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Message 8 of 11
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Re: Area 26 - Poor Upload Speeds

The problem is with the upstream now (downstream is good). 

I WAS getting straight 20mbit now it is 10-13mbit ish.

When I had the HU fault, the upload was still 20mbit. Since the HU was fixed (when my downstream speed went up to normal), the upload went down... like a see-saw lol

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Message 9 of 11
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Re: Area 26 - Poor Upload Speeds

Hi WildWayz,

Apologies that these issues are still affecting you. I have just completed some thorough tests of your connection and am confident that over utilisation is not a problem here.

The upstream network segment does seem to experience periodic errors (FEC's or forward error corrections). A few of the dates/times of your reduced speeds, as shown in your speed test link, do seem to coincide with a cluster of these errors. The line has been stable since yesterday but I propose to test your connection each day I'm in work to see if the errors recur.
If they do I'll get this flagged up to networks for attention. Also your Hub is reporting reduced modem SNR which is likely linked.

I think we should make arrangements for an engineer visit, so the modem SNR can be investigated.  We can always cancel the appointment, if, in the meantime, my tests highlight a network fault.

I'll send you a PM in a moment (purple envelope icon, top right of page) so we can arrange an engineer visit Smiley Happy


Jen
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WildWayz
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Message 10 of 11
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Re: Area 26 - Poor Upload Speeds

Thanks for the reply Jen.

I had an engineer come out just before Christmas and he confirmed with the Huddersfield team that there IS a utilisation issue. Also, he said I am still using a temporary line to the house from the neighbours property that was put in over a year ago, that was meant to have been replaced and buried in the garden... instead, it is the temporary cable with no additional sheath for when it is buried so he said he was arranging for someone to replace it properly and bury it again properly... but I am seeing no engineer booking on the portal.

I am so frustrated as no one knows what exactly is going on in our area - I was told i would get a £25 a month refund for every month I have this issue - now I am being told that is not the case at all... everything is a chore when it comes to dealing with support staff :/

All I want is the line speeds I am paying for, with the correct line installed to my house, buried correctly and in a timely manner. Not too much to ask?

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