Forum Discussion

ooger's avatar
ooger
Tuning in
11 months ago
Solved

Slow upload speeds & possible service issues

As above.

Installation went well but the longer I think about it the more I'm concerned there is a problem.

Streaming services (download) absolutely fine, issues however with (upload):

Sending iMessages with media
Sending WhatsApp with media
Dropbox
Ring recordings
Sending email with attachments

In short, uploads take ages. They never fail, just way slower than I'd expect.


So I started to investigate. This is what I have on a Hub 3.0 with

M500 Fibre Broadband

Which, according to the ads is:

Perfect for a super-connected home, this gives you download and upload speeds averaging 516Mbps and 35Mbps

I have FTTP if that adds context. Heres the details:

Hub 3.0 device information

The information below shows current status of this Hub 3.0.

Standard specification compliant

: DOCSIS 3.0

Hardware version

: 11

Software version

: 9.1.2208.100

Cable MAC address

: AC:F8:xx:xx:xx:xx

Cable modem serial number

: ABAPxxxxxxxx

System up time

: 20 days 12h:38m:46s

Network access

: Allowed

 

Item

Status

Comments

Acquired Downstream Channel (Hz)

243000000

Locked

Ranged Upstream Channel (Hz)

46200000

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

243000000

3.7

32

256 qam

14

2

203000000

3

32

256 qam

9

3

211000000

3.2

32

256 qam

10

4

219000000

3.2

32

256 qam

11

5

227000000

3.4

32

256 qam

12

6

235000000

3.7

32

256 qam

13

7

251000000

4

32

256 qam

15

8

259000000

3.5

32

256 qam

16

9

267000000

3.5

32

256 qam

17

10

275000000

3.2

32

256 qam

18

11

283000000

3.5

32

256 qam

19

12

291000000

3.5

33

256 qam

20

13

299000000

4.1

32

256 qam

21

14

307000000

3.7

32

256 qam

22

15

315000000

3.2

32

256 qam

23

16

323000000

3

33

256 qam

24

17

331000000

3

33

256 qam

25

18

339000000

3

32

256 qam

26

19

347000000

3.4

33

256 qam

27

20

355000000

3.5

32

256 qam

28

21

363000000

3.5

33

256 qam

29

22

371000000

3.7

32

256 qam

30

23

379000000

3.5

32

256 qam

31

24

387000000

3.5

33

256 qam

32

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

32.9

90516159

0

2

Locked

32.6

44823896

0

3

Locked

32.6

60444282

0

4

Locked

32.5

49878137

0

5

Locked

32.6

51066088

0

6

Locked

32.9

32507452

0

7

Locked

32.9

29875735

0

8

Locked

32.9

32905649

0

9

Locked

32.9

31445121

0

10

Locked

32.9

36199839

0

11

Locked

32.9

47062831

0

12

Locked

33

66881113

0

13

Locked

32.9

76729860

0

14

Locked

32.9

86142357

0

15

Locked

32.9

101981527

0

16

Locked

33

109801582

0

17

Locked

33

104625237

0

18

Locked

32.9

105300051

0

19

Locked

33

93629829

0

20

Locked

32.9

85860062

0

21

Locked

33

70957861

0

22

Locked

32.9

61756528

0

23

Locked

32.9

48098543

0

24

Locked

33

39363199

0

 

But here i think lies the issue:

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

51.5

5120

16 qam

7

2

39400000

51.5

5120

16 qam

8

3

53700000

51.2

5120

16 qam

6

4

60300000

49.8

5120

32 qam

5

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

63

0

2

ATDMA

0

0

45

0

3

ATDMA

0

0

54

0

4

ATDMA

0

0

50

0

 

I've had poor upload speeds since this was installed (about 4 months ago)

Download 255.7 Mbps
Upload 2.4 Mbps

Stats from Speedtest.net, cabled into a switch directly off the router which is in modem mode.

Apart from upload speed, all good.

Is the problem the signal fault on the upload channels? The numbers mean nothing, but I've read other posts indicating they're out of range.

 

First post for a long time. Thanks for reading.

 

PS - I've tried to log a fault, but it says:

Checking your account
Checking your area <postcode>
Checking your home

then

Looks like there’s still an issue with your connection

We’re looking into it. Check back here after 21 hours and if there’s still an issue we’ll help you book a technician.

Whos problem is this now? Are they aware and getting back to me, or am I setting a timer?

 

 

  • The data shows your upstream connection is absolute rubbish. You'll need a technician visit to fix it.

    Also the downstream is not wonderful. There's a great deal of noise. The Hub is managing to correct the resulting errors, but it shouldn't be like this. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    The data shows your upstream connection is absolute rubbish. You'll need a technician visit to fix it.

    Also the downstream is not wonderful. There's a great deal of noise. The Hub is managing to correct the resulting errors, but it shouldn't be like this. 

    • ooger's avatar
      ooger
      Tuning in

      This is very helpful thankyou.

      I'll attempt to get that visit booked, but it looks like I've been tarred with a large brush saying there are issues and I need to wait for 21 hours. So be it.

      Your description of the service I've got may also go some way to giving me confidence that the last time I powered the hub off and back on it repeatedly failed (for about 2 hrs) to actually get a connection(flashing arrow lights etc). Is this likely a fault at the hub, the internal box on the wall with the AC adapter, or the outdoor box, or the street cabinet - or is it going to be impossible to tell? I'd hope, given its "newness" its nothing on my side......I'll be honest, it was kind of "thrown in" with the advice that "the connection will stabilise".

      I think I was lied to.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    VM connections don't stabilise. When you first switch on, that's as good as it gets. Phone first thing tomorrow and insist on a visit.

    You could phone for a local fault check on 0800 561 0061, but that chould have been picked up on the test you have already done.

    • ooger's avatar
      ooger
      Tuning in

      hello and thanks for calling Virgin Media service status line where you'll be able to find out if there are any issues affecting services in your area looks like you called us from a mobile phone just to check just the post code of the account you want to talk about end in seven LE if it does please press 1 if not press 2 thanks to find out if there's an area issue affecting broadband please press 1 to check for TV service issues press 2 all the home phone it's 3 to hear that again press hash thanks

      it looks like there aren't any issues affecting services in your area at the moment

      just so you know you can also check your service status with the free and easy to use my Virgin Media app just search my Virgin Media from your phones App Store to install it on your device thanks for calling and goodbye

      Looks like a daytime job. Thanks for your help jpeg1

      • Beth_G's avatar
        Beth_G
        Forum Team

        Hi oofer

        Thank you for your post, welcome to the Community Forums.

        We're sorry to hear you've been having some trouble with your broadband speeds after having your services installed. 

        I'll be happy to take a closer look into this for you and we can see whether an engineer visit is required to put your upstream levels back in spec.

        I've dropped you a PM so I can take your details and look into this for you.

        Thanks for all your help, jpeg1 😊

  • UPDATE

    OK, engineeer been and gone.

    Speed test results:

    Download Mbps
    130.29
    Upload Mbps
    53.12

    So upload is resolved. My down stream is now less than it was......

    Changes:

    1) Replacement hub
    2) one Fibre connector inthe house appeared to have been installed incorrectly causing issues on the upstream - rotating it 90 degrees appears to have fixed the upstream issue. Now I have:

     

    Downstream bonded channels

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

    1259000000437256 qam16
    21390000003.237256 qam1
    3147000000337256 qam2
    4155000000337256 qam3
    51630000002.937256 qam4
    6171000000337256 qam5
    7179000000337256 qam6
    81870000003.237256 qam7
    91950000003.537256 qam8
    102030000003.737256 qam9
    112110000003.737256 qam10
    122190000003.737256 qam11
    13227000000437256 qam12
    14235000000437256 qam13
    15243000000437256 qam14
    16251000000437256 qam15
    172670000003.937256 qam17
    182750000003.737256 qam18
    192830000003.737256 qam19
    202910000003.736256 qam20
    212990000003.936256 qam21
    223070000003.937256 qam22
    233150000003.736256 qam23
    243230000003.736256 qam

    24

     

     

     

    and

     

    Downstream bonded channels

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

    1Locked37.3152679618
    2Locked37.3129118074
    3Locked37.324919001
    4Locked37.334518966
    5Locked37.392208630
    6Locked37.391549055
    7Locked37.370525799
    8Locked37.31081719270
    9Locked37.61259817458
    10Locked37.3706513195
    11Locked37.6100688430
    12Locked37.395218511
    13Locked37.348586657
    14Locked37.610038580
    15Locked37.3141397344
    16Locked37.31696913406
    17Locked37.382788419
    18Locked37.3126238123
    19Locked37.3132338415
    20Locked36.3116077639
    21Locked36.6131419211
    22Locked37.3702814929
    23Locked36.6290416272
    24Locked36.636418836

     

    and UP:

     

    Upstream bonded channels

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

    13940022933.7512064 qam8
    24620000033.5512064 qam7
    35370009333.3512064 qam6
    46030026833.5512064 qam5



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    From what I've read, the post RS errors on the downstream are now an issue?I should be getting >400mbps from what I'm reading.

    Again, told to let it settle and it should resolve itself.....

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team

      Hi there ooger 

      Thank you so much for your post and welcome back to the forums, it's great to have you here. 

      I am so sorry that you have faced this issue with your service and a big thank you to our community team for their advise so far. 

      I have taken a look and I do think an engineer will be needed, I will pop you a private message across so we can take a look into this. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
       

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    You are right. The upstream is now fine, but the downstream is still bad. There's so much noise on it that the Hub cannot correct the resulting data errors. As a result you are only getting half of your download speed.

    This definitely needs another visit to correct it. It will not settle if left.