I have been upgraded to 1 gig and while download speeds are as expected, upload is not, hitting 60mbps or so at best (it was hitting 50mbps on the M500 service)Hub 5 stats:Cable Modem StatusItem Status Comments Acquired Downstream Channel(Hz)338000000LockedRanged Upstream Channel(Hz)60300000RangedProvisioning StateOnlineOperational Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 13380000001.738QAM 2562621380000003.139QAM 256131460000003.139QAM 256241540000002.939QAM 25635162000000339QAM 256461700000003.139QAM 256571780000002.938QAM 256681860000002.838QAM 256791940000003.339QAM 2568102020000003.339QAM 2569112100000003.139QAM 2561012218000000339QAM 25611132260000003.139QAM 2561214234000000339QAM 25613152420000002.739QAM 25614162500000002.539QAM 25615172580000002.339QAM 25616182660000002.239QAM 25617192740000002.239QAM 25618202820000001.938QAM 25619212900000001.638QAM 25620222980000001.638QAM 25621233060000001.938QAM 25622243140000001.638QAM 25623253220000001.238QAM 25624263300000001.238QAM 25625273460000001.738QAM 25627283540000001.338QAM 25628293620000001.438QAM 25629303700000001.938QAM 25630313780000001.938QAM 25631Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked3816998502Locked3912588603Locked3914251204Locked3914787305Locked3916005006Locked3917556607Locked3817922308Locked3816174909Locked39138112010Locked39132773011Locked39131799012Locked39155684013Locked39149477014Locked39130833015Locked39131337016Locked39119221017Locked39116185018Locked39125385019Locked39127502020Locked38130864021Locked38129482022Locked38142552023Locked38148444024Locked38149007025Locked38163664026Locked38163956027Locked38176778028Locked38155750029Locked38131650030Locked38105849031Locked381003380Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 06030000030.55120QPSK5153700000315120QPSK6246200000315120QPSK733940000030.85120QPSK8Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0ATDMA00001ATDMA00002ATDMA00003ATDMA0000General ConfigurationNetwork accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file Allowed1Enabled3.1cmreg-vmdg660-bbt076-b.cmPrimary Downstream Service FlowSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate 328001230000450 bps42600bytes0 bpsPrimary Upstream Service FlowSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type 32799110000274 bps42600bytes0 bps42600bytesBest EffortNetwork LogTime Priority Description 04-09-2023 20:19:05noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;04-09-2023 20:18:08noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;04-09-2023 20:16:02noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;04-09-2023 14:14:58warningDynamic Range Window violation04-09-2023 14:14:58warningRNG-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;04-09-2023 00:10:45noticeREGISTRATION COMPLETE - Waiting for Operational status04-09-2023 00:10:39noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;04-09-2023 00:10:35noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;04-09-2023 00:10:33warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;04-09-2023 00:10:31noticeHonoring MDD; IP provisioning mode = IPv404-09-2023 00:10:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;04-09-2023 00:10:13criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;04-09-2023 00:09:56criticalCable Modem Reboot via RG reboot command04-09-2023 00:02:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;04-09-2023 00:02:44criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;04-09-2023 00:02:32criticalCable Modem Reboot via RG reboot command03-09-2023 23:59:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;03-09-2023 23:59:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;03-09-2023 23:59:34criticalCable Modem do Reboot Factory reset UI

No they are not, nothing has been fixed or improved with two "engineer" visits. There is clearly something wrong, there is no reason that with a product you call FTTP, I can instantly hit 1150mbps download but I am unable to see upload speeds ever reach 104mbps. I need an actual engineer that knows how your technology works, to troubleshoot why i only have 4 upstream channels. The people you have sent can do little more than tighten coax cables and run speed tests.

This needs referral to networks. Sadly they'll just order you techs and it seems the techs rather than escalate will just tell you they don't know. Most likely they are deterred from escalation by some process.

The latency is horrible under load because you're using all the upstream capacity. Your upstream channels should be 64 QAM and you should have more than 4 of them.Going by the very low upstream transmit power you're on the full fibre product so it should be pristine.The support you've received has just been a waste of everyone's time.

It gets better and better. Lee_R has not managed to do anything. There was scheduled works on my postcode scheduled for Tuesday morning. I thought "oh maybe they will actually fix something". Connection didn't drop at all during the night, so i don't think any works was done at all. And then last night at 3.30am connection dropped and didn't come back. Website said an engineer on site to fix it, at 4pm the ticket was updated with "all fixed, no issues" - and i am still disconnected. Hub is forever DS scanning. "Engineer" clearly just packed up and went to the pub...

Hi Stefcolosi Thank you for taking the time to let the Community know what was done that resolved this issue for you. Great to hear that David was able to fully resolve this for you when speaking with him over private message. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

Forum Discussion

Stefcolosi

On our wavelength

3 years ago

1gbit upload

I have been upgraded to 1 gig and while download speeds are as expected, upload is not, hitting 60mbps or so at best (it was hitting 50mbps on the M500 service)

Hub 5 stats:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	338000000	Locked
Ranged Upstream Channel(Hz)	60300000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

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

1	338000000	1.7	38	QAM 256	26
2	138000000	3.1	39	QAM 256	1
3	146000000	3.1	39	QAM 256	2
4	154000000	2.9	39	QAM 256	3
5	162000000	3	39	QAM 256	4
6	170000000	3.1	39	QAM 256	5
7	178000000	2.9	38	QAM 256	6
8	186000000	2.8	38	QAM 256	7
9	194000000	3.3	39	QAM 256	8
10	202000000	3.3	39	QAM 256	9
11	210000000	3.1	39	QAM 256	10
12	218000000	3	39	QAM 256	11
13	226000000	3.1	39	QAM 256	12
14	234000000	3	39	QAM 256	13
15	242000000	2.7	39	QAM 256	14
16	250000000	2.5	39	QAM 256	15
17	258000000	2.3	39	QAM 256	16
18	266000000	2.2	39	QAM 256	17
19	274000000	2.2	39	QAM 256	18
20	282000000	1.9	38	QAM 256	19
21	290000000	1.6	38	QAM 256	20
22	298000000	1.6	38	QAM 256	21
23	306000000	1.9	38	QAM 256	22
24	314000000	1.6	38	QAM 256	23
25	322000000	1.2	38	QAM 256	24
26	330000000	1.2	38	QAM 256	25
27	346000000	1.7	38	QAM 256	27
28	354000000	1.3	38	QAM 256	28
29	362000000	1.4	38	QAM 256	29
30	370000000	1.9	38	QAM 256	30
31	378000000	1.9	38	QAM 256	31

Downstream bonded channels

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

1	Locked	38	169985
2	Locked	39	125886
3	Locked	39	142512
4	Locked	39	147873
5	Locked	39	160050
6	Locked	39	175566
7	Locked	38	179223
8	Locked	38	161749
9	Locked	39	138112
10	Locked	39	132773
11	Locked	39	131799
12	Locked	39	155684
13	Locked	39	149477
14	Locked	39	130833
15	Locked	39	131337
16	Locked	39	119221
17	Locked	39	116185
18	Locked	39	125385
19	Locked	39	127502
20	Locked	38	130864
21	Locked	38	129482
22	Locked	38	142552
23	Locked	38	148444
24	Locked	38	149007
25	Locked	38	163664
26	Locked	38	163956
27	Locked	38	176778
28	Locked	38	155750
29	Locked	38	131650
30	Locked	38	105849
31	Locked	38	100338

Upstream bonded channels

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

0	60300000	30.5	5120	QPSK	5
1	53700000	31	5120	QPSK	6
2	46200000	31	5120	QPSK	7
3	39400000	30.8	5120	QPSK	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

Enabled

3.1

cmreg-vmdg660-bbt076-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

32800

1230000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

32799

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort

Network Log

Time Priority Description

04-09-2023 20:19:05	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 20:18:08	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 20:16:02	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 14:14:58	warning	Dynamic Range Window violation
04-09-2023 14:14:58	warning	RNG-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;
04-09-2023 00:10:45	notice	REGISTRATION COMPLETE - Waiting for Operational status
04-09-2023 00:10:39	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 00:10:35	notice	TLV-11 - unrecognized OID;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 00:10:33	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 00:10:31	notice	Honoring MDD; IP provisioning mode = IPv4
04-09-2023 00:10:20	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 00:10:13	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 00:09:56	critical	Cable Modem Reboot via RG reboot command
04-09-2023 00:02:49	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 00:02:44	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 00:02:32	critical	Cable Modem Reboot via RG reboot command
03-09-2023 23:59:53	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
03-09-2023 23:59:46	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
03-09-2023 23:59:34	critical	Cable Modem do Reboot Factory reset UI

46 Replies

Stefcolosi
On our wavelength
3 years ago
here is a real speed with the router in router mode:
I see i have 4 QPSK upstream channels, is that correct or should it be 5 QAM 64 channels?
Client62
Alessandro Volta
3 years ago
Check for a known local fault on 0800 561 0061 - it is an automated service.
Customer Support are on 150 or 0345 454 1111 from a non-VM phone.

A serious SNR issue on the Up / Down channels. This may be affecting the whole street.

The 4x QPSK channels show a severe noise fault, QPSK modulation mode is slower than QAM 16.

There are large numbers of Pre RS Errors too.

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38 169985 0
2 Locked 39 125886 0
3 Locked 39 142512 0
4 Locked 39 147873 0
5 Locked 39 160050 0
6 Locked 39 175566 0
7 Locked 38 179223 0
8 Locked 38 161749 0
9 Locked 39 138112 0
10 Locked 39 132773 0
carl_pearce
Superstar
3 years ago
Just to add you will struggle to benefit from the '110000274 bps' upload traffic rate with no DOCSIS 3.1 (fifth upstream) channel.
- Stefcolosi
  On our wavelength
  3 years ago
  Is there a reason I only have 4?
  - carl_pearce
    Superstar
    3 years ago
    Due to what was mentioned by Client62
    Or your area hasn't been upgraded yet.
Stefcolosi
On our wavelength
3 years ago
Engineer came, engineer had no clue what to do or what upstream channels are, 45 minutes later engineer left.
Said he would come back again, i do not believe he will.
- Adri_G
  Forum Team (Retired)
  3 years ago
  Hi Stefcolosi.
  Thanks for your reply and this update although we're sorry to hear the issue was not resolved upon this visit.
  
  We can advise that the appointment seems to have been left open so our engineer can return, also it's been rescheduled for a future date now.
  
  You can view and manage your appointments online here, please let us know if you can see this and if you need more help or advice.
Client62
Alessandro Volta
3 years ago

Oh my, I should have gone to Specsavers !

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 60300000 30.5 5120 QPSK 5
1 53700000 31 5120 QPSK 6
2 46200000 31 5120 QPSK 7
3 39400000 30.8 5120 QPSK 8
The Upstream Modulation mode should be QAM 64 on all 4 channels.

Fingers crossed this is resolved now.
- Stefcolosi
  On our wavelength
  3 years ago
  Nope, as I mentioned, the engineer had no idea what to do, gave up and left
  - Alex_RM
    Forum Team
    3 years ago
    Hi Stefcolosi,
    
    We can see from our side you have another engineer arranged, please let us know how this goes.
    
    Alex_Rm
allienet
Tuning in
3 years ago
At least they provisioned you for 104 Mbps up - they sold me 104 but only provisioned me for 52 😞 good luck getting it resolved!
Stefcolosi
On our wavelength
3 years ago
Can anyone in the community advise how to proceed with my issue? Is there any way to get someone who is actually able to work on these issues assigned by Virgin Media rather than this hopeless waste of time I'm having?
- IPFreely
  Rising star
  3 years ago
  This needs referral to networks. Sadly they'll just order you techs and it seems the techs rather than escalate will just tell you they don't know. Most likely they are deterred from escalation by some process.
Stefcolosi
On our wavelength
3 years ago
Cant see any way to get anyone at Virgin Media to look at this. Every time I contact them it's another script reader asking me things like if I am doing speed tests over wifi...Its hopeless
- John_GS
  Forum Team
  3 years ago
  Hi Stefcolosi
  
  Thanks for coming back to the thread.
  
  I've tried running tests and not able to communicate with the router, is it turned on and in router mode?
  
  Please ensure it is and in router mode and let us know 🙂 we do want to help with this.
  - Stefcolosi
    On our wavelength
    3 years ago
    What tests are you going to run? A few speed tests to tell me its looks great from your end and then you can close the ticket? no thanks - thats of no use to me whatsoever.
Client62
Alessandro Volta
3 years ago
If those upstream channels are still all stuck in QPSK, that might be a faulty Hub - a hub that might need to be replaced. Ask the folks next door to take a look at their Upstream is it also QPSK or QAM 64/32/16 ?
- Stefcolosi
  On our wavelength
  3 years ago
  They keep changing, right now they are QAM 32, but they will change to qam 16 or qpsk at random times. The last tech switched out the hub 5 at my request, didn’t make a difference. I’m still at 4 upstream channels and seeing 60-65 at best. Also latency is horrendous under load but that might be the normal quality of VM
  - IPFreely
    Rising star
    3 years ago
    The latency is horrible under load because you're using all the upstream capacity.
    Your upstream channels should be 64 QAM and you should have more than 4 of them.
    Going by the very low upstream transmit power you're on the full fibre product so it should be pristine.
    The support you've received has just been a waste of everyone's time.
Stefcolosi
On our wavelength
3 years ago
It gets better and better. Lee_R has not managed to do anything. There was scheduled works on my postcode scheduled for Tuesday morning. I thought "oh maybe they will actually fix something". Connection didn't drop at all during the night, so i don't think any works was done at all. And then last night at 3.30am connection dropped and didn't come back. Website said an engineer on site to fix it, at 4pm the ticket was updated with "all fixed, no issues" - and i am still disconnected. Hub is forever DS scanning. "Engineer" clearly just packed up and went to the pub...
- Stefcolosi
  On our wavelength
  3 years ago
  Looking at the Boostral 710 right now i see the opt in light is red. Seeing as no one touched it on my property at 3.30 am on friday morning, and that there was a 24 hour outage for the whole postcode recorded with virgin at that time I think its safe to say my fibre has been disconnected at the other end rather than on my property. And the "engineer" who has marked the job as fixed just didn't reconnect me.
  My problem is I don't see how to relay this information to anyone in virgin media who can organise for it to be fixed. Can any VM forum team member do anything?
  - Daniel_Et
    Forum Team (Retired)
    3 years ago
    Hi Stefcolosi, thank you for your post.
    
    We're sorry to hear about the problems you've been having 😔
    
    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
    
    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.
    
    Regards,
    Daniel

Forum Discussion

1gbit upload

46 Replies

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Upload speed suddenly drops

XGS-PON Gig1 Symmetrical upload speed addon

1	Locked	38	169985
2	Locked	39	125886
3	Locked	39	142512
4	Locked	39	147873
5	Locked	39	160050
6	Locked	39	175566
7	Locked	38	179223
8	Locked	38	161749
9	Locked	39	138112
10	Locked	39	132773