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ChrisFD2's avatar
ChrisFD2
Dialled in
3 years ago

New 1 Gb install - upload limited to ~85 Mbps

I had 1 Gb installed last week in an area new to VM. Regardless of whether in router or modem mode, upload very rarely moves past 85 Mbps. I've seen 90 Mbps occasion, but it's usually 75 -85 Mbps.

Tests conducted with cat6 cable directly into the hub if in router mode, or to my UniFi UDM if in modem mode. I've tried restarting, and I've tried a factory reset.

If I switch the WAN connection to use my Openreach FTTP 900/100 connection, using the same devices, cable, and NIC, I get 100+ Mbps upload every time.

The Samknows real speed also shows this behaviour.

I know ~20 Mbps upload 'missing' might seem petty, but I want to use VM as my main line and downgrade my FTTP to a slower package as a backup line. I run a fair amount of cloud backups, a site to site VPN etc, so the quicker the upload the better, and I signed up recently with the news that VM had bumped speeds to 110 Mbps.

As you can expect, trying to report this as a fault has been... challenging. Is there a mod who could look into this please? 

 

Thanks

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  • ChrisFD2's avatar
    ChrisFD2
    Dialled in
    2 years ago

    Engineer visit completed and no surprises for guessing that he found absolutely no issues with power levels or anything in my house. He was also not able to get full speed on upload, he tried to connect with 'Gareth' in networks but apparently he's off. The engineer said he would update the case and also email Gareth.

    Here I am as the customer with zero resolution or compensation in over 8 weeks.

    The helpful staff member who was talking to me yesterday is now showing as 'retired'. 

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      2 years ago

      Hi ChrisFD2 

      Welcome back to our community forums and sorry to hear you have had this experience with this issue for the last 8 weeks. I can see you are currently in contact with a member of my team via PMs. Please remain in contact with them there and they will do their best to resolve this issue for you.

      Thanks,

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    Asymmetrical traffic to a link at 100Mb upstream on VM kit might be the problem

  • ChrisFD2's avatar
    ChrisFD2
    Dialled in
    2 years ago

    Engineer visit say there is a fault and it's been raised with networks.

    Customer services on here say there is no fault and it's within acceptable range.

    This is tiresome.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hey ChrisFD2,

      There was an area issue flagged on our system that was resolved on 19th September, did you speak to the team after that date.

      Are you still having the issues with your connection since you last posted? 

      Kind Regards,

      Steven_L

  • ChrisFD2's avatar
    ChrisFD2
    Dialled in
    2 years ago

    Yes, I am still facing the exact same issue.

    If people would stop closing faults or marking them as resolved before speaking to me this would be a lot simpler!

  • ChrisFD2's avatar
    ChrisFD2
    Dialled in
    2 years ago

    Hi VM Team,

     

    Any update on the fault fix progression please?

    • Zach_R's avatar
      Zach_R
      Forum Team (Retired)
      2 years ago

      Hi ChrisFD2, 

      Apologies for the delayed response here. It appears that the ticket raised against this issue has now been closed as resolved.

      Can you check and confirm if the issue is still ongoing? If it is, can you please perform a speed test and then share the results of that with us here?

      Thanks,
       

  • ChrisFD2's avatar
    ChrisFD2
    Dialled in
    2 years ago

    The issue is still ongoing, again, I'm not sure why people keep marking the fault as resolved without asking me first.

    For an up to date Speedtest of my connection, please refer to the first post in this lengthily and unresolved topic.

  • ChrisFD2's avatar
    ChrisFD2
    Dialled in
    2 years ago

    Hi Zach,

    My apologies, it looks like it may be resolved. Let me do some more testing.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 years ago

    On thing you could do is on the UNA set up a speed test to run every day at say 04:00 and this should show what it’s like in a non busy time.

  • ChrisFD2's avatar
    ChrisFD2
    Dialled in
    2 years ago

    I already have a Speedtest docker which I posted a screenshot of. The issue has never been about times of day, it's been an issue at VM's end since the day I reported it, and thankfully it finally appears to have been fixed.

    Once the cloud sync has finished I'll plug my Mac directly into the hub in modem mode and do a sam knows real speed plus normal Speedtest.

     

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      2 years ago

      Hi ChrisFD2 👋.

      Thanks for the update. I have read back on the history and I know that you have your Hub in modem mode, and have stated that you have reset it to no avail, but, could you please remove all third party equipment and run the tests again using the Hub in router mode and post the results please. 

      Sabrina

    • locky1's avatar
      locky1
      Dialled in
      2 years ago

      How did you get it fixed as I'm facing the same issue...

      • Ashleigh_C's avatar
        Ashleigh_C
        Icon for Forum Team rankForum Team
        2 years ago

        Hi locky1 

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

        I am so sorry to hear that you are also facing this issue and thank you again for posting. I can see that you have a thread with us regarding this and our team did respond with a question on the 9th of November, please do pop back and we will continue to do all we can to look into this with you.