Forum Discussion

skilmore's avatar
skilmore
Joining in
5 months ago

Recently upgraded to 1gbps, upload was good for a day, now only 25mbps with one upload channel

As per the title we were upgraded to a 1Gig connection last week and also given a new Hub 5 router. I switched it out on Thursday and day one everything was fine. I was getting ~950Mbps download, 105Mbps upload. Then early morning on day two the internet went off entirely a couple of times, and ever since coming back on whilst the download remains good, the upload has been cut to 20-25Mbps. 

Had a look at the router config and can see what must be the reason why, only one upload 3.0 channel. Max traffic rate for upload is set at 110000274 bps so that is correct.

There are a few critical errors on the log

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

SYNC Timing Synchronization failure - Loss of Sync

Started Unicast Maintenance Ranging - No Response received - T3 time-out;

16 consecutive T3 timeouts while trying to range on upstream channel 3

I have turned it off/on again a few times, checked all the connections, still the same.

11 Replies

  • Nednats's avatar
    Nednats
    Up to speed
    5 months ago

    I’ve been dealing with a very similar issue — high upstream power, frequent log errors, and upstream DOCSIS 3.1 not functioning properly. My upload dropped significantly too. VM support kept insisting it was my internal setup or the hub, it’s become clear this is likely signal or cabinet-side.  You’re not alone — here’s my thread if it helps for comparison Hub 5 stuck on DOCSIS 3.0 – Ranging Failures, High Upstream Power, DOCSIS 3.1 Not Engaging | Virgin Media Community - 5652510

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    5 months ago

    Try checking with Area faults on  0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    It does look like a local fault for info ... 

    3.0 Upstream Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16/QPSK is a current service noise fault.  Seeing less than four DOCSIS 3.0 channels is usually a signal level fault.

  • gitty's avatar
    gitty
    On our wavelength
    5 months ago

    Have you tried removing the cable, too see if there has been damage to it?

  • skilmore's avatar
    skilmore
    Joining in
    5 months ago

    This issue remains on and off and it does seem to be a local issue. The frustrating thing though is at least three times now I've gone on service status, they say there is an intermittent fault and I sign up for updates. A couple of days pass, they claim an engineer has been out and the issue is now fixed. But it's not. A few hours later, service status says the same and I can sign up for a new update. Rinse and repeat.

    F011920325
    F011926060

    F011934963

    Those are the three fault IDs they claim to have found and fixed since July 23. I haven't seen anyone in my road, nor the surrounding roads. That last one they claim to have fixed 10 minutes ago, 1pm, yet what a surprise:

     Is their fault tracking just made up? What do I need to do for them to ACTUALLY fix it? There is never a link to book an engineer after the 24 hours. Just the option to get updates on their "fix".

  • skilmore's avatar
    skilmore
    Joining in
    5 months ago

    ..and the cycle continues. Time to get updates for the fourth issue they've found and will surely "fix" again. 

     

  • skilmore's avatar
    skilmore
    Joining in
    4 months ago

    Yes, big surprise. They email me this morning claiming an engineer has been out and good news, they've fixed the issue....again. Yet in reality my issue remains and the service status page starts the loop again of saying there is an intermittent issue in the area that they'll be out to fix soon. 

    This really is rather frustrating. 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      4 months ago

      Hi skilmore, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear this has been ongoing for you. Checking things here, we can see there is no longer an open fault in the area. Can you please reboot your hub to refresh things and let us know if you're continuing to have issues?

      Many thanks, 

      • skilmore's avatar
        skilmore
        Joining in
        4 months ago

        Two weeks on and yes, still the same issues are reported on the service status. 

        Intermittent signal in your area

        We’re looking into it. Check back here after 2 hours, and if there’s still an issue we’ll help you book an engineer.

        But I never get the option to book an engineer. Let's see if I do in 2 hours. Speeds are a little better, but still only about 60Mbps upload, not 100Mbps.