Forum Discussion

jedexodus's avatar
jedexodus
Joining in
18 days ago

Awful upload speeds

I'm a recent new customer having moved from BT and am very disappointed in the upstream I am receiving.

Through Volt I should be getting 100mbps, and when all is working I do, however too often I get less than one mbps.

Fault checking gives "we cannot connect to your kit" my brother in Cardiff tells me this is the norm for him. Live chat tries to direct me to Whatsapp then when I don't recieve a text it just closes the chat, the phone line just takes me through the usual reset rigamarole, they promised to call back in 30 mins to check speeds but never did.

I rely on having good upload speeds, I have attached the connection details from my router along with a speedtest conducted at the same time. This is really really frustrating, I never had these problems on BT.

 

[Mod edit - Image removed]

 

 

 

 

  • Upstream power and modulation look low to me. Check for local faults on 0800 561 0061. 

  • legacy1's avatar
    legacy1
    Alessandro Volta

    what about this speed test

    https://www.thinkbroadband.com/speedtest

    also setup a BQM it be interesting to see how that looks

    https://www.thinkbroadband.com/broadband/monitoring/quality

  • fizz's avatar
    fizz
    Fibre optic

    Upstream looks like it is the problem and will probably need an engineer visit to look into this

  • Thanks for your suggestions folks. Have a BQM running currrently. Modulation is sitting between 32 & 64 bit. Seems to adjust when there's demand placed on the upstream. Had a few problems pinging from work today but no logs to back this up. Currently getting "Intermittent speeds in your area" so can't get through on the phone. This issues seems to occur at the weekends moreso. If issues occur once the 24 hour period is up will chase with VM though getting through to them on the phone is proving challenging 

  • carl_pearce's avatar
    carl_pearce
    Community elder

    Looks like you are in an area with no provision for DOCSIS 3.1 upstream, which is probably the reason for six 3.0 upstream channels.

    Mine as an example:

    3.0 Upstream channels
     
    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    0 49600000 45 5120 QAM 64 1
    1 43100000 44.8 5120 QAM 64 2
    2 36600000 44.3 5120 QAM 64 3
    3 30100000 43.3 5120 QAM 64 4
    4 23600000 43.3 5120 QAM 64 5
     
    3.0 Upstream 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
    4 ATDMA 0 0 0 0
     
    3.1 Upstream channels
     
    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    6 10 39.2 2K QAM 256
     
    3.1 Upstream channels
     
    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6 OFDMA 200 74000000 134 5
     
     
    Six 3.0 channels should still be sufficient, assuming correct modulation, which yours is not.
     
    If your area was upgraded, I assume the issue would go away (Oversubscription).

     

  • BQM for the first few hours. Showing a bit of packet loss consistently. Latency at its highest seems to be about 80ms. This is during a period when the upstream ahs been behaving much better than it has been over the previous 24 hours.

     

    • legacy1's avatar
      legacy1
      Alessandro Volta

      its not the worst BQM we have seen but its still bad so needs fixing 

    • Molly_T's avatar
      Molly_T
      Forum Team

      Hi jedexodus 👋 Welcome to the community forum! Thanks for posting!

      Sorry to hear these concerns about your upload speeds since joining us. Having taken a quick look for you it appears there's an identified local outage affecting your service currently. This is estimated to be fixed by 03.02.25 at 9am. 

      You can check for local outages and known faults via  ðŸ‘‰ https://virg.in/service or by calling 📞 0800 561 0061. Hopefully the works to resolve the known issue resolve any problems you are having but please do keep an eye on things and let us know so we can offer further support if needed. 

      Thanks for your patience in the meantime! 🌞

      • jedexodus's avatar
        jedexodus
        Joining in

        Thanks for replying Molly, the work was logged as complete earlier today, the speeds dipped again this evening, checking the service shows "Intermittent signal in your area".

        Todays BQM:

         

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    The BQM and your upstream data together suggest oversubscription - too many connections in your local area. If that proves correct they shouldn't have connected yet another user. 

    You certainly need a technician visit, and show them the BQM. But if it's a network problem there will be no quick fix. 

  • @jedexodus,  As said above, your Upstream levels are bad.   

    VM need to sort the HFC / RFoG alignment.  Chances are that others in your area have the same issue.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta

    The thing to watch, in conjunction with the BQM, is that the upstream modulation should be, and stay on, 64QAM.