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KITTYTIEL
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Inconsistent Upload Speeds at certain hours..

Hi all

I am hoping you can help. I work as a fulltime streamer.

It seems as of October 1st my upload speed from 6pm appears to be capped? It drops consistently after this time.Every ~10 seconds or so it drops 3000kb/s which you can imagine does not make for a pleasant viewing experience.

As a result of this I am currently unable to even begin my work day. I stream from 6:30pm until around 3am six days per week. I have attempted to contact Virgin several times by telephone but am yet to speak to a human-being.

I am connected by ethernet, the router is actually located in my office, I have attempted many restarts of the router and even a factory reset or 3.. I have even ensured no one else is using the internet in the house, including mobile phones. I have checked my streaming software with great detail to ensure no settings are astray.

Any suggestions to fix this will be greatly appreciated.

Thanks

Sam

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Anonymous
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Message 2 of 11
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Re: Inconsistent Upload Speeds at certain hours..

VM don't cap/throttle speeds.

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

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KITTYTIEL
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Re: Inconsistent Upload Speeds at certain hours..

Sure, please see below:

BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7d0d134eee21497fe9911030d065a14871...

Please note I am talking about upload speeds, not download, I am unsure if this site tracks upload as I cannot see any activity~

Downstream bonded channels

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

13947500005.440256 qam29
22027500005.840256 qam9
32107500007.140256 qam10
42187500007.440256 qam11
52267500007.140256 qam12
6234750000740256 qam13
72427500006.640256 qam14
82507500006.540256 qam15
9258750000640256 qam16
102667500006.340256 qam17
112747500006.340256 qam18
122827500005.840256 qam19
13290750000640256 qam20
14298750000640256 qam21
153067500005.640256 qam22
16314750000640256 qam23
17322750000640256 qam24
183307500005.940256 qam25
193707500005.440256 qam26
203787500005.540256 qam27
213867500005.140256 qam28
224027500005.340256 qam30
23410750000540256 qam31
244187500004.940256 qam32



Downstream bonded channels

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

1Locked40.960
2Locked40.390
3Locked40.900
4Locked40.950
5Locked40.360
6Locked40.940
7Locked40.360
8Locked40.940
9Locked40.300
10Locked40.950
11Locked40.960
12Locked40.900
13Locked40.3120
14Locked40.960
15Locked40.960
16Locked40.360
17Locked40.940
18Locked40.900
19Locked40.350
20Locked40.3130
21Locked40.340
22Locked40.350
23Locked40.360
24Locked40.950

 

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KITTYTIEL
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Re: Inconsistent Upload Speeds at certain hours..

Upstream bonded channels

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

1258000003.575512064 qam4
2325999883.575512064 qam3
3393999743.575512064 qam2
4462000123.725512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

07/10/2020 17:33:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 17:27:37Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 13:05:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2020 01:37:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 18:58:7noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 18:58:7ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 04:57:14ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 04:23:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 14:56:25ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 03:17:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 08:10:31noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 08:10:31ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 06:48:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 06:31:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 02:40:55ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 02:19:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 10:12:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2020 15:09:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 01:39:8noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 01:39:8ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Message 5 of 11
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Re: Inconsistent Upload Speeds at certain hours..

Your upstream power levels are low, but in spec. Other stats look 'ok' (Occasional network status errors are nothing to be concerned about).

The BQM shows the quality of your line, not specifically upstream or downstream.

So far I can see packet loss, however we'll need to leave it to mature.

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KITTYTIEL
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Message 6 of 11
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Re: Inconsistent Upload Speeds at certain hours..

Ok thanks a lot. Is there anything I can do in attempt for a normal stream tomorrow?

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Anonymous
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Message 7 of 11
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Re: Inconsistent Upload Speeds at certain hours..

It's out of your control unfortunately.

If there is a problem an engineer visit may be required.

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KITTYTIEL
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Message 8 of 11
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Re: Inconsistent Upload Speeds at certain hours..

Guys.. I streamed again last night, persistent upload drops all night long. It's honestly unbearable at this point. I amended my whole sleep schedule to stream during the day as drops don't happen in the daytime but last night I HAD to stream at my normal hours (6pm-2am) because most of my viewerbase is from the US.

Drops similar to this were happening all night: https://clips.twitch.tv/HyperCuteBaguetteTTours

I'd just like to stress once again that this is my fulltime job, it's how I earn my living. I really need some help please. It's urgent.

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Andrew-G
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Message 9 of 11
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Re: Inconsistent Upload Speeds at certain hours..

If it is how you earn your living, you might want to look at swapping to VM Business connection, as it is generally believed that has better provisions for fault fixing.  A further thought is (depending on how much is at stake) is that anybody dependent upon an internet connection should pay the £30 or so a month for a 38 Mbps Openreach ISP package as a backup.  You might even find that the Openreach connection is more robust, and more than fast enough for your streaming needs.

I had a look at the hub status data you posted, and I concur with @Anonymous that there's nothing obviously wrong.  What did strike me about your BQM was that it looks somewhat like evening "over-utilisation" where the local VM network is marginally running out of capacity, and that causes slowdowns and disconnects.  That's only a guess on my part, but if that's correct, then (a) VM may not recognise it as a fault because it's evening only and looks (by their standards) marginal, and (b) it normally takes a VERY long time for VM to fix these types of issue.  So an Openreach line may still be the answer.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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KITTYTIEL
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Message 10 of 11
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Re: Inconsistent Upload Speeds at certain hours..

I understand. I've already contacted VM Business regarding this. I looked into some other lines too.

I'm just astounded at how difficult it is to request an engineer visit, as a paying customer for over 2 years now I'm pretty sure I've never had an engineer visit prior other than for the installation. If a customer has a problem, why is it so hard to even request someone to even consider looking at a possible resolution.

After 1 hour 30 on the phone earlier and having to get my partner to speak to the gentleman on the phone (as he was so rude and talking over me) we finally have an engineers visit planned for tomorrow... Wish me luck!