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Coffers1
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Almost 0 Upload, Random download speed

Hey Everyone, 

Looking for some help to try an avoid the standard frustrating call with Virgin.  I have a 350mb service based in Walthamstow(E17/Lea Bridge E10) but since late last week have been getting between 20mb and 150mb with almost ZERO upload.  It ruined a final interview I had on Microsoft teams on Friday as I had to switch to 5g and a whatsapp video call.  

I have an Orbi connected to a Hub 3.  The Orbi is showing green all over so no issues there and nothing has changed.

After a 10 min switch off of both hub and Orbi, I logged in to the Hub and saw this message.  Any help to decipher it?

26/04/2021 15:05:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0

 

These are the most recent logs.

Upstream bonded channels

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

12579927452512016 qam8
23939989252512016 qam6
33260014152512016 qam7
44619989752512016 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0070
3ATDMA00220
4ATDMA0000

 

Again, any help to solve the issue or improve the stability of the service would be gratefully received.

Thanks

Matt

 

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Re: Almost 0 Upload, Random download speed

*Added Downstream 

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

12027500000.237256 qam9
2210750000-0.237256 qam10
3218750000-0.437256 qam11
4226750000-0.237256 qam12
5234750000-0.737256 qam13
6242750000-0.537256 qam14
7250750000-0.237256 qam15
8258750000-0.737256 qam16
9266750000-0.737256 qam17
10274750000-0.737256 qam18
11282750000-1.237256 qam19
12290750000-0.937256 qam20
13298750000-0.737256 qam21
14306750000-0.937256 qam22
15314750000-0.237256 qam23
16322750000-0.537256 qam24
17330750000-0.737256 qam25
18370750000-1.237256 qam26
19378750000-137256 qam27
20386750000-137256 qam28
21394750000-1.737256 qam29
22402750000-1.537256 qam30
23410750000-137256 qam31
24418750000-237256 qam32



Downstream bonded channels

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

1Locked37.600
2Locked37.300
3Locked37.360
4Locked37.600
5Locked37.600
6Locked37.340
7Locked37.650
8Locked37.370
9Locked37.350
10Locked37.350
11Locked37.300
12Locked37.3150
13Locked37.310
14Locked37.300
15Locked37.3160
16Locked37.300
17Locked37.300
18Locked37.300
19Locked37.370
20Locked37.300
21Locked37.300
22Locked37.640
23Locked37.600
24Locked37.310
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jbrennand
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Re: Almost 0 Upload, Random download speed

Up channels are not looking good. All on low power and at 16qam multiple T3 dropouts. Do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.


Might also be worth a pinhole reset on the Hub first and see if that helps.

Make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time.

Then see if things look more normal on the Up channels. If not post up the full network logs and If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Coffers1
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Re: Almost 0 Upload, Random download speed

Thanks for your advice John.  I have done as you have suggested.  I have allowed the ping on my Orbi so now have a BQM running so will up date the post with the graph in 24 hours.  

I checked the networks status a moment ago and saw:

Downstream bonded channels

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

1402750000-1.237256 qam30
22027500000.537256 qam9
3210750000-0.237256 qam10
4218750000-0.237256 qam11
5226750000037256 qam12
6234750000-0.537256 qam13
7242750000-0.237256 qam14
8250750000-0.237256 qam15
9258750000-0.537256 qam16
10266750000-0.537256 qam17
11274750000-0.537256 qam18
12282750000-136256 qam19
13290750000-0.737256 qam20
14298750000-0.537256 qam21
15306750000-0.737256 qam22
16314750000037256 qam23
17322750000-0.437256 qam24
18330750000-0.537256 qam25
19370750000-137256 qam26
20378750000-0.737256 qam27
21386750000-0.937256 qam28
22394750000-1.537256 qam29
23410750000-0.737256 qam31
24418750000-1.736256 qam32


Downstream bonded channels

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

1Locked37.3240
2Locked37.610
3Locked37.380
4Locked37.390
5Locked37.6120
6Locked37.380
7Locked37.3110
8Locked37.3110
9Locked37.3140
10Locked37.380
11Locked37.6100
12Locked36.6230
13Locked37.3140
14Locked37.6100
15Locked37.3320
16Locked37.6260
17Locked37.3120
18Locked37.3150
19Locked37.3100
20Locked37.3150
21Locked37.3190
22Locked37.3210
23Locked37.3320
24Locked36.6370

  Upstream bonded channels

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

13940000051512064 qam6
23260091252512016 qam7
34620000051512064 qam5
42579967851512064 qam8

 

First time I have had any upload speed at all for days. 

  Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00720
2ATDMA00910
3ATDMA0000
4ATDMA0000

 

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Re: Almost 0 Upload, Random download speed

Still not great I will ask VM to come here and take a look

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Zak_M
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Re: Almost 0 Upload, Random download speed

Good morning @Coffers1 

 

Welcome back to the forums and thank you for taking the time to post. 

 

I have tried to locate your account via the forums but Can't seem to locate it,  not a problem I will pop you over a PM so that I can get some account information.

 

Kind regards,

Zak_M

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Coffers1
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Re: Almost 0 Upload, Random download speed

BQM as of 10am, 27 Apr

Screenshot 2021-04-27 at 10.07.53.png

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Re: Almost 0 Upload, Random download speed

Screenshot 2021-04-28 at 10.13.21.png

 

Spoke with the call centre..they said there is an outage hat will not be fixed till at least 3 May.  Looks like this is going to be an all too familiar saga. Not picked up by the VM online tests and different to the info i received yday that it would be fixed by 4pm.

Periods last night and early this morning where the upload got to 30mb again so its not a complete outage / fault.  I will make the assumption for now until I am told or proved otherwise that this is just too many users online during the day.  Therefore screwed until I can cancel in March.

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Re: Almost 0 Upload, Random download speed

What did Zak have to say in the PM to you?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Sasha_W
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Re: Almost 0 Upload, Random download speed

Hi @Coffers1

 

Thanks for posting back on here. 

From looking at previous conversations, I can see that Zak has explained everything to you over PM and gave you a heads up that the fault could be pushed back if it not fixed by the estimated fix time. 

 

I do appreciate this is not ideal at all, but I can assure you that our team are working on this and are looking to get it fixed ASAP. I can appreciate this  may not be the outcome you want to hear but our engineers are working hard to get this sorted for you. 

 

If you have any further issues, please do let me know and more than happy to help. 

 

Thanks 

Sasha - Forum Team


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