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hxr012
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Message 1 of 17
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Extremely slow upload speeds

I've been having extremely slow upload speeds for months and no one on virgin medias helpline seems to know what they're doing. After multiple technician visits and phone calls, nothing has been sorted. Was hoping someone on here could help me out. Thanks

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jbrennand
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Message 2 of 17
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Re: Extremely slow upload speeds

Lets see the connection data - can you do this...
___________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return.

If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log in just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page.

Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
___________________________
Also, If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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, 1 WiFi, 1 on PA) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On 250Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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hxr012
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Message 3 of 17
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Re: Extremely slow upload speeds

Downstream bonded channels

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

1331000000740256 qam25
22030000006.340256 qam9
32110000006.140256 qam10
42190000006.340256 qam11
52270000005.940256 qam12
6235000000640256 qam13
7243000000640256 qam14
82510000005.940256 qam15
9259000000640256 qam16
102670000006.440256 qam17
112750000006.440256 qam18
122830000006.440256 qam19
132910000006.840256 qam20
14299000000740256 qam21
153070000007.140256 qam22
16315000000740256 qam23
173230000007.140256 qam24
18339000000740256 qam26
193470000006.540256 qam27
203550000005.840256 qam28
213630000005.540256 qam29
223710000004.840256 qam30
233790000005.640256 qam31
24387000000640256 qam32



Downstream bonded channels

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

1Locked40.350
2Locked40.940
3Locked40.340
4Locked40.960
5Locked40.350
6Locked40.350
7Locked40.360
8Locked40.300
9Locked40.350
10Locked40.340
11Locked40.350
12Locked40.900
13Locked40.350
14Locked40.340
15Locked40.350
16Locked40.9160
17Locked40.9170
18Locked40.370
19Locked40.360
20Locked40.310
21Locked40.350
22Locked40.370
23Locked40.3100
24Locked40.31

0

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Message 4 of 17
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Re: Extremely slow upload speeds

Upstream bonded channels

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

13660000037.5512064 qam3
24310000037.5512064 qam2
33010000037.3512064 qam7
44960000037.8512032 qam1
52360001537512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00300
2ATDMA00280
3ATDMA00320
4ATDMA00370
5ATDMA00370
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Re: Extremely slow upload speeds

Network Log

Time Priority Description

08/02/2023 16:42:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:41:55criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:41:55criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:40:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:40:5criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:40:5criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:39:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:15:45criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:11:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:11:50criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:11:50criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:11:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:11:21criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:11:21criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:10:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:10:43criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 16:10:43criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 15:34:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 15:34:35criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2023 15:34:35criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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hxr012
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Message 6 of 17
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Re: Extremely slow upload speeds

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jbrennand
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Message 7 of 17
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Re: Extremely slow upload speeds

OK - BQM is poor. Only obvious issue (to me) showing in the stats is one of the Up QAM's dropping to 32 QAM and lots of T3 errors. I think that's where you issue lays and will need a Tech visit to investigate.

All you can do meantime is to try a pinhole reset of the Hub as per.....

Frst make sure the 2 passwords on the Hub sticker are still there and legible first ! With the Hub still "switched on" throughout, press the reset pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker so log in and change them back to what they were/should be.

Check if the Up QAM's are now all 64 - if they are let it run and see if it stays that way. If not call in for a Tech visit to address that issue


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 1 WiFi, 1 on PA) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On 250Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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hxr012
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Message 8 of 17
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Re: Extremely slow upload speeds

Thanks for the tip. Done the pinned reset and the channel showing as 32 qam has switched to 64 qam as shown. Will keep an eye on it and keep you updated if it reverts or the problems persist.

Upstream bonded channels

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

12360000037.4512064 qam9
23010000037.8512064 qam7
34960000038512064 qam1
43660000037.8512064 qam3
54310000038512064 qam2
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jbrennand
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Message 9 of 17
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Re: Extremely slow upload speeds

Monitor the T3 errors. The odd one every day or two is normal but several a day and in succession is bad.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 1 WiFi, 1 on PA) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On 250Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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hxr012
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Message 10 of 17
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Re: Extremely slow upload speeds

Well if you thought one channel on 32qam was bad... 

Upstream bonded channels

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

12360083937.1512016 qam9
23009887837.5512016 qam7
34959965338512016 qam1
43659945437.7512016 qam3
54310051237.7512016 qam2

.

qam numbers constantly fluctuate and since copying the table a few minutes ago, they've gone back to "normal".

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0030
3ATDMA0000
4ATDMA0020
5ATDMA0050

 

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