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samanguo
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Intermittent Connection especially slow upload speed

Hi, I am new to this forum and hope someone could help with this. Recently, about a week ago, when the kids start doing the homeschooling via the team calls, we experienced very bad internet connection. I tried to factory reset the hub million times, bought a new router, re-connect the cables million times too, but there is no joy! 

I am on the M350 contract, but during the day, when kids on the teams call and I work on my computer, the internet is supper slow, test multi times and the download speed is just about 20mb/s - 30mb/s and the upload speed is just around 1Mb! That is very painful and the kids' virtual class and my works are interrupted every few mins!!!

Can anyone look at my internet readings in followings and suggest whether it is the issue with in-house equip or I need to call the engineer to fix it. 

Downstream:

(dBmV) Modul Channel ID
1 443000000 -7.7 38 256 qam 37
2 251000000 -5.7 38 256 qam 15
3 259000000 -6.4 38 256 qam 16
4 267000000 -6.9 38 256 qam 17
5 275000000 -6 38 256 qam 18
6 283000000 -4.9 38 256 qam 19
7 291000000 -4.5 38 256 qam 20
8 299000000 -4.4 38 256 qam 21
9 307000000 -4.5 38 256 qam 22
10 315000000 -5.2 38 256 qam 23
11 323000000 -5.5 38 256 qam 24
12 347000000 -6 38 256 qam 25
13 355000000 -5.7 38 256 qam 26
14 363000000 -6 38 256 qam 27
15 371000000 -5.5 38 256 qam 28
16 379000000 -5.5 38 256 qam 29
17 387000000 -6 38 256 qam 30
18 395000000 -6.5 38 256 qam 31
19 403000000 -7.4 38 256 qam 32
20 411000000 -8.2 37 256 qam 33
21 419000000 -8.2 37 256 qam 34
22 427000000 -8.2 37 256 qam 35
23 435000000 -8 37 256 qam 36
24 451000000 -7.2 38 256 qam 38


Downstream bonded channels
Channel Locked
Status RxMER(dB) Pre RS Errors Post RS Errors
1 Locked 38.6 5 0
2 Locked 38.6 0 0
3 Locked 38.9 5 0
4 Locked 38.6 0 0
5 Locked 38.6 0 0
6 Locked 38.6 5 0
7 Locked 38.9 4 0
8 Locked 38.9 4 0
9 Locked 38.9 22 0
10 Locked 38.9 0 0
11 Locked 38.9 3 0
12 Locked 38.6 12 0
13 Locked 38.9 4 0
14 Locked 38.6 0 0
15 Locked 38.9 4 0
16 Locked 38.6 5 0
17 Locked 38.6 5 0
18 Locked 38.9 5 0
19 Locked 38.6 0 0
20 Locked 37.3 0 0
21 Locked 37.6 5 0
22 Locked 37.6 0 0
23 Locked 37.6 0 0
24 Locked 38.6 0 0

Upstream-

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 43.8 5120 32 qam 6
2 32599966 45.3 5120 64 qam 5
3 39400065 45.8 5120 64 qam 4
4 46200080 46.3 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 2 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

 

Network log:

Network Log
Time Priority Description
15/01/2021 14:47:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:47:25 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:33:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:22:56 critical Received 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;
15/01/2021 14:22:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:22:27 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:21:9 critical Received 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;
15/01/2021 14:19:28 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:19:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:19:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:19:22 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:19:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:19:9 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:19:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:18:52 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:18:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:18:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:18:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:18:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 14:18:45 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Many thanks!

 

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gary_dexter
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Re: Intermittent Connection especially slow upload speed

Your downstream levels are too low.

Is there an attenuator fitted to the back of the hub?


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samanguo
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Re: Intermittent Connection especially slow upload speed

Hi, thanks for the prompt reply. I am not sure about the attenuator fitted or now, I could not see anything is fitted to the back of the hub. Only one crox-cable and one ethernet cable connected to the Hub. 

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samanguo
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Re: Intermittent Connection especially slow upload speed

Would you recommend to contact Virgin and ask for the engineer to fix it? the number 150 never worked anymore, dont know what to do.
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gary_dexter
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Re: Intermittent Connection especially slow upload speed

Yes you’ll need an engineer. You can either call or wait 5-10 days for a forum rep to reply here 


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samanguo
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Re: Intermittent Connection especially slow upload speed

Thanks for the advice. I may have to wait for 5-10days for a form rep to help as non of the 150 or 0345 number is working at the moment!
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jbrennand
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Re: Intermittent Connection especially slow upload speed

The numbers work but calling early (08.00 Mon-Sat 09.00 Sun) is the best time to call any VM number to get through quickly

--------------------
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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gary_dexter
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Re: Intermittent Connection especially slow upload speed

The number works fine. 


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