Low upload speed

[Daniel_C]

I've recently upgraded to the M200 package, and got the Superhub 3 just over a month ago. All working well for the first few weeks, had an area outage last month but apart from that pretty good. Download speed usually 219 and Upload 20mbps.

However since yesterday I've done tests using different websites the upload speed has dropped to 2-3mpbs and barely gets over 5. Download is still the same though, and I've done router reboots too. Same result. I've also tested with another machine and still the same low upload speed. On my phone and iPad via Wi-fi it barely gets over 1mpbs and that's sitting in front of my router.

I spoke to a VM tech yesterday and they suspected one of the wi-fi devices connected (2 smartphones 2 iPads) could be uploading something large and taking up bandwidth, but we switched off wi-fi for all those and just did my PC via ethernet. No improvement.

There's also a Wi-fi extender adaptor that runs from the hub, which goes into the detached garage at the back of my garden, but I cant imagine its this causing low upload as nothing's connected to it when I'm testing in the house.

I do video calling stuff for my work so the upload speed is the one I am keeping an eye on. I can just about get by with 3-4mpbs but it makes my video a bit laggy for a few seconds. 

Is it VM's issue or is this something I can fix? I think I've tried each possible troubleshooting scenario.

[newapollo]

Hi @Daniel_C 

You should post your router stats here for the learned members to check what the problem is and offer assistance.

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

Don't login, instead below there click on Check Router Status

From the Router Status” page copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. 

You could also set up a BQM monitor  at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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

[Daniel_C]

Downstream bonded channels

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

1	331000000	13.8	38	256 qam	25
2	203000000	13	37	256 qam	9
3	211000000	13	37	256 qam	10
4	219000000	13.1	37	256 qam	11
5	227000000	13.3	37	256 qam	12
6	235000000	13.1	37	256 qam	13
7	243000000	12.9	37	256 qam	14
8	251000000	12.8	37	256 qam	15
9	259000000	12.9	37	256 qam	16
10	267000000	12.8	37	256 qam	17
11	275000000	12.5	37	256 qam	18
12	283000000	12.1	37	256 qam	19
13	291000000	11.5	38	256 qam	20
14	299000000	11.5	38	256 qam	21
15	307000000	12	38	256 qam	22
16	315000000	12.8	38	256 qam	23
17	323000000	13.3	38	256 qam	24
18	339000000	14	38	256 qam	26
19	347000000	14	38	256 qam	27
20	355000000	14	38	256 qam	28
21	363000000	14	38	256 qam	29
22	371000000	14	40	256 qam	30
23	379000000	14	38	256 qam	31
24	387000000	14.1	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	7	0
2	Locked	37.3	19	0
3	Locked	37.3	16	0
4	Locked	37.6	7	0
5	Locked	37.6	27	0
6	Locked	37.6	9	0
7	Locked	37.6	8	0
8	Locked	37.3	10	0
9	Locked	37.3	37	0
10	Locked	37.6	15	0
11	Locked	37.6	11	0
12	Locked	37.6	12	0
13	Locked	38.6	24	0
14	Locked	38.9	13	0
15	Locked	38.6	13	0
16	Locked	38.9	11	0
17	Locked	38.9	8	0
18	Locked	38.6	8	0
19	Locked	38.9	12	0
20	Locked	38.9	9	0
21	Locked	38.9	7	0
22	Locked	40.3	11	0
23	Locked	38.9	6	0
24	Locked	38.9	13	0

[Daniel_C]

Upstream bonded channels

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

1	25798984	38.8	5120	16 qam	6
2	46200107	38.3	5120	64 qam	3
3	39399976	38.3	5120	64 qam	4
4	32600102	38.3	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	93	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Daniel_C]

Network Log

Time Priority Description

05/12/2021 16:09:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2021 16:07:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2021 16:06:47	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2021 14:53:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2021 11:21:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2021 18:22:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 23:21:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 14:10:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2021 11:21:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2021 11:13:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2021 23:21:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 11:43:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2021 11:21:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2021 03:33:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2021 23:21:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2021 10:31:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2021 11:21:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2021 18:18:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 23:21:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2021 05:26:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Daniel_C]

I did the test on my kit in myvirginmedia as well and its saying there's a network issue that could be affecting the service, maybe a signal-to-noise ratio. I think this is linked with interference with the cabling going into my home.

[Adduxi]

You Downstream is too high and your T3’s are horrendous. Need a technician to sort out. 

[Daniel_C]

Possibly due to the network issue in the area? Or more the cabling to my house?

[Tudor]

Probably not your cable. Keep a watch on the local issue, VM will not despatch any technicians to users addresses until it is fixed and even then you need to report the problem anew. 

Check with Area faults on  www.virginmedia.com/servicechecker or 0800 561 0061 If you have a VM landline 150

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[danouk]

I have exactly the same issue. Nothing changed my side but Upload has dropped to 2-3mb from 20mb in the last few days.

My SH3 is in Modem Mode and my wireless devices I can see all activity on with the app, so there isn't any device uploading a lot my side. My speed test is at the wireless router level.

When I login to VM it says all is dandy in my area, but when I continue to test equipment then says there is an issue in my area.

So you're not alone!