Unstable upload when streaming, problems in local area?

[Ashikun]

Hi all,

My download connection is fine, but I'm getting unstable and slow upload (which I see as bursts of dropped frames during streaming to Twitch), which seem to get worse the more I upload.

Some details:

• Hub3, M250, broadband only.
• On-Hub3 network diagnostics tool gets to about 22% and then abruptly logs me out.
• As with this previous issue I'm receiving 'Looks like there are issues in your postcode affecting your services. There’s a broadband issue in your area and our technicians are on the case to fix things. Check back here at any time for updates.' every time I check the postcode status tool, but, despite me checking back repeatedly for one or two months, there has never been any sign of updates.
• Router status log shows cycles of 'Unicast Maintenance Ranging attempted - No response', 'No Ranging Response received - T3 time-out', and 'Ranging Request Retries exhausted' happening around the time I last tried streaming.
• Speedtests show mixed results; sometimes I get the whole 200-250 down/20ish up I'd expect, and sometimes the upstream hits around 5 and then struggles immensely.
• Happens with wifi enabled and disabled; I'm using a USB to cat5 to hub3.
• Started a few months into moving in and roughly coincided with upgrading my machine to macOS Ventura. If it wasn't for the speedtests and Virgin claiming there are postcode issues I'd have presumed an issue at my end.
• When I first moved in, the box into which the hub cable connects (whose name eludes me!) had been painted over by the previous occupant, and I had to clean the paint out of the coax connector before connecting the hub. As it seemed to work, I presumed there was no issue.
• I don't know DOCSIS, so I'll replicate the bits of my Hub3 status page that look vaguely relevant in the hope that they're useful (had to strip table formatting to get the message to post):

Downstream bonded channels

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

1 338750000 12.1 38 256 qam 26

2 202750000 12.5 40 256 qam 9

3 210750000 12.1 40 256 qam 10

4 218750000 12.1 40 256 qam 11

5 226750000 12.4 40 256 qam 12

6 234750000 12.1 40 256 qam 13

7 242750000 11.5 40 256 qam 14

8 250750000 11 40 256 qam 15

9 258750000 10.6 40 256 qam 16

10 266750000 10 38 256 qam 17

11 274750000 9 40 256 qam 18

12 282750000 10 38 256 qam 19

13 290750000 11.1 40 256 qam 20

14 298750000 11.9 38 256 qam 21

15 306750000 12.1 40 256 qam 22

16 314750000 12.1 40 256 qam 23

17 322750000 12.1 40 256 qam 24

18 330750000 11.9 40 256 qam 25

19 346750000 12.6 40 256 qam 27

20 354750000 12.8 40 256 qam 28

21 362750000 12.5 40 256 qam 29

22 370750000 12 40 256 qam 30

23 378750000 12.1 40 256 qam 31

24 386750000 12 40 256 qam 32

Downstream bonded channels

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

1 Locked 38.9 518 0

2 Locked 40.3 151 0

3 Locked 40.3 157 0

4 Locked 40.3 164 0

5 Locked 40.3 159 0

6 Locked 40.3 187 0

7 Locked 40.3 314 0

8 Locked 40.3 486 0

9 Locked 40.9 594 0

10 Locked 38.9 851 0

11 Locked 40.3 1424 0

12 Locked 38.6 719 0

13 Locked 40.3 394 0

14 Locked 38.9 309 0

15 Locked 40.3 255 0

16 Locked 40.3 475 0

17 Locked 40.9 298 0

18 Locked 40.3 291 0

19 Locked 40.3 555 0

20 Locked 40.3 148 0

21 Locked 40.3 148 0

22 Locked 40.3 154 0

23 Locked 40.3 151 0

24 Locked 40.3 193 0

Upstream bonded channels

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

1 23600000 37.8 5120 64 qam 11

2 43100243 38 5120 64 qam 6

3 36600136 38 5120 64 qam 7

4 30100332 38 5120 64 qam 8

5 49600104 38.5 5120 64 qam 5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 15339 0

2 ATDMA 0 0 2 0

3 ATDMA 0 0 2124 0

4 ATDMA 0 0 14067 0

5 ATDMA 0 0 3 0

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID 53008

Max Traffic Rate 287500061

Max Traffic Burst 42600

Min Traffic Rate 0

Primary Upstream Service Flow

SFID 53007

Max Traffic Rate 27500061

Max Traffic Burst 42600

Min Traffic Rate 0

Max Concatenated Burst 42600

Scheduling Type BestEffort

[Reece_MH]

Hi Ashikun,

Thanks for your post, and a warm welcome to our Community Forums.

I'm sorry to hear you're having problems with your Upload speeds when streaming through platforms such as Twitch. I've had a look at things on our side and can see that there is currently a known problem in your area, which is most likely causing these sudden drops. The fault information is as follows:

Fault Type: SNR (Signal-To-Noise) - You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent.
Fault Reference: F010232700
Estimated Fix Date: December 22nd by 3PM

Please do let us know if you're still experiencing issues after 3PM tomorrow and we can look into this further.

Thanks,

[Client62]

Down Stream Power levels look high ( -7 to + 7 ) is normal, re-check that once the local service fault is resolved.

Using Firefox browser our Hub 3 aborts the Network diagnostic tool on every attempt,  but it works fine in the Edge browser & completes the test.