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therealpitchy
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Unworkably slow upload speed (Hub3 in modem mode)

We have M200 broadband to our house with a new line installed back in late 2021. We had no end of issues with the Hub3 struggling with the number of wifi devices so switched the Hub into modem mode and installed an ASUS router to better handle the LAN.

We've been having increasing levels of poor performance on upload speed. Speed tests frequently come back with c130-150mbps download but 0.01-0.1mbps upload which means that video conferences can only be done if outbound video is off.

Having looked at other threads (apologies if the etiquette is to add to an existing thread), here's the Download and Upload specs from the router (192.168.100.1)

Downstream Bonded channels

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

1139000000-0.938256 qam1
2147000000-0.538256 qam2
3155000000-0.938256 qam3
4163000000-140256 qam4
5171000000-140256 qam5
6179000000-0.938256 qam6
7187000000-0.938256 qam7
8195000000-0.940256 qam8
9203000000-140256 qam9
10211000000-0.740256 qam10
11219000000-0.740256 qam11
12227000000-0.740256 qam12
13235000000-0.740256 qam13
14243000000-0.740256 qam14
15251000000-0.740256 qam15
16259000000-0.540256 qam16
17267000000-0.440256 qam17
18275000000-0.440256 qam18
19283000000040256 qam19
20291000000040256 qam20
212990000000.238256 qam21
223070000000.240256 qam22
233150000000.240256 qam23
243230000000.440256 qam24

 

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

1Locked38.91053369211441056
2Locked38.979259941184447
3Locked38.9138069877590384
4Locked40.31288971313049541
5Locked40.31449524825990
6Locked38.9121324188719249
7Locked38.6115819264346967
8Locked40.314978618955
9Locked40.39889414835
10Locked40.38801511799
11Locked40.38467910814
12Locked40.39190011840
13Locked40.39905812095
14Locked40.39505411871
15Locked40.39600513004
16Locked40.310632016742
17Locked40.317230317575
18Locked40.311729616672
19Locked40.310086014201
20Locked40.39084110840
21Locked38.912297710110
22Locked40.3797467986
23Locked40.9554394693
24Locked40.3460882759

 

Upstream bonded channels

Upstream bonded channels

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

16030000049.3512064 qam1
23940000048512064 qam4
34620000048.3512064 qam3
45370000049512064 qam

2

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0080
2ATDMA0090
3ATDMA0080
4ATDMA00140

 

I set up a BQM...

https://www.thinkbroadband.com/broadband/monitoring/quality/view/3ef02bb75fdaa9aece48cd95f2d967a5f0d...

How can we fix this? Rebooting the modem doesn't seem to do anything.

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Tudor
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Re: Unworkably slow upload speed (Hub3 in modem mode)

You almost certainly need a technician’s visit.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

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


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
jbrennand
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Re: Unworkably slow upload speed (Hub3 in modem mode)

Whilst waiting can you clear the error counts by doing this and see how quickly they return
_________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, 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. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) then as Tudor has set you do have a problem (noise) that only a Tech visit will sort.

--------------------
John
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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.
Natalie_L
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Re: Unworkably slow upload speed (Hub3 in modem mode)

Hi therealpitchy,

 

Welcome to the Community and thank you for getting in touch. 

I am very sorry to hear you have been experiencing issues with your broadband service, we can help to resolve this. 

In order for me to check things from my side, I am going to pop you over a private message to confirm a few details. This message will be available via the purple envelope on the top right of this page. 

Speak soon, 

 

Nat