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ben780
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Upload speed very slow

Hi there - I seem to have an issue that others have had, but it doesn't seem to be something that I can fix myself through the forums. We have the 500MBs broadband, and depending on distance to the router I usually got approx 250MB download and 50MB upload per speedtest. 

Last week I started noticing some issues, intermittent upload outages and then overall broadband outages. On Saturday I can see long periods with 100% package loss, and today (Monday) it's just unbearable. I work from home, as does my wife, which is why we got such a high powered package in the first place. 

It really feels like something has changed, some local fault or something. 

Here are some router stats that I've seen people sharing: 

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

234750000

0.7

36

256 qam

13

2

242750000

0.7

36

256 qam

14

3

250750000

1

36

256 qam

15

4

258750000

1.2

36

256 qam

16

5

266750000

1.7

36

256 qam

17

6

274750000

2.4

36

256 qam

18

7

282750000

2.5

37

256 qam

19

8

290750000

2.2

36

256 qam

20

9

298750000

2.5

36

256 qam

21

10

306750000

3

37

256 qam

22

11

314750000

3.2

37

256 qam

23

12

322750000

3.2

37

256 qam

24

13

330750000

3.7

37

256 qam

25

14

338750000

4

37

256 qam

26

15

346750000

3.5

37

256 qam

27

16

354750000

3.4

37

256 qam

28

17

362750000

3.5

37

256 qam

29

18

370750000

3.5

37

256 qam

30

19

378750000

3.2

37

256 qam

31

20

386750000

3.4

37

256 qam

32

21

394750000

3.7

37

256 qam

34

22

402750000

3.4

36

256 qam

35

23

410750000

3.4

37

256 qam

36

24

418750000

4

37

256 qam

37


Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

36.6

199

241

2

Locked

36.6

176

229

3

Locked

36.6

169

166

4

Locked

36.6

163

161

5

Locked

36.3

136

197

6

Locked

36.6

164

175

7

Locked

37.3

155

167

8

Locked

36.6

166

157

9

Locked

36.3

149

170

10

Locked

37.3

168

151

11

Locked

37.3

146

149

12

Locked

37.6

132

157

13

Locked

37.3

151

152

14

Locked

37.3

145

152

15

Locked

37.3

131

157

16

Locked

37.3

134

144

17

Locked

37.3

148

142

18

Locked

37.3

132

144

19

Locked

37.6

141

146

20

Locked

37.3

131

137

21

Locked

37.3

127

139

22

Locked

36.6

127

139

23

Locked

37.3

131

141

24

Locked

37.3

118

130

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

25799089

50.7

5120

16 qam

6

2

39400334

50.7

5120

16 qam

4

3

46200532

50.5

5120

16 qam

3

4

32599567

50.7

5120

16 qam

5



Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

21

0

2

ATDMA

0

0

5

0

3

ATDMA

0

0

8

0

4

ATDMA

0

0

8

0

 

Modulation at 16qam seems an issue?

I've noticed something new on my iPhone though, with a warning about encrypted DNS settings on the browser, that I'd not seen before, creating a privacy warning. But that might be something completely different. 

I use a mesh to help get coverage to other parts of the house (Orbi), and there are some devices (Playstation, catflap monitor) that were connected to the router, but I've taken them off and the problem persists. Obviously I've checked cables, done resets and used the VM diagnostic tools, all to no avail.

Help please! 

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ben780
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Re: Upload speed very slow

Here's the Broadband Quality Monitor: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/24bc50cc34d585515f86088514f2ae0cda...

 All the data loss packages. 😱

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jbrennand
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Re: Upload speed very slow

Thats a dreadful BQM! Have you checked first for any “known network faults”

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

--------------------
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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ben780
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Thanks - I've been checking the link quite regularly. Earlier it said no issues, an hour or two ago it suggested there might be an issue. I called the line, that said there was an issue 'and it's more complicated so taking longer to fix'. I got the text messages with specific link to issue status ... which says there's no issue. 

I'm not really sure what I've learnt from it, but my internet still doesn't work, and my BQM further resembles a scene from a budget horror film. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/24bc50cc34d585515f86088514f2ae0cda...

 

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jbrennand
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Re: Upload speed very slow

The 0800 number gives the most reliable info. So nothing to be done until it gets fixed. Note all VM fix times are at best "guesstimates". Might be sooner or may take longer.

--------------------
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.
ben780
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Re: Upload speed very slow

Thanks John. No changes yet, it's still a big red mess in BQM. 😭

I've tried the phone line a few times, but no indication on when a fix might be ready. Anyone from VM able to give more of an update? 

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Zak_M
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Re: Upload speed very slow

Good morning @ben780

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you are experiencing these issues. 

 

I have managed to take a look over things from here & you are currently suffering an outage, the estimated time of fix is for today (08/02/22) at 16:00. 

 

Kind regards,

Zak_M

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ben780
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Re: Upload speed very slow

Thanks Zak. Hope that estimated fix time is true! 

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Nathan_B
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Re: Upload speed very slow

Hi @ben780

thanks for your patience with this issue. I have checked our systems for an update on this known issue and unfortunately it does look like the estimated fix time has now been moved to 9am tomorrow(11/02/22).

Apologies for any inconvenience caused by this, rest assured the team will be working to get this resolved asap.

Regards

Nathan

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