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acme15
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Urgent issue - Upload speed zero, unable to work, no help from VM yet!

Hello everyone,

Sorry to have to make a thread like this but I have been unable to work from home using my fiber broadband for the past two days, I have had to upgrade my phone contract to unlimited data so that I can tether to that and work!

My download speed is fluctuating wildly, if I do 5 speed-tests in a row they might come back at 170mb/s, 40mb/s, 12mb/s, 30mb/s, 75mb/s, but for the most part the download part of the connection is still 'usable' 90% of the time.

My upload speed is permanently below 1mb/s, usually hovering between 0.02mb/s and 0.50mb/s.

I have tried all the normal things but to eliminate any doubt I'll list them here:

- Three wireless devices
- Three wired devices
- Three or more network cables
- All network ports on the hub
- Turning the hub off for a few minutes and turning it back on
- Resetting the hub from the admin panel
- Resetting the hub from the pinhole

I phoned Virgin media yesterday and I was told there is a short term issue and they assure me it will be resolved by tomorrow (now today)

I phoned again today, and spoke to someone who told me there is nothing wrong with my equipment, so it must be a network cable, and he will send me one... Upon telling him this is not an acceptable resolution (I had already told him everything I've tried) he said he would raise a complaint and someone will contact be within 36 hours.

I can see these errors on the hub, multiples of each, all from today. The error list is maxxed out:

Critical - No Ranging Response received - T3 time-out
Warning - RCS Partial Service
Critical - SYNC Timing Synchronization failure - Loss of Sync

Any assistance? Other numbers I can try? Any representatives active on the forum who can contact me to offer assistance?

While the 4G does mean I am able to work, it isn't ideal because it is quite sluggish. I am also now paying an extra £10 a month on my phone contract simply because it seems Virgin Media cannot provide the service I pay them for at the moment.



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tehwolf
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Message 2 of 16
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Re: Urgent issue - Upload speed zero, unable to work, no help from VM yet!

set up a BQM once done, locate the "Live Graph" and create a "sharing link" - post that back here. 

next up, browse to your hub on http://192.168.0.1 - don't log in - click on Router Status and copy/paste the tables from Upstream, Downstream and Network Log back to this thread, you'll need to split it across multiple posts..

acme15
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Message 3 of 16
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Re: Urgent issue - Upload speed zero, unable to work, no help from VM yet!

I have also checked that all coaxial connections are done up snugly, just in case someone asks that.

https://i.imgur.com/4VmCfwa.png

Its supposed to be a 100mb connection.


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acme15
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Re: Urgent issue - Upload speed zero, unable to work, no help from VM yet!

OK I will thankyou. Bear with me!

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acme15
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Re: Urgent issue - Upload speed zero, unable to work, no help from VM yet!

Network Log

Time Priority Description

16/02/2021 21:48:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 20:27:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 20:24:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 19:04:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:54:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:51:38noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:48:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:47:17Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:46:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:46:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:38:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:38:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 18:36:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 17:24:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 17:21:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 17:20:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 14:08:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 14:05:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 14:03:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2021 12:28:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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acme15
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Re: Urgent issue - Upload speed zero, unable to work, no help from VM yet!

Downstream bonded channels

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

1138750000338256 qam1
21467500003.238256 qam2
31547500003.538256 qam3
41627500003.938256 qam4
5170750000438256 qam5
61787500004.138256 qam6
71867500004.338256 qam7
81947500004.538256 qam8
92027500004.538256 qam9
102107500004.638256 qam10
112187500004.538256 qam11
122267500004.538256 qam12
132347500004.538256 qam13
142427500004.438256 qam14
152507500004.438256 qam15
162587500004.538256 qam16
172667500004.538256 qam17
182747500004.538256 qam18
192827500004.538256 qam19
202907500004.538256 qam20
212987500004.838256 qam21
223067500004.938256 qam22
23314750000538256 qam23
243227500005.138256 qam24



Downstream bonded channels

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

1Locked38.9135489187983
2Locked38.92241795461
3Locked38.9220668111637
4Locked38.9134687205669
5Locked38.9298734
6Locked38.9146818
7Locked38.61419102
8Locked38.9426132
9Locked38.9133990
10Locked38.6124515
11Locked38.97338
12Locked38.912700
13Locked38.92760
14Locked38.94810
15Locked38.91880
16Locked38.9730
17Locked38.980
18Locked38.980
19Locked38.980
20Locked38.680
21Locked38.670
22Locked38.960
23Locked38.6120
24Locked38.920
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acme15
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Message 7 of 16
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Re: Urgent issue - Upload speed zero, unable to work, no help from VM yet!

Upstream bonded channels

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

15370000049.8512064 qam1
24620000049512064 qam2
33260000049.3512064 qam4
43940002449.5512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0020
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acme15
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Message 8 of 16
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Re: Urgent issue - Upload speed zero, unable to work, no help from VM yet!

And finally the live link. Generated from my Dads computer which is connected directly to the hub. 

I am not using the connection on my own computer because the upload speed means I am unable to work, however he is fine because he just browses. I dont know how it works or if this makes any difference.  

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f445571bec3581352be3323e2ff93b0e12...



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tehwolf
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Message 9 of 16
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Re: Urgent issue - Upload speed zero, unable to work, no help from VM yet!

perfect. it'll take a while for the BQM to populate with anything meaningful.. 

in the meantime though, whilst all of your upstream/downstream power stats look to be in spec, there are a lot of post-rs errors on the downstream.. in addition, the log is showing a lot of RCS partial service message, which indicates a channel drop.. when was the hub last rebooted? Might be worth rebooting again, checking that the error count has reset to 0 and see how quickly they accumulate. 

not sure why this would result in the 0 upload speeds you're seeing if I'm honest - the upstream channels look ok (the power level is at the top end of "normal" but it should be ok..) others who know more about this will, I'm sure comment, and  VM will hopefully stop by in a few days to comment too - suspect if you try to call them they'll take a look at the stats and tell you that everything is OK.. 

acme15
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Message 10 of 16
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Re: Urgent issue - Upload speed zero, unable to work, no help from VM yet!

Thankyou. 🙂

I factory reset it about 3-ish hours ago, I assume that will have rebooted it too? If so, then. If not, yesterday evening.

I will reboot it again now and ensure the numbers reset to zero and then report back probably tomorrow at about 11:30, which is my lunch break.

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