Useable connection since planned outage, with <0.1 Mbps upload speed

[rsherhod]

There was a planned outage yesterday in area 31 and ever since then my cable connection has been basically unusable.

My download speeds are fine, although tests take a long time to start. My upload speeds are around (and often less than) 0.1 Mbps. The consequence is that a lot of stuff times out, and video (even voice) calls are out of the question. This behaviour can easily be explained by the graph below:

Just been on the phone to support, and they can't see a problem. We went through the usual nonsense of "maybe websites are slow to load because lots of people are using them", and switching to VM's own router instead of mine. Of course it made no difference. The support script seems to focus entirely on download speeds and completely ignores upload.

It's been escalated, and I have a ticket number. I'm posting this here to a) vent a bit and b) be able to point to this graph (and complaint) in the future.

[rsherhod]

Router logs:

Downstream:

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
38	435000000	4.5	38.6	QAM256	38
8	195000000	4.9	39	QAM256	8
9	203000000	4.6	39	QAM256	9
10	211000000	4.6	39	QAM256	10
11	219000000	4	39	QAM256	11
12	227000000	2.9	38.6	QAM256	12
13	235000000	2.3	39	QAM256	13
14	243000000	3.4	39	QAM256	14
15	251000000	4	38.6	QAM256	15
16	259000000	4.2	38.6	QAM256	16
17	267000000	4.1	38.6	QAM256	17
18	275000000	4.2	38.6	QAM256	18
19	283000000	4.5	39	QAM256	19
20	291000000	5.5	38.6	QAM256	20
21	299000000	5.7	39	QAM256	21
22	307000000	6.2	38.6	QAM256	22
23	315000000	7	38.6	QAM256	23
24	323000000	7.4	39	QAM256	24
25	331000000	5.7	39	QAM256	25
26	339000000	4.4	39	QAM256	26
27	347000000	4.3	39	QAM256	27
28	355000000	4.6	39	QAM256	28
29	363000000	4.7	38.6	QAM256	29
30	371000000	4.3	39	QAM256	30
31	379000000	4.4	39	QAM256	31
32	387000000	4.6	39	QAM256	32
33	395000000	5	39	QAM256	33
34	403000000	4.9	38.6	QAM256	34
35	411000000	5	39	QAM256	35
36	419000000	5.4	39	QAM256	36
37	427000000	4.7	39	QAM256	37

Channel	Lock Status	RxMER (dB)	Pre RS Errors	Post RS Errors
38	Locked	38.605377	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.605377	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	0	0
18	Locked	38.605377	0	0
19	Locked	38.983261	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	0	0
23	Locked	38.605377	0	0
24	Locked	38.983261	0	0
25	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.983261	0	0
33	Locked	38.983261	0	0
34	Locked	38.605377	0	0
35	Locked	38.983261	0	0
36	Locked	38.983261	0	0
37	Locked	38.983261	0	0

[rsherhod]

Upstream:

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	36600000	46	5120 KSym/sec	64QAM	3
2	30100000	45.8	5120 KSym/sec	64QAM	4
3	43100000	46.3	5120 KSym/sec	64QAM	2
4	23600000	45.8	5120 KSym/sec	64QAM	9
5	49600000	46.8	5120 KSym/sec	64QAM	1

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	2	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

[rsherhod]

Just realised the ping chart I originally posted is a live one, rather than static. This is a static one for right now.

[rsherhod]

And here's my current hub logs.

Time	Priority	Description
Tue 18/10/2022 18:35:48	5	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 19/10/2022 02:03:17	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 19/10/2022 17:28:51	5	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 20/10/2022 04:22:16	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/10/2022 16:31:14	5	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 23/10/2022 16:22:17	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 23/10/2022 17:13:56	5	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 24/10/2022 00:47:41	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/10/2022 09:03:06	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/10/2022 09:03:10	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/10/2022 09:06:01	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:36	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:36	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:50	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:50	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:18	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:44	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:45	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/10/2022 10:35:26	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/10/2022 12:12:44	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/10/2022 12:12:58	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:02:48	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:03:12	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/10/2022 17:06:37	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/10/2022 19:13:12	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:36	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:36	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/10/2022 19:54:14	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 26/10/2022 20:12:37	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:37	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:37	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[rsherhod]

I'm so annoyed and Virgin Media. I spoke to a second (and admittedly much better) support agent yesterday evening and I at least have an engineer booked. However, I have to wait until next Thursday and I very much doubt they'll be able to do anything to resolve this. Hopefully they can at least confirm that it is definitely an upstream problem.

I also genuinely don't understand how VM's own diagnostics can't detect a problem like this, when third party tools like the thinkbroadband.com monitor clearly show my connection is a mess. What are they even testing for?!

[Ilyas_Y]

Hey @rsherhod, thanks for the reply on the forums.

I'm sorry to see the issues with the connection.
I do apologise that no one had noticed this, I've had a look on the system and a reading couldn't even be made.
Looking at the graphs - this definitely does require an engineer appointment.
Let's see how it goes Thursday with the appointment.

Kind regards,
Ilyas.

[rsherhod]

Thank you for looking into this and acknowledging that there's definitely a problem.

Do you know if I'll be able to claim some form of compensation for this lost connection. I have had to use my mobile phone as a wifi hotspot and I've already burned through a data top up, just doing video calls for work.

[Gareth_L]

Hello rsherhod,

Just a quick message to see how todays visit went?

What did the Technician advise?

How are things looking now?

Gareth_L