upload speed is zero and download speed intermittently terrible

[rtooker]

Hi,

My upload speed has been close to zero since Sunday morning and download speed swings between zero and 500Mbps - usually closer to zero - making the internet unusable. 

I spoke to VM last night for almost an hour and got nowhere (restart, reboot, everything had already tried etc.).

I've reset multiple times and taken out of bridge mode to remove Eero mesh from the equation, but always the same issue. 

How can I get this resolved?

Thanks,

Robert

[rtooker]

3.0 Downstream channels

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

40	723000000	15.1	40.4	QAM256	40
12	499000000	15.5	40.4	QAM256	12
10	483000000	15.2	40.9	QAM256	10
11	491000000	15.2	40.9	QAM256	11
13	507000000	15.4	40.9	QAM256	13
14	515000000	15.8	40.4	QAM256	14
15	523000000	16	40.9	QAM256	15
16	531000000	16.4	40.9	QAM256	16
17	539000000	16.3	40.9	QAM256	17
18	547000000	16.4	40.9	QAM256	18
19	555000000	16.3	40.4	QAM256	19
20	563000000	16.3	40.4	QAM256	20
21	571000000	16.4	40.9	QAM256	21
22	579000000	16.3	40.9	QAM256	22
23	587000000	15.9	40.9	QAM256	23
24	595000000	15.8	40.9	QAM256	24
25	603000000	15.8	40.9	QAM256	25
26	611000000	15.9	40.4	QAM256	26
27	619000000	16.1	40.9	QAM256	27
28	627000000	16.3	40.4	QAM256	28
29	635000000	16.4	40.9	QAM256	29
30	643000000	16.3	40.4	QAM256	30
31	651000000	16.2	40.4	QAM256	31
32	659000000	16.2	40.4	QAM256	32
33	667000000	16	40.9	QAM256	33
34	675000000	16	40.9	QAM256	34
35	683000000	15.7	40.4	QAM256	35
36	691000000	15.7	40.9	QAM256	36
37	699000000	15.5	40.4	QAM256	37
38	707000000	15.4	40.4	QAM256	38
39	715000000	15.3	40.9	QAM256	39

3.0 Downstream channels

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

40	Locked	40.366287	0	0
12	Locked	40.366287	0	0
10	Locked	40.946209	0	0
11	Locked	40.946209	0	0
13	Locked	40.946209	0	0
14	Locked	40.366287	0	0
15	Locked	40.946209	0	0
16	Locked	40.946209	0	0
17	Locked	40.946209	0	0
18	Locked	40.946209	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.946209	0	0
22	Locked	40.946209	0	0
23	Locked	40.946209	0	0
24	Locked	40.946209	0	0
25	Locked	40.946209	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.946209	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0
32	Locked	40.366287	0	0
33	Locked	40.946209	0	0
34	Locked	40.946209	0	0
35	Locked	40.366287	0	0
36	Locked	40.946209	0	0
37	Locked	40.366287	0	0
38	Locked	40.366287	0	0
39	Locked	40.946209	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

41

96

4K

1880

QAM4096

728

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

41

Locked

43

14.9

11021092

385

[rtooker]

3.0 Upstream channels

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

1	36600000	36.3	5120 KSym/sec	64QAM	3
2	43100000	36.3	5120 KSym/sec	64QAM	2
3	30100000	36	5120 KSym/sec	64QAM	4
4	49600000	36	5120 KSym/sec	64QAM	1
5	23600000	35.8	5120 KSym/sec	64QAM	9

3.0 Upstream channels

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	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

10

10.4

32.2

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

10

OFDMA

208

53.4

0

0

[Client62]

The VM service desk need to go to Specsavers !

The defect is plain to see in the Downstream Power Levels these are too high at 14.9 to 16.4 dBmV  and should be in the preferred range -7 to 7 dBmV.

An engineer is required to resolve the Downstream over power issue.

Check on local faults automated number 0800 561 0061 - to see if this is just you or a fault is affecting folk around your area.

[rtooker]

Thanks for the reply.

I called the 0800 number - no issues reported.

Should I continue contacting the call centre (who last time said the system wasn’t giving the option to book a technician) or is it possible to get an engineer booked via. this forum?

[Client62]

If the figures have remained the same you do need to book an engineer.

VM Forum Members can take time to respond to these threads  - so here is an idea ...

Find my previous post with comments about the power levels.

Flag it for a moderator and in the comments box put in a polite request for engineer assistance with your service issues.  

It never hurts to ask for help !

[Kath_F]

Hi rtooker, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with your upload speed. 

Taking a look at things this end, we can indeed see that your downstream power levels will need adjusting. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,