very slow upload speed

[joeeverton]

Hello,

New to this board but long time virgin media customer.

I have just started a new job and my internet connection is making video calls impossible.

Over the last few weeks I have been getting very low upload speeds and am basically unable to have work meetings which is VERY awkward!

I have the M200 fibre package but am seeing upload speeds around 0.5 Mbps while download is hitting 200+ Mbps. I am connected to the hub 3 via ethernet cable.

Spent 2 hours on hold already and still not got through to anyone so posting here as well as I need a solution for this issue as soon as possible.

I reset the hub this morning as I seem to have to do most days. I can't say I fully understand the data on the hub page but I seem to have lots of RS errors. Including full data here for reference:

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	138750000	-3.7	36	256 qam	1
2	146750000	-3	37	256 qam	2
3	154750000	-3	37	256 qam	3
4	162750000	-3	37	256 qam	4
5	170750000	-3	38	256 qam	5
6	178750000	-3.2	37	256 qam	6
7	186750000	-3.5	38	256 qam	7
8	194750000	-3.7	37	256 qam	8
9	202750000	-4.4	37	256 qam	9
10	210750000	-5	37	256 qam	10
11	218750000	-5.4	37	256 qam	11
12	226750000	-5.9	37	256 qam	12
13	234750000	-6.2	37	256 qam	13
14	242750000	-5.7	37	256 qam	14
15	250750000	-5	37	256 qam	15
16	258750000	-5.2	37	256 qam	16
17	266750000	-4.7	37	256 qam	17
18	274750000	-4.7	37	256 qam	18
19	282750000	-5	37	256 qam	19
20	290750000	-5.2	37	256 qam	20
21	298750000	-5.2	37	256 qam	21
22	306750000	-5.4	37	256 qam	22
23	314750000	-5.2	37	256 qam	23
24	322750000	-5	37	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.6	96806	71677
2	Locked	37.3	2667	0
3	Locked	37.6	137	0
4	Locked	37.6	78	0
5	Locked	38.9	122	0
6	Locked	37.6	142	0
7	Locked	38.6	176	0
8	Locked	38.6	82	0
9	Locked	37.6	76	0
10	Locked	37.6	22	0
11	Locked	37.6	11	0
12	Locked	37.6	6	0
13	Locked	37.6	2	0
14	Locked	37.3	6	0
15	Locked	37.3	6	0
16	Locked	37.6	1	0
17	Locked	37.6	6	0
18	Locked	37.3	6	0
19	Locked	37.6	5	0
20	Locked	37.3	4	0
21	Locked	37.6	17	0
22	Locked	37.6	5	0
23	Locked	37.6	4	0
24	Locked	37.3	6	0

There were multiple T3 timeouts in the stats prior to the latest reboot but these get reset with the reboot.

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

1	39400000	47.8	5120	64 qam	2
2	46200000	48	5120	64 qam	1
3	25800000	47.5	5120	64 qam	4
4	32600000	47.5	5120	64 qam	3

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

I have just setup a monitor having seen other people with issues do similar:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/86a8a2df7359246b3bc7d0bff0311f0440ddf572

[lotharmat]

There's a downstream channel with too low power!

I'd postulate that you need an engineer visit to raise the power levels up somewhat as you have a few postRS errors.

[Zach_R]

Hi @joeeverton,

Thank you for your post and welcome to our community forums. We're here to help.

I'm very sorry to hear that you've been having some connection issues recently. Thank you for sharing the data that you have so far along with the BQM, it's very helpful.

From what I can see on the BQM, there's been some notable downtime today. Have you performed a reboot and/or unplugged the router at all, or is this part of the issues that you've been experiencing?

Thanks,


 

[joeeverton]

thanks for the replies @lotharmat and @Zach_R

I just had a Virgin engineer here who has installed a new router and fixed the patch in the box where someone had split off our port apparently.

Here is my new monitor now the ip has changed:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4f20514ceccec7c6aed0571d2d3000ed5c...

Hopefully I will see a consistent improvement now. 

Power levels are boosted but I am still seeing RS errors.I don't really know what these are (neither did the engineer it seems) but generally my connection seems better. I would be interested to know if I should be concerned about the RS errors.

Downstream bonded channels

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

1	138750000	1.5	37	256 qam	1
2	146750000	2	37	256 qam	2
3	154750000	1.9	37	256 qam	3
4	162750000	1.7	38	256 qam	4
5	170750000	1.7	38	256 qam	5
6	178750000	1.7	38	256 qam	6
7	186750000	1.2	38	256 qam	7
8	194750000	1	37	256 qam	8
9	202750000	0.4	37	256 qam	9
10	210750000	0	37	256 qam	10
11	218750000	-0.5	38	256 qam	11
12	226750000	-1.2	37	256 qam	12
13	234750000	-1.5	37	256 qam	13
14	242750000	-0.9	37	256 qam	14
15	250750000	-0.4	38	256 qam	15
16	258750000	-0.4	37	256 qam	16
17	266750000	0	37	256 qam	17
18	274750000	-0.2	37	256 qam	18
19	282750000	0	37	256 qam	19
20	290750000	-0.4	37	256 qam	20
21	298750000	-0.5	37	256 qam	21
22	306750000	-0.5	37	256 qam	22
23	314750000	-0.5	38	256 qam	23
24	322750000	-0.4	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	85	137
2	Locked	37.6	80	89
3	Locked	37.6	99	58
4	Locked	38.6	94	72
5	Locked	38.6	98	59
6	Locked	38.6	68	53
7	Locked	38.9	57	54
8	Locked	37.6	66	42
9	Locked	37.6	67	27
10	Locked	37.6	67	32
11	Locked	38.6	219	24
12	Locked	37.3	58	380
13	Locked	38.6	71	0
14	Locked	37.6	68	0
15	Locked	38.6	75	0
16	Locked	37.6	67	0
17	Locked	37.6	72	1
18	Locked	37.6	73	0
19	Locked	37.6	68	0
20	Locked	37.3	64	4
21	Locked	37.6	68	3
22	Locked	37.6	47	23
23	Locked	38.6	62	6
24	Locked	37.6	67	16

[lotharmat]

The PostRS errors could be a problem and the engineer should know about them!!!!

They can be caused by noise ingress into the circuit and can cause connections to drop sporadically!

Keep your eye on them and check hourly to see the rate of increase!

You may need a different engineer............

Incidentally - what's your upstream and log looking like?

[joeeverton]

Yes the engineer seemed pretty new...

Here is the upstream log:

Upstream bonded channels

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

1	39400000	43.5	5120	64 qam	2
2	46200000	43.8	5120	64 qam	1
3	25800000	43	5120	64 qam	4
4	32600000	43.3	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

The T3 timeouts seem to be gone for now at least.

[joeeverton]

I am still getting some large spikes in the BQM but the dropped packets is gone so far. 

[lotharmat]

Ok.. Keep your eye on it and the BQM (looks a bit spiky but may settle down!)

If the postRS errors keep climbing - you could run into disconnects!

[Steven_L]

Sorry to hear that you're having issues with your connection at the moment @joeeverton.

I can take a further look into your account but would need to do this by private message, so that we can clear account security and confirm your details.

I will drop the private message over in a moment, so that we can get it sorted for you.

Thanks
Steven_L
 

[joeeverton]

Hi Steven_L I have replied to your private message. 

Getting some dropped packets again today. Also RS errors seem to be back with a vengeance along with a few timeouts.

Downstream bonded channels

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

1	138750000	-0.7	36	256 qam	1
2	146750000	-0.2	37	256 qam	2
3	154750000	-0.5	37	256 qam	3
4	162750000	-0.7	37	256 qam	4
5	170750000	-1	37	256 qam	5
6	178750000	-0.7	37	256 qam	6
7	186750000	-1	37	256 qam	7
8	194750000	-1.2	37	256 qam	8
9	202750000	-1.9	37	256 qam	9
10	210750000	-2.5	37	256 qam	10
11	218750000	-3.2	37	256 qam	11
12	226750000	-3.4	37	256 qam	12
13	234750000	-3.2	37	256 qam	13
14	242750000	-3.2	37	256 qam	14
15	250750000	-2.7	37	256 qam	15
16	258750000	-3	37	256 qam	16
17	266750000	-2.5	37	256 qam	17
18	274750000	-2.9	37	256 qam	18
19	282750000	-3	37	256 qam	19
20	290750000	-3	37	256 qam	20
21	298750000	-3.5	37	256 qam	21
22	306750000	-3.5	37	256 qam	22
23	314750000	-3.2	37	256 qam	23
24	322750000	-3.2	37	256 qam	24

Downstream bonded channels

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

1	Locked	36.6	484770	453864
2	Locked	37.6	253182	37332
3	Locked	37.6	83710	23299
4	Locked	37.6	73119	26891
5	Locked	37.6	76929	15404
6	Locked	37.3	69399	16232
7	Locked	37.6	86891	13363
8	Locked	37.6	55230	22505
9	Locked	37.6	58570	21415
10	Locked	37.3	45455	4296
11	Locked	37.3	47337	4339
12	Locked	37.6	70130	14960
13	Locked	37.6	64619	13765
14	Locked	37.3	36608	2979
15	Locked	37.3	23195	1556
16	Locked	37.6	26037	1207
17	Locked	37.6	18061	601
18	Locked	37.3	36729	2054
19	Locked	37.6	26486	1646
20	Locked	37.3	14325	1200
21	Locked	37.6	14998	547
22	Locked	37.3	9232	115
23	Locked	37.6	11267	227
24	Locked	37.6	15493	234

Upstream bonded channels

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

1	39400068	45.3	5120	64 qam	2
2	46200000	45.8	5120	64 qam	1
3	25800068	44.5	5120	64 qam	4
4	32600092	45	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	2	0