Menu
Reply
Clarklebee
  • 10
  • 0
  • 0
Joining in
524 Views
Message 1 of 12
Flag for a moderator

0.00mbps upload speeds: SE London

Hi all,

Just wanted to post here and flag an issue, as it's currently not showing on the service status landing page:

I'm in SE4, London (service area 21), and have had zero upload speeds (downloads of 103mbps, uploads showing as 0.00-0.03mbps on multiple speed tests) as of at least yesterday afternoon, which from googling seems identical to a fault that occurred in Watford back in May of this year.

My Virgin Media page is still showing no known issues (as of 8.12am), but when you run a test the following is returned:

We have detected an issue that maybe affecting your broadband

What does this mean?

  • This issue is caused by interference on our network impacting multiple customers in your area.
  • This will cause intermittent speeds and performance may vary at different times.
  • Our Network teams are aware of this issue and further details on resolution will be available as soon as possible.

Service status line returns the message: "We're sorry that you're still having intermittent problems with your broadband service in the [postcode area], our engineers are working hard to fix this as soon as possible, however, as this is a really complex issue it's taking us a little longer than usual."

I mostly just wanted to flag it up and confirm that there's actually an issue logged/engineers are indeed aware, rather than a generic message being returned, and also to check if there's a predicted fix time yet, as the CS line isn't currently responding.

 

Just in case, to cover the basics - I have checked on multiple devices (wired and wireless), checked all connections and made sure they're finger tight, no issue with cable exit from property, hub 3.0 has been rebooted multiple times, including a pinhole reset. Data logs taken just before posting this are included below, on the off chance it's confined to my property and an engineer visit is needed.

Cheers!

Clark

0 Kudos
Reply
Clarklebee
  • 10
  • 0
  • 0
Joining in
523 Views
Message 2 of 12
Flag for a moderator

Re: 0.00mbps upload speeds: SE London

Downstream bonded channels

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

14027500005.140256 qam25
21867500007.540256 qam7
31947500007.440256 qam8
42027500007.140256 qam9
5210750000740256 qam10
6218750000740256 qam11
72267500006.940256 qam12
82347500006.840256 qam13
92427500006.640256 qam14
102507500006.340256 qam15
112587500006.540256 qam16
122667500006.440256 qam17
132747500006.140256 qam18
14282750000640256 qam19
15290750000540256 qam20
162987500004.440256 qam21
173067500004.540256 qam22
18314750000540256 qam23
193227500005.440256 qam24
20410750000540256 qam26
214187500005.140256 qam27
224267500004.940256 qam28
234347500004.840256 qam29
244427500004.640256 qam30



Downstream bonded channels

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

1Locked40.360
2Locked40.350
3Locked40.960
4Locked40.950
5Locked40.950
6Locked40.950
7Locked40.950
8Locked40.940
9Locked40.350
10Locked40.900
11Locked40.370
12Locked40.950
13Locked40.950
14Locked40.380
15Locked40.360
16Locked40.350
17Locked40.930
18Locked40.3130
19Locked40.950
20Locked40.350
21Locked40.340
22Locked40.300
23Locked40.350
24Locked40.360

 

0 Kudos
Reply
Clarklebee
  • 10
  • 0
  • 0
Joining in
521 Views
Message 3 of 12
Flag for a moderator

Re: 0.00mbps upload speeds: SE London

Upstream bonded channels

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

1394002183.85512016 qam9
2461996383.925512016 qam8
3537003444512016 qam7
4325999143.825512016 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

22/09/2020 06:51:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 06:50:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 19:26:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 19:25:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 19:07:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 19:00:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:58:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:58:4noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:54:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:54:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:52:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:51:12Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:44:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:44:13criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:38:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:37:56criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:37:56ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:16:8Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:12:0criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Clarklebee
  • 10
  • 0
  • 0
Joining in
496 Views
Message 4 of 12
Flag for a moderator

Re: 0.00mbps upload speeds: SE London

To update on this - upload speeds reverted back to normal at around 10.50am - now clocking 10mbps and upstream modulation back to 64 on all 4 channels. 

I’ve got a BQM going, and I’ll post if there’s any further long-lasting blips, just in case. 

0 Kudos
Reply
Clarklebee
  • 10
  • 0
  • 0
Joining in
478 Views
Message 5 of 12
Flag for a moderator

Re: 0.00mbps upload speeds: SE London

Problem has reappeared at pretty much the same time it did yesterday - 4.50pm - since which upload speeds have declined from 10mbps to 0.00mbps, with drops in modulation from 64 qam on all four channels to the below:

Upstream bonded channels

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

1394001933.875512016 qam9
2461998513.95512016 qam8
3537001964.004512032 qam7
4325988843.825512016 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
Link to broadband quality monitoring graph from today:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/0447be49a3a046f2fe6c7f2217e7df76e3125848-22-09-2020

 

0 Kudos
Reply
Clarklebee
  • 10
  • 0
  • 0
Joining in
474 Views
Message 6 of 12
Flag for a moderator

Re: 0.00mbps upload speeds: SE London

If I could get a confirmation as to whether there's a logged issue for the SE4 / New Cross area of South London and an estimated fix time, that would be much appreciated, as currently it's still not appearing as a service fault on My Service Status until you run a test on the line, and then it's simply showing as "an intermittent fault in your area".

0 Kudos
Reply
Clarklebee
  • 10
  • 0
  • 0
Joining in
446 Views
Message 7 of 12
Flag for a moderator

Re: 0.00mbps upload speeds: SE London

BQM from the last 24 hours - the upload speeds have reverted to normal again pretty much on the dot at 11am this morning, so the pattern seems to be upload speeds down to 0 from 5pm-11am, with drops of upstream modulation to 16 aqm on all 4 channels, reverting to 64 (which they're currently at) between 11am and 5pm:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/38c7c5153f65757eb2626c4cafe802c397...

0 Kudos
Reply
Clarklebee
  • 10
  • 0
  • 0
Joining in
354 Views
Message 8 of 12
Flag for a moderator

Re: 0.00mbps upload speeds: SE London

This is still ongoing, over a week with the issue and zero response here or from the text line - the CS line just take you through the basic restarting of the router, and the automated line states an intermittent problem is being worked on, but is very complex, and as the broadband is unusable for 75% of the day I'd say that's more than intermittent. Service status page states no known issues, but returns an intermittent fault response when running a test on the line).

Please could I get a response regarding a predicted fix time, and a fault reference.

Current BQM results: https://www.thinkbroadband.com/broadband/monitoring/quality/share/a59d7c72246071ab3c4b701f2e03dd94a6...

0 Kudos
Reply
Clarklebee
  • 10
  • 0
  • 0
Joining in
261 Views
Message 9 of 12
Flag for a moderator

Re: 0.00mbps upload speeds: SE London

Still no change, still no response from VM on any front - upload speeds and upstream channels collapsing on the dot at 4.45pm every day - 40% packet loss on ping tests, broadband effectively unfit for purpose until 11am the next morning, so unusable for 75% of the time, and unable to claim on it because no fault is showing on the system until you run a test on the line or call the automated fault line which provides zero information on the nature of the fault.

Just for continuity's sake, while whistling into the wind, here's today's BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0a0744cf28bb6da4857a7fbdba1bd94614...

0 Kudos
Reply
Paul_DN
  • 6.29K
  • 360
  • 653
Forum Team
Forum Team
197 Views
Message 10 of 12
Flag for a moderator

Re: 0.00mbps upload speeds: SE London

Hi Clarklebee,

 

Thank you for reaching out to us in our community, I am sorry to hear you have been having issues with your internet connection, I have had a look today my end and cannot see any issues at all, your levels are all exactly where they should be, there was an area issue which was fixed on 30/09/20.

 

Regards

 

Paul.

0 Kudos
Reply