0.28mbps upload??

[nickpeyon]

I think last week I got notified that internet in my area would be somwhat affected due to maitanance. Then I was notified that maintanance was over and i kept getting disconnected afterwards. So I restarted my router and internet went back to normal. Or so I thought. I was getting quite high latency in games and I wasnt sure what it was about, as I could still watch YouTube just fine. Well, today I tried to upload a small video to Youtube and it took 30 minutes. I ran a speed test and realized that even down Download speed is normal, my upload speed is extremely slow.

My postcode is TW19 7EU if that helps at all. I'm not sure what else to do, as my computer is connected to the router via a cable and i have already reset it.

[nickpeyon]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 3.2 40 256 qam 9
2 211000000 3.2 40 256 qam 10
3 219000000 3 40 256 qam 11
4 227000000 2.7 40 256 qam 12
5 235000000 2.5 40 256 qam 13
6 243000000 2.4 40 256 qam 14
7 251000000 2.2 40 256 qam 15
8 259000000 1.9 40 256 qam 16
9 267000000 1.5 40 256 qam 17
10 275000000 1.4 40 256 qam 18
11 283000000 1.2 40 256 qam 19
12 291000000 1 40 256 qam 20
13 299000000 1.2 40 256 qam 21
14 307000000 1.4 40 256 qam 22
15 315000000 1.5 40 256 qam 23
16 323000000 1.5 40 256 qam 24
17 331000000 1.7 40 256 qam 25
18 339000000 1.7 40 256 qam 26
19 347000000 1.9 40 256 qam 27
20 355000000 1.7 40 256 qam 28
21 363000000 1.7 40 256 qam 29
22 371000000 1.7 40 256 qam 30
23 379000000 1.5 38 256 qam 31
24 387000000 1.5 40 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 70 0
2 Locked 40.3 74 0
3 Locked 40.9 116 0
4 Locked 40.3 98 0
5 Locked 40.9 147 0
6 Locked 40.3 157 0
7 Locked 40.9 171 0
8 Locked 40.3 175 0
9 Locked 40.3 239 0
10 Locked 40.3 291 0
11 Locked 40.3 375 0
12 Locked 40.3 438 0
13 Locked 40.3 418 0
14 Locked 40.9 469 0
15 Locked 40.3 367 0
16 Locked 40.3 303 0
17 Locked 40.3 260 0
18 Locked 40.9 207 0
19 Locked 40.3 168 0
20 Locked 40.3 222 0
21 Locked 40.3 176 0
22 Locked 40.3 185 0
23 Locked 38.9 188 0
24 Locked 40.3 253 0

[nickpeyon]

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60299947 40.5 5120 16 qam 1
2 39399857 39.8 5120 16 qam 4
3 53699960 40.5 5120 16 qam 2
4 46199751 40.3 5120 16 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 98 0
2 ATDMA 0 0 33 0
3 ATDMA 0 0 28 0
4 ATDMA 0 0 21 0

[PRFergy66]

Your upstream stats are way off.

The QAM should be 64.

You  need a visit from VM.

I'm sure someone more knowing will give you the details.

[nickpeyon]

I have never changed any of the settings. It was working fine until last week and then all of a sudden, it wasnt anymore. All i did was remove the power cable n then connect it back on. do i need to request an engineer to come over?

[nickpeyon]

ok, so i decided to reset the router. the upload speed is now down to 0.08mbps
this isnt acceptable, whats going on?

[jbrennand]

Set up a BQM as below.

Also in case the issue is still ongoing or recurred,  check for any known issues - try the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

Try the reset again - this way - it sometimes needs a couple of tries.
________________________________

Note that a pinhole reset on a Hub3/4 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).
Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible If not – DON’T DO IT !
With the Hub switched "on", disconnect any ethernet connections (leave the co-ax connected) and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub

See if that sorts it.
____________________

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[nickpeyon]

Hi jbrennand

Thank you for the reply. So here's an update on the situation:

Check Service Status: Conflicting messages. Clicking there, sends me to a new page telling me there's no know issue. Clicking on Run Test comes back with 

Network issue

We have detected an issue on our network which maybe affecting your broadband service.

What does this mean?

• This is impacting multiple customers in your area.
• This will cause intermittent speeds and performance may vary at times.

Dialing the Phone Number: Conflicting messages. They tell me there's an issue in my area and for updates n more information, to push 1 and get and sms. The sms sends me to another page telling me there r no issues in my area but i can run a test if i want to. Running the test it tells me theres an issue and i need to book an engineer.

Resetting the router: As instructed by you, today around 11am, I removed the ethernet cable n I pushed the reset button for over 90 seconds. Went out for groceries and came back (20-30 minutes later) and reconnected the ethernet cable. Did a speed test on the computer and on the wifi with my phone. Both of them showed me my speed was normal (as per my plan) for download but very slow upload still (lower than 0.2 mbs on both wifi and ethernet).

“offlsite” - “Broadband Quality Monitor”: Again, as instructed I set this up last night. Here's the result so far: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/79c54319251ec0af3a11eb256df8d0ee09f3a385

Extra Info: Last night, at some point, the upload speed, for a few minutes, went back to normal, as the video I was uploading on YouTube suddenly finished and I was able to do a couple more really quick until it went back to extremely slow speeds. This probably means the problem isnt here in my house?

What's next? now, that's all done, what else do you suggest me to do?

Thank you for your help, it's much appreciated.

[nickpeyon]

Today I was able to talk to a live agent, after a very very long waiting time. This is what he/she told me:

"Nicolas the Issue is in the Area and this is been notified to us. Our Engineer is already working to get this fixed and the Issue will be resolved on 22/10/2021. I am also raising a complaint on the Account so this will be raised on priority."

I asked if i should request an engineer to have a look at the agent said: "I'm afraid they will not be able to do it before the 22nd, as there is outage in the Area the appointment will be automatically cancelled. The best I can do is also leave a note on the Account with regard to the compensation along with the complaint."

They did a maintanance in my area and the internet was down on thursday 14/10/21. Since then, the internet kept getting disconnected. Since Saturday 16/10/21 and they will try to have it fixed almost a week later, on 22/10/21. It is really annoying for somebody who needs to upload video content all the time... 😞

[Hayley_S]

Hello @nickpeyon,

I am sorry for the inconvenience caused with the area outage.

Our engineers will be doing everything possible to get this fixed.

Many thanks,