Menu
Reply
Lezus
  • 4
  • 0
  • 0
Joining in
392 Views
Message 1 of 8
Flag for a moderator

3 days in a row at 10pm til 10am my upload has hit as low as 0.02

Hey all,

I've very rarely had much issue with my virgin media in the time i've been a member but recently (the last 3 days) at 10pm on the dot my upload has dropped so low that its impacted my ability to even use the service till 10am the next day. Here is an example screenshot of the speed test i performed 2 days ago. https://i.imgur.com/UGVymrR.png 

UGVymrR

I've tried everything to check if it is my network at home that is at fault and after going through the gambit of resets, ffactory resets, checking tplinks, checking cables and checking everything else i've come to think that it's a fault on virgin's end. However when i do a line check to check if the internet is busted it comes up all fine.

I need the internet to do my job and the fact it doesnt come back to what i would say is a usuable state till 10am is really impacting my customer satisfaction with this product as well as my home work life.

Any help here would be appreciated!

0 Kudos
Reply
DJ_Shadow1966
  • 6.65K
  • 1.28K
  • 1.81K
Very Insightful Person
Very Insightful Person
382 Views
Message 2 of 8
Flag for a moderator

Re: 3 days in a row at 10pm til 10am my upload has hit as low as 0.02

Hello
Thank for joining in on the forum, we will try the best to get your issue resolved.

How are you doing the speedtest is it either wired or wireless, wired is always the best option. If wired can you please do the following :-

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amount of data to the hub asking if it still on.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Lezus
  • 4
  • 0
  • 0
Joining in
377 Views
Message 3 of 8
Flag for a moderator

Re: 3 days in a row at 10pm til 10am my upload has hit as low as 0.02

Thanks for the reply

All cables are hand tight and i've checked them numerous times during the last few days

Here are the states requested

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)138750000146750000154750000162750000170750000178750000186750000194750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-3.53-4.12-4.96-4.99-5.18-5.70-6.48-6.61
RxMER (dB)37.3637.3637.0937.0937.6437.0936.8436.84
Pre RS Errors
46313873940662301300312353
Post RS Errors
278302302290295293301331

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID1324
Frequency (Hz)46200000326000003940000053700000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)45.5444.7945.0445.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0010
T4 Timeouts0000

 

Configuration

General Configuration

Network AccessAllowed
Maximum Number of CPEs1
Baseline PrivacyEnabled
DOCSIS ModeEuroDOCSIS 3.0
Config File 

Primary Downstream Service Flow

SFID150890
Max Traffic Rate230000061 bps
Max Traffic Burst42600 bytes
Min Traffic Rate0 bps

Primary Upstream Service Flow

SFID150889
Max Traffic Rate22000061 bps
Max Traffic Burst42600 bytes
Min Traffic Rate0 bps
Max Concatenated Burst42600 bytes
Scheduling TypeBest Effort

 

Network logs

Network Log

First TimeLast TimePriorityError NumberDescription
11/09/2020 21:32:15 GMT11/09/2020 21:32:15 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 07:44:17 GMT11/09/2020 07:44:17 GMTError (4)68010302DHCP WAN IP - 86.7.203.134
11/09/2020 07:43:09 GMT11/09/2020 07:43:09 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
11/09/2020 05:37:27 GMT11/09/2020 05:37:27 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:37:26 GMT11/09/2020 05:37:26 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:37:24 GMT11/09/2020 05:37:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:37:23 GMT11/09/2020 05:37:23 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:37:22 GMT11/09/2020 05:37:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:35:27 GMT11/09/2020 05:35:27 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:32:27 GMT11/09/2020 05:32:27 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:31:37 GMT11/09/2020 05:31:37 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:30:32 GMT11/09/2020 05:30:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:29:42 GMT11/09/2020 05:29:42 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:28:36 GMT11/09/2020 05:28:36 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:26:41 GMT11/09/2020 05:26:41 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:23:59 GMT11/09/2020 05:23:59 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:20:58 GMT11/09/2020 05:20:58 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:09:32 GMT11/09/2020 05:09:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
11/09/2020 05:06:52 GMT11/09/2020 05:06:52 GMTCritical (3)82000200No Ranging Response received - T3 time-out
0 Kudos
Reply
DJ_Shadow1966
  • 6.65K
  • 1.28K
  • 1.81K
Very Insightful Person
Very Insightful Person
368 Views
Message 4 of 8
Flag for a moderator

Re: 3 days in a row at 10pm til 10am my upload has hit as low as 0.02

Hello

Thank you  for the stats, looking at the downstream your power levels are too low on some channels, this is also showing in the logs as the number of T3 errors in a short period of time.

The only person who can resolve this is an engineer as you have already checked all the cables.

I have escalated to the VM forum team, one of the VM staff will be along in this thread to resolve it for you.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Lezus
  • 4
  • 0
  • 0
Joining in
362 Views
Message 5 of 8
Flag for a moderator

Re: 3 days in a row at 10pm til 10am my upload has hit as low as 0.02

Okay. Thank you for your help

0 Kudos
Reply
Chris_W1
  • 3.62K
  • 160
  • 211
Forum Team
Forum Team
332 Views
Message 6 of 8
Flag for a moderator

Re: 3 days in a row at 10pm til 10am my upload has hit as low as 0.02

Hi Lezus, thanks for the message, I will send you a private message to look in to this further for you. Chris. 

0 Kudos
Reply
Lezus
  • 4
  • 0
  • 0
Joining in
330 Views
Message 7 of 8
Flag for a moderator

Re: 3 days in a row at 10pm til 10am my upload has hit as low as 0.02

Thanks chris, i await your contact

0 Kudos
Reply
Chris_W1
  • 3.62K
  • 160
  • 211
Forum Team
Forum Team
297 Views
Message 8 of 8
Flag for a moderator

Re: 3 days in a row at 10pm til 10am my upload has hit as low as 0.02

Hi Lezus, please let us know how it goes and hopefully we are able to resolve this. Chris 

0 Kudos
Reply