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Another new customer with near 0 upload speed, help

I am another new customer who came from Sky Broadband, I had 10meg upload and came to Virgin for the 20meg upload but my upload is stuck at 1-3meg most of the day which pretty much makes it unusable and unfit for purpose. My download is great, exactly as expected but the upload is near zero. Power levels and Upload statistics indicate nothing is wrong but still stuck on near 0 upload. Its shocking.

Stats posted below.

I have been told my stats and power levels are normal but I am happy to post here for further analysis as this super slow upload is unacceptable.

Area Reference 22. I've tried reboots, a reset, router mode, modem mode, still the Upload is stuck near zero. I get around 1-3meg.

Thanks.

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Re: Another new customer with near 0 upload speed, help

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 10 38 256 qam 1
2 146750000 9.5 38 256 qam 2
3 154750000 9.4 38 256 qam 3
4 162750000 9.5 38 256 qam 4
5 170750000 9.5 38 256 qam 5
6 178750000 9.5 38 256 qam 6
7 186750000 9.4 38 256 qam 7
8 194750000 9.1 38 256 qam 8
9 202750000 8.9 38 256 qam 9
10 210750000 8.5 38 256 qam 10
11 218750000 8.4 38 256 qam 11
12 226750000 8.3 38 256 qam 12
13 234750000 8.5 38 256 qam 13
14 242750000 8.4 38 256 qam 14
15 250750000 8.6 38 256 qam 15
16 258750000 8.8 38 256 qam 16
17 266750000 8.5 38 256 qam 17
18 274750000 8.3 38 256 qam 18
19 282750000 8.3 38 256 qam 19
20 290750000 8.6 40 256 qam 20
21 298750000 9 38 256 qam 21
22 306750000 9 40 256 qam 22
23 314750000 9.1 38 256 qam 23
24 322750000 9 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 5 0
2 Locked 38.9 6 0
3 Locked 38.6 5 0
4 Locked 38.9 5 0
5 Locked 38.9 5 0
6 Locked 38.9 6 0
7 Locked 38.6 4 0
8 Locked 38.9 5 0
9 Locked 38.9 5 0
10 Locked 38.9 5 0
11 Locked 38.9 6 0
12 Locked 38.9 7 0
13 Locked 38.9 6 0
14 Locked 38.6 0 0
15 Locked 38.9 6 0
16 Locked 38.9 4 0
17 Locked 38.9 4 0
18 Locked 38.9 0 0
19 Locked 38.9 5 0
20 Locked 40.3 6 0
21 Locked 38.6 4 0
22 Locked 40.3 5 0
23 Locked 38.9 5 0
24 Locked 38.9 0 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 3.65 5120 64 qam 6
2 46200000 3.675 5120 64 qam 5
3 25800000 3.625 5120 32 qam 8
4 32600000 3.65 5120 64 qam 7

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

Network Log (MAC Hidden for security reasons)

Time Priority Description
25/08/2020 21:33:56 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 21:29:7 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 21:26:24 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 21:10:51 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 21:10:39 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 21:05:51 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 20:55:58 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 06:39:23 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 02:26:15 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 18:38:28 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 16:19:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 10:50:42 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 03:38:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2020 19:15:14 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 09:40:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 00:55:2 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 15:44:6 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 10:27:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 06:33:14 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Anonymous
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Message 3 of 43
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Re: Another new customer with near 0 upload speed, help

The power levels on your downstream channels are quite high (-6 to +10 is in spec).

One of your upstream channels is out of spec on the modulation (Should be 64 qam, however one of them is 32 qam).

This requires further investigation by VM.

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 3.65 5120 64 qam 6
2 46200000 3.675 5120 64 qam 5
3 25800000 3.625 5120 32 qam 8
4 32600000 3.65 5120 64 qam 7

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VirgNet
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Message 4 of 43
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Re: Another new customer with near 0 upload speed, help

When I spoke to Virgin guy he said power levels are fine so please help, I don't know what the out of spec upload stat means but everything on my end I've checked a 100x so it must be a problem on Virgin's side. What is the next step?

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Anonymous
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Message 5 of 43
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Re: Another new customer with near 0 upload speed, help


@VirgNet wrote:

When I spoke to Virgin guy he said power levels are fine so please help, I don't know what the out of spec upload stat means but everything on my end I've checked a 100x so it must be a problem on Virgin's side. What is the next step?


One of your channels is clearly out of spec, based on the values I just mentioned, even if it's intermittent.

A VM staff member should reply on here, however it can take a day or two depending on active threads.

One other thing you can do is create a BQM here, which will show us and VM the quality of your line over a period of time.

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Message 6 of 43
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Re: Another new customer with near 0 upload speed, help

I've registered on their site created a BQM. What do I put here? How do I add it here?
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Anonymous
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Message 7 of 43
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Re: Another new customer with near 0 upload speed, help

There is an option to share a live graph.

You can copy and paste the link in here.

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Message 8 of 43
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Re: Another new customer with near 0 upload speed, help

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Anonymous
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Message 9 of 43
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Re: Another new customer with near 0 upload speed, help

The second link works!

Keep in mind the graph starts when you create it, which is the reason why I said we'll need to wait till at least tomorrow to see the results.

It doesn't effect your internet connection btw.

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Message 10 of 43
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Re: Another new customer with near 0 upload speed, help

So after 24hours of monitoring this, you will respond as to the 32 QAM on upload channel 3 causing my near zero upload?
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