02-08-2021 11:04 - edited 02-08-2021 11:11
I'm on the M500 package and the download speed and upload speed usually sit around 530Mbps down and 35Mbps up – but today the upload speed is struggling to hit 2Mbps and is impacting the remote connection to the office PC. Download speed is as high as usual.
Rebooted the Virgin Hub4 router (used in modem mode) and the Netgear XR500 router with no improvement.
Service status page says no issues in the area, but when I run a test it says there is an issue in the area and to monitor the status page (which again says there's no issue when I click the link). Stuck in an infinite check loop!
Any suggestion?
Area: 20
on 02-08-2021 11:06
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 330750000 | 0.000000 | 38.983261 | QAM256 | 25 |
1 | 138750000 | 2.099998 | 38.983261 | QAM256 | 1 |
2 | 146750000 | 2.200001 | 40.366287 | QAM256 | 2 |
3 | 154750000 | 2.599998 | 40.366287 | QAM256 | 3 |
4 | 162750000 | 2.599998 | 40.946209 | QAM256 | 4 |
5 | 170750000 | 2.599998 | 38.605377 | QAM256 | 5 |
6 | 178750000 | 2.400002 | 40.366287 | QAM256 | 6 |
7 | 186750000 | 2.400002 | 40.366287 | QAM256 | 7 |
8 | 194750000 | 2.400002 | 40.366287 | QAM256 | 8 |
9 | 202750000 | 2.500000 | 40.366287 | QAM256 | 9 |
10 | 210750000 | 2.500000 | 40.366287 | QAM256 | 10 |
11 | 218750000 | 2.400002 | 40.366287 | QAM256 | 11 |
12 | 226750000 | 2.299999 | 38.983261 | QAM256 | 12 |
13 | 234750000 | 2.099998 | 40.366287 | QAM256 | 13 |
14 | 242750000 | 1.900002 | 40.366287 | QAM256 | 14 |
15 | 250750000 | 1.799999 | 38.983261 | QAM256 | 15 |
16 | 258750000 | 1.799999 | 38.983261 | QAM256 | 16 |
17 | 266750000 | 1.799999 | 38.983261 | QAM256 | 17 |
18 | 274750000 | 1.700001 | 38.983261 | QAM256 | 18 |
19 | 282750000 | 1.000000 | 38.605377 | QAM256 | 19 |
20 | 290750000 | 0.400002 | 38.983261 | QAM256 | 20 |
21 | 298750000 | -0.099998 | 38.983261 | QAM256 | 21 |
22 | 306750000 | 0.099998 | 38.983261 | QAM256 | 22 |
23 | 314750000 | 0.200001 | 38.605377 | QAM256 | 23 |
24 | 322750000 | 0.200001 | 38.605377 | QAM256 | 24 |
26 | 338750000 | -0.099998 | 38.983261 | QAM256 | 26 |
27 | 346750000 | 0.000000 | 38.605377 | QAM256 | 27 |
28 | 354750000 | -0.200001 | 38.983261 | QAM256 | 28 |
29 | 362750000 | 0.000000 | 38.983261 | QAM256 | 29 |
30 | 370750000 | -0.200001 | 38.983261 | QAM256 | 30 |
31 | 378750000 | -0.400002 | 38.605377 | QAM256 | 31 |
32 | 386750000 | -0.299999 | 38.983261 | QAM256 | 32 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 38.983261 | 0 | 0 |
1 | Locked | 38.983261 | 0 | 0 |
2 | Locked | 40.366287 | 0 | 0 |
3 | Locked | 40.366287 | 0 | 0 |
4 | Locked | 40.946209 | 0 | 0 |
5 | Locked | 38.605377 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 40.366287 | 0 | 0 |
8 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 40.366287 | 7 | 0 |
10 | Locked | 40.366287 | 0 | 0 |
11 | Locked | 40.366287 | 0 | 0 |
12 | Locked | 38.983261 | 0 | 0 |
13 | Locked | 40.366287 | 0 | 0 |
14 | Locked | 40.366287 | 0 | 0 |
15 | Locked | 38.983261 | 0 | 0 |
16 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 38.983261 | 0 | 0 |
18 | Locked | 38.983261 | 0 | 0 |
19 | Locked | 38.605377 | 0 | 0 |
20 | Locked | 38.983261 | 0 | 0 |
21 | Locked | 38.983261 | 0 | 0 |
22 | Locked | 38.983261 | 0 | 0 |
23 | Locked | 38.605377 | 0 | 0 |
24 | Locked | 38.605377 | 0 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.605377 | 0 | 0 |
28 | Locked | 38.983261 | 0 | 0 |
29 | Locked | 38.983261 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 38.605377 | 0 | 0 |
32 | Locked | 38.983261 | 0 | 0 |
on 02-08-2021 11:07
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 31.250000 | 5120 KSym/sec | 16QAM | 9 |
2 | 46200000 | 31.000000 | 5120 KSym/sec | 16QAM | 8 |
3 | 23600000 | 31.750000 | 5120 KSym/sec | 16QAM | 12 |
4 | 32600000 | 31.250000 | 5120 KSym/sec | 16QAM | 10 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 3 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 11 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 3 | 0 |
on 02-08-2021 11:07
Network Log
Time Priority Description
Sun Aug 1 01:27:57 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 01:44:24 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 03:35:19 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 03:36:31 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 04:51:21 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 05:35:45 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 05:57:10 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 05:59:17 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 06:38:58 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 06:42:59 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 09:30:02 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 09:35:13 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 10:09:58 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 11:14:46 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 11:44:27 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 11:45:00 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 11:47:05 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 12:19:25 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 13:26:25 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 13:32:48 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 14:13:57 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 15:35:42 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 17:08:50 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 21:53:11 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 22:15:04 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 23:41:41 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 01:02:24 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 01:12:49 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 01:33:38 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 01:48:23 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 01:57:53 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 02:00:18 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 02:48:53 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 02:49:40 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 05:43:45 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 05:49:42 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 05:55:24 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 05:59:31 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 06:27:29 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 06:39:07 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 06:56:01 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 07:00:02 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 07:51:09 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 07:53:16 2021 | 5 | RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 02-08-2021 13:47
@SpookyElectric1 wrote:3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 31.250000 5120 KSym/sec 16QAM 9 2 46200000 31.000000 5120 KSym/sec 16QAM 8 3 23600000 31.750000 5120 KSym/sec 16QAM 12 4 32600000 31.250000 5120 KSym/sec 16QAM 10
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0 2 US_TYPE_STDMA 0 0 3 0 3 US_TYPE_STDMA 0 0 11 0 4 US_TYPE_STDMA 0 0 3 0
Yes, looks like you have Upstream issues, power is too low and you are on 16QAM, which usually indicates noise on the circuit. Normally would expect 64QAM and power above 34.
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on 02-08-2021 14:42
Hello @SpookyElectric1,
Welcome back to our community page, thank you for posting on here.
I have located your account using your forums details, and here is what I have found:
Description:544 Rx Power Issues Off D35B/1-1A1A & D35B/1-1A1B, Ranging from -27.3 to +19.7 - Status report || You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then.
Priority:P4
Remedy Number:F009187712
Status: We have identified the problem and an engineer is on their way
Date Open:27 JUL 2021 16:03
Estimated end date:03 AUG 2021 16:05
This is why you are having issues with your broadband at the moment.
I am sorry for any inconvenience caused.
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 02-08-2021 14:53
Thank you Hayley. I assume this error (which doesn't show on the Service Status page BTW) would only affect upload and not download?
Please also note that my previous Virgin account, when I set this community account up, was while living in a different area – so making sure you are checking the correct area (20, Burgess Hill).
on 02-08-2021 15:03
No problem @SpookyElectric.
I located your account using your forums page and this information came directly from your area 🙂
I am sure this is the correct area yes, I am sorry for the issues that it is causing but we are hoping for this to be fixed on the estimated time given.
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 02-08-2021 15:06
Is there somewhere I can see the status of this error and fix as the service status page shows no issues in the area?
on 02-08-2021 15:17
Hello @SpookyElectric1.
Sometimes there is a delay with information getting to the service status page.
Please try calling our service status line for future updates - 0800 561 0061.
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide