Atrocious upload speed

[SpookyElectric1]

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

[SpookyElectric1]

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

[SpookyElectric1]

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

[SpookyElectric1]

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;

[Adduxi]

---

@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.  

[Hayley_S]

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,

[SpookyElectric1]

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).

[Hayley_S]

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,

[SpookyElectric1]

Is there somewhere I can see the status of this error and fix as the service status page shows no issues in the area?

[Hayley_S]

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,