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SpookyElectric1
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Atrocious upload speed

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

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SpookyElectric1
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Re: Atrocious upload speed

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

253307500000.00000038.983261QAM25625
11387500002.09999838.983261QAM2561
21467500002.20000140.366287QAM2562
31547500002.59999840.366287QAM2563
41627500002.59999840.946209QAM2564
51707500002.59999838.605377QAM2565
61787500002.40000240.366287QAM2566
71867500002.40000240.366287QAM2567
81947500002.40000240.366287QAM2568
92027500002.50000040.366287QAM2569
102107500002.50000040.366287QAM25610
112187500002.40000240.366287QAM25611
122267500002.29999938.983261QAM25612
132347500002.09999840.366287QAM25613
142427500001.90000240.366287QAM25614
152507500001.79999938.983261QAM25615
162587500001.79999938.983261QAM25616
172667500001.79999938.983261QAM25617
182747500001.70000138.983261QAM25618
192827500001.00000038.605377QAM25619
202907500000.40000238.983261QAM25620
21298750000-0.09999838.983261QAM25621
223067500000.09999838.983261QAM25622
233147500000.20000138.605377QAM25623
243227500000.20000138.605377QAM25624
26338750000-0.09999838.983261QAM25626
273467500000.00000038.605377QAM25627
28354750000-0.20000138.983261QAM25628
293627500000.00000038.983261QAM25629
30370750000-0.20000138.983261QAM25630
31378750000-0.40000238.605377QAM25631
32386750000-0.29999938.983261QAM25632



3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25Locked38.98326100
1Locked38.98326100
2Locked40.36628700
3Locked40.36628700
4Locked40.94620900
5Locked38.60537700
6Locked40.36628700
7Locked40.36628700
8Locked40.36628700
9Locked40.36628770
10Locked40.36628700
11Locked40.36628700
12Locked38.98326100
13Locked40.36628700
14Locked40.36628700
15Locked38.98326100
16Locked38.98326100
17Locked38.98326100
18Locked38.98326100
19Locked38.60537700
20Locked38.98326100
21Locked38.98326100
22Locked38.98326100
23Locked38.60537700
24Locked38.60537700
26Locked38.98326100
27Locked38.60537700
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.60537700
32Locked38.98326100
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SpookyElectric1
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Re: Atrocious upload speed

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13940000031.2500005120 KSym/sec16QAM9
24620000031.0000005120 KSym/sec16QAM8
32360000031.7500005120 KSym/sec16QAM12
43260000031.2500005120 KSym/sec16QAM10



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0030
3US_TYPE_STDMA00110
4US_TYPE_STDMA0030
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Re: Atrocious upload speed

Network Log

Time Priority Description

Sun Aug 1 01:27:57 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 01:44:24 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 03:36:31 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 05:35:45 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 05:59:17 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 06:42:59 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 09:35:13 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 11:14:46 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 11:45:00 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 12:19:25 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 13:32:48 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 15:35:42 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 21:53:11 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 1 23:41:41 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 01:12:49 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 01:48:23 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 02:00:18 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 02:49:40 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 05:49:42 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 05:59:31 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 06:39:07 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 07:00:02 20215RNG-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 2 07:53:16 20215RNG-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;
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Adduxi
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Message 5 of 34
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Re: Atrocious upload speed


@SpookyElectric1 wrote:

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13940000031.2500005120 KSym/sec16QAM9
24620000031.0000005120 KSym/sec16QAM8
32360000031.7500005120 KSym/sec16QAM12
43260000031.2500005120 KSym/sec16QAM10



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0030
3US_TYPE_STDMA00110
4US_TYPE_STDMA0030

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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Message 6 of 34
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Re: Atrocious upload speed

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,

Hayley
Forum Team



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SpookyElectric1
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Message 7 of 34
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Re: Atrocious upload speed

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).

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Hayley_S
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Message 8 of 34
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Re: Atrocious upload speed

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,

Hayley
Forum Team



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SpookyElectric1
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Message 9 of 34
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Re: Atrocious upload speed

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

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Hayley_S
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Message 10 of 34
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Re: Atrocious upload speed

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,

Hayley
Forum Team



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