Menu
Reply
Highlighted
  • 10
  • 0
  • 0
Joining in
206 Views
Message 1 of 18
Flag for a moderator

Awful upload speeds - borderline unusable

I pay £67 per month for M200, and my upload speeds are so wildly inconsistent that they make even a Zoom/Skype call impossible. 

I tried complaining about it, but the call centre operator told me that upload speeds aren't guaranteed, and if I don't like it, I should check my contract. I thought this was dreadful customer service, I complained to the social media team on Twitter, they apologised, but their best suggestion was to call the call centre again!

I have a Hub 3.0 in modem mode, with Google Wifi around our house. It's not a wifi problem, though - it's the speeds to the Hub that are the problem. Download speeds are great, averaging >200 mbps, but upload is rubbish. The average is 10mbps, but that's misleading, as it's skewed by the odd day when it jumps up to 15-19mbps. More commonly, it's stuck at <2mbps.

Can anyone help? Do Virgin offer a service where I could just pay for an engineer to come round without being fobbed off by the call centre?

 

 

0 Kudos
Reply
Highlighted
  • 11.81K
  • 925
  • 1.52K
Alessandro Volta
203 Views
Message 2 of 18
Flag for a moderator

Re: Awful upload speeds - borderline unusable

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
0 Kudos
Reply
Highlighted
  • 11.81K
  • 925
  • 1.52K
Alessandro Volta
198 Views
Message 3 of 18
Flag for a moderator

Re: Awful upload speeds - borderline unusable

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
0 Kudos
Reply
Highlighted
  • 11.81K
  • 925
  • 1.52K
Alessandro Volta
197 Views
Message 4 of 18
Flag for a moderator
Helpful Answer

Re: Awful upload speeds - borderline unusable

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
Highlighted
  • 10
  • 0
  • 0
Joining in
176 Views
Message 5 of 18
Flag for a moderator

Re: Awful upload speeds - borderline unusable

Hi Mike,

Thank you for taking the time to reply. I'll gather the information you asked for. First, though, here's the BQM link: https://www.thinkbroadband.com/broadband/monitoring/quality/share/f3554635ab4e404fcc8500db9ffd9bcc6c...

 

 

 

 

0 Kudos
Reply
Highlighted
  • 10
  • 0
  • 0
Joining in
172 Views
Message 6 of 18
Flag for a moderator

Re: Awful upload speeds - borderline unusable

Downstream bonded channels

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

1227000000537256 qam12
21390000007.337256 qam1
3147000000737256 qam2
41550000006.937256 qam3
51630000006.537256 qam4
61710000006.337256 qam5
7179000000637256 qam6
8187000000637256 qam7
91950000005.937256 qam8
102030000005.537256 qam9
112110000005.137256 qam10
12219000000537256 qam11
13235000000537256 qam13
14243000000537256 qam14
15251000000537256 qam15
16259000000537256 qam16
172670000005.137256 qam17
18275000000537256 qam18
19283000000537256 qam19
20291000000537256 qam20
212990000005.537256 qam21
223070000005.937256 qam22
23315000000638256 qam23
243230000006.338256 qam24



Downstream bonded channels

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

1Locked37.62874910
2Locked37.348544
3Locked37.653410
4Locked37.327426
5Locked37.310318
6Locked37.68766
7Locked37.611964
8Locked37.6101063
9Locked37.38557
10Locked37.313949
11Locked37.33364975
12Locked37.32745376
13Locked37.32975840
14Locked37.62305240
15Locked37.32794875
16Locked37.61324948
17Locked37.3984432
18Locked37.6424592
19Locked37.6434509
20Locked37.365899
21Locked37.661756
22Locked37.6701099
23Locked38.699424
24Locked38.6201678

   

0 Kudos
Reply
Highlighted
  • 10
  • 0
  • 0
Joining in
171 Views
Message 7 of 18
Flag for a moderator

Re: Awful upload speeds - borderline unusable

Upstream bonded channels

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

13940000041.3512064 qam4
24620000041.3512064 qam3
33260000041.3512064 qam5
42580000041.3512016 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0060

   

0 Kudos
Reply
Highlighted
  • 10
  • 0
  • 0
Joining in
168 Views
Message 8 of 18
Flag for a moderator

Re: Awful upload speeds - borderline unusable

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm



Primary Downstream Service Flow

SFID1554360
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID1554359
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort




0 Kudos
Reply
Highlighted
  • 10
  • 0
  • 0
Joining in
167 Views
Message 9 of 18
Flag for a moderator

Re: Awful upload speeds - borderline unusable

Network Log

Time Priority Description

13/11/2020 10:47:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:46:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:44:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:44:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:44:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:44:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:44:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:35:54criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:35:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:35:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:35:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:35:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:17:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:09:18criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:09:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:09:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:07:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:04:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 10:04:8Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 09:49:0criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 10
  • 0
  • 0
Joining in
163 Views
Message 10 of 18
Flag for a moderator

Re: Awful upload speeds - borderline unusable

Finally, I couldn't do a wired speed test in router mode, as I don't have a USB-C to ethernet cable to connect my laptop directly, but I can give you the speed that the Google Wifi wired directly into my Hub 3.0 is currently giving: 213mbps download 5.1Mbps upload (better than usual!)

 

Thank you again

0 Kudos
Reply