on 28-12-2021 21:10
Hi all,
Been having issues with my upload speed the last few days or so. I've been thinking it's probably because everyone is at home hammering the Internet, but yesterday I tightened all the cables and the upload speed improved. Done the same tonight but nothing is working. Download speed is around 200Mbps, but the upload speed I'm only at 0.8-1Mbp if I'm lucky.
I can't see if there's a general area fault and I've tried all the suggestions from Virgin's support team regarding resetting my hub etc.
Does anyone have any ideas on what I can do from my side or am I stuck until tomorrow when the support number is open?
Thanks.
on 29-12-2021 01:20
on 29-12-2021 01:50
Yeah, done all that John, it just says there's no faults in the area, but I can't even report the problem because the automated status stuff just says there's no issue.
Going to have to ring tomorrow and see if I can speak to someone, it's been downright atrocious these last few days. To be honest, a bit after I posted, the upload went up to 20Mbps and was fine for a few hours while I was online, and now it's dipped again to 0.8Mbps seemingly randomly. Speedtest.net tells me I'm getting 18-25% packet loss. God knows what is going on
on 29-12-2021 13:32
on 29-12-2021 16:51
Hi John,
Thanks for your help so far, here's what I've got, hopefully this copies correctly for you:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 202750000 | 4.5 | 40 | 256 qam | 9 |
2 | 138750000 | 4.5 | 40 | 256 qam | 1 |
3 | 146750000 | 4.3 | 40 | 256 qam | 2 |
4 | 154750000 | 4 | 40 | 256 qam | 3 |
5 | 162750000 | 4.1 | 40 | 256 qam | 4 |
6 | 170750000 | 4.5 | 40 | 256 qam | 5 |
7 | 178750000 | 4.5 | 40 | 256 qam | 6 |
8 | 186750000 | 4.6 | 40 | 256 qam | 7 |
9 | 194750000 | 4.5 | 40 | 256 qam | 8 |
10 | 210750000 | 4.5 | 40 | 256 qam | 10 |
11 | 218750000 | 4.5 | 40 | 256 qam | 11 |
12 | 226750000 | 4.4 | 40 | 256 qam | 12 |
13 | 234750000 | 4.3 | 40 | 256 qam | 13 |
14 | 242750000 | 4 | 40 | 256 qam | 14 |
15 | 250750000 | 3.9 | 40 | 256 qam | 15 |
16 | 258750000 | 3.7 | 40 | 256 qam | 16 |
17 | 266750000 | 3.5 | 40 | 256 qam | 17 |
18 | 274750000 | 3.2 | 40 | 256 qam | 18 |
19 | 282750000 | 3 | 40 | 256 qam | 19 |
20 | 290750000 | 3 | 40 | 256 qam | 20 |
21 | 298750000 | 3 | 40 | 256 qam | 21 |
22 | 306750000 | 2.7 | 40 | 256 qam | 22 |
23 | 314750000 | 2.7 | 40 | 256 qam | 23 |
24 | 322750000 | 2.7 | 40 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 5 | 0 |
2 | Locked | 40.3 | 10 | 0 |
3 | Locked | 40.3 | 10 | 0 |
4 | Locked | 40.9 | 8 | 0 |
5 | Locked | 40.9 | 7 | 0 |
6 | Locked | 40.3 | 7 | 0 |
7 | Locked | 40.3 | 8 | 0 |
8 | Locked | 40.3 | 9 | 0 |
9 | Locked | 40.3 | 5 | 0 |
10 | Locked | 40.3 | 12 | 0 |
11 | Locked | 40.9 | 6 | 0 |
12 | Locked | 40.9 | 10 | 0 |
13 | Locked | 40.3 | 5 | 0 |
14 | Locked | 40.3 | 10 | 0 |
15 | Locked | 40.3 | 5 | 0 |
16 | Locked | 40.3 | 7 | 0 |
17 | Locked | 40.9 | 6 | 0 |
18 | Locked | 40.9 | 16 | 0 |
19 | Locked | 40.3 | 23 | 0 |
20 | Locked | 40.3 | 10 | 0 |
21 | Locked | 40.3 | 8 | 0 |
22 | Locked | 40.3 | 9 | 0 |
23 | Locked | 40.3 | 10 | 0 |
24 | Locked | 40.3 | 12 | 0 |
29-12-2021 16:52 - edited 29-12-2021 16:53
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700050 | 31 | 5120 | 64 qam | 2 |
2 | 60300025 | 31 | 5120 | 64 qam | 1 |
3 | 39399933 | 31.3 | 5120 | 64 qam | 4 |
4 | 46200000 | 31 | 5120 | 32 qam | 3 |
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 | 29 | 0 |
Time Priority Description
28/12/2021 21:44:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:42:48 | notice | LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:42:35 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:42:5 | notice | LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:34:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:29:31 | critical | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:23:13 | Warning! | Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:23:9 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:23:9 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:23:8 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:23:8 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:23:8 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:20:13 | Warning! | Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:20:8 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:20:8 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:20:8 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:20:8 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:20:8 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:16:57 | Warning! | Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
28/12/2021 21:16:52 | Warning! | RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; |
Just for reference, it was fine from 11pm last night until about 1am when I was on my PS5, and fine again this morning and all day. It's only ever late at night past about 8-9pm and then it's up and down like a yo-yo, very aggravating. Tried reboots and a factory reset as per Virgin's help page. I can note a couple of warnings from the log are me just logging in with the wrong password etc so those can probably be ignored.
on 29-12-2021 16:56
on 29-12-2021 16:59
Thanks John, yeah I know there was an issue but I just didn't know what I was looking at. I work in IT but I'm only a Tier 1 Support guy so I'm not too trained up yet!
I've gotta be honest I was out when you asked me to setup the BQM and I've replied as soon as I got back, I'll get it done now but will it have enough info straight from setting it up or do I need to give it time? I suppose if it needs time I can just ring Virgin while I wait...
on 29-12-2021 17:06
29-12-2021 17:06 - edited 29-12-2021 17:07
@Dannilad wrote:<snip> I've gotta be honest I was out when you asked me to setup the BQM and I've replied as soon as I got back, I'll get it done now but will it have enough info straight from setting it up or do I need to give it time? I suppose if it needs time I can just ring Virgin while I wait...
It records in real time, so the BQM will need 24 Hrs to populate a decent amount of information.
EDIT - John, yet again, beat me to it 😉
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