Bad upload speed

[Dannilad]

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.

[jbrennand]

Have you checked first for “known network faults”

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[Dannilad]

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

[jbrennand]

lets look at your connection data - do this
_______________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login [there should be no need to login if you have done so before unless you have the New Hub4 when you do] just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Dannilad]

Hi John,

Thanks for your help so far, here's what I've got, hopefully this copies correctly for you:

Downstream bonded channels

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

Downstream bonded channels

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

[Dannilad]

Upstream bonded channels

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

Upstream bonded channels

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

Network Log

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.

[jbrennand]

You have problems on the Upstream connection (but you knew that) 🙂

All Up power levels are on the low side and one qam has dropped to 32 and there are too many T3 errors.

lets see the BQM - but it looks like a Tech visit will be required

[Dannilad]

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...

[jbrennand]

It needs a full 24h to be meaningful - but for starters just post the link to "share live graph" and it will always display the last 24h period.

A VM person on here will be able to help too - but would be good to see the developing BQM first

[Adduxi]

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@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...

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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   😉