Virgin Media Community

[ErdemA]

Hi,

It's been almost 5 days, I've been having connection drops and in between when the connection is up, my upload bandwidth is basically nothing with packet loss for outgoing traffic. 

This is my current speed test

I've tried checking for any local issues using the 0800 phone number, nothing came out of it. 

[Client62]

I'm don't doubt the service issue you feel here

But the Realspeed results are nonsense ( again not your fault ).   Hub shows Zero upstream bandwidth but minimal packet loss - this can't be right.

The Hub's stats for Upstream rate, Latency & Jitter are worse that those of the computer - the exact opposite is supposed to be true.

What does another speed test reveal ?  http://cloudtalk.speedtestcustom.com/

What do the Hub's Upstream network stats look like ?   copy / paste into the thread for a hand reading them

[ErdemA]

Thanks for the reply

Speed test result

Network stats;

3.0 Downstream channels

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

2	147000000	2.8	39	QAM256	2
1	139000000	2.7	39	QAM256	1
3	155000000	3	40.4	QAM256	3
4	163000000	2.9	39	QAM256	4
5	171000000	3	40.4	QAM256	5
6	179000000	2.9	39	QAM256	6
7	187000000	2.6	40.4	QAM256	7
8	195000000	2.7	40.4	QAM256	8
9	203000000	2.6	39	QAM256	9
10	211000000	2.8	40.4	QAM256	10
11	219000000	2.6	40.9	QAM256	11
12	227000000	2.9	40.4	QAM256	12
13	235000000	2.9	40.4	QAM256	13
14	243000000	2.9	40.4	QAM256	14
15	251000000	2.9	40.4	QAM256	15
16	259000000	2.8	40.4	QAM256	16
17	267000000	2.7	40.4	QAM256	17
18	275000000	2.7	40.4	QAM256	18
19	283000000	2.8	40.4	QAM256	19
20	291000000	3.6	40.4	QAM256	20
21	299000000	4.2	40.9	QAM256	21
22	307000000	4.5	40.4	QAM256	22
23	315000000	4.3	40.4	QAM256	23
24	323000000	4	40.4	QAM256	24
25	331000000	4.2	40.4	QAM256	25
26	339000000	4.4	40.9	QAM256	26
27	347000000	4.6	40.4	QAM256	27
28	355000000	4.5	40.9	QAM256	28
29	363000000	4.9	40.9	QAM256	29
30	371000000	4.7	40.9	QAM256	30
31	379000000	4.5	40.9	QAM256	31

3.0 Downstream channels

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

2	Locked	38.983261	0	0
1	Locked	38.983261	0	0
3	Locked	40.366287	0	0
4	Locked	38.983261	0	0
5	Locked	40.366287	0	0
6	Locked	38.983261	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	38.983261	0	0
10	Locked	40.366287	0	0
11	Locked	40.946209	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.946209	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
25	Locked	40.366287	0	0
26	Locked	40.946209	0	0
27	Locked	40.366287	0	0
28	Locked	40.946209	0	0
29	Locked	40.946209	0	0
30	Locked	40.946209	0	0
31	Locked	40.946209	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1840

QAM4096

392

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

43

4.2

31765448

0

---

[ErdemA]

For some reason upload didn't work and I hit to char limit

Posting the speed test result again with upstream stats

3.0 Upstream channels

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

1	36600000	46.8	5120 KSym/sec	QAM32	3
2	30100000	46.3	5120 KSym/sec	QAM32	4
3	43100000	47.3	5120 KSym/sec	QAM32	2
4	49600000	47.8	5120 KSym/sec	QAM32	1
5	23600000	46.3	5120 KSym/sec	QAM32	9

3.0 Upstream 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	0	0
5	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

10

10.8

43.5

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

10

OFDMA

220

53.4

0

0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt078-b.cm

Primary Downstream Service Flow

SFID	79512
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	79511
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

Speed test

[ErdemA]

Of course due to PII issues, screen shot without the IP ...

[apj_uk]

This is very similar to an issue that I and many other on this forum and indeed on social media are experiencing since virgin implemented a recent firmware update made to the Hub 4: https://community.virginmedia.com/t5/Speed/1Gig-Upload-speeds-dropped-from-52Mbps-to-10Mbps/td-p/526... 

Forum support are deliberately ignoring and not replying to any such low upload issue posts as they know there's a bigger issue here. Like you, I have checked the Virgin support status checker and the automated support phoneline and no local issues have been reported. Its shocking that Virgin leave customers with no support when things go wrong like this. I contacted the Broadband support phone line and they read from a script, told me they could find no fault, despite me alerting them that multiple SamKnows Realspeed tests clearly showing an issue between the router and their infrastructure (0.0mb upload) and were completely useless and offered no resolution or additional help...

[Client62]

The five 3.0 DOCSIS Upstream channels are all QAM 32, they have (noise) degraded from the normal QAM 64 mode.

Given the total lack of upstream bandwidth one might have imagined a far worse position.

Clearly the QAM 32 is a local noise issue but it does not explain why there is next to no upstream bandwidth from 5x 3.0 plus 1x 3.1 upstream channels.

I'm sure that you have called Customer Support to report this fault, if not you should.

If the folks next door have the same issue,perhaps they can call in the fault too.

[Client62]

A crazy question perhaps.

Does the Hub's   Check router status  >>>  Configuration tab >> Primary Upstream Service Flow > Max Traffic Rate have the correct value.

It is shown in bits / second so a value over 40,000,000 perhaps 44,000,000  would be expected for a 40Mb/s upstream service.

[ErdemA]

It seems to be showing somewhat an acceptable value

Primary Upstream Service Flow

SFID	79511
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[ErdemA]

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@Client62 wrote:

I'm sure that you have called Customer Support to report this fault, if not you should.

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Yes, a technician will be coming in tomorrow afternoon but I'm not hopeful of the outcome.