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Constant Failure of Upload Speed (100mb Service)

I've been fighting this issue for months and months now with no result, even with multiple phone calls to Virgin Media Support phone line (the 40+ min of tinny hold music has not helped either!).

My upload speed keeps dropping out, even with daily re-booting of the router (works better for a while then same issue).  Example of connection below on a wired connection into PC (though same on multiple devices):

Upload Speed Issue.png

Below is router status info:

Downstream bonded channels

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

1202750000-4.538256 qam9
2210750000-4.738256 qam10
3218750000-4.938256 qam11
4226750000-4.938256 qam12
5234750000-538256 qam13
6242750000-538256 qam14
7250750000-5.238256 qam15
8258750000-5.538256 qam16
9266750000-5.538256 qam17
10274750000-5.538256 qam18
11282750000-5.538256 qam19
12290750000-5.538256 qam20
13298750000-5.438256 qam21
14306750000-5.538256 qam22
15314750000-5.538256 qam23
16322750000-5.538256 qam24
17330750000-5.538256 qam25
18370750000-5.538256 qam26
19378750000-5.538256 qam27
20386750000-5.438256 qam28
21394750000-5.438256 qam29
22402750000-5.238256 qam30
23410750000-5.238256 qam31
24418750000-5.238256 qam32



Downstream bonded channels

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

1Locked38.92091558
2Locked38.92651809
3Locked38.92621591
4Locked38.65861665
5Locked38.94091496
6Locked38.941910088
7Locked38.65269251
8Locked38.95779413
9Locked38.911308683
10Locked38.97119088
11Locked38.96999238
12Locked38.912168688
13Locked38.914978388
14Locked38.914969036
15Locked38.915549984
16Locked38.6124710141
17Locked38.915408709
18Locked38.93989846
19Locked38.648010354
20Locked38.914767517
21Locked38.613417907
22Locked38.914587775
23Locked38.917247951
24Locked38.615787593

 

Upstream bonded channels

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

15370000041.5512032 qam2
26030000041.2512016 qam1
34620000041.5512032 qam3
43940000041.5512032 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

09/11/2020 11:15:46noticeLAN login Success;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 11:15:40Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 11:09:50Warning!RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 11:09:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 11:09:50Warning!RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:52:11criticalNo Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 02:41:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XX;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 03:11:48Warning!RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 03:11:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 02:49:6Warning!RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 02:49:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 02:44:52Warning!RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 02:44:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 02:40:55Warning!RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 02:40:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 02:39:11Warning!RCS Partial Service;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 02:39:11criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 02:39:10Warning!RCS Partial Service;CM-MAC=XXX,CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 12:48:23criticalNo Ranging Response received - T3 time-out;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 00:39:22ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXX;CMTS-MAC=XXX;CM-QOS=1.1;CM-VER=3.0;

 

Any help much appreciated..

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Alessandro Volta
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Re: Constant Failure of Upload Speed (100mb Service)

All your Upstream Modulations are at the wrong modulation. They should be at 64QAM.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

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

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
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Re: Constant Failure of Upload Speed (100mb Service)

Hi Mike, thank you for the quick response - appreciate your diagnosis.

May I ask; is this what is causing the errors as well? Also, do you know why they would be the wrong modulation (i.e. is this something from original installation or an issue that can develop)?

Also, having been on the phone to them multiple times, is this something that the team on Virgin Media Support are unable to see or diagnose from their office?

Thanks,

Dave

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Alessandro Volta
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Re: Constant Failure of Upload Speed (100mb Service)

Modulation changes happen because of changes in your connection.

Whether the CS staff can see them, they should be able to but whether they can be bothered is another question.

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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
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Re: Constant Failure of Upload Speed (100mb Service)

Give this a go, it may work as a short term fix, it may not but no harm trying.

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

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

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
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Re: Constant Failure of Upload Speed (100mb Service)

Thanks again Mike.

Did what you said and the upstream data is now:

Upstream bonded channels

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

15370000041.3512032 qam2
26030000041512032 qam1
34619998141.5512032 qam3
43940028341512064 qam4

 

I assume this is temporary, so will call VM and request an engineer.

Note I have a 10db thingy on the back of the router (in case this is part of the issue).

Also, my image got refused by VM, but in my original post, the download speed was 117.90Mbps and upload speed was 0.02Mbps..

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Re: Constant Failure of Upload Speed (100mb Service)

Just did another speedtest - now 112.63Mbps download and 0.27Mbps upload, so no change.

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Helpful Answer

Re: Constant Failure of Upload Speed (100mb Service)

Phone it in as very slow upload speed. Don't be technical about QAMs unless they try to fob you off.

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

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