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Extremely slow upload speed and intermitent dropouts

Can anyone on here help me with this issie, I tried ringing 150 but after 45minutes on hold i gave up.

For the last 4 days my moden will not get above 2Mbs upload and most of the time it is sitting around 0.15 average. I am unable to work rem,otely because of this and I am woried about my job and getting fired as I can't work.

I have the original super hub and yes I have tried turning it off for 5minutes and also resseting it multiple times with a safety pin.

Not only am I getting slow upload but the internet will go completely off and the ONLY thing that fixes it is to switch the modem off and on again (ahhh the irony!)

I'm guessing I will need an engineer but how to do that when you cannot get through on 150?

Downstream

  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)138750000146750000154750000162750000170750000178750000186750000194750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)0.310.74-0.120.39-0.900.72-0.760.83
RxMER (dB)36.1737.3637.0937.6437.3638.2637.3637.94
Pre RS Errors845622600108516772535267569100458046537066483272
Post RS Errors315404178849768761402827955956885142665220421

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID12141311
Frequency (Hz)39400000258000003260000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)51.0050.2550.2550.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts4212
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
26/10/2020 11:58:23 GMT26/10/2020 11:58:23 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 11:58:03 GMT26/10/2020 11:58:03 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 11:02:10 GMT26/10/2020 11:02:10 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 11:02:09 GMT26/10/2020 11:02:09 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 11:00:09 GMT26/10/2020 11:00:09 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:59:30 GMT26/10/2020 10:59:30 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:59:29 GMT26/10/2020 10:59:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:59:10 GMT26/10/2020 10:59:10 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:59:09 GMT26/10/2020 10:59:09 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:58:49 GMT26/10/2020 10:58:49 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:58:29 GMT26/10/2020 10:58:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:46:42 GMT26/10/2020 10:46:42 GMTError (4)68010302DHCP WAN IP - 86.3.240.140
26/10/2020 10:45:38 GMT26/10/2020 10:45:38 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
26/10/2020 10:31:46 GMT26/10/2020 10:31:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:31:26 GMT26/10/2020 10:31:26 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:30:26 GMT26/10/2020 10:30:26 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:30:06 GMT26/10/2020 10:30:06 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:25:27 GMT26/10/2020 10:25:27 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/10/2020 10:24:07 GMT26/10/2020 10:24:07 GMTCritical (3)82000200No Ranging Response received - T3 time-out

 

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Re: Extremely slow upload speed and intermitent dropouts

That looks to be a poor connection (logs are bad) and the upstream power levels are at the top of the recommended range. You need a VM person to comment but it looks like you need a Tech visit. Also the first thing they will do is bin that old Hub and give you a Hub3. You can get a free upgrade for it anyway but it may not sort the issue if its Network related rather than a Hub issue.

Quickest way to sort it is to call it in again. Calling at 08.00 midweek -- is the best time - although people are still reporting getting through fine at other times with no long waits. Took just 20’ for me one midweek afternoon recently. Just be patient.

If you get into an automated cycle of doing reboots and then get cut off, just call back in 15 mins and the system "should" recognise that you have done that and it hasn't helped and direct you to the queue for someone to pick it up.

You can also text them on 07533 051809 include account name/number and what the issue is – replies may take longer

A VM person should pick this up here and respond, but it can take several days for them to get here.

--------------------
John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Extremely slow upload speed and intermitent dropouts

Thanks for the reply. The way the moden has been for the last few months and getting worse I have to assume it's the hardware for now.

Problem is I can't get help by phone anyway I don't think, because  I have no idea what my password is because it has been years since I last needed to ring them. Catch 22 if you don't know your password you can't get help or change it!

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Re: Extremely slow upload speed and intermitent dropouts

They usually run through some security questions that will allow you to reset the password.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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