Getting 0 upload speed

[Jharrison6]

For several weeks now I have been experiencing issues with my upload speed resulting in the considerable packet loss and the connection becoming unusable. During a speedtest yesterday it was so bad that it registered as a 0.

https://www.speedtest.net/result/11776001707

Also when trying to run a basic ping test from the router portal recieved the following.

BQM -

https://www.thinkbroadband.com/broadband/monitoring/quality/share/14b5958736e7c8dd6cceeeea63a48c033d...

Signals -

Downstream bonded channels

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

1	139000000	10.3	40	256 qam	1
2	147000000	10.3	40	256 qam	2
3	155000000	10	43	256 qam	3
4	163000000	10.3	43	256 qam	4
5	171000000	10.4	40	256 qam	5
6	179000000	10.8	40	256 qam	6
7	187000000	10.9	40	256 qam	7
8	195000000	10.8	40	256 qam	8
9	203000000	10.8	40	256 qam	9
10	211000000	11	40	256 qam	10
11	219000000	11	43	256 qam	11
12	227000000	10.8	40	256 qam	12
13	235000000	10.9	43	256 qam	13
14	243000000	10.8	40	256 qam	14
15	251000000	10.4	40	256 qam	15
16	259000000	10.4	40	256 qam	16
17	267000000	10.1	43	256 qam	17
18	275000000	10	40	256 qam	18
19	283000000	10	43	256 qam	19
20	291000000	9.8	40	256 qam	20
21	299000000	9.5	40	256 qam	21
22	307000000	9.6	40	256 qam	22
23	315000000	10	40	256 qam	23
24	323000000	10	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	0	0
2	Locked	40.9	5	0
3	Locked	43.3	6	0
4	Locked	43.3	6	0
5	Locked	40.3	5	0
6	Locked	40.9	5	0
7	Locked	40.9	6	0
8	Locked	40.9	5	0
9	Locked	40.3	4	0
10	Locked	40.9	5	0
11	Locked	43.3	5	0
12	Locked	40.9	5	0
13	Locked	43.3	5	0
14	Locked	40.9	4	0
15	Locked	40.9	0	0
16	Locked	40.9	5	0
17	Locked	43.3	6	0
18	Locked	40.3	4	0
19	Locked	43.3	3	0
20	Locked	40.9	3	0
21	Locked	40.9	6	0
22	Locked	40.9	6	0
23	Locked	40.9	4	0
24	Locked	40.3	5	0

Upstream bonded channels

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

1	60300000	33.3	5120	64 qam	1
2	46200000	33.3	5120	64 qam	3
3	53700000	30.3	5120	64 qam	2
4	39399223	42	5120	16 qam	4

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	1	0

[Adduxi]

Downstream power levels are too high and upstream are too low.  You also have one channel at 16QAM, they should all be 64QAM. You will need an engineer to sort this out.  Best to phone VM at 08:00 to get the shortest queues.

[Jharrison6]

Thanks for your response Adduxi. I actually had an engineer out a week ago about this exact issue and he told me there was nothing he could do. If I get another engineer appointment how can I ensure that they will be competent enough to resolve my issue. Should the detail in your response be enough for them to act on a resolution straight away without another failure to diagnose the issue?

[MilanB]

I have almost the same numbers as this person and getting similar uploads.

Surely this is a software issue rather than a hardware one?

If sometimes the upload is at 50 and sometimes it goes to 0 dead on.

[Adduxi]

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@Jharrison6 wrote:

Thanks for your response Adduxi. I actually had an engineer out a week ago about this exact issue and he told me there was nothing he could do. If I get another engineer appointment how can I ensure that they will be competent enough to resolve my issue. Should the detail in your response be enough for them to act on a resolution straight away without another failure to diagnose the issue?

---

Sounds like pretty poor service.  Engineers know the power levels etc and should fix this. It may be a fault in the Cabinet, but none the less it should be fixed.

[cwatty]

I too have been experiencing this problem. Was live streaming to Twitch this afternoon when suddenly my upload speed dropped from 12.3Mbps to 0Mbps and this persisted through several restarts of my Virgin Media Hub 2 and my Asus RT-AC68U. It's incredibly annoying to have you upload just completely disappear, especially when it's still such a small fraction of your Download Speed. Really wish Virgin Media would up the upload speeds on all packages especially now with more streaming services then ever being used.

[Andrew-G]

@cwatty  If I could politely suggest you start your own thread - the forum doesn't support sub-threads and it is incredibly difficult to respond helpfully to multiple problems in the same thread, even if they sound the same.  In your new thread, if you post up the full set of hub status data (as text, not screenshots) then whoever picks it up will have something to work with.

[Andrew-G]

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@Jharrison6 wrote:

Thanks for your response Adduxi. I actually had an engineer out a week ago about this exact issue and he told me there was nothing he could do. If I get another engineer appointment how can I ensure that they will be competent enough to resolve my issue. Should the detail in your response be enough for them to act on a resolution straight away without another failure to diagnose the issue?

---

I've marked the thread for staff to attend to, at this time of day that usually means it'll get responded to first thing tomorrow.  You can try phoning it in, personally I'd wait on the lovely helpful forum staff, and they can book a technician if needed, and I agree with @Adduxi that it does.  Or maybe you enjoy dealing with VM's telephone support....

[Ayisha_B]

Hi @Jharrison6,

Welcome to our Community Forums and thanks for your post. 

I am sorry to hear you are having some issues with your broadband. 

Thank you to our VIPs for helping diagnose the problem and escalating this to us. 

I have taken a look at your account and can see that your power levels are indeed out of specification and a technician is required to get these corrected.

Will pop you a PM now so we can confirm some details and get the visit arranged 🙂

[Ayisha_B]

Thanks for confirming the details as requested via PM @Jharrison6

I have booked the first available appointment. Should you find the time and date unsuitable, feel free to re-schedule via your online account. 

Let us know how the visit goes 🙂