Gig1 10-15Mbps upload speed

[DS4130]

Customer in area 20, for last 2 months been getting average 10-15Mbps up speeds unless testing between 4am-6am where getting 40-45Mbps. Hard wired using HUB4 in modem only with Netgear RAX120. Same results connecting directly to Hub4.

Down speed consistently 950Mbps all times of day/night, the up really effects my workflow and not sure how to go about getting it resolved, any help greatly appreciated?

3.0 Upstream channels

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

1	39400000	36.520599	5120 KSym/sec	64QAM	4
2	53700000	36.270599	5120 KSym/sec	16QAM	2
3	60300000	36.020599	5120 KSym/sec	32QAM	1
4	46200000	36.270599	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[DS4130]

To make it clear this packet loss is the ongoing issue I'm having..

Regards

Dave

[DS4130]

Upload dropped right off again - upstream QAM 16 all 4 channels.

Also consistent packet loss today until 5pm.

Regards

Dave

[Scottyboy99]

What area does 20 relate to? Only reason I ask is I am in area 22 which is RM3 9NF (local to Romford/Harold Hill?) and have noticed since yesterday very similar problem to you. Been with Virgin a few months and always getting 50 mbit upload approx, suddenly since weekend nosedived to 10-15 mbit upload speed most commonly but its very erratic on the whole. Can go as low as 1!

[Gareth_L]

HI DS4130

I think we may need to arrange an engineer to come out and take a look for you.

If you don't mind, I will need to send you a private message to pass security and get this booked in for you.
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[Vikki_M]

Hi Scottyboy99

Thank you for your post and welcome back to our community.

I have checked that postcode and there is a known outage currently that may be causing intermittent service. 

The estimated fix time is the 6th March 2023 at midday.

We are very sorry for any inconvenience that may be caused by the service interruption.

Our engineers will get this resolved as soon as possible. 

[DS4130]

Hi

Since around 2am on 06/07/23 had constant packet loss again and also poor upload around 25Mbps, wondering if there are network issues in my local area?

Regards

Dave

[PWitkowski]

Hi, I'm also area 20 (though I beleive its quite a large area) near brighton. Also at 2am exactly on the 6th my hub5 had a remote reboot leaving its upstreams from 4x QAM64 to 4x QSPK when checked later that day, though upload speed was still 50mb, and when I manually rebooted it again after the kids went to be, it came back as 4x QAM64.

Hopefully it may suggest they are in progress of updating US for the promised increased capacity.

Oddly last month when doing regular reboots checking for the advised upstream increase, when I still had a Hub3, I got a 5th upstream channel appear for a while before it mysteriously disappeared again a few days later..

Anyway, this was just to concur that something occured yesterday at 2am for me too!

[Paulina_Z]

Hi @DS4130,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're having some issues with your connection!

I've taken a look at our systems and I cannot see any local issues in your area. Can you tell us if your Hub is in Router Mode or in Modem Mode?

For troubleshooting purposes we ask for your Hub to be in Router Mode as this helps us see any issues with the signal to the Hub. It makes it more tricky to see if the Hub is in Modem Mode.

Let us know so that we can run further checks.

Thanks! 

[DS4130]

Hi Paulina

Thanks for getting back to me, I usually run in modem only but have now set back to router mode if you are able to run troubleshooting tests?

Regards

Dave

[Travis_M]

Hi @DS4130 

Thanks for your response

All looks ok right now regarding the signal/power levels after I have ran a remote check - how has the performance been over the weekend?

Regards