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kaye
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Help terrible upload speed of 6MBs on 600M service - can't get through to support on phone

I am getting really bad upload speeds and am stuck trying to get through to Virgin. I have tried all the advised steps on virgin on-line including resetting my router. This seems to be calling drop outs and video call issues across all devices. I need support and ideally an engineer or similar to look into this please. It seems impossible to get through to Virgin for support at the moment been in queues for hours and when got through was put in another queue!

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MikeRobbo
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Alessandro Volta
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Message 2 of 21
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Re: Help terrible upload speed of 6MBs on 600M service - can't get through to support on phone

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
MikeRobbo
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Alessandro Volta
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Message 3 of 21
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Re: Help terrible upload speed of 6MBs on 600M service - can't get through to support on phone

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
kaye
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Re: Help terrible upload speed of 6MBs on 600M service - can't get through to support on phone

Downstream bonded channels

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

14110000000.735256 qam1
24190000000.536256 qam2
34270000000.436256 qam3
44350000000.234256 qam4
5443000000031256 qam5
6451000000035256 qam6
74590000000.235256 qam7
84670000000.236256 qam8
94750000000.235256 qam9
10483000000036256 qam10
114910000000.237256 qam11
124990000000.536256 qam12
135070000000.738256 qam13
145150000000.938256 qam14
155230000001.237256 qam15
165310000001.238256 qam16
175390000001.238256 qam17
18547000000138256 qam18
195550000000.738256 qam19
205630000000.738256 qam20
21571000000138256 qam21
22579000000138256 qam22
235870000001.238256 qam23
245950000001.238256 qam24


Downstream bonded channels

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

1Locked35.541043
2Locked36.339013
3Locked36.3104124
4Locked34.4571334
5Locked31.6424069642543
6Locked35.71634
7Locked35.71250
8Locked36.31850
9Locked35.74160
10Locked36.61190
11Locked37.31690
12Locked36.62340
13Locked38.6800
14Locked38.6360
15Locked37.6350
16Locked38.6390
17Locked38.6660
18Locked38.6320
19Locked38.9250
20Locked38.9420
21Locked38.6450
22Locked38.91228
23Locked38.6920
24Locked38.6310

 

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kaye
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Message 5 of 21
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Re: Help terrible upload speed of 6MBs on 600M service - can't get through to support on phone

Upstream bonded channels

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

14619983851512064 qam1
23939979950.5512064 qam2
32580006452512016 qam4
43260031351512064 qam3


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078-b.cm



Primary Downstream Service Flow

SFID31574
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID31573
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

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kaye
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Message 6 of 21
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Re: Help terrible upload speed of 6MBs on 600M service - can't get through to support on phone

Network Log

Time Priority Description

11/01/2021 19:15:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 18:53:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 18:21:24noticeSW download Successful - Via Config file
11/01/2021 18:18:43noticeSW Download INIT - Via Config file
01/01/1970 00:01:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 11:25:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 19:34:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 03:59:12noticeSW download Successful - Via NMS
08/01/2021 03:57:3noticeSW Download INIT - Via NMS
06/01/2021 20:17:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 18:13:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 10:55:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 22:07:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 15:06:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 10:07:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 07:06:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 22:07:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/12/2020 10:41:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 7 of 21
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Re: Help terrible upload speed of 6MBs on 600M service - can't get through to support on phone

The SNR on Channel 5 is too low resulting in the high Pre & Post RS errors.

This will probably 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 10 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'.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
kaye
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Message 8 of 21
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Re: Help terrible upload speed of 6MBs on 600M service - can't get through to support on phone

My BQM 

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kaye
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Message 9 of 21
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Re: Help terrible upload speed of 6MBs on 600M service - can't get through to support on phone

Thanks a lot. I was in a 1.5 call waiting re: a logged fault and it just got through. However when speaking to Virgin fault support. The support person told me that they do not help with "Upload" speed issues at all - as it is not guaranteed. I indicated it is impacting usability of the service as it running at 6MBs on a 600MBs / 600M service. I asked to log this as a complaint so I can get some help. They said they would e-mail "management" but I won't hear back on a call for 2 days or more. Any tips on which options and department can actually help me as you mention. The support person I spoke to said they would only send an engineer if there was a serious download speed issue, not an upload issue. Help!?

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MikeRobbo
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Alessandro Volta
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Message 10 of 21
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Re: Help terrible upload speed of 6MBs on 600M service - can't get through to support on phone

Just noticed that the Power Level on Channel 3 on your Upstream is too high and only has 16 QAM, it should be 64 QAM, 

The power levels on two other channels are maxed out.

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

14619983851512064 qam1
23939979950.5512064 qam2
32580006452512016 qam4
43260031351512064 qam3

 

Try again with the call centre and tell them your connection keeps dropping.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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