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flyinglion
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Horrific Upload Speeds / Latency Spikes / Renders Internet Unusable - N. London

This is the final straw. Maybe I’ll find a solution here with an actual human. After 10 attempted calls in the last month, I finally got through to an adviser based overseas, just to be given the same vague answer once again.

Without rambling on too much, to give you a bit of background information on my case:
Since moving back home from uni last month, my internet has been shocking at home. While download speeds are in their 200s as expected, my upload speeds are at 0.01mbps. Yes. 0.01, 10kb/s. I have set up a Broadband Quality Monitor which you can find here:

BQM Graph 

Key points to take away from this:

- Horrific ping spikes, excessive packet losses and downtime.

- Using Virgin Hub 3.0 in router mode. 

- Multiple resets performed, it is an external issue for sure.

Took me the last part of 35 minutes to post this. Reminds me of early 2000's days.

The answer VM’s adviser has was to visit virginmedia.com/help. Ironic when I can’t even load that webpage. This constant rerouting from customer service to reach the same conclusion in circles without any progression.  Just infuriating. Terrible help lines that randomly disconnect after 1hr waiting. Non-existent way to speed things up via Twitter DMs.

I am convinced the issue is from outside. VM do not recognise this as an outage, but as a “fault”, yet when I go to service status on the webpage, broadband is reported as running normally. VM claim another 60 households in my area are facing this problem yet are unable to issue me a timeline of when this issue was reported, if engineers have attended, or when it will be fixed. Communication left in the dark.

I even went to escalate the matter, yet the adviser insisted that the answer I would be given would remain the same.

I understand she was presenting all the information she had available to me, but ultimately I have been presented with two choices: Wait for this “non-outage” situation to fix itself, or switch suppliers. I know which one I will soon do.

I appreciate your thoughts on this matter in advance.

All the best. 

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flyinglion
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Re: Horrific Upload Speeds / Latency Spikes / Renders Internet Unusable - N. London

Some extra info here, as recommended in other threads. If someone is knowledgeable, especially on the upstream and network log sections + T3 timeouts, I'd be incredibly grateful.

  Downstream bonded channels

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

11387500004.140256 qam1
21467500003.940256 qam2
3154750000440256 qam3
41627500004.140256 qam4
51707500004.340256 qam5
61787500004.440256 qam6
71867500004.440256 qam7
81947500004.140256 qam8
9202750000440256 qam9
102107500003.938256 qam10
11218750000440256 qam11
122267500003.740256 qam12
132347500003.738256 qam13
142427500003.438256 qam14
15250750000338256 qam15
162587500002.940256 qam16
172667500002.940256 qam17
182747500002.740256 qam18
192827500002.438256 qam19
202907500002.238256 qam20
21298750000238256 qam21
223067500002.238256 qam22
233147500002.238256 qam23
243227500002.238256 qam24



Downstream bonded channels

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

1Locked40.31810
2Locked40.35143
3Locked40.96068
4Locked40.35438
5Locked40.35366
6Locked40.92400
7Locked40.31210
8Locked40.31330
9Locked40.33430
10Locked38.93120
11Locked40.33140
12Locked40.32930
13Locked38.92970
14Locked38.92370
15Locked38.91610
16Locked40.32410
17Locked40.92580
18Locked40.32960
19Locked38.94130
20Locked38.64575
21Locked38.95154
22Locked38.96368
23Locked38.95115
24Locked38.9875 

 

Upstream bonded channels

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

13259996836.5512016 qam11
24620003436.8512016 qam9
33940034136.8512016 qam10
42580002936.8512016 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA001100
2ATDMA00480
3ATDMA00780
4ATDMA003790




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Re: Horrific Upload Speeds / Latency Spikes / Renders Internet Unusable - N. London

Network Log

Time Priority Description

21/01/2021 16:12:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 23:40:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 23:40:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 14:10:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 13:51:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 06:27:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 03:27:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2021 06:01:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 22:13:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 10:25:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 10:13:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 01:00:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 22:13:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 13:57:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 12:04:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 12:04:3ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 23:12:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 23:06:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 19:47:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 17:40:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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