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pwillan
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Incredible slow uploads speeds

Hi,

I’m getting no where with customer services via a lot of phones, factory resetting the route,  and even after an engineers visit I’m still experiencing problems with my upload speeds being under 1mbps,

As someone who works from home it’s starting to get very frustrating and highly annoying, especially as customer services refused to transfer me to someone who actually could help and insists that another technician has to come out.

So I wanted to reach out on here as I know Virgin engineers are users in the hope that someone who knows what they are on about can get in contact to help resolve this issue.

Thanks

Phil

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jbrennand
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Message 2 of 19
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Re: Incredible slow uploads speeds

Lets see the connection data - do this
________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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pwillan
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Message 3 of 19
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Re: Incredible slow uploads speeds

Hi John,

Thanks for replying, the monitor is; https://www.thinkbroadband.com/broadband/monitoring/quality/share/d835ffdd2f2e94528367d3f3ec25d03333...

The other info is;

Status:

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online
 
 
Downstream:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000005.840256 qam25
22350000005.140256 qam13
3243000000540256 qam14
4251000000540256 qam15
52590000004.940256 qam16
62670000005.340256 qam17
72750000005.340256 qam18
82830000005.440256 qam19
92910000005.340256 qam20
102990000005.640256 qam21
113070000005.640256 qam22
123150000005.640256 qam23
133230000005.540256 qam24
14339000000640256 qam26
15347000000640256 qam27
163550000005.840256 qam28
173630000005.640256 qam29
183710000005.940256 qam30
193790000005.940256 qam31
203870000005.840256 qam32
213950000005.540256 qam33
224030000005.640256 qam34
23411000000640256 qam35
244190000005.840256 qam36


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.9670
2Locked40.3270
3Locked40.9260
4Locked40.3290
5Locked40.9430
6Locked40.3390
7Locked40.3280
8Locked40.3380
9Locked40.9600
10Locked40.3610
11Locked40.9490
12Locked40.3550
13Locked40.3520
14Locked40.3730
15Locked40.3670
16Locked40.9690
17Locked40.3550
18Locked40.9770
19Locked40.3870
20Locked40.3560
21Locked40.9600
22Locked40.9720
23Locked40.9620
24Locked40.9580

 

Upstream:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000043.8512064 qam2
24620000043.5512064 qam1
33260000044.3512064 qam3
42580000045512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA000

0

 

 

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Re: Incredible slow uploads speeds

 

Config:

eneral Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm



Primary Downstream Service Flow

SFID145646
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID145645
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Log:

Network Log

Time Priority Description

24/08/2022 16:07:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2022 16:07:15Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2022 09:28:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2022 16:39:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2022 14:11:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2022 13:25:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2022 17:59:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2022 17:59:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2022 17:58:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2022 17:58:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2022 17:58:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2022 17:58:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2022 13:24:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2022 00:20:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2022 01:27:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2022 10:26:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2022 00:26:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 15:30:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 15:22:37noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 5 of 19
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Re: Incredible slow uploads speeds

Hub stats all look good to me and BQM needs 24h for the full picture to develop - but so far so good.

Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

Also, can you just check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box.

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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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pwillan
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Message 6 of 19
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Re: Incredible slow uploads speeds

It’s across wired and Wi-Fi.

Also, when the technician came last Thursday, he replaced the Co-Axil, checked wires and the box on the exterior and didn’t find any faults.

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pwillan
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Message 7 of 19
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Re: Incredible slow uploads speeds

Been tracking to this morning and I presume this isn’t normal?

6F876A13-2114-48C1-87E0-3D653E0408CB.jpeg

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jbrennand
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Message 8 of 19
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Re: Incredible slow uploads speeds

Nope it isnt - but the Hub stas show no obvious issues

Is your Hub in modem mode or normal router mode?

what other devices are connected to the Hub on ethernet cables?

Also worth checking for "known faults" on both of these


1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.



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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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pwillan
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Message 9 of 19
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Re: Incredible slow uploads speeds

Thanks John, I didn’t think it was.

The router is in the standard mode and used for Wi-Fi as well so I presume it’s in Router mode?

The only other device connected is to a Amazon Fire TV, which I have disconnected, which hasn’t made a difference to my upload speeds.

Lastly, no known issues in my area.

The router is quite old, could it be that?

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jbrennand
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Message 10 of 19
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Re: Incredible slow uploads speeds

Is the fire tv on an ethernet cable connection?

If so... disconnect its ethernet connection from the Hub for 24h and see if the BQM cleans up - ignore upload speeds for now.


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

I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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