on 24-08-2022 09:56
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
on 24-08-2022 15:35
on 24-08-2022 17:18
Hi John,
Thanks for replying, the monitor is; https://www.thinkbroadband.com/broadband/monitoring/quality/share/d835ffdd2f2e94528367d3f3ec25d03333...
The other info is;
Status:
Acquired Downstream Channel (Hz) | 331000000 | Locked |
Ranged Upstream Channel (Hz) | 39400000 | Locked |
Provisioning State | Online |
1 | 331000000 | 5.8 | 40 | 256 qam | 25 |
2 | 235000000 | 5.1 | 40 | 256 qam | 13 |
3 | 243000000 | 5 | 40 | 256 qam | 14 |
4 | 251000000 | 5 | 40 | 256 qam | 15 |
5 | 259000000 | 4.9 | 40 | 256 qam | 16 |
6 | 267000000 | 5.3 | 40 | 256 qam | 17 |
7 | 275000000 | 5.3 | 40 | 256 qam | 18 |
8 | 283000000 | 5.4 | 40 | 256 qam | 19 |
9 | 291000000 | 5.3 | 40 | 256 qam | 20 |
10 | 299000000 | 5.6 | 40 | 256 qam | 21 |
11 | 307000000 | 5.6 | 40 | 256 qam | 22 |
12 | 315000000 | 5.6 | 40 | 256 qam | 23 |
13 | 323000000 | 5.5 | 40 | 256 qam | 24 |
14 | 339000000 | 6 | 40 | 256 qam | 26 |
15 | 347000000 | 6 | 40 | 256 qam | 27 |
16 | 355000000 | 5.8 | 40 | 256 qam | 28 |
17 | 363000000 | 5.6 | 40 | 256 qam | 29 |
18 | 371000000 | 5.9 | 40 | 256 qam | 30 |
19 | 379000000 | 5.9 | 40 | 256 qam | 31 |
20 | 387000000 | 5.8 | 40 | 256 qam | 32 |
21 | 395000000 | 5.5 | 40 | 256 qam | 33 |
22 | 403000000 | 5.6 | 40 | 256 qam | 34 |
23 | 411000000 | 6 | 40 | 256 qam | 35 |
24 | 419000000 | 5.8 | 40 | 256 qam | 36 |
1 | Locked | 40.9 | 67 | 0 |
2 | Locked | 40.3 | 27 | 0 |
3 | Locked | 40.9 | 26 | 0 |
4 | Locked | 40.3 | 29 | 0 |
5 | Locked | 40.9 | 43 | 0 |
6 | Locked | 40.3 | 39 | 0 |
7 | Locked | 40.3 | 28 | 0 |
8 | Locked | 40.3 | 38 | 0 |
9 | Locked | 40.9 | 60 | 0 |
10 | Locked | 40.3 | 61 | 0 |
11 | Locked | 40.9 | 49 | 0 |
12 | Locked | 40.3 | 55 | 0 |
13 | Locked | 40.3 | 52 | 0 |
14 | Locked | 40.3 | 73 | 0 |
15 | Locked | 40.3 | 67 | 0 |
16 | Locked | 40.9 | 69 | 0 |
17 | Locked | 40.3 | 55 | 0 |
18 | Locked | 40.9 | 77 | 0 |
19 | Locked | 40.3 | 87 | 0 |
20 | Locked | 40.3 | 56 | 0 |
21 | Locked | 40.9 | 60 | 0 |
22 | Locked | 40.9 | 72 | 0 |
23 | Locked | 40.9 | 62 | 0 |
24 | Locked | 40.9 | 58 | 0 |
Upstream:
1 | 39400000 | 43.8 | 5120 | 64 qam | 2 |
2 | 46200000 | 43.5 | 5120 | 64 qam | 1 |
3 | 32600000 | 44.3 | 5120 | 64 qam | 3 |
4 | 25800000 | 45 | 5120 | 64 qam | 4 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0
|
on 24-08-2022 17:18
Config:
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt057-b.cm |
SFID | 145646 |
Max Traffic Rate | 117000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
SFID | 145645 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | BestEffort |
Log:
Time Priority Description
24/08/2022 16:07:38 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2022 16:07:15 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/08/2022 09:28:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/08/2022 16:39:27 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/08/2022 14:11:18 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/08/2022 13:25:11 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/08/2022 17:59:17 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/08/2022 17:59:1 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/08/2022 17:58:57 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/08/2022 17:58:57 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/08/2022 17:58:57 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/08/2022 17:58:57 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
18/08/2022 13:24:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/08/2022 00:20:0 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/08/2022 01:27:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/08/2022 10:26:25 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/08/2022 00:26:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/08/2022 15:30:56 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/08/2022 15:22:37 | notice | NOTICE 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; |
on 24-08-2022 18:27
on 24-08-2022 18:32
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.
on 25-08-2022 11:46
Been tracking to this morning and I presume this isn’t normal?
on 25-08-2022 13:44
on 25-08-2022 13:53
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?
on 25-08-2022 13:57