Incredible slow uploads speeds

[pwillan]

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

[jbrennand]

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

[pwillan]

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

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

Downstream bonded channels

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

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:

Upstream bonded channels

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

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

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

[pwillan]

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

SFID	145646
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	145645
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Log:

Network 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;

[jbrennand]

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.

[pwillan]

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.

[pwillan]

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

[jbrennand]

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.

[pwillan]

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?

[jbrennand]

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.