Intermittent 0.01 to 1.8 Mbps upload speeds over the past few weeks - Virgin CS saying everythings fine ?

[stuey72]

I really need some help, I dont know where to go with this. Ill keep the facts brief:

Superhub 3 used in Modem mode. Full TP Link OMADA network.

Started weeks ago where TV streaming services / web pages / games would sit for ever, turns out uploads were

dial-up era speed.

Phoned CS, was told I needed a WIFI booster ?

Eventually put through to cable team - was told upload speed was lower than expected. was given figure of 20?

Explained to cable team that I was seeing 0.01-0.07Mbps upload irrespective of LAN / WiFi and in both Router mode & Modem Mode. Was told that the "20" was shared between all devices. There was only 1 device connected at the time of the speed test.

Cable team ran tests on my line remotely for a couple of days. Was texted to say that there was an issue and that it needed to run for 24 hours. I was then texted to say that the issue was resolved - It wasnt / isnt.

For my own sanity I cant go back through the CS help.

So im turning to you guys for help. For info, the download speeds have been full speed.

for example: 342 Mbps down 0.04 Mbps up.

I have set off a Broadband Quality Monitor today:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ff88d43c057dfa3d7b001208849a3c626c...

And here is the info from my router:

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	539000000	5.9	40	256 qam	17
2	547000000	5.5	40	256 qam	18
3	555000000	5.1	40	256 qam	19
4	563000000	4.9	40	256 qam	20
5	571000000	4.5	38	256 qam	21
6	579000000	4.3	40	256 qam	22
7	587000000	4.3	40	256 qam	23
8	595000000	3.9	40	256 qam	24
9	603000000	4.4	40	256 qam	25
10	611000000	4.3	40	256 qam	26
11	619000000	4.1	40	256 qam	27
12	627000000	4.3	38	256 qam	28
13	635000000	3.9	38	256 qam	29
14	643000000	3.9	40	256 qam	30
15	651000000	3.9	40	256 qam	31
16	659000000	4.4	40	256 qam	32
17	667000000	4.6	40	256 qam	33
18	675000000	4.5	40	256 qam	34
19	683000000	4.3	40	256 qam	35
20	691000000	4	40	256 qam	36
21	699000000	3.5	40	256 qam	37
22	707000000	3.7	38	256 qam	38
23	715000000	4	40	256 qam	39
24	723000000	4.1	40	256 qam	40

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.9	443959	64
2	Locked	40.9	506364	40
3	Locked	40.3	637583	67
4	Locked	40.3	720219	128
5	Locked	38.9	873404	50
6	Locked	40.3	1012260	125
7	Locked	40.3	978218	117
8	Locked	40.3	1030361	48
9	Locked	40.3	1045133	138
10	Locked	40.3	1203844	41
11	Locked	40.3	1055357	62
12	Locked	38.9	1162801	40
13	Locked	38.9	1107880	46
14	Locked	40.3	986477	107
15	Locked	40.3	1170368	40
16	Locked	40.9	1070118	41
17	Locked	40.3	824644	43
18	Locked	40.3	984224	57
19	Locked	40.3	933246	133
20	Locked	40.3	963833	58
21	Locked	40.3	1158159	45
22	Locked	38.9	1133614	137
23	Locked	40.3	1098157	40
24	Locked	40.3	1071766	65

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	43100122	39.5	5120	32 qam	2
2	49599787	39.5	5120	16 qam	1
3	30099889	38.5	5120	32 qam	4
4	23599986	38.5	5120	16 qam	5
5	36599966	39	5120	32 qam	3

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	0	0
4	ATDMA	0	0	1	0
5	ATDMA	0	0	5	0

Network Log

Time	Priority	Description
26/08/2023 10:59:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2023 03:04:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2023 19:56:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 19:58:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2023 07:56:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2023 18:24:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2023 15:36:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 19:00:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 13:30:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2023 15:30:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2023 13:49:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2023 01:35:52	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2023 17:04:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2023 16:51:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2023 16:43:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2023 13:36:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2023 16:19:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

I have went though all the basic troubleshooting steps and have tested upload speed both in Router & Modem mode via WiFi & LAN and its all the same.

The only hard dates for the faults I have is when I started to use OOkla Speedtest on my phone:

04/08/23 - 0.06 up  331 down

05/08/23 - 0.08 up 193 down

06/08/23 - 6.07 up 398 down

07/08/23 - 37.0 up - 389 down GOOD

21/08/23 - 1.28 up - 396 down

23/08/23 - 36.5 up - 398 down

24/08/23 - 1.84 up - 315 down

So basically I have intermittent extremely poor upload speeds and theres nothing I can do about it. I pleaded for an engineer to come out but was not offered one. I dont know where to go with this now....

Thanks for reading

Stu

[carl_pearce]

The QAM values are out on all your upstream channels (Should be 64), which indicates a fault/noisy line:

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	43100122	39.5	5120	32 qam	2
2	49599787	39.5	5120	16 qam	1
3	30099889	38.5	5120	32 qam	4
4	23599986	38.5	5120	16 qam	5
5	36599966	39	5120	32 qam	3

[stuey72]

Thanks Carl.

In hindsight I have noticed that YouFibre is installing in my area and AFAIK they are shared cabinets.

They may have disturbed something.

I dont suppose if you or anyone else reading this knows how to expediate this info to the correct department without having to go through the whole process again ?

Thanks again for looking at this. It's greatly appreciated.

[carl_pearce]

VM will reply to this thread, which can take between a few hours and a few days.

[stuey72]

Ah OK. Thanks Carl

[Client62]

And this is a noise problem too ...

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.9	443959	64
2	Locked	40.9	506364	40
3	Locked	40.3	637583	67
4	Locked	40.3	720219	128
5	Locked	38.9	873404	50
6	Locked	40.3	1012260	125
7	Locked	40.3	978218	117
8	Locked	40.3	1030361	48
9	Locked	40.3	1045133	138

[Client62]

If the issues persist ...

Call the automated fault line 0800 561 0061 to see if there is a known issue for your street.

[legacy1]

---

@stuey72 wrote:

Was told that the "20" was shared between all devices.

---

They wish! I guess in there mind to make sense of low speed thats there answer even if that not in the scrip...or maybe they don't have a scrip for low upload speed because they only care about your download. 

you need to allow ping for your BQM which will likely show nothing wrong 

[Beth_G · Accepted solution]

Hi stuey72,

Thank you for your post. I'm sorry to hear you've been having some issues with your broadband connection and speeds. Thanks for sharing your network logs with us too!

I've had a look and I can see that you are currently affected by an SNR outage (signal to noise ratio) in the area. The good news is that it's estimated to be resolved by tomorrow at around 9am 😊. The fault reference is F010901926.

I'm sorry for any inconvenience caused in the meantime. If you need anything else, just give us a shout.

[stuey72]

Hi Beth, 

Thanks for the info. I purposely left it a few days before replying to see how things have went and can confirm my speeds are now 402 Mbps down & 36.8 Mbps up.

Thank you to EVERYONE in this thread for taking the time to help me. It has been greatly appreciated.

Stu