Menu
Reply
Timrees88
  • 12
  • 0
  • 0
Tuning in
618 Views
Message 1 of 15
Flag for a moderator

Intermittent Connection / Poor Upload Speed

Within the last month or so we have begun suffering from intermittent speeds and in particular, very poor upload speeds at times that make dialing into video calls impossible. 

We have M500 service, a Hub 4, and three virgin Wifi pods dotted around, so while connection is over Wifi, it doesn't seem to be a connectivity issue (and the service was previously fine with just one pod).

Any help, much appreciated!

I'm running a BQM - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3219f8756aa935dac3f3b95658ccd905d83bb4b5
https://www.thinkbroadband.com/broadband/monitoring/quality/share/98418d8fdc62d68a4184b4182fa7097f26643981-14-12-2021

 

0 Kudos
Reply
Timrees88
  • 12
  • 0
  • 0
Tuning in
616 Views
Message 2 of 15
Flag for a moderator

Re: Intermittent Connection / Poor Upload Speed

 
Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream
Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0

 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
253310000007.50000040.366287QAM25625
11390000008.59999840.946209QAM2561
21470000008.50000040.366287QAM2562
31550000008.90000240.946209QAM2563
41630000008.40000240.366287QAM2564
51710000007.80000340.366287QAM2565
61790000008.00000040.366287QAM2566
71870000008.09999840.366287QAM2567
81950000007.90000240.366287QAM2568
92030000008.90000240.946209QAM2569
102110000008.30000340.946209QAM25610
112190000008.09999840.366287QAM25611
122270000008.69999740.366287QAM25612
132350000008.19999740.946209QAM25613
142430000008.59999840.946209QAM25614
152510000008.50000040.366287QAM25615
162590000008.59999840.366287QAM25616
172670000008.69999740.366287QAM25617
182750000009.19999740.366287QAM25618
192830000008.50000040.946209QAM25619
202910000007.80000340.366287QAM25620
212990000008.00000040.946209QAM25621
223070000007.59999840.366287QAM25622
233150000007.69999740.366287QAM25623
243230000007.90000240.946209QAM25624
263390000007.00000040.366287QAM25626
273470000006.80000340.366287QAM25627
283550000007.30000340.366287QAM25628
293630000006.50000040.366287QAM25629
303710000007.00000040.946209QAM25630
313790000007.30000340.946209QAM25631


3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25Locked40.36628700
1Locked40.94620900
2Locked40.36628700
3Locked40.94620900
4Locked40.36628700
5Locked40.36628700
6Locked40.36628700
7Locked40.36628700
8Locked40.36628700
9Locked40.94620900
10Locked40.94620900
11Locked40.36628700
12Locked40.36628700
13Locked40.94620900
14Locked40.94620900
15Locked40.36628700
16Locked40.36628700
17Locked40.36628700
18Locked40.36628700
19Locked40.94620900
20Locked40.36628700
21Locked40.94620900
22Locked40.36628700
23Locked40.36628700
24Locked40.94620900
26Locked40.36628700
27Locked40.36628700
28Locked40.36628700
29Locked40.36628700
30Locked40.94620900
31Locked40.94620900
0 Kudos
Reply
Timrees88
  • 12
  • 0
  • 0
Tuning in
615 Views
Message 3 of 15
Flag for a moderator

Re: Intermittent Connection / Poor Upload Speed

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370000039.0205995120 KSym/sec64QAM10
23940000037.2705995120 KSym/sec64QAM12
34620000038.7705995120 KSym/sec64QAM11
46030000039.5205995120 KSym/sec64QAM9


3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0010
4US_TYPE_STDMA0000

 

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
69834ncxv9873254k;fg87dsfd;kf


Primary Downstream Service Flow

SFID
22692
Max Traffic Rate
690000278
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow

SFID
22691
Max Traffic Rate
44000278
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
0 Kudos
Reply
Timrees88
  • 12
  • 0
  • 0
Tuning in
614 Views
Message 4 of 15
Flag for a moderator

Re: Intermittent Connection / Poor Upload Speed

Time Priority Description

Fri Nov 19 12:35:25 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 19 12:47:41 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 20:32:02 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 23:11:57 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 21 08:40:11 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 21 14:45:59 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 21 14:46:00 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 21 18:02:17 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 23 19:52:46 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 24 18:13:25 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 24 18:13:25 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 24 20:13:27 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 02:05:26 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 06:13:25 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 06:13:25 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 07:59:48 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 21:59:00 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 29 01:34:02 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 29 15:10:36 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 29 15:22:52 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 30 20:34:37 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 2 10:41:58 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 2 10:41:59 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 2 20:06:36 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Dec 4 01:44:29 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 5 14:57:45 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 5 14:57:45 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 6 03:12:00 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 9 02:57:45 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 9 02:57:45 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 9 03:22:43 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 12 14:57:45 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 12 14:57:45 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 12 15:27:45 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 12 15:27:45 20216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 14 01:48:12 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 14 02:45:31 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
0 Kudos
Reply
Martin_N
  • 8.33K
  • 351
  • 510
Forum Team
Forum Team
537 Views
Message 5 of 15
Flag for a moderator

Re: Intermittent Connection / Poor Upload Speed

Hi Timrees88,

Thank you for your post. I'm very sorry to hear about the issue with your broadband. 

I have been able to locate your account and it looks like you may need an engineer out regarding this. 

What I will do is private message you so we can look into this. 

^Martin

0 Kudos
Reply
Martin_N
  • 8.33K
  • 351
  • 510
Forum Team
Forum Team
524 Views
Message 6 of 15
Flag for a moderator

Re: Intermittent Connection / Poor Upload Speed

Thank you for chatting with me over Private Message. 

To confirm if you do need amend your appointment at any point you can do via your online account: https://virg.in/myvmapp

Please do keep us posted on this.

^Martin

0 Kudos
Reply
Timrees88
  • 12
  • 0
  • 0
Tuning in
457 Views
Message 7 of 15
Flag for a moderator

Re: Intermittent Connection / Poor Upload Speed

After having a very helpful engineer visit me from your booking, it was determined that I needed new cabling to the front of my house. This was booked for 4th January. At ~midday, (within a scheduled window of 8am to 1pm) the appointment was cancelled and rescheduled for 2 weeks in the future(18th January). Having spoken with a chat operator, and someone over the phone, I have been given three different (and equally implausible) reasons why this was cancelled.

  1. Firstly that external construction works hadn't happened to allow the cable to be pulled (not true, I spoke with the engineers who came on the 3rd to do the external construction work)
  2. Secondly that the work required approval from our neighbor (this doesn't make since since this issue was not raised by either the first technician, or the engineers that did the construction work, and the cable comes into the front of my property anyway).
  3. Finally I was told the engineer did visit and couldn't find the cable (i was in my office all day the overlooks the front of the property looking out for the engineer and am certain nobody visited the property). 

I was told that a review of the situation was opened and I would hear back from a manager within 24 hours. That has obviously not happened.

Could someone please explain why my appointment was cancelled at the last minute and why I have been given such differing and implausible information as to why? I just want an internet service that works, and its becoming increasingly frustrating that Virgin does not seem able to provide this, despite paying for a premium service

 

 

0 Kudos
Reply
Zak_M
  • 6.12K
  • 315
  • 545
Forum Team (Retired)
Forum Team (Retired)
405 Views
Message 8 of 15
Flag for a moderator

Re: Intermittent Connection / Poor Upload Speed

Good afternoon @Timrees88

 

Thank you for coming back to us. 

 

I have located your account & I can see that you have spoken with the customer care team over the last few days, Have they been able to explain everything to you? 

 

Kind regards,

Zak_M

0 Kudos
Reply
Timrees88
  • 12
  • 0
  • 0
Tuning in
383 Views
Message 9 of 15
Flag for a moderator

Re: Intermittent Connection / Poor Upload Speed

No. Another promise to receive a call back that has yet to occur.  

0 Kudos
Reply
Zak_M
  • 6.12K
  • 315
  • 545
Forum Team (Retired)
Forum Team (Retired)
370 Views
Message 10 of 15
Flag for a moderator

Re: Intermittent Connection / Poor Upload Speed

Thank you for confirming that information for me. 

 

I am going to pop you over another PM so that I can look further into this for me. 

 

Kind regards,

Zak_M 

0 Kudos
Reply