08-10-2021 22:10 - edited 08-10-2021 22:12
Hi
ever since we moved on 26th Aug and got Virgin moved with us, there was no day were upload speed would reach its potential.
Its always around 15mbs, which is half what it should be and I believe below what would be minimum for our contract (?)
The Hub status is always Internet(Partial Service (US only)), and sometimes Internet(Partial Service (DS + US)).
Ive called and logged this issue number of times with support, but nobody seems to get to the bottom of it... losing a bit of patience here.
Logs from the Hub for your reference:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 203000000 | 0 | 38 | 256 qam | 9 |
2 | 211000000 | 1.5 | 38 | 256 qam | 10 |
3 | 219000000 | 0.9 | 33 | 256 qam | 11 |
4 | 227000000 | -1.5 | 33 | 256 qam | 12 |
5 | 235000000 | -1.7 | 38 | 256 qam | 13 |
6 | 243000000 | -0.7 | 38 | 256 qam | 14 |
7 | 251000000 | 0 | 38 | 256 qam | 15 |
8 | 259000000 | -0.2 | 40 | 256 qam | 16 |
9 | 267000000 | 0.2 | 38 | 256 qam | 17 |
10 | 275000000 | 1 | 38 | 256 qam | 18 |
11 | 283000000 | 2.5 | 40 | 256 qam | 19 |
12 | 291000000 | 1.2 | 38 | 256 qam | 20 |
13 | 299000000 | 0.7 | 38 | 256 qam | 21 |
14 | 307000000 | 1.4 | 38 | 256 qam | 22 |
15 | 315000000 | 3 | 40 | 256 qam | 23 |
16 | 323000000 | 3 | 40 | 256 qam | 24 |
17 | 331000000 | 2 | 40 | 256 qam | 25 |
18 | 339000000 | 1.2 | 38 | 256 qam | 26 |
19 | 347000000 | 2.7 | 40 | 256 qam | 27 |
20 | 355000000 | 2.4 | 40 | 256 qam | 28 |
21 | 363000000 | 0.5 | 40 | 256 qam | 29 |
22 | 371000000 | 0.4 | 40 | 256 qam | 30 |
23 | 379000000 | 1.5 | 40 | 256 qam | 31 |
24 | 387000000 | 1.9 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 391 | 66 |
2 | Locked | 38.9 | 329 | 50 |
3 | Locked | 33.9 | 706377 | 45993 |
4 | Locked | 33.3 | 163859234 | 56759589 |
5 | Locked | 38.6 | 293 | 42 |
6 | Locked | 38.6 | 333 | 57 |
7 | Locked | 38.9 | 245 | 27 |
8 | Locked | 40.3 | 161 | 0 |
9 | Locked | 38.9 | 76 | 0 |
10 | Locked | 38.9 | 203 | 0 |
11 | Locked | 40.3 | 197 | 0 |
12 | Locked | 38.9 | 108 | 0 |
13 | Locked | 38.9 | 93 | 7 |
14 | Locked | 38.9 | 78 | 0 |
15 | Locked | 40.3 | 62 | 0 |
16 | Locked | 40.3 | 54 | 0 |
17 | Locked | 40.3 | 34 | 0 |
18 | Locked | 38.9 | 45 | 0 |
19 | Locked | 40.3 | 28 | 0 |
20 | Locked | 40.9 | 15 | 0 |
21 | Locked | 40.9 | 9 | 0 |
22 | Locked | 40.9 | 17 | 0 |
23 | Locked | 40.3 | 16 | 0 |
24 | Locked | 40.3 | 2 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600005 | 54 | 5120 | 64 qam | 3 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
Network Log
Time Priority Description
08/10/2021 20:56:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 20:56:1 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 20:40:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 20:39:18 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 20:37:26 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 20:13:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 19:28:55 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 19:26:54 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 18:44:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 18:43:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 18:21:52 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 18:21:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 18:18:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 18:15:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 18:14:57 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 17:52:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 17:52:17 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 17:36:3 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 17:35:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/10/2021 16:57:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Any advise, other than turn off, turn on... would be greatly appreciated
Thanks in advance
Answered! Go to Answer
on 13-10-2021 11:35
If I could just respectfully suggest to the forum staff that the answer might be in posted hub status data, for which I've already escalated this post. It's got nothing to do with time of day or "wifi stability", and everything to do with:
1) Poor SNR on D/S channels 2 and 3 that looks like a noise ingress issue.
2) D/S power levels that are all over the shop, with a range that's too wide, and neither level nor properly sloped across frequencies.
3) Only one U/S channel when there should be four.
4) The hub is screaming it's head off at 54 dBmV trying to remain in contact with the CMTS over that lonely U/S channel .
5) And all of those problems show up in the appalling network log that stuffed full of repeated downstream channel loss errors.
I daresay a reboot temporarily fixes that and makes the status briefly look OK on casual inspection, but that won't fix the problem which is a noisy connection and possibly an improperly setup or failing amp at the street cabinet. If a technician appointment could be booked for @Vid123 then I'm sure they'd appreciate it.
on 09-10-2021 08:25
Hi Vid123,
Welcome to the Community and thank you for getting in touch.
I am very sorry to hear you have been experiencing issues with your upload speeds since moving home.
I have taken a look from our side and they does appear to be some issues flagged with you in home network. This means our system has detected some stability issues with the WiFi connectivity to some of your devices.
When you are run the speed tests, are you doing so on both wired and wireless connections? If so, can you please provide the results for both?
Please let us know and we will be happy to investigate this matter further.
Thanks
on 11-10-2021 10:14
Hi Natalie
Thanks a lot for your response!
The current speed via Ethernet connection.
Regarding Wifi - Im not too concerned, both of our home offices are hardwired and Wifi used only for i.e. phones or TV.
Modem status currently says Partial Service for US only. Which is the issue Im expierincing.
If status is OK, then I'd get Upload speed of about 35-36mbs, which is what Im expecting but only happened once!.
Thanks
Vid
on 13-10-2021 10:41
Thank you for that information Vid123.
Can you confirm if the upload speed showing in your post is continuous? Or at certain times of the day?
^Martin
on 13-10-2021 11:35
If I could just respectfully suggest to the forum staff that the answer might be in posted hub status data, for which I've already escalated this post. It's got nothing to do with time of day or "wifi stability", and everything to do with:
1) Poor SNR on D/S channels 2 and 3 that looks like a noise ingress issue.
2) D/S power levels that are all over the shop, with a range that's too wide, and neither level nor properly sloped across frequencies.
3) Only one U/S channel when there should be four.
4) The hub is screaming it's head off at 54 dBmV trying to remain in contact with the CMTS over that lonely U/S channel .
5) And all of those problems show up in the appalling network log that stuffed full of repeated downstream channel loss errors.
I daresay a reboot temporarily fixes that and makes the status briefly look OK on casual inspection, but that won't fix the problem which is a noisy connection and possibly an improperly setup or failing amp at the street cabinet. If a technician appointment could be booked for @Vid123 then I'm sure they'd appreciate it.
on 15-10-2021 15:56
Hi @Vid123.
I would like to have a closer look at this issue on your behalf. I am going to send you a private message.
Regards
Lee_R
on 18-10-2021 18:47