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Vid123
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Internet (Partial Service (US only))

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

1203000000038256 qam9
22110000001.538256 qam10
32190000000.933256 qam11
4227000000-1.533256 qam12
5235000000-1.738256 qam13
6243000000-0.738256 qam14
7251000000038256 qam15
8259000000-0.240256 qam16
92670000000.238256 qam17
10275000000138256 qam18
112830000002.540256 qam19
122910000001.238256 qam20
132990000000.738256 qam21
143070000001.438256 qam22
15315000000340256 qam23
16323000000340256 qam24
17331000000240256 qam25
183390000001.238256 qam26
193470000002.740256 qam27
203550000002.440256 qam28
213630000000.540256 qam29
223710000000.440256 qam30
233790000001.540256 qam31
243870000001.940256 qam32

Downstream bonded channels

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

1Locked38.939166
2Locked38.932950
3Locked33.970637745993
4Locked33.316385923456759589
5Locked38.629342
6Locked38.633357
7Locked38.924527
8Locked40.31610
9Locked38.9760
10Locked38.92030
11Locked40.31970
12Locked38.91080
13Locked38.9937
14Locked38.9780
15Locked40.3620
16Locked40.3540
17Locked40.3340
18Locked38.9450
19Locked40.3280
20Locked40.9150
21Locked40.990
22Locked40.9170
23Locked40.3160
24Locked40.320

 

 

Upstream bonded channels

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

13260000554512064 qam3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010

 

Network Log

Time Priority Description

08/10/2021 20:56:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 20:56:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 20:40:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 20:39:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 20:37:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 20:13:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 19:28:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 19:26:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 18:44:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 18:43:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 18:21:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 18:21:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 18:18:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 18:15:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 18:14:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 17:52:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 17:52:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 17:36:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 17:35:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 16:57:30Warning!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

 

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Natalie_L
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Re: Internet (Partial Service (US only))

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 

 

 

 

 

Nat
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Vid123
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Re: Internet (Partial Service (US only))

Hi Natalie

Thanks a lot for your response!

The current speed via Ethernet connection. 

Vid123_0-1633943439471.png

 

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.

Vid123_1-1633943560130.png

 

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

 

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Martin_N
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Re: Internet (Partial Service (US only))

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

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Andrew-G
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Re: Internet (Partial Service (US only))

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.

Lee_R
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Re: Internet (Partial Service (US only))

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

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Lee_R
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Re: Internet (Partial Service (US only))

Hi @Vid123 thanks for responding to my private message.

I have booked the first available technician to attend your property.  You can view and amend the appointment here.

Regards


Lee_R

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