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quietkoala
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Less than a tenth of expected upload speeds all day.

Hello!

For the last few weeks, I have been experiencing extremey low upload speeds with my Super Hub 3. Yesterday, I received 0.00Mbps on the Ookla speed test, but I tend to get in the range of 0 to 0.50Mbps.

This is frustrating, as we have the M100 package which apparently should have an average upload of 10Mbps. Even testing at midnight shows upload speeds with peaks of only about 0.70 Mbps upload.

I also always use a wired connection, i.e. ethernet directly to the SuperHub.

My download speeds are not proportionally reduced as much. I am still getting 30Mbps on the speedtest, which is a third of what I suspect. However, sometimes this download speed will drop to 2 or 3 Mbps for a short while.

I've tried doing the pinhole reset on the SuperHub, and I succeeded, but there was no improvement after doing so. I've also tried disconnecting all devices except one computer to do the speedtest on. No improvement there either.

Any help would be much appreciated. Thanks!

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DJ_Shadow1966
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Message 2 of 16
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Re: Less than a tenth of expected upload speeds all day.

Hello
Thank for joining in on the forum, we will try the best to get your issue resolved.

How are you doing the speedtest is it either wired or wireless, wired is always the best option. If wired can you please do the following :-

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amount of data to the hub asking if it still on.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Mike_G2
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Message 3 of 16
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Re: Less than a tenth of expected upload speeds all day.

Hello,

If you would like to PM you details i can have a look into you issue for you.

I am a Virgin Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please mark as helpful or consider leaving the post some kudos.

Here to help! I'm a technician helping out whilst working from home. Find out more


quietkoala
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Message 4 of 16
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Re: Less than a tenth of expected upload speeds all day.

Hi!

Thanks for the response. I'm doing my speedtest wired via an ethernet cable.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1202750000-2.437256 qam9
2138750000-137256 qam1
3146750000-0.737256 qam2
4154750000-137256 qam3
5162750000-1.237256 qam4
6170750000-1.537256 qam5
7178750000-1.737256 qam6
8186750000-1.737256 qam7
9194750000-237256 qam8
10210750000-2.437256 qam10
11218750000-2.737256 qam11
12226750000-337256 qam12
13234750000-3.537256 qam13
14242750000-3.937256 qam14
15250750000-438256 qam15
16258750000-438256 qam16
17266750000-4.238256 qam17
18274750000-4.238256 qam18
19282750000-4.438256 qam19
20290750000-4.538256 qam20
21298750000-4.538256 qam21
22306750000-4.438256 qam22
23314750000-4.438256 qam23
24322750000-4.238256 qam24



Downstream bonded channels

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

1Locked37.6670
2Locked37.38310
3Locked37.34820
4Locked37.36600
5Locked37.32570
6Locked37.62020
7Locked37.62200
8Locked37.32280
9Locked37.61170
10Locked37.3880
11Locked37.6920
12Locked37.62110
13Locked37.32800
14Locked37.32640
15Locked38.61930
16Locked38.6900
17Locked38.6840
18Locked38.91090
19Locked38.6890
20Locked38.61220
21Locked38.91390
22Locked38.91310
23Locked38.61340
24Locked38.61060

I will private message you both the Network Log.

I've checked the cables. Not quite sure what I'm looking for, but it looks all good to me.

Thank you

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quietkoala
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Message 5 of 16
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Re: Less than a tenth of expected upload speeds all day.

Upstream bonded channels

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

1326000354.925512064 qam5
2537000575.1512064 qam2
3394000305.025512064 qam4
4462001485.075512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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quietkoala
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Message 6 of 16
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Re: Less than a tenth of expected upload speeds all day.

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file****



Primary Downstream Service Flow

SFID346836
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID346835
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Lisa_CC
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Message 7 of 16
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Re: Less than a tenth of expected upload speeds all day.

Welcome to our Forum quietkoala and sorry to hear that you're experiencing some issues with your broadband.

 

I've had a peek at your details and can see that there is an outage in your area that has been logged. The ticket is F007661893 with and estimated fix time of 22/04/20. There are plans to make some upgrades in your area which should improve your broadband service but in the meantime please be patient with us as we work on the fix.

 

Regards,

 

Lisa

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quietkoala
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Message 8 of 16
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Re: Less than a tenth of expected upload speeds all day.

Hi Lisa. Thank for the response and help. That fix used to have an estimated fix time of 1st April, and when I asked for more information about this fix, they said it started in December! This is confusing, as I have only had this issue from February. What are your thoughts on this? Do you think they could be separate issues?
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John_GS
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Message 9 of 16
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Re: Less than a tenth of expected upload speeds all day.

Depending on the complexity of the fault it can take longer than normal to fix but rest assured we'd be doing everything we can to sort asap

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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quietkoala
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Message 10 of 16
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Re: Less than a tenth of expected upload speeds all day.

It's not so much that it got delayed, it's more that I wasn't experiencing this issue before February, but apparently this issue has existed since December. It makes me worried that these are 2 different problems which might require 2 different solutions.
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