on 29-08-2021 17:37
Hello,
For the past 2-3 days I have been experiencing an extremely slow upload speed. Using internet speed test at times its 0.6 Mbps, other times it's slightly higher, however it's very inconsistent.
I have tried this on both wired and wireless connections.
I've rebooted the hub and my router multiple times, but neither help.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | 1.4 | 38 | 256 qam | 25 |
2 | 202750000 | 0.7 | 38 | 256 qam | 9 |
3 | 210750000 | 0.5 | 38 | 256 qam | 10 |
4 | 218750000 | 0 | 38 | 256 qam | 11 |
5 | 226750000 | -0.2 | 38 | 256 qam | 12 |
6 | 234750000 | -0.4 | 38 | 256 qam | 13 |
7 | 242750000 | -0.5 | 38 | 256 qam | 14 |
8 | 250750000 | 0 | 38 | 256 qam | 15 |
9 | 258750000 | 0 | 38 | 256 qam | 16 |
10 | 266750000 | 0.2 | 38 | 256 qam | 17 |
11 | 274750000 | 0.2 | 38 | 256 qam | 18 |
12 | 282750000 | 0.7 | 38 | 256 qam | 19 |
13 | 290750000 | 0.7 | 38 | 256 qam | 20 |
14 | 298750000 | 0.7 | 38 | 256 qam | 21 |
15 | 306750000 | 1 | 38 | 256 qam | 22 |
16 | 314750000 | 1 | 38 | 256 qam | 23 |
17 | 322750000 | 1 | 38 | 256 qam | 24 |
18 | 338750000 | 1.5 | 38 | 256 qam | 26 |
19 | 346750000 | 1.2 | 40 | 256 qam | 27 |
20 | 354750000 | 0.7 | 38 | 256 qam | 28 |
21 | 362750000 | 0.2 | 40 | 256 qam | 29 |
22 | 370750000 | 0.2 | 38 | 256 qam | 30 |
23 | 378750000 | 0.2 | 38 | 256 qam | 31 |
24 | 386750000 | 0 | 38 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 22 | 0 |
2 | Locked | 38.6 | 55 | 8 |
3 | Locked | 38.9 | 54 | 4 |
4 | Locked | 38.6 | 41 | 9 |
5 | Locked | 38.6 | 60 | 1 |
6 | Locked | 38.6 | 43 | 9 |
7 | Locked | 38.6 | 44 | 13 |
8 | Locked | 38.6 | 62 | 0 |
9 | Locked | 38.6 | 36 | 0 |
10 | Locked | 38.9 | 40 | 0 |
11 | Locked | 38.6 | 16 | 0 |
12 | Locked | 38.9 | 25 | 0 |
13 | Locked | 38.9 | 14 | 0 |
14 | Locked | 38.6 | 13 | 0 |
15 | Locked | 38.9 | 14 | 0 |
16 | Locked | 38.9 | 24 | 0 |
17 | Locked | 38.6 | 28 | 0 |
18 | Locked | 38.9 | 20 | 0 |
19 | Locked | 40.3 | 23 | 0 |
20 | Locked | 38.9 | 11 | 0 |
21 | Locked | 40.9 | 12 | 0 |
22 | Locked | 38.9 | 17 | 0 |
23 | Locked | 38.9 | 22 | 0 |
24 | Locked | 38.9 | 8 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 39.5 | 5120 | 32 qam | 4 |
2 | 32600000 | 39.3 | 5120 | 32 qam | 5 |
3 | 46200000 | 39.8 | 5120 | 32 qam | 3 |
4 | 53700000 | 39.8 | 5120 | 32 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 3 | 0 |
2 | ATDMA | 0 | 0 | 10 | 0 |
3 | ATDMA | 0 | 0 | 10 | 0 |
4 | ATDMA | 0 | 0 | 9 | 0 |
on 29-08-2021 17:38
The log is full of the following as well
Network Log
Time Priority Description
29/08/2021 16:32:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 16:32:6 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 16:27:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 16:27:27 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:59:41 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:40:51 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:40:51 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:00:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 15:00:35 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 14:55:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 14:55:36 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 14:50:16 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 14:50:16 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 10:40:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 10:40:41 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 10:27:41 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 10:27:41 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/08/2021 10:27:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 30-08-2021 09:52
I am not sure what else I can do, I've tried everything, hard resets, any ideas?
on 31-08-2021 12:01
Your upstream channels are not connecting correctly. Since you have already tried a hard reset without success I suggest you call it in as a fault.
on 01-09-2021 14:32
Can a Virgin employee please help me?
It's fine one minute and then it just hangs the next. I have rebooted, ran the tests which claim it's fine. I had problems a year ago and it has been working perfectly since then. Now in the last week it's just gone kaput.
214.4
Mbps download
8.11
Mbps upload
156.1
Mbps download
0.10
Mbps upload
on 01-09-2021 16:37
on 01-09-2021 17:22
Hi @meebo,
Welcome back to our Community Forums! Thank you for your post, and I'm sorry to hear that you're experiencing some ongoing connection and speed issues with your broadband!
I can understand how frustrating this can be.
I was able to locate your account via our Forum details and can see that there is an active SNR (Signal to Noise Ratio) outage in your area. The fault reference number is F009246252 and its estimated fix date and time is 09/09/21 at 9am.
I have raised a work order on our system, so we're aware that you're experiencing this issue.
Please reboot your equipment on that date and see if your connection and speeds have improved.
Keep us updated and let us know if there's anything else we can do to help.
Thank you!
on 06-09-2021 05:37
@Paulina_Z
Thank you for the update. Regarding the fault, F009246252, is there some way for me to track its status online?
on 08-09-2021 08:29
Hi @meebo,
I've just checked the ticket number for you, and it appears that it has now been closed and considered to be resolved.
Can you confirm if the issue is ongoing for you today?
Thanks,
on 08-09-2021 09:54
Hi Zach,
Yes it does seem to be better this morning, I will follow up if I experience any issue today, but so far it seems like it's fixed.