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danouk
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Message 1 of 26
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Low upload speed daily in the evening

Hi,

I have mentioned my issue as a reply on another thread, but wanted to share my own experience in case it's different.

Never had any issues during my time with Virgin, always had a consistent connection, but in the last 2 weeks approximately my upload speed has dropped from 20mbps to between 0.5-5mbps in the evening and sometimes in the day. 

I have a T200 package, I have a Super Hub 3 which is in Modem mode.

When I check service status in the area it says everything is fine, but when I click on the equipment test, it says there may be an issue affecting people in the area. The issues generally only happen when support lines are closed so it's very frustrating as I can't report it at the time. I'll post info from router now:

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danouk
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Message 2 of 26
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Re: Low upload speed daily in the evening

Downstream bonded channels

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

1331000000-0.738256 qam25
2203000000-1.538256 qam9
3211000000-1.438256 qam10
4219000000-1.938256 qam11
5227000000-2.238256 qam12
6235000000-1.938256 qam13
7243000000-238256 qam14
8251000000-2.538256 qam15
9259000000-2.238256 qam16
10267000000-238256 qam17
11275000000-2.538256 qam18
12283000000-2.738256 qam19
13291000000-2.238256 qam20
14299000000-1.538256 qam21
15307000000-0.738256 qam22
16315000000-0.940256 qam23
17323000000-138256 qam24
18339000000-0.440256 qam26
19347000000-138256 qam27
20355000000-1.240256 qam28
21363000000-0.740256 qam29
22371000000-1.540256 qam30
23379000000-238256 qam31
24387000000-1.438256 qam32



Downstream bonded channels

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

1Locked38.9460
2Locked38.6498
3Locked38.6280
4Locked38.6430
5Locked38.6370
6Locked38.6520
7Locked38.9460
8Locked38.91140
9Locked38.6500
10Locked38.9330
11Locked38.6620
12Locked38.6710
13Locked38.6430
14Locked38.6660
15Locked38.9750
16Locked40.3480
17Locked38.9770
18Locked40.3380
19Locked38.9630
20Locked40.3530
21Locked40.3330
22Locked40.3520
23Locked38.9650
24Locked38.9350
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danouk
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Message 3 of 26
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Re: Low upload speed daily in the evening

Upstream bonded channels

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

14619983143.8512016 qam3
25370037043.8512016 qam2
36029952544.3512032 qam1
43939899243.5512016 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0070
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danouk
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Message 4 of 26
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Re: Low upload speed daily in the evening

Network Log  
   
TimePriorityDescription
17/12/2021 23:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 22:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 23:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 20:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 15:21ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 19:01criticalNo Ranging Response received - T3 time-out;CM-MAC=4**:**:**:**:**:**;;CMTS-MAC=**:**:**:**:**:**;;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2021 11:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0
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Icantcrabhere
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Message 5 of 26
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Re: Low upload speed daily in the evening

Your upstream modulation(QAM) is absolutely shot - all 4 should be locked to 64.
(so is mine, we're like twins)
Also quite a few "Partial service" errors in the log.

Looks like a noise issue.
That'll require a technician visit.
Going to have to wait for a member of staff to best advise/book one for you.

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danouk
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Message 6 of 26
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Re: Low upload speed daily in the evening

Thank you for the response, its much appreciated. I'll call tomorrow and try and arrange.

From what I'm hearing from others though they won't organise engineers whilst there's an issue in the area despite the fact its been 2 weeks and still haven't recognised the issue on the service status for us until we test equipment 

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danouk
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Message 7 of 26
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Re: Low upload speed daily in the evening

Internet down on the whole street since 1pm today. Yet another issue, 4th outage in past 2 weeks. Virgin has always been quite reliable until this, becoming utterly painful to try and work from home. 

 

Would welcome a response from someone at Virgin on this issue. 4 neighbours having the exact issues for weeks now and nothing is being communicated to us despite the issues being reported. 

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John_GS
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Message 8 of 26
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Re: Low upload speed daily in the evening

Hi @danouk

Thanks for posting and welcome to the community. Apologies for the low upload speed issue.

I've done a system check and you are affected by an SNR (signal to noise ratio).

The fault reference is F009497920. The estimated fix date is tomorrow at 3pm.

Please monitor the connection for me after this time and let us know if any issues.

Best,

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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danouk
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Message 9 of 26
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Re: Low upload speed daily in the evening

Thanks for the reply. I heard from a neighbour that he has a fault reference for this now.

My BQM has been running for a few days now and can see the issues are between 8am and 8pm so I'll see if this gets better tomorrow.

Are the recent outages linked to this issue also as they're very localised mainly?

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danouk
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Message 10 of 26
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Re: Low upload speed daily in the evening

Okay so your 3pm deadline has passed, and no difference. 8pm the problems again kicked in.

Please see BQM data here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4ee4c4e04e161432dbff8e044862116b1e2bd480

Is there a new Fault Reference now or is that one extended and what is the ETA on a fix? I've seen multiple posts of fix dates just published and then being pushed back multiple times and this has been going on for weeks so please can you let me know what is being done to address these issues? 

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