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meldon
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M500 Upload speed has dropped

Hi All,

My upload speed has dropped around a week ago to 10-20Mbs but sometimes as low as 6. I'm on M500 and was reliably seeing upload speeds of 37Mbps before. Download looks fine, over 500 but slightly less than I used to get, around 550. My PC connection is wired, gigabit, with the Hub 3 in modem mode with a TP-Link router. Looks like my upload modulation values have dropped, Router status output below. Any help appreciated.

Upstream bonded channels

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

1462000003.25512032 qam3
2394000003.15512032 qam4
3258001413512016 qam6
4325999853.05512016 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Downstream bonded channels

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

11387500007.137256 qam1
2146750000737256 qam2
31547500006.537256 qam3
41627500006.337256 qam4
5170750000637256 qam5
61787500005.537256 qam6
71867500005.437256 qam7
81947500005.137256 qam8
92027500004.937256 qam9
102107500004.537256 qam10
112187500004.137256 qam11
122267500003.936256 qam12
132347500003.736256 qam13
142427500003.436256 qam14
152507500003.236256 qam15
16258750000337256 qam16
172667500002.937256 qam17
182747500002.736256 qam18
192827500002.937256 qam19
20290750000337256 qam20
212987500003.536256 qam21
223067500003.737256 qam22
23314750000437256 qam23
24322750000437256 qam24



Downstream bonded channels

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

1Locked37.650
2Locked37.640
3Locked37.600
4Locked37.600
5Locked37.350
6Locked37.600
7Locked37.300
8Locked37.640
9Locked37.360
10Locked37.300
11Locked37.340
12Locked36.600
13Locked36.640
14Locked36.600
15Locked36.600
16Locked37.3130
17Locked37.370
18Locked36.600
19Locked37.370
20Locked37.3140
21Locked36.6180
22Locked37.660
23Locked37.340
24Locked37.300
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MikeRobbo
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Alessandro Volta
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Message 2 of 9
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Re: M500 Upload speed has dropped

The Power differential on some of your Downstream Channels is too high.

Your Upstream Power levels look low to me and you have two channels on 32 QAM and two on 64 QAM - they should all be on 64 QAM

You will need an engineer visit to put things back into spec.

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

1462000003.25512032 qam3
2394000003.15512032 qam4
3258001413512016 qam6
4325999853.05512016 qam5

 

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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meldon
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Re: M500 Upload speed has dropped

Thanks for the info Mike. I'm going to try resetting the hub, then I'll raise it with VM if it hasn't been sorted.

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stobbsie
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Re: M500 Upload speed has dropped

Having similar issues myself ...had the 500 installed yesterday and I’m getting 250 and upload right now is 2.5 

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meldon
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Re: M500 Upload speed has dropped

I've reset the hub 3 but am still having the issues. The modulation has dropped to 16 on the upstream channels.

 

Upstream bonded channels

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

1393997173.25512016 qam4
2462000003.325512016 qam3
3257997743.075512016 qam6
4325999903.125512016 qam5
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MikeRobbo
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Alessandro Volta
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Message 6 of 9
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Re: M500 Upload speed has dropped


@stobbsie wrote:

... snip ... 


If you want assistance please start your own thread.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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David_Bn
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Re: M500 Upload speed has dropped

Good Morning meldon,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

I can see that you were able to speak to our team yesterday morning in regards to the speed issues.

 

Do please update the thread to let us know how you get along with the visit

 

Kindest regards,

 

David_Bn

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meldon
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Re: M500 Upload speed has dropped

Hi David,

I just had a VM engineer visit. He didn't realise that my property has a fibre connection, so he was unable to help.

The connection is fibre to my property, into a boostral 710 then docsis to the Hub 3. When installation was carried out, it required two visits. The first was by SCCI Alphatrack Ltd who checked that the fibre connection was working. Then a virgin media engineer installed the Boostral 710 and connected it to the Hub 3.

I'm not sure who needs to be involved at this stage.

My upstream stats are currently:

Upstream bonded channels

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

1394000003.15512032 qam4
2462001953.25512016 qam3
3257997223512016 qam6
4326000003.05512032 qam5
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meldon
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Message 9 of 9
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Re: M500 Upload speed has dropped

Still haven't heard anything.... The current values are:

Downstream bonded channels

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

11387500006.937256 qam1
21467500006.637256 qam2
31547500006.437256 qam3
4162750000637256 qam4
51707500005.937256 qam5
61787500005.437256 qam6
71867500005.137256 qam7
8194750000537256 qam8
92027500004.637256 qam9
102107500004.537256 qam10
11218750000437256 qam11
122267500003.736256 qam12
132347500003.536256 qam13
142427500003.236256 qam14
15250750000337256 qam15
162587500002.537256 qam16
172667500002.536256 qam17
182747500002.537256 qam18
192827500002.937256 qam19
20290750000337256 qam20
212987500003.537256 qam21
223067500003.537256 qam22
233147500003.737256 qam23
24322750000437256 qam24



Downstream bonded channels

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

1Locked37.61840
2Locked37.6990
3Locked37.31080
4Locked37.31560
5Locked37.613713
6Locked37.61600
7Locked37.31700
8Locked37.31520
9Locked37.62610
10Locked37.32560
11Locked37.62740
12Locked36.641025
13Locked36.64290
14Locked36.65410
15Locked37.369315
16Locked37.36710
17Locked36.67580
18Locked37.37400
19Locked37.66120
20Locked37.35890
21Locked37.35320
22Locked37.34540
23Locked37.63690
24Locked37.629151

 

Upstream bonded channels

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

1394000433.175512032 qam4
2462001363.279512032 qam3
3258000193.025512016 qam6
4325998683.075512032 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

28/09/2020 00:00:4criticalNo Ranging Response received - T3 time-out;CM-MAC=;:;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 23:17:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 12:25:53Warning!Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
24/09/2020 12:25:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
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