30-08-2022 11:43 - edited 30-08-2022 11:44
Hi all, new to the forums - As I cannot bear to go to proper customer support with this type of thing and get the same old recycled lies and assurances.
I've used the outage service and it's making me wait another 22hrs etc as it always does, but this issue has been going on for about 2 weeks now.
I'm on m350. Download seems OK - usually high 200s to low 300s at worst. Uploads, however, have been awful.
The upload speed is almost more important to me than download speed at times and when it's barely scraping the high teens Mbps it's downright infuriating - I upgraded to 350 purely based on needing faster upload. I hate the asymmetric lines we're stuck with here - roll on the new infrastructure being installed in my area!
Could someone please have a glance at these figures and see if they look OK? I'm not entirely sure how to decipher what's good or bad in the numbers. Some of them SEEM quite high though compared to what I'm seeing other people posting?
I'm operating the superhub in Modem mode, using an asus router for my routing and then using mesh access points. Nothing in the network has changed for a long time so it's nothing internal.
STATUS PAGE:
DOWNSTREAM
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 139000000 | -2 | 38 | 256 qam | 1 |
2 | 147000000 | -1.2 | 38 | 256 qam | 2 |
3 | 155000000 | -0.9 | 38 | 256 qam | 3 |
4 | 163000000 | -1.2 | 40 | 256 qam | 4 |
5 | 171000000 | -0.2 | 38 | 256 qam | 5 |
6 | 179000000 | -0.2 | 40 | 256 qam | 6 |
7 | 187000000 | -0.4 | 38 | 256 qam | 7 |
8 | 195000000 | -0.4 | 38 | 256 qam | 8 |
9 | 203000000 | -0.5 | 38 | 256 qam | 9 |
10 | 211000000 | -0.5 | 40 | 256 qam | 10 |
11 | 219000000 | 0 | 40 | 256 qam | 11 |
12 | 227000000 | -0.4 | 38 | 256 qam | 12 |
13 | 235000000 | 0.2 | 40 | 256 qam | 13 |
14 | 243000000 | -0.7 | 38 | 256 qam | 14 |
15 | 251000000 | 0 | 40 | 256 qam | 15 |
16 | 259000000 | -1 | 38 | 256 qam | 16 |
17 | 267000000 | 0.2 | 40 | 256 qam | 17 |
18 | 275000000 | -1.2 | 38 | 256 qam | 18 |
19 | 283000000 | 0 | 38 | 256 qam | 19 |
20 | 291000000 | -1.7 | 38 | 256 qam | 20 |
21 | 299000000 | -0.2 | 38 | 256 qam | 21 |
22 | 307000000 | -1.5 | 38 | 256 qam | 22 |
23 | 315000000 | 0.2 | 38 | 256 qam | 23 |
24 | 323000000 | 0.2 | 38 | 256 qam | 24 |
Downstream bonded channels | |||||
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors | |
1 | Locked | 38.6 | 8 | 0 | |
2 | Locked | 38.9 | 6 | 0 | |
3 | Locked | 38.9 | 0 | 0 | |
4 | Locked | 40.3 | 0 | 0 | |
5 | Locked | 38.9 | 0 | 0 | |
6 | Locked | 40.3 | 5 | 0 | |
7 | Locked | 38.9 | 16 | 0 | |
8 | Locked | 38.9 | 5 | 0 | |
9 | Locked | 38.9 | 5 | 0 | |
10 | Locked | 40.3 | 5 | 0 | |
11 | Locked | 40.3 | 0 | 0 | |
12 | Locked | 38.9 | 1 | 0 | |
13 | Locked | 40.3 | 0 | 0 | |
14 | Locked | 38.9 | 0 | 0 | |
15 | Locked | 40.3 | 0 | 0 | |
16 | Locked | 38.6 | 0 | 0 | |
17 | Locked | 40.3 | 0 | 0 | |
18 | Locked | 38.9 | 9 | 0 | |
19 | Locked | 38.9 | 0 | 0 | |
20 | Locked | 38.9 | 7 | 0 | |
21 | Locked | 38.9 | 0 | 0 | |
22 | Locked | 38.9 | 0 | 0 | |
23 | Locked | 38.9 | 0 | 0 | |
24 | Locked | 38.9 | 3 | 0 |
UPSTREAM PAGE:
Upstream bonded channels | |||||
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 39400000 | 57 | 5120 | 64 qam | 4 |
Upstream bonded channels | |||||
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | ATDMA | 0 | 0 | 0 | 0 |
CONFIGURATION PAGE
General Configuration | |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062-b.cm |
Primary Downstream Service Flow | |
SFID | 53370 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow | |
SFID | 53369 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 30-08-2022 11:53
Your upstream power levels are too high, this will be the cause of your poor upload, do you have any unused splitters or attenuators on your line you can remove?
on 30-08-2022 12:01
Thanks - good to know it's something external to my network.
Do you mean couplers/splitters etc on the main line coming in? I don't think there's anything not being used - although this hasn't changed in a long time, so for it to suddenly be an issue would be strange. I've always thought the line coming in was very poorly done. The wire's slung over the roof and just trails down the tiles at the back, then down the wall and in. There doesn't look to be anything technically 'wrong' with it, but it's not a 'proper job' that's for sure!
We do have cityfibre tearing up the city installing lines so maybe they've caused issues for virgin? Is that possible?
on 30-08-2022 12:08
Hey @Megatonks,
Welcome to the community and thanks for taking the time to post your issue on the forums.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked into this and we would need to send out a technician visit to resolve.
I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Regards,
Steven_L
on 30-08-2022 13:55
Thanks for confirming your details via private message @Megatonks
I have arranged the appointment, and you can track your engineer appointments online. Simply sign into My Virgin Media and you will see your appointments on your account dashboard. However, this can take up to 24 hours to be updated.
Regards,
Steven_L
on 07-09-2022 08:10
Engineer visit was done last week and, as pointed out, it seems I had some old/dodgy connections around the house causing high upstream powers. All replaced now, even back to the junction box in the neighbour's garden and upload is back up to where it should be now!
Thanks