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Poor upload speeds - Cheltenham Area

Megatonks
Tuning in

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:

Megatonks_0-1661855963727.png

DOWNSTREAM

      
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1139000000-238256 qam1
2147000000-1.238256 qam2
3155000000-0.938256 qam3
4163000000-1.240256 qam4
5171000000-0.238256 qam5
6179000000-0.240256 qam6
7187000000-0.438256 qam7
8195000000-0.438256 qam8
9203000000-0.538256 qam9
10211000000-0.540256 qam10
11219000000040256 qam11
12227000000-0.438256 qam12
132350000000.240256 qam13
14243000000-0.738256 qam14
15251000000040256 qam15
16259000000-138256 qam16
172670000000.240256 qam17
18275000000-1.238256 qam18
19283000000038256 qam19
20291000000-1.738256 qam20
21299000000-0.238256 qam21
22307000000-1.538256 qam22
233150000000.238256 qam23
243230000000.238256 qam24
      
      
Downstream bonded channels     
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked38.680 
2Locked38.960 
3Locked38.900 
4Locked40.300 
5Locked38.900 
6Locked40.350 
7Locked38.9160 
8Locked38.950 
9Locked38.950 
10Locked40.350 
11Locked40.300 
12Locked38.910 
13Locked40.300 
14Locked38.900 
15Locked40.300 
16Locked38.600 
17Locked40.300 
18Locked38.990 
19Locked38.900 
20Locked38.970 
21Locked38.900 
22Locked38.900 
23Locked38.900 
24Locked38.930 

 

UPSTREAM PAGE:

Upstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13940000057512064 qam4
      
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000



 

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 
SFID53370
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0
  
  
Primary Upstream Service Flow 
SFID53369
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
5 REPLIES 5

jb66
Very Insightful Person
Very Insightful Person

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?

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?

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

Steven_L
Forum Team
Forum Team

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

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