Poor upload speeds and eratic download

[ZinG]

Recently received the free speed boost to 600mb and everything had been initially fine but noticed the download speed is a little eratic with one minute fast then next not so fast.

On looking at the levels in the router the biggest issue looks like my upstream and that was in the 40mb+ range and now lucky if I can get 18mb. Appears to be T3 timeouts and the channels are not optimal either.

Can someone at VM look into this please?

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	235000000	3.2	40	256 qam	13
2	203000000	3.7	40	256 qam	9
3	211000000	3.5	40	256 qam	10
4	219000000	3.5	40	256 qam	11
5	227000000	3.4	40	256 qam	12
6	243000000	2.7	40	256 qam	14
7	251000000	2.5	40	256 qam	15
8	259000000	2.9	40	256 qam	16
9	267000000	3.7	40	256 qam	17
10	275000000	4	40	256 qam	18
11	283000000	4	40	256 qam	19
12	291000000	4.1	40	256 qam	20
13	299000000	4.4	40	256 qam	21
14	307000000	4.6	40	256 qam	22
15	315000000	4.8	40	256 qam	23
16	323000000	5	40	256 qam	24
17	331000000	4.9	40	256 qam	25
18	371000000	3.7	40	256 qam	26
19	379000000	3.4	40	256 qam	27
20	387000000	3.4	40	256 qam	28
21	395000000	3.4	40	256 qam	29
22	403000000	3.2	40	256 qam	30
23	411000000	3.4	40	256 qam	32
24	419000000	3.2	40	256 qam	31

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	1010	5
2	Locked	40.3	412	0
3	Locked	40.9	429	0
4	Locked	40.3	738	1
5	Locked	40.9	741	0
6	Locked	40.9	1607	0
7	Locked	40.3	532	3
8	Locked	40.9	556	0
9	Locked	40.3	492	14
10	Locked	40.9	371	0
11	Locked	40.9	351	0
12	Locked	40.9	338	0
13	Locked	40.3	479	1
14	Locked	40.3	339	0
15	Locked	40.3	304	0
16	Locked	40.3	467	0
17	Locked	40.3	546	0
18	Locked	40.9	494	0
19	Locked	40.9	770	0
20	Locked	40.3	596	0
21	Locked	40.9	545	0
22	Locked	40.9	835	0
23	Locked	40.3	967	0
24	Locked	40.9	772	0

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

1	32600278	47.5	5120	64 qam	3
2	46200000	47.5	5120	32 qam	1
3	25800279	47.5	5120	32 qam	4
4	39400000	47.5	5120	16 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	9	0
4	ATDMA	0	0	7	0

[Molly_G]

Hi ZinG,

Thanks for your post and I'm very sorry to hear that you're receiving erratic speeds since your upgrade. I can certainly take a look into your account and hopefully shed some light on what's going on here.

I'll drop you a pm - look out for the purple envelope at the top of the page!

[Molly_G]

Hi @ZinG,

Thanks for confirming for me via pm. I've had a look into the account and can't see from our side anything unusual or out of spec for now. 

In order to help further please can I just get some more information from you:

• Are the erratic speeds occurring across multiple devices?
• Are the issues happening across both ethernet and WiFi connections?
• Are you currently using any 3rd party equipment for the broadband eg. boosters?

I would also like to suggest that you set up a BQM (Broadband Quality Monitor) and monitor this for a few days. It will record you broadband 24/7/365 and will give us a clearer picture as to what may be happening. 

Keep me posted,

[ZinG]

The erratic upload speeds mainly were from wired connections direct to the hub.

Why the varying qam? One time you check two are 64 and others 32 then as low as 16 and these seem to always coinside with T3 errors

[lotharmat]

Looks like VM need to either send out an engineer to you or the street cabinet!

[ZinG]

Better than it has been for quite awhile today but still have moments when the whole net just seems to grind to a halt, and my son has been commenting on lag in his gaming not all the time but just like inexplicable moments.

The BQM does appear to show higher latency at times

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e5a01f7a91b8ade85eb688223089211c58...

[Laurie_C]

Hi ZinG,

Thanks for getting back to me. I've had another look at your account, and I'm afraid that I still can't see any issues from our end.

• Could you check your Ethernet cable for any damage/try connecting with another Ethernet cable?

Please let me know if the issue persists once you've tried this, and I'll be happy to take a closer look at this for you.

Thanks,

[ZinG]

Anychance of taking a look again? The upload is back to being very eratic ranging from 2-5mb upload and then burst back to the 40-42mb we usually get then back to 10-15 and so on.

I wasn't aware of it thinking all was fine until my son these past two or three days has complained of extremely poor upload speeds hub has been rebooted a couple of times making zero difference.

Surely channel 3 is a problem with this issue

Refresh data

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

1	32600000	48.5	5120	64 qam	3
2	46200000	49.3	5120	64 qam	1
3	25800000	48.8	5120	16 qam	4
4	39400000	48.8	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	7	0
4	ATDMA	0	0	0	0

Given the router has an uptime of 4hrs at the time of writing since the reboot seven T3 timeouts on channel 3 and the same channel being bonded at 16qam does make me wonder

[Ayisha_B]

Hi @ZinG,

Welcome to our Community Forums and thanks for posting. 

I am sorry to hear you are still having some issues. I have taken a look at your account and we have identified a connectivity issue that would cause performance related issues with your connection. 

We do apologise for this and can confirm that our network teams are now aware of the issue that has been impacting your connection and we hope to have the issue fixed as soon as possible.

The outage will be added to our Service Status options shortly so you can register for updates on the outage and we'll let you know when it's been fixed.

Regards

[ZinG]

Thanks for this the upload is still terrible this morning with yet more T3 errors on that channel, however my service status still shows as no problems with the connection.

When will this be added as a fault? So I can track it