on 27-02-2023 09:11
Hello, is there an issue in the area Rm3 9nf. Noticed yesterday when doing some uploads things seemed slow. Speed tests this morning confirming that. Download seems ok but upload speed (which is usually around 50 mbits) is all over the place ranging as low as 1 mbit and 10-15 mbits at best. Tried various speedtest servers, rebooted hub. No change. Checked Sam Knows on a wired/ethernet connected computer to eliminate wifi being an issue and this returns similar low upload speed results
Answered! Go to Answer
on 02-03-2023 11:56
The Upstream bonded channels are degraded and it is likely to be affecting the folks all around you.
The Modulation is supposed to be QAM 64 for the best upload speeds. QAM 16 shows there is a noise fault in your area.
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 | 49600000 | 41.5 | 5120 | QAM 16 | 1 |
1 | 43100000 | 41.8 | 5120 | QAM 16 | 2 |
2 | 36600000 | 42 | 5120 | QAM 16 | 3 |
3 | 30100000 | 42.5 | 5120 | QAM 16 | 4 |
4 | 23600000 | 43 | 5120 | QAM 16 | 5 |
on 27-02-2023 10:03
on 27-02-2023 19:39
Well into the evening and still doing it. Still saying there are issues when I ring the number with no indication of what is up and whether it will be fixed anytime soon. I'd like some more detail. If it helps here's some stats from the Hub 5, doesn't mean much to me:
Item Status Comments
Acquired Downstream Channel(Hz) | 306000000 | Locked |
Ranged Upstream Channel(Hz) | 49600000 | Ranged |
Provisioning State | Online | Operational |
Downstream bonded channels
1 | 306000000 | 3.9 | 39 | QAM 256 | 22 |
2 | 138000000 | 3.8 | 37 | QAM 256 | 1 |
3 | 146000000 | 4.1 | 37 | QAM 256 | 2 |
4 | 154000000 | 3.8 | 37 | QAM 256 | 3 |
5 | 162000000 | 3.6 | 37 | QAM 256 | 4 |
6 | 170000000 | 3.8 | 38 | QAM 256 | 5 |
7 | 178000000 | 3.5 | 38 | QAM 256 | 6 |
8 | 186000000 | 3.6 | 38 | QAM 256 | 7 |
9 | 194000000 | 3.7 | 38 | QAM 256 | 8 |
10 | 202000000 | 3.3 | 38 | QAM 256 | 9 |
11 | 210000000 | 3.3 | 38 | QAM 256 | 10 |
12 | 218000000 | 2.9 | 38 | QAM 256 | 11 |
13 | 226000000 | 2.5 | 38 | QAM 256 | 12 |
14 | 234000000 | 2.6 | 38 | QAM 256 | 13 |
15 | 242000000 | 1.9 | 38 | QAM 256 | 14 |
16 | 250000000 | 1.2 | 38 | QAM 256 | 15 |
17 | 258000000 | 0.8 | 39 | QAM 256 | 16 |
18 | 266000000 | 1.3 | 39 | QAM 256 | 17 |
19 | 274000000 | 2.7 | 39 | QAM 256 | 18 |
20 | 282000000 | 3.7 | 39 | QAM 256 | 19 |
21 | 290000000 | 3.6 | 39 | QAM 256 | 20 |
22 | 298000000 | 3.6 | 39 | QAM 256 | 21 |
23 | 314000000 | 3.9 | 40 | QAM 256 | 23 |
24 | 322000000 | 3.8 | 39 | QAM 256 | 24 |
25 | 330000000 | 3.9 | 40 | QAM 256 | 25 |
26 | 338000000 | 4 | 40 | QAM 256 | 26 |
27 | 346000000 | 4.1 | 40 | QAM 256 | 27 |
28 | 354000000 | 4.3 | 40 | QAM 256 | 28 |
29 | 362000000 | 4.2 | 40 | QAM 256 | 29 |
30 | 370000000 | 4.4 | 40 | QAM 256 | 30 |
31 | 378000000 | 4 | 40 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 39 | 887 | 600 |
2 | Locked | 37 | 3 | 0 |
3 | Locked | 37 | 5 | 0 |
4 | Locked | 37 | 283 | 1902 |
5 | Locked | 37 | 176 | 839 |
6 | Locked | 38 | 254 | 1722 |
7 | Locked | 38 | 2356 | 1244 |
8 | Locked | 38 | 1427 | 757 |
9 | Locked | 38 | 2499 | 785 |
10 | Locked | 38 | 1066 | 2662 |
11 | Locked | 38 | 2264 | 918 |
12 | Locked | 38 | 2084 | 840 |
13 | Locked | 38 | 1562 | 741 |
14 | Locked | 38 | 2 | 0 |
15 | Locked | 38 | 2068 | 753 |
16 | Locked | 38 | 1 | 0 |
17 | Locked | 39 | 2502 | 739 |
18 | Locked | 39 | 1832 | 647 |
19 | Locked | 39 | 1275 | 565 |
20 | Locked | 39 | 1279 | 635 |
21 | Locked | 39 | 797 | 665 |
22 | Locked | 39 | 1961 | 700 |
23 | Locked | 40 | 1017 | 617 |
24 | Locked | 39 | 2080 | 732 |
25 | Locked | 40 | 2891 | 780 |
26 | Locked | 40 | 3184 | 858 |
27 | Locked | 40 | 557 | 561 |
28 | Locked | 40 | 503 | 588 |
29 | Locked | 40 | 512 | 556 |
30 | Locked | 40 | 539 | 491 |
31 | Locked | 40 | 490 | 601 |
Upstream bonded channels
0 | 49600000 | 41.5 | 5120 | QAM 16 | 1 |
1 | 43100000 | 41.8 | 5120 | QAM 16 | 2 |
2 | 36600000 | 42 | 5120 | QAM 16 | 3 |
3 | 30100000 | 42.5 | 5120 | QAM 16 | 4 |
4 | 23600000 | 43 | 5120 | QAM 16 | 5 |
Upstream bonded channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
General Configuration
Allowed |
3 |
Enabled |
3.1 |
cmreg-vmdg660-bbt076+voc-b.cm |
Primary Downstream Service Flow
49624 |
1230000450 bps |
42600bytes |
0 bps |
49626 |
128000 bps |
3044bytes |
0 bps |
Primary Upstream Service Flow
49623 |
55000270 bps |
42600bytes |
0 bps |
42600bytes |
Best Effort |
49625 |
128000 bps |
3044bytes |
0 bps |
1522bytes |
Best Effort |
28-02-2023 04:27 - edited 28-02-2023 04:52
I had to get up at 4 am so thought I'd run a speedtest. Upload terrible, barely getting over 1 m/bit sec. So that rules out congestion. Please Virgin, advise what is going on urgently. It is making working from home very very difficult as I have to do a lot of uploading! Just saving a basic excel file on my work laptop (which remotes to their server) is painful
on 02-03-2023 09:45
Hi Scottyboy99 👋 welcome back to the community! Thank you for posting.
Sorry to hear of your connection issues due to a local outage. You can check for local outages and view updates here 👉 https://virg.in/service or by calling 📞0800 561 0061. The outage affecting you is currently due to end on 06.03.23 at 12:05pm.
This is an SNR outage. SNR (signal to noise ratio) is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose because noise can ingress anywhere on the network. As a general rule it's normally caused by customer equipment e.g. loose connections or 3rd party equipment attached to our network. However it can also be attributable to local architecture, e.g street cabinets, cabling or at the origin of the signal which we call the Headend (servers/routing system).
The only way to establish where the noise is originating is for the Network Techs to run a series of trace routes. Once found then the cause dictates the amount of work required and the time frame for resolution.
Please do get back in touch if you continue to experience service issues following the confirmed end of the outage and we will then investigate and do our best to help. Sincerest apologies for any inconvenience in the meantime. Thank you for your patience whilst we get it sorted!
All the best! 🌞
on 02-03-2023 11:44
Thank you, I hope the whole connection doesn't bomb before then. If you can detect the area on the post code surely that means the problem exists beyond the boundaries of my property right?
on 02-03-2023 11:56
The Upstream bonded channels are degraded and it is likely to be affecting the folks all around you.
The Modulation is supposed to be QAM 64 for the best upload speeds. QAM 16 shows there is a noise fault in your area.
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 | 49600000 | 41.5 | 5120 | QAM 16 | 1 |
1 | 43100000 | 41.8 | 5120 | QAM 16 | 2 |
2 | 36600000 | 42 | 5120 | QAM 16 | 3 |
3 | 30100000 | 42.5 | 5120 | QAM 16 | 4 |
4 | 23600000 | 43 | 5120 | QAM 16 | 5 |
on 02-03-2023 12:26
Thank you for the informative post. I did post on facebook group for our road and didn't get a single response. I suppose some folk might not even notice especially as download is ok. It's because I do a lot of uploading (work and leisure) that it sticks out to me.
02-03-2023 13:59 - edited 02-03-2023 14:00
I've used the speedtest. net app to run a few tests. Both on windows pc and ios. So a mix of wired and wireless testing. I didn't realise you could get a more detailed result. Looking at these I can see there is some packet loss being recorded too. Compared to just before this problem cropped up at the weekend I could see there was literally never any packet loss (if there was it was in the order of 0.1 to 0.5%). Now there is packet loss on virtualy every test (wired and wireless) to go with the reduced/erratic upload speeds. The worst one I saw was 7%, most commonly seems to be ranging 1 to 2.5%. Worrying.
on 02-03-2023 14:03
If your VM Hub is in Router mode ( i.e. offers WiFi)
Try the below to speed test the Hub, once the test begins be sure the click on Run full test to see the upstream figures.
https://www.samknows.com/realspeed/