Serious upload speed issues - L15

[Dan_F123]

Hi all,

Having big issues with speed - particularly upload.

Some websites are taking a long time to connect. Speed tests aren't performing, or when they are, download rate is seriously limited and upload is zeroing out.

I've rebooted, powered off etc, all to no avail.

I'm in the L15 area of Liverpool. Tried to test my kit multiple times via the Virgin diagnostic, but it says it can't be completed.

Thanks in advance, really hope you can help.

Here's my upload log:

3.0 Upstream channels

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

1	39400000	42.8	5120 KSym/sec	32QAM	4
2	46200000	43.3	5120 KSym/sec	32QAM	3
3	53700000	42.8	5120 KSym/sec	32QAM	2
4	60300000	43.8	5120 KSym/sec	32QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	8	0
2	US_TYPE_STDMA	0	0	4	0
3	US_TYPE_STDMA	0	0	7	7
4	US_TYPE_STDMA	0	0	3	0

[Dan_F123]

Download logs:

3.0 Downstream channels

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

8	195000000	6.3	38.6	QAM256	8
1	139000000	8.7	37.6	QAM256	1
2	147000000	7.9	37.6	QAM256	2
3	155000000	7.4	37.4	QAM256	3
4	163000000	7.9	37.6	QAM256	4
5	171000000	6.7	37.6	QAM256	5
6	179000000	6.4	37.4	QAM256	6
7	187000000	5.4	37.4	QAM256	7
9	203000000	6.1	37.4	QAM256	9
10	211000000	4.7	37.4	QAM256	10
11	219000000	5.5	37.6	QAM256	11
12	227000000	6	37.6	QAM256	12
13	235000000	5.6	37.6	QAM256	13
14	243000000	3.4	37.4	QAM256	14
15	251000000	5.2	37.4	QAM256	15
16	259000000	6.5	37.6	QAM256	16
17	267000000	4.1	36.6	QAM256	17
18	275000000	3.4	36.6	QAM256	18
19	283000000	4.2	37.6	QAM256	19
20	291000000	5.5	37.6	QAM256	20
21	299000000	2.6	36.6	QAM256	21
22	307000000	6.1	37.4	QAM256	22
23	315000000	6.5	37.6	QAM256	23
24	323000000	6.9	37.4	QAM256	24
25	331000000	1.4	36.4	QAM256	25
26	339000000	3.8	36.4	QAM256	26
27	347000000	3	36.4	QAM256	27
28	355000000	4.2	36.6	QAM256	28
29	363000000	1.4	36.6	QAM256	29
30	371000000	5.2	37.6	QAM256	30
31	379000000	4.9	37.6	QAM256	31

3.0 Downstream channels

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

8	Locked	38.605377	0	0
1	Locked	37.636276	0	0
2	Locked	37.636276	0	0
3	Locked	37.355988	0	0
4	Locked	37.636276	0	0
5	Locked	37.636276	0	0
6	Locked	37.355988	0	0
7	Locked	37.355988	0	0
9	Locked	37.355988	0	0
10	Locked	37.355988	0	0
11	Locked	37.636276	0	0
12	Locked	37.636276	0	0
13	Locked	37.636276	0	0
14	Locked	37.355988	0	0
15	Locked	37.355988	0	0
16	Locked	37.636276	0	0
17	Locked	36.609653	0	0
18	Locked	36.609653	0	0
19	Locked	37.636276	0	0
20	Locked	37.636276	0	0
21	Locked	36.609653	0	0
22	Locked	37.355988	0	0
23	Locked	37.636276	0	0
24	Locked	37.355988	0	0
25	Locked	36.386890	0	0
26	Locked	36.386890	0	0
27	Locked	36.386890	0	0
28	Locked	36.609653	0	0
29	Locked	36.609653	0	0
30	Locked	37.636276	0	0
31	Locked	37.636276	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

37

-3.9

3855753

0

[Dan_F123]

I setup a BQM about an hour or so ago, and ignoring the reboot, it looks to me there's a lot of packet loss going on.

Is my reading of the graph correct?

 

[Jodi_S]

Hi Dan_F123

Thanks for posting on our community forums. Sorry to see that you've been experiencing speed issues with our broadband services recently.

Upon checking from our end, we have performed a health check and have notice that you are indeed having some power level issues.

As it been a short while since you posted, how have things been? Has anything improved?

Please let us know and we can assist you further.

Kind regards Jodi. 

[Dan_F123]

Hi Jodi,

Thinge seemed to have definitely improved since I reported the initial issue, but haven't done any comprehensive testing.

My BQM says I'm not experiencing the packet loss that I was before.

What can be done about the low power levels?

Thanks,

Dan.

[David_Bn · Accepted solution]

Hi @Dan_F123, thanks for coming back to us.

I've been able to look into the power levels and can see that there are no issues currently showing with the power levels on our systems.

Do feel free to come back to us if you have any further issues with the connection.

Kindest regards,

David_Bn