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mikehhhhhhh
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Slow Download, Upload is normal

I've just spent 30 minutes on the phone to support going through the usual motions, despite already singling out the connection as the issue by testing wired directly to the VM Hub. 

I'm getting around 7-8mbps down but upload is normal at 33mbps+

Downstream power levels are all hovering around 12 with SNR at a solid 40 across the board. 

I'm told I need to wait 72 hours for a remote engineer to check it before it can be escalated, but as a Software Engineer that works from home and depends on the internet - 72 hours is going to be crippling. 

Any other suggestions?

Downstream bonded channels

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

14027500001240256 qam30
220275000012.540256 qam9
321075000012.140256 qam10
421875000012.140256 qam11
522675000011.840256 qam12
62347500001240256 qam13
724275000011.840256 qam14
825075000011.640256 qam15
925875000011.540256 qam16
1026675000011.840256 qam17
112747500001240256 qam18
1228275000012.340256 qam19
1329075000012.340256 qam20
1429875000012.440256 qam21
1530675000012.540256 qam22
1631475000012.940256 qam23
1732275000012.940256 qam24
1833075000012.840256 qam25
1937075000012.840256 qam26
2037875000012.540256 qam27
2138675000012.640256 qam28
2239475000012.540256 qam29
234107500001240256 qam31
2441875000011.640256 qam32



Downstream bonded channels

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

1Locked40.93630
2Locked40.9300
3Locked40.9300
4Locked40.9520
5Locked40.3580
6Locked40.3500
7Locked40.3670
8Locked40.9920
9Locked40.9900
10Locked40.31060
11Locked40.91020
12Locked40.3910
13Locked40.31150
14Locked40.31310
15Locked40.91230
16Locked40.91510
17Locked40.31470
18Locked40.31460
19Locked40.92530
20Locked40.32690
21Locked40.32860
22Locked40.92520
23Locked40.93340
24Locked40.33980


 

 

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conman33158
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Re: Slow Download, Upload is normal

Your download stream power levels are far too high, these definitely need adjusted by an engineers visit 🙂

Check service status  and also call 0800 561 0061 for most up to date faults information in your area

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
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My Broadband Ping - conman33158
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mikehhhhhhh
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Re: Slow Download, Upload is normal

Well, it was mostly back to normal by the time I went to bed. 

Headline speeds seem to be a little lower now - hovering around 270-290 rather than the 330+ previously.

It's interesting you mention the power levels. This is the first place I've had zero issues with VM up until now.

Posting on a local community site, everyone else was supposedly getting their connections upgraded in the area - is it possible those on higher speed packages are now seeing degradation due to that?

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conman33158
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Re: Slow Download, Upload is normal

Could be mate and with a lot of people working from home and home schooling etc it doesn't help matters. Set up a BQM and we can get a look at what happening on you line as regards to over utilisation/congestion, although until the power levels are corrected it might show this as well.

To setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

Post a 'Live Link' to your BQM on here asap.

Under your graph you just created Click (Share Live Graph) then click generate.

Copy the text in the Direct Link box and paste it on here

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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mikehhhhhhh
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Re: Slow Download, Upload is normal

My BQM is horrendous

Live: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/25cdc0bbe90070e6f0e40e31d9dfc57c36cead21

 

I seem to remember an issue a few years ago with external ICMP when the Hub3 in in Modem Mode, is this the same thing or indicative of another problem?

The remote engineer made the same observation and I've got an engineer coming tomorrow afternoon to look at power levels anyway. 

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conman33158
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Re: Slow Download, Upload is normal

Hopefully when the engineer sorts out the power levels tomorrow it will reflect on the BQM 🙂

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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mikehhhhhhh
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Re: Slow Download, Upload is normal

Late evening and it's slow again. 

Are high power levels really likely to be responsible for such time sensitive issues? Sounds more like a contention issue, surely? 

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conman33158
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Re: Slow Download, Upload is normal

High power levels will most likely be the cause of your issue but until that’s addressed first only then can we can look at any over utilisation issues, until that’s sorted out you will continue to have problems. Best to ring VM at or just after 8am or alternatively to can wait here for a Virgin staff member to book an engineer, but that can take between 5-10 days, sometimes sooner, sometimes longer. 

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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