Slow Upload Speeds

[MedEzz]

Hi,
Today I upgraded from 362Mbps which I used to get around 36Mbps upload speed to 516Mbps package.  Download speeds are fine however tried speed tests at different times and getting average 24Mbps upload speeds instead of ~52.  Also my PC connected to the Superhub 3 via CAT6 cable.  Please see the following upstream power level which I can only see one channel.

Upstream bonded channels

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

1

30099983

54

5120

64 qam

12

[David_Bn]

Good Morning @MedEzz, thanks for your post and hope you had a lovely weekend.

Can you please confirm if the tests have been performed over a wired connection, or via Wi-Fi?

If this has been done via wired, is it possible to re-run the test with the hub in modem mode?

Alternatively, can you please confirm what diagnostics have been ran on the hub prior to your post?

Thanks,

David_Bn

[Client62 · Accepted solution]

Upstream bonded channels - having only 1 channel connected is a concern

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

1

30099983

54

5120

64 qam

12

Hub Signal Level Checks

Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16 is a current service noise fault.

[MedEzz]

Hi and thanks for replying guys.  Not tried in modem mode yet but here are some diagnostics results:

Getting lot of "No Ranging Response received - T3 time-out"...

Your home network has a few problems.

 Checking Broadband Service

 Checking Telephone Service

 Checking Ethernet Connections

 Checking WiFi Connections

If you still think something is wrong, please check the following

1   Gateway IPv4 address is valid.

2   Your broadband connection is working.

3   Your broadband connection is ready.

4   The temperature of your Hub 3.0 is normal.

5   The status of telephone line 1 is not ready.

6   The status of telephone line 2 is not ready.

7   The device xxxxxxx has low signal strength, please move it closer to Hub 3.0.

8   Please place your WiFi device near the Hub 3.0.

able Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	30100000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	331000000	4.9	40	256 qam	25
2	203000000	3.5	38	256 qam	9
3	211000000	3.7	38	256 qam	10
4	219000000	3.5	38	256 qam	11
5	227000000	3.7	38	256 qam	12
6	235000000	3.5	38	256 qam	13
7	243000000	3.4	38	256 qam	14
8	251000000	3	40	256 qam	15
9	259000000	2.9	38	256 qam	16
10	267000000	3.4	38	256 qam	17
11	275000000	3.5	38	256 qam	18
12	283000000	3.9	40	256 qam	19
13	291000000	4	38	256 qam	20
14	299000000	4.3	38	256 qam	21
15	307000000	4.4	38	256 qam	22
16	315000000	4.4	38	256 qam	23
17	323000000	4.9	40	256 qam	24
18	339000000	5	38	256 qam	26
19	347000000	5	38	256 qam	27
20	355000000	5	38	256 qam	28
21	363000000	5.3	38	256 qam	29
22	371000000	5.4	38	256 qam	30
23	379000000	5.4	38	256 qam	31
24	387000000	5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	41	0
2	Locked	38.9	55	0
3	Locked	38.9	25	0
4	Locked	38.9	46	0
5	Locked	38.6	39	13
6	Locked	38.9	34	0
7	Locked	38.6	39	0
8	Locked	40.3	60	0
9	Locked	38.6	51	0
10	Locked	38.9	46	0
11	Locked	38.9	51	0
12	Locked	40.3	34	0
13	Locked	38.9	40	0
14	Locked	38.9	30	0
15	Locked	38.9	30	0
16	Locked	38.9	33	13
17	Locked	40.3	17	0
18	Locked	38.9	31	0
19	Locked	38.9	27	0
20	Locked	38.9	44	0
21	Locked	38.6	34	0
22	Locked	38.9	51	0
23	Locked	38.6	20	0
24	Locked	40.3	13	0

Upstream bonded channels

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

1

30100000

54

5120

64 qam

12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

2

0

Refresh data

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	xxxxxxxxxxxxxxxxxxx

Primary Downstream Service Flow

SFID	8276
Max Traffic Rate	575000085
Max Traffic Burst	42600
Min Traffic Rate	0

[Client62]

Try a call to 0800 561 0061 to see if there is a known fault affecting your street.

[Reece_MH]

Hi MedEzz 👋

Thanks for posting a further update. I'm sorry to see the speed hasn't improved.

I've taken a look on our side and can see that there's a short-term connectivity issue which may be causing intermittent or performance-related issues with your connection. These types of issues don’t last long, and your connection should be back to normal within 24 hours.

However, I've gone ahead and set up a monitor on your account for the next 24 hours. If any issues are still identified beyond this time, you'll receive an automated text message to book in a Technician. If you don't receive this, and continue experiencing issues, please pop back to us and we'll be more than happy to assist further.

Thanks,

[MedEzz]

Hi,
I called 150 and as you mentioned triggered multiple tests at several times followed by sms confirmation that Virgin is going to continue tests until 29th at 10:39.  I wait and if issue persists, will arrange tech visit.
Thanks

[John_GS]

Hi @MedEzz 

Thanks for coming back to the thread. We can see the engineer visit has been booked in.

Please do let us know how it goes 🙂

Best wishes.

[MedEzz]

Hi @John_GS
Thanks, will keep you updated.

[MedEzz]

Hi,
Just wanted to let you know that engineer checked the power levels etc. today and they weren't right at our street. He arranged with another team and they resolved the issues shortly after. Now I get 4 Upstream channels and speeds are all good.  Thank you all for your help.  Much appreciated 😊

Kind Regards
Med