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richardc501
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Slow Upload on M350

Hi

I've been getting slow upload speeds on my M350 internet package for the past month.

I've run tests at different times of day both wired and wireless through a variety of browsers and I'm getting between 2-10Mbps, with 3Mbps being the norm. The download speed is typically over 300Mbps with 380Mbps not being uncommon.

Having rebooted my router last night after the outages it was temporarily running at over 30Mbps but now it is back down to 3Mbps on both a wired and wireless connection. On the most recent wired test the ping was 17ms and the jitter was 4.9ms.

Here's a link to a thinkbroadband BQM I've been running for a couple of days: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f692383f03dfc6bdd4b847dc1bcca12757...

Here's the information from the Hub:

Cable Modem Status

Item                                            Status         Comments

Acquired Downstream Channel (Hz)                266750000         Locked

Ranged Upstream Channel (Hz)   32600146    Locked

Provisioning State                        Online        

 

Downstream bonded channels

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

1                     266750000           -2.2         37         256 qam        17

2                     138750000           -1.7         37         256 qam        1

3                     146750000           -0.9         37         256 qam        2

4                     154750000           -0.2         37         256 qam        3

5                     162750000           0.2          37         256 qam        4

6                     170750000           0.5          37         256 qam        5

7                     178750000           0.4          37         256 qam        6

8                     186750000           0.5          37         256 qam        7

9                     194750000           0.4          38         256 qam        8

10                    202750000           0.2          37         256 qam        9

11                    210750000           0             37         256 qam        10

12                    218750000           -0.2         37         256 qam        11

13                    226750000           -0.7         37         256 qam        12

14                    234750000           -1            37         256 qam        13

15                    242750000           -1.7         37         256 qam        14

16                    250750000           -1.7         37         256 qam        15

17                    258750000           -2            37         256 qam        16

18                    274750000           -2.7         37         256 qam        18

19                    282750000           -2.7         37         256 qam        19

20                    290750000           -2.9         37         256 qam        20

21                    298750000           -3            37         256 qam        21

22                    306750000           -2.7         37         256 qam        22

23                    314750000           -3            37         256 qam        23

24                    322750000           -3.2         37         256 qam        24

 

Downstream bonded channels

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

1                     Locked                 37.3         54                   0

2                     Locked                 37.3         1087862          0

3                     Locked                 37.3         22                   0

4                     Locked                 37.6         23                   0

5                     Locked                 37.6         13                   0

6                     Locked                 37.6         34                   0

7                     Locked                 37.6         13                   0

8                     Locked                 37.6         24                   0

9                     Locked                 38.6         50                   0

10                    Locked                 37.6         33                   0

11                    Locked                 37.3         25                   0

12                    Locked                 37.6         33                   0

13                    Locked                 37.3         50                   0

14                    Locked                 37.3         60                   0

15                    Locked                 37.6         63                   0

16                    Locked                 37.3         48                   0

17                    Locked                 37.6         44                   0

18                    Locked                 37.3         65                   0

19                    Locked                 37.3         87                   0

20                    Locked                 37.3         86                   0

21                    Locked                 37.6         115                 0

22                    Locked                 37.3         78                   0

23                    Locked                 37.3         110                 0

24                    Locked                 37.6         106                 0

 

Upstream bonded channels

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

1                     32600146            5.1                      5120                 64 qam              4

2                     46200088            5.1                      5120                 64 qam              2

3                     39399834            5.1                      5120                 64 qam              3


Upstream bonded channels

Channel         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                       0                       0

 

Refresh data

General Configuration

Network access  Allowed

Maximum Number of CPEs       1

Baseline Privacy Enabled

DOCSIS Mode    Docsis30

Config file           cmreg-vmdg505-rtsxxl35016u-b.cm

 

Primary Downstream Service Flow

SFID                  608928

Max Traffic Rate 402500089

Max Traffic Burst 42600

Min Traffic Rate  0

 

Primary Upstream Service Flow

SFID                  608927

Max Traffic Rate 38500089

Max Traffic Burst 42600

Min Traffic Rate  0

Max Concatenated Burst           42600

Scheduling Type BestEffort

 

If you need anything else let me know. Hopefully you can help fix it.

Thank you in advance for any help.

 

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gary_dexter
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Re: Slow Upload on M350

Upstream levels are too high.

You'll need a tech visit to resolve 


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richardc501
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Re: Slow Upload on M350

Wow, that was a quick reply, thank you.

Will Virgin Media pick that up from these boards or do I need to call them to arrange it?

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gary_dexter
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Re: Slow Upload on M350

Someone will pick it up eventually or you need to call it in.

Whichever happens first!


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richardc501
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Re: Slow Upload on M350

Thanks

I called in today and spent an hour on hold. I eventually spoke to a very nice guy who tried his best to help but couldn’t book an engineer. We went through all the trouble shooting, including a hard reset of my router. The Speedtest results were exactly the same afterwards. However, as there is a known speed issue in the area today, that is expected to be fixed sometime next week, the fault has been attributed to that. This is despite the fact I have a month’s worth of speed tests showing slow uploads. 

If any Virgin Media staff are able to book an engineer to fix my long term problem it would be much appreciated. 

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richardc501
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Re: Slow Upload on M350

Hi

The known speed issue was meant to be fixed by yesterday. I'm still having exactly the same problem. Is someone from Virgin able to contact me to book an engineer?

My thread is showing as solved, but it's not - is that why I'm not getting a response?

Thanks

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richardc501
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Re: Slow Upload on M350

I have an update for anyone following. I've made multiple calls to the faults team. Every time I've been told that there is new known issue in the area and they won't send an engineer to look at my specific problem until its fixed. Typically, the new fault is due to be fixed by 9am in two days time.

Today I was initially told that there is another known fault in the area so they wouldn't send an engineer for my fault. I pushed back explaining the history and was then told they wouldn't do anything about slow upload speeds anyway because contractually Vodafone don't guarantee upload speeds. It was a very noisy call centre he was working in so I'm guessing they deal with multiple providers. I pointed out I had cable services with Virgin Media and was then told Virgin Media don't guarantee upload speeds. I said there must be a point at which it is so slow not to be acceptable and as I'm only getting 5-15% of the published speed I felt that limit had been crossed. He suggested I look back at my Vodafone contract. I asked to speak to someone actually from Virgin Media and he put me through to a lady in customer services. 

I gave her the background and repeated what I had just been told. She said that whilst they don't guarantee upload speeds she agreed there is a point at which it is too slow compared to the published speed, she wasn't sure of the exact number but agreed 3Mbps was too slow. Despite this she said again she can't book an engineer while there is a known fault in the area. She confirmed the fault was causing intermittent connections and TVs to freeze. I explained my fault is a continual slow upload speed, I'm not suffering either of the problems specified. She said even if she booked an engineer it would be cancelled because of the known fault. She said she could see that my router is four years old so she is sending a new one in case that is causing the problem.

I'll update the thread when I've received and connected the new router, hopefully that will fix it. 

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gary_dexter
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Re: Slow Upload on M350

Whilst that call seemd confusing they are correct - they cannot book engineers if there is an area issue/fault

I doubt very much a new hub will fix it either.

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richardc501
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Re: Slow Upload on M350

Thanks.

The new hub came today (very quick turnaround I'm impressed with that part). I've installed it and ran a speed test with the same results. Then this afternoon I got a text message saying:

Hi this is Virgin Media. We've now fixed the network problem affecting your services. Still got issues? Please restart your equipment and wait 30 mins. Still stuck? Reply with HELP.

I've done as instructed and run another speed test and I'm still getting the same result. I've called up support and been told there is a new issue in the area that should be fixed in the next couple of days.

It just seems like a series of fob offs. 

 

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Robert_P
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Re: Slow Upload on M350

Hello richardc501

 

Sorry to hear of the ongoing issues and problems getting them looked into and resolved, we understand how frustrating this can be.

 

Having check I can confirm there is an area issue at the moment, this is in relation congestion and bandwidth currently in your area. The ticket reference is F008000424 and has an estimated fix time of 10th June 2020. 

 

This may be due to the increase of people working from home in your area but we are working hard to resolve this as quickly as possible.

 

Rob

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