on 10-09-2021 15:23
Hi, I'm on the M500 package and easily surpass the expected download speeds, however recently our upload speeds have been utterly atrocious.
Running speed tests we get between 0.20 and 0.40 Mbps on upload, I've never seen it this low - it was higher when I was on a 67mb non fibre package with EE.
Is there anything I can do? I called Virgin Media support and basically got told "we don't gaurentee upload speeds as it all depends on the connection to the server" but this seems way out of place for one of the highest packages offered.
Thanks in advance!
on 10-09-2021 15:27
on 10-09-2021 15:35
Ah thank you! I couldn't work out where those logs were.
Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream
Cable Modem Status | Online | DOCSIS 3.1 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 4 |
DOCSIS 3.1 channels | 1 | 0 |
1 | 39400000 | 42.020599 | 5120 KSym/sec | 64QAM | 4 |
2 | 46200000 | 42.020599 | 5120 KSym/sec | 64QAM | 3 |
3 | 53700000 | 42.520599 | 5120 KSym/sec | 64QAM | 2 |
4 | 60300000 | 43.020599 | 5120 KSym/sec | 64QAM | 1 |
3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
Network LogTime Priority Description
Thu Jan 1 00:01:17 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 08:54:53 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 08:55:03 2021 | 5 | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 08:55:09 2021 | 6 | SW Download INIT - Via Config file cmreg-vmdg640-bbt053-b.cm |
Fri Jun 25 08:57:52 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 08:57:52 2021 | 4 | Disruption during SW download - Power Failure |
Fri Jun 25 08:58:05 2021 | 6 | SW Download INIT - Via Config file cmreg-vmdg640-bbt053-b.cm |
Fri Jun 25 08:59:21 2021 | 6 | SW download Successful - Via Config file |
Fri Jun 25 09:01:57 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 09:28:10 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:29:51 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:29:53 2021 | 6 | CM-STATUS message sent. Event Type Code: 2; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:29:55 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:32:25 2021 | 3 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:32:40 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:33:00 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:33:00 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:33:04 2021 | 6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:33:06 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:33:13 2021 | 6 | CM-STATUS message sent. Event Type Code: 4; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:33:21 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jun 25 14:37:36 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Jun 30 00:17:10 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Jun 30 03:55:05 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 2 23:51:46 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 15 18:38:00 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 16 23:51:46 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Jul 24 17:37:23 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jul 27 01:24:43 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jul 27 01:24:47 2021 | 5 | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jul 27 01:24:48 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jul 27 01:24:49 2021 | 6 | CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jul 27 01:24:49 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jul 27 01:24:50 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Jul 27 11:51:46 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 09:33:05 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Aug 4 16:42:30 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 9 16:31:20 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Aug 11 02:47:19 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Sep 3 03:41:06 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Sep 4 14:47:19 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Sep 10 04:46:05 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Sep 10 14:06:13 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 13-09-2021 12:05
Hi @Runaui,
Welcome to the community and thanks for taking the time to post here on our forums.
I have been able to locate your account and look into this for you and cannot se anything that would be causing the issues that you're reporting.
Have you been able to setup a BQM as advised by @lotharmat, this can help us determine what the issues are and hopefully help us resolve them?
is your hub located in a well ventilated area and away from any other electrical devices that could cause interreference and affect the connection speeds.
Regards,
Steven_L
on 13-09-2021 12:18
Hi Steven,
It does seem very strange, the hub is sat in our bedroom on the windowsill with plenty of empty space around it for ventilation/airflow - we haven't moved it from the spot where the engineer installed it.
I've attached the live link for the BQM below.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/25394ccaab1b7a05f83e84802797004a2b32d44b
Thank you!
on 15-09-2021 13:59
Thanks for getting back us @Runaui
Have you tried a pinhole reset of your hub? It essentially takes your hub back to factory setting, but clears many issues.
Regards
Lee_R
on 19-09-2021 08:55
Morning!
I tried a pinhole reset of the hub yesterday, upload speeds are ever so slightly higher at 0.50 rather than 0.30 now, but still nowhere near what I would have expected to be the usual.
Many thanks,
Lee
on 21-09-2021 09:17
Hi Runaui,
Thanks for coming back to us. Sorry to hear that the pin hole reset has not had the desired effect, and you are still experiencing slow speeds.
Remotely looking from our end with the details you have provided for your community profile, I have done some further checks this morning and can see that you are being affected short term signal issue and downstream power level issues.
Due to this, we would need to get a technician booked to come and look at this issue for you. I will pop you over a private message to take some details from you.
Please click on the purple envelope to accept the chat.
Kind regards Jodi.
on 21-09-2021 11:13
Hi Lee,
Just a quick note to let you know a technician has now been booked for you. I have sent you a personal message with the time and date for you.
If you wish to re-schedule or cancel for any reason you can do so here.
Kind regards Jodi.
on 21-09-2021 17:20
Hi Runaui,
Just to let you know your password has now been changed as requested. Please remember your online password and over the phone password are separate entities. (I know you won't forget for the future as you made a note of this) 🙂
Please can you keep us posted with how your visit goes, we would like to know how this issue gets resolved.
If you have any further issues, please come back to us through this channel.
Have a lovely evening.
Jodi.