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Runaui
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Slow upload speed - M500 package

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!

low upload speed.PNG

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lotharmat
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Re: Slow upload speed - M500 package

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (you will likely need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Runaui
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Re: Slow upload speed - M500 package

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

 

3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000042.0205995120 KSym/sec64QAM4
24620000042.0205995120 KSym/sec64QAM3
35370000042.5205995120 KSym/sec64QAM2
46030000043.0205995120 KSym/sec64QAM1

 

3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

Network LogTime Priority Description
Thu Jan 1 00:01:17 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 25 08:54:53 20215MIMO 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 20215RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 25 08:55:09 20216SW Download INIT - Via Config file cmreg-vmdg640-bbt053-b.cm
Fri Jun 25 08:57:52 20215MIMO 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 20214Disruption during SW download - Power Failure
Fri Jun 25 08:58:05 20216SW Download INIT - Via Config file cmreg-vmdg640-bbt053-b.cm
Fri Jun 25 08:59:21 20216SW download Successful - Via Config file
Fri Jun 25 09:01:57 20215MIMO 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 20214DHCP 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 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 25 14:29:53 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 25 14:32:25 20213Received 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 25 14:33:00 20216CM-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 25 14:33:04 20216CM-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 25 14:33:13 20216CM-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 25 14:37:36 20215MIMO 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 20214DHCP 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 2 23:51:46 20214DHCP 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 16 23:51:46 20214DHCP 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 27 01:24:43 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 27 01:24:47 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 27 01:24:48 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 27 01:24:49 20216CM-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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jul 27 01:24:50 20216CM-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 20214DHCP 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 20215MIMO 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 20214DHCP 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Aug 11 02:47:19 20214DHCP 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Sep 4 14:47:19 20214DHCP 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Sep 10 14:06:13 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Steven_L
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Re: Slow upload speed - M500 package

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

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Runaui
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Message 5 of 10
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Re: Slow upload speed - M500 package

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!

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Lee_R
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Message 6 of 10
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Re: Slow upload speed - M500 package

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

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Runaui
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Re: Slow upload speed - M500 package

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

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Jodi_S
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Re: Slow upload speed - M500 package

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. 

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Jodi_S
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Re: Slow upload speed - M500 package

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. 

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Jodi_S
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Message 10 of 10
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Re: Slow upload speed - M500 package

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. 

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