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DannyMcInnes
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Slow upload speed

Hi all,

I have had a look at other posts but none seem to solve my issue or are very outdated. I have, for the last few months been receiving what I believe to be slow upload speeds. I have been receiving on average 19mbps(Advertised 45) and this is causing me both gaming and streaming issues. I have been in contact with Virgin Media several times to no avail so hopefully someone here can help me or guide me in the right direction.

 

Thanks in advance and any questions feel free to ask 🙂 

 

I am on the M600 Fibre Broadband package. 

Here are the following screenshots from my Hub Settings and a picture of my graph from think broadband. 

My Broadband Ping - Virgin

 

Status

Spoiler

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
39399913
Locked
Provisioning State
Online

Downstream

Spoiler

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

1139000000-136256 qam1
2147000000-1.237256 qam2
3155000000-1.236256 qam3
4163000000-1.535256 qam4
5171000000-1.735256 qam5
6179000000-1.436256 qam6
7187000000-137256 qam7
8195000000-0.538256 qam8
9203000000038256 qam9
10211000000-0.237256 qam10
11219000000037256 qam11
12227000000-0.538256 qam12
13235000000-0.238256 qam13
142430000000.238256 qam14
152510000000.538256 qam15
162590000001.238256 qam16
172670000000.538256 qam17
18275000000138256 qam18
192830000000.538256 qam19
202910000001.238256 qam20
212990000002.238256 qam21
223070000002.738256 qam22
23315000000338256 qam23
243230000002.238256 qam24




Downstream bonded channels

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

1Locked36.326324
2Locked37.623267
3Locked36.63146
4Locked35.722617
5Locked35.72661
6Locked36.6620
7Locked37.6430
8Locked38.62210
9Locked38.92336
10Locked37.62629
11Locked37.619189
12Locked38.63363
13Locked38.92643
14Locked38.621229
15Locked38.613109
16Locked38.67211
17Locked38.91351
18Locked38.627155
19Locked38.92292
20Locked38.64525
21Locked38.924119
22Locked38.93634
23Locked38.91167
24Locked38.622109






Upstream

Spoiler

Upstream bonded channels

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

13939991357512064 qam4


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0060
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DannyMcInnes
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Re: Slow upload speed

Configuration

 

Spoiler

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078+voc-b.cm



Primary Downstream Service Flow

SFID569604
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0

 

 Primary Upstream Service Flow

SFID569603
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

 

Network Log

Spoiler
Network LogTime Priority Description
23/04/2021 20:56:46Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 20:45:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 20:24:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 20:19:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 20:19:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:19criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:45criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 19:53:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 19:52:37Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 13:01:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 13:01:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 13:01:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 13:01:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 13:01:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 13:01:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 09:24:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Andrew-G
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Re: Slow upload speed

I've flagged for forum staff to advise, your hub data shows a very skanky connection that only has one upstream channel (should be four), and the network log demonstrates a particularly poor connection.  They'll probably need to get a technician booked, the good news is this should be a straightforward matter to fix, and the difference you'll see in connection performance ought to be night and day.

Disappointing that previous contact with VM has not identified and fixed this obvious problem, but since the offshore first line workers are paid about one pound sixty an hour you'll understand why telephone customer service is so outstandingly poor.  If I was being paid £1.60 an hour for the relentless pressure of call centre workflow, continuously monitored on my "numbers", under the cosh to chalk every call up as resolved, pressured to wrap up in the shortest time possible, and timed on any toilet breaks, I don't think I'd be terribly motivated either.

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Zak_M
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Re: Slow upload speed

Good morning @DannyMclnnes 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your downstream. 

 

I have taken a look over your account and I can confirm that I can see these issues,  we are going to need to get an engineer out to get things sorted, I have taken the opportunity to book this for you, your able to view the time and date via your online account. 

 

Kind regards,

Zak_M

DannyMcInnes
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Re: Slow upload speed

Hi Andrew,

Thank you very much for the information. It has been completely helpful and I cannot comprehend how VM can justify paying £1.60 an hour for off shore workers. 

 

 

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DannyMcInnes
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Re: Slow upload speed

Zak,

 

Also thanks for the prompt response and I thank you very much for the help in booking an engineer. I hope I don't need to come back here and that the engineer manages to fix it!

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Re: Slow upload speed

@DannyMcInnes  "I cannot comprehend how VM can justify paying £1.60 an hour for off shore workers. "

They don't.  They contract for a service with a large offshore service provider (I believe Tech Mahindra), and they in turn pay £1.60 an hour.  You can see the job adverts and salaries on offer courtesy of the internet.  Living costs (and standards) are of course lower in cheapo offshore locations, but even allowing that these are dismally low wages even by local standards, and will result in very high staff turnover, and indicate the sort of place you work only until you can get a job somewhere else, or because you can't get a job somewhere else.

VM management turn a blind eye to the reputational damage caused by poor call handling, repeat calls, customer dissatisfaction and in some cases customer cancellations (read reviews of Virgin Media on Trustpilot), because the VM business is based on relatively high turnover of customers with a massive marketing budget to replace the losses.   All of that massively erodes the supposed "wage arbitrage" benefits of offshoring, but it's easier to ignore the complaints, accept a few customer losses, and then run a glitzy marketing campaign to recruit new customers (almost entirely via UK contact centres, of course).

Of course, the British government are also to blame - they load up UK employer costs with expensive national insurance costs, mandatory training costs, high minimum wages, mandatory pensions schemes, high property taxes (ie a tax per employee for a call centre), and then they allow companies to freely operate in the UK market from locations overseas where none of those costs nor responsible employer conditions are mandated.

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DannyMcInnes
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Re: Slow upload speed

Hi Zak,

 

Could you PM me in regards to the engineer booking? I can’t seem to see this on my account at all. 

Regards,

Danny

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Corey_C
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Re: Slow upload speed

Apologies Danny,


I've run some remote diagnostics on your connections, and it doesn't show an appointment but does indicate that you are currently being affected by a local area fault ref# F008958810 for SNR issues and we are working to get this sorted as quickly as possible. The current ETA fix time is 29 APR 2021 11:55. Apologies again for the inconvenience.

 

Cheers,
Corey C

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I have received an email that states the fix for the local area has been completed. This has made absolutely no change to my connection and all of the above information is still correct. Could you please book an engineer to visit?

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