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HR321
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Slow upload speed

Hi gurus!

Hope someone here can help me sort this out for my M50 service and Hub3.

Speedtest.net (using network cable) shows:

Ping - around 9ms

Download - variously between 35Mbps and 48Mbps

Upload - below 0.1Mbps (around 0.07Mbps)

Usually download is around 50, and upload around 5Mbps.

I've tried all the usual troubleshooting, checking cables, factory reset etc.

Here are the Downstream, Upstream and Network Log (note I have just done the factory reset, previous logs showed Pre and Post RS Errors in the 1000s).

Downstream bonded channels

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

1330750000840256 qam25
22347500007.540256 qam13
32427500006.840256 qam14
42507500006.440256 qam15
52587500005.940256 qam16
62667500005.840256 qam17
72747500006.140256 qam18
82827500006.640256 qam19
92907500006.840256 qam20
102987500007.440256 qam21
113067500007.440256 qam22
123147500007.640256 qam23
133227500007.640256 qam24
143387500008.540256 qam26
15346750000940256 qam27
163547500009.140256 qam28
173627500008.940256 qam29
183707500008.440256 qam30
19378750000840256 qam31
203867500007.840256 qam32
213947500007.940256 qam33
224027500007.940256 qam34
234107500007.840256 qam35
244187500007.840256 qam36



Downstream bonded channels

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

1Locked40.350
2Locked40.370
3Locked40.300
4Locked40.9100
5Locked40.370
6Locked40.310
7Locked40.3140
8Locked40.950
9Locked40.320
10Locked40.9130
11Locked40.980
12Locked40.950
13Locked40.380
14Locked40.360
15Locked40.970
16Locked40.960
17Locked40.980
18Locked40.970
19Locked40.340
20Locked40.340
21Locked40.9100
22Locked40.9110
23Locked40.330
24Locked40.340

 

Upstream bonded channels

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

14620000037512064 qam11
22579997137512032 qam14
33260000037.3512064 qam13
43940000037.3512064 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0030

 

 

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HR321
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Re: Slow upload speed

And the Network Log

Network Log

Time Priority Description

29/08/2021 15:29:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 15:29:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 15:29:10Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 15:25:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 15:22:15noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 15:21:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 15:11:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 15:00:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 14:51:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 13:59:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 13:50:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 13:49:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 13:48:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 07:54:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 07:54:44criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 06:59:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 06:59:53criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 04:51:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 04:51:2criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 03:25:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Hope someone can help!

 

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HR321
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Re: Slow upload speed

Looks like the problem has been solved without any intervention, so I guess it was an issue at the Virgin end.

Let's hope it stays fixed! 😁

H

 

 

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Martin_N
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Helpful Answer

Re: Slow upload speed

Hi HR321,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about the issue with your broadband service. 

 

I have been able to locate your account and can see there is a reported area issue. 

 

The issue is a SNR issue. This is under the reference: F009237325  

 

The current estimated fix date: 03 SEP 2021 15:00

 

^Martin

HR321
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Re: Slow upload speed

Thanks Martin -

Seems to be back to normal now but will keep an eye on it!

H

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HR321
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Re: Slow upload speed

Unfortunately it is still intermittent, hope it gets fixed on schedule.

H

 

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John_GS
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Re: Slow upload speed

Hi HR321

 

Thanks for coming back to us.

 

I am really sorry but it's been extended until the 8th. Please continue to monitor it for us and keep us posted, we'll be more than happy to check for you nearer the time.

 

Best,

John_GS
Forum Team


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