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Broders121
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Slow upload speeds and poor internet quality

For the past few months I have been getting far less than the 52mb upload speeds I'm meant to be getting on the 1gb package instead my speeds have slowly declined to 17mb and sometimes less. My download seems fine but sometimes the signal drops out and I can't even load an internet page like Google.  I have rang multiple times to be told there is nothing wrong with my connection, I have rest the modem multiple times including factory reseting it. My modem is in router mode.

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Broders121
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Re: Slow upload speeds and poor internet quality

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
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Broders121
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Re: Slow upload speeds and poor internet quality

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

253307500003.90000238.983261QAM25625
182747500004.50000038.983261QAM25618
192827500004.19999738.983261QAM25619
202907500003.50000038.983261QAM25620
212987500002.79999938.983261QAM25621
223067500003.09999838.983261QAM25622
233147500003.59999838.605377QAM25623
243227500003.90000238.983261QAM25624
263387500003.70000138.605377QAM25626
273467500003.40000238.983261QAM25627
283547500003.70000138.983261QAM25628
293627500003.59999838.983261QAM25629
303707500003.50000038.983261QAM25630
313787500003.29999938.983261QAM25631
323867500002.79999938.983261QAM25632
333947500002.50000038.983261QAM25633
344027500002.40000238.983261QAM25634
354107500002.09999838.983261QAM25635
364187500001.90000238.983261QAM25636
374267500002.20000138.983261QAM25637
384347500002.50000038.983261QAM25638
404427500002.70000138.983261QAM25640
394507500002.50000038.605377QAM25639
414587500002.29999938.605377QAM25641
424667500002.20000138.983261QAM25642
434747500002.20000138.605377QAM25643
444827500002.40000238.983261QAM25644
454907500002.20000138.605377QAM25645
464987500001.79999938.605377QAM25646
475067500001.50000038.983261QAM25647
485147500001.79999938.983261QAM25648



3.0 Downstream channels

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

25Locked38.98326100
18Locked38.98326100
19Locked38.98326100
20Locked38.9832614480
21Locked38.98326100
22Locked38.98326100
23Locked38.60537700
24Locked38.98326100
26Locked38.60537700
27Locked38.98326100
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.98326100
32Locked38.98326100
33Locked38.98326100
34Locked38.98326100
35Locked38.98326100
36Locked38.98326100
37Locked38.98326100
38Locked38.98326100
40Locked38.98326100
39Locked38.60537700
41Locked38.60537700
42Locked38.98326100
43Locked38.60537700
44Locked38.98326100
45Locked38.60537700
46Locked38.60537700
47Locked38.98326100
48Locked38.98326100



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
49964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
49Locked39-1.8379158890619211
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Broders121
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Message 4 of 39
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Re: Slow upload speeds and poor internet quality

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

16030000048.5205995120 KSym/sec64QAM1
24620000047.2705995120 KSym/sec16QAM3
33940000047.0205995120 KSym/sec16QAM4
45370000048.0205995120 KSym/sec16QAM2



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0030
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

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Broders121
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Message 5 of 39
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Re: Slow upload speeds and poor internet quality

Thu Jan 1 00:01:27 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 19 17:02:20 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 19 18:05:50 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 22 19:30:31 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 22 21:19:30 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 22 22:32:50 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 22 22:49:52 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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newapollo
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Message 6 of 39
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Re: Slow upload speeds and poor internet quality


@Broders121 wrote:

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

16030000048.5205995120 KSym/sec64QAM1
24620000047.2705995120 KSym/sec16QAM3
33940000047.0205995120 KSym/sec16QAM4
45370000048.0205995120 KSym/sec16QAM2



The upstream channels should all be 64QAM, you have three at 16 QAM.

Check all your cabling again, especially the white coaxial and make sure all is snug and tight.

If you haven't already done so perform a pinhole reset exactly as shown below

Keep the hub switched on and disconnect any ethernet connections, then push the reset button firmly with a paperclip or something similair. keep it pressed in for a full minute.

Then wait around 10 minutes and it should revert to factory settings. You can now reconnect the ethernet cables.

If you previously changed your router password it won't work and you will have to use the one printed on the sticker on the router. You can always change it again by going into the settings

Also have you looked at Check service status at the top of the page to see if there any problems listed?

If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

Dave

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I don't work for Virgin Media.

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Broders121
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Message 7 of 39
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Re: Slow upload speeds and poor internet quality

Thanks for reply I have already pinhole reset my modem and checked wires are all tight. The service status is showing everything is fine but the speeds I get state otherwise.

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Broders121
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Message 8 of 39
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Re: Slow upload speeds and poor internet quality

Can anyone help with this issue it seems I have a noise issue on my line and my upstream channels aren't saying locked at 64 qam so I'm not getting the upload Im meant to get. All cables have been checked and are tight and I have factory reset modem multiple times with no change. I'm on the 1gb package and getting upload speeds as low as 20mb.

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Zak_M
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Message 9 of 39
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Re: Slow upload speeds and poor internet quality

Good morning @Broders121

 

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 services. 

 

I have managed to locate your account via your forum information, I have checked the network & your power levels and everything seems to be in check. 

 

Do you have a live BQM set up? If not please could you set one up via think broadband.

 

Kind regards,

Zak_M

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Broders121
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Message 10 of 39
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Re: Slow upload speeds and poor internet quality

I will set one up now I also marked my own answer as helpful by accident can this be undone please.  

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