Slow upload speeds on 1000/50 package hub 4

[Reebus]

Very slow upload speeds started this week.

Stats:

Cable Modem Status
Item Status Comments
Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 6.900002 38.983261 QAM256 25
1 139000000 7.599998 40.366287 QAM256 1
2 147000000 7.699997 40.366287 QAM256 2
3 155000000 7.500000 40.366287 QAM256 3
4 163000000 7.500000 40.366287 QAM256 4
5 171000000 7.699997 40.366287 QAM256 5
6 179000000 7.599998 40.946209 QAM256 6
7 187000000 7.900002 40.366287 QAM256 7
8 195000000 8.000000 40.946209 QAM256 8
9 203000000 8.099998 40.946209 QAM256 9
10 211000000 8.000000 40.946209 QAM256 10
11 219000000 8.099998 40.366287 QAM256 11
12 227000000 8.099998 40.366287 QAM256 12
13 235000000 7.900002 40.366287 QAM256 13
14 243000000 7.800003 40.366287 QAM256 14
15 251000000 7.599998 40.366287 QAM256 15
16 259000000 7.400002 40.366287 QAM256 16
17 267000000 7.300003 40.946209 QAM256 17
18 275000000 7.199997 40.366287 QAM256 18
19 283000000 7.000000 40.366287 QAM256 19
20 291000000 6.900002 40.366287 QAM256 20
21 299000000 6.500000 40.366287 QAM256 21
22 307000000 6.300003 40.366287 QAM256 22
23 315000000 6.300003 40.366287 QAM256 23
24 323000000 6.400002 38.983261 QAM256 24
26 339000000 6.800003 40.366287 QAM256 26
27 347000000 7.199997 38.983261 QAM256 27
28 355000000 7.000000 40.366287 QAM256 28
29 363000000 6.800003 38.983261 QAM256 29
30 371000000 7.099998 40.366287 QAM256 30
31 379000000 6.599998 38.983261 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 38.983261 0 0
1 Locked 40.366287 0 0
2 Locked 40.366287 0 0
3 Locked 40.366287 0 0
4 Locked 40.366287 0 0
5 Locked 40.366287 0 0
6 Locked 40.946209 0 0
7 Locked 40.366287 0 0
8 Locked 40.946209 0 0
9 Locked 40.946209 0 0
10 Locked 40.946209 0 0
11 Locked 40.366287 0 0
12 Locked 40.366287 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
16 Locked 40.366287 6 0
17 Locked 40.946209 0 0
18 Locked 40.366287 0 0
19 Locked 40.366287 0 0
20 Locked 40.366287 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 40.366287 7 0
24 Locked 38.983261 0 0
26 Locked 40.366287 0 0
27 Locked 38.983261 0 0
28 Locked 40.366287 0 0
29 Locked 38.983261 0 0
30 Locked 40.366287 0 0
31 Locked 38.983261 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 96 4K 1880 QAM4096 759

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 41 7.8 5386760 0

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 34.020599 5120 KSym/sec 16QAM 8
2 46200000 33.770599 5120 KSym/sec 16QAM 7
3 53700000 34.020599 5120 KSym/sec 64QAM 6
4 60300000 34.020599 5120 KSym/sec 16QAM 5

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 2 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0

General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076+voc-b.cm

Primary Downstream Service Flow
SFID
38962
Max Traffic Rate
1230000450
Max Traffic Burst
42600
Min Traffic Rate
0

Primary Upstream Service Flow
SFID
38961
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort

Very slow upload speeds started this week.

Stats:

Cable Modem Status
Item Status Comments
Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 6.900002 38.983261 QAM256 25
1 139000000 7.599998 40.366287 QAM256 1
2 147000000 7.699997 40.366287 QAM256 2
3 155000000 7.500000 40.366287 QAM256 3
4 163000000 7.500000 40.366287 QAM256 4
5 171000000 7.699997 40.366287 QAM256 5
6 179000000 7.599998 40.946209 QAM256 6
7 187000000 7.900002 40.366287 QAM256 7
8 195000000 8.000000 40.946209 QAM256 8
9 203000000 8.099998 40.946209 QAM256 9
10 211000000 8.000000 40.946209 QAM256 10
11 219000000 8.099998 40.366287 QAM256 11
12 227000000 8.099998 40.366287 QAM256 12
13 235000000 7.900002 40.366287 QAM256 13
14 243000000 7.800003 40.366287 QAM256 14
15 251000000 7.599998 40.366287 QAM256 15
16 259000000 7.400002 40.366287 QAM256 16
17 267000000 7.300003 40.946209 QAM256 17
18 275000000 7.199997 40.366287 QAM256 18
19 283000000 7.000000 40.366287 QAM256 19
20 291000000 6.900002 40.366287 QAM256 20
21 299000000 6.500000 40.366287 QAM256 21
22 307000000 6.300003 40.366287 QAM256 22
23 315000000 6.300003 40.366287 QAM256 23
24 323000000 6.400002 38.983261 QAM256 24
26 339000000 6.800003 40.366287 QAM256 26
27 347000000 7.199997 38.983261 QAM256 27
28 355000000 7.000000 40.366287 QAM256 28
29 363000000 6.800003 38.983261 QAM256 29
30 371000000 7.099998 40.366287 QAM256 30
31 379000000 6.599998 38.983261 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 38.983261 0 0
1 Locked 40.366287 0 0
2 Locked 40.366287 0 0
3 Locked 40.366287 0 0
4 Locked 40.366287 0 0
5 Locked 40.366287 0 0
6 Locked 40.946209 0 0
7 Locked 40.366287 0 0
8 Locked 40.946209 0 0
9 Locked 40.946209 0 0
10 Locked 40.946209 0 0
11 Locked 40.366287 0 0
12 Locked 40.366287 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
16 Locked 40.366287 6 0
17 Locked 40.946209 0 0
18 Locked 40.366287 0 0
19 Locked 40.366287 0 0
20 Locked 40.366287 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 40.366287 7 0
24 Locked 38.983261 0 0
26 Locked 40.366287 0 0
27 Locked 38.983261 0 0
28 Locked 40.366287 0 0
29 Locked 38.983261 0 0
30 Locked 40.366287 0 0
31 Locked 38.983261 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 96 4K 1880 QAM4096 759

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 41 7.8 5386760 0

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 34.020599 5120 KSym/sec 16QAM 8
2 46200000 33.770599 5120 KSym/sec 16QAM 7
3 53700000 34.020599 5120 KSym/sec 64QAM 6
4 60300000 34.020599 5120 KSym/sec 16QAM 5

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 2 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0

General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076+voc-b.cm

Primary Downstream Service Flow
SFID
38962
Max Traffic Rate
1230000450
Max Traffic Burst
42600
Min Traffic Rate
0

Primary Upstream Service Flow
SFID
38961
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort

[jbrennand]

See this
___________

Check first for any “known network faults”

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers - or just you.

[Reebus]

Hi John,

Thanks for the reply,

Have tried both those and it's saying zero faults.

[jbrennand]

There is an issue on the upstream connection. Power levels are on the low side (albeit in range) but 3 channels have dropped to 16qam - not good - they should all be at 64.

All you can try is a pinhole reset as below and see if that sorts that. If not you will need a Tech visit I think. A VM person will respond here in a day or so and check it for you.  Also set up a BQM..
__________
Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker. See if that sorts it.

_____________________-

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Reebus]

Have done both and as you say the QAM on 3 out of the 4 channels is down to 16 when it should be 64. 

Thanks for the helpful tips 🙂  I will wait for the VM techs to get hold of me 🙂

[jbrennand]

Lets see what they say

Post up the link to share live graph from your BQM

[Reebus]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/443b3413f76b4220f580f19595674d444d... 

[jbrennand]

Mmmm a red fringe !

There is one other option, there have been several threads on here recently where similar BQM latency problems were eventually pinned down to a dodgy piece of connected kit. Bad connectors on ethernet cables and faulty network switches being high on the list of suspects

What I advised was... if you run the BQM for 24h to get a picture of the issues (you have done this) - and then unplug all the ethernet cable connections from the Hub and just let it run - overnight is best - then in the morning look at the BQM and see if the red fringe has cleaned up. If it has - plug the devices back in one at a time for an hour or two until the problem reappears and that should indicate where to look for what is causing the issues

Examples.- See message 12 in the first and 13 in the second.

https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-dropping/td-p/4781287/p...
https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Connection/td-p/5069984/page/2

[Matthew_ML]

Hey Reebus, thank you for reaching out and I am sorry to hear you've been having some slow speeds.

I would like to look into and to run some tests with you via a PM.

Please look out for the purple envelope. Thanks