Terrible upload speed for the last month

[nickudell]

Since some work in my area, my upload speeds have dropped to almost nothing. Some days it'll go as high as 10 mbps, but most of the time it hangs around 2-3 mbps. Download has been completely fine.

I'm on M350, so I should be getting ~36 mbps up. 

Here's a history of my recent speed tests. These are all from a direct ethernet cable to the router, but I've also tried via wifi and gotten similar upload speeds:

As you can see, download is consistently fine. I've tried restarting the router multiple times. If I run the router diagnostic tool I get no issues reported. If I run Virgin Media's troubleshooting tool it claims it can't find anything wrong.

Looking at the network status on the router, I've got poor modulation on the upstream bonded channels and a LOT of T3 timeouts coming in (last batch of router resets was on the 22nd of November, so those timeout counts are in the last 30 days)

 And the full network log since then:

Time Priority Description

13/12/2022 16:23:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2022 13:18:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2022 12:56:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2022 02:54:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2022 02:13:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 14:41:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 14:13:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2022 02:48:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2022 02:13:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2022 14:28:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2022 14:13:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2022 02:17:47	notice	SW download Successful - Via NMS
28/11/2022 02:16:3	notice	SW Download INIT - Via NMS
28/11/2022 02:05:58	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2022 03:16:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2022 02:59:18	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2022 19:06:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2022 18:24:49	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

I'm at a loss of what else I can do now at this stage. This upload speed is seriously impacting my ability to work. I've previously had great service from Virgin, so I'd love to get this resolved ASAP.

[jbrennand]

The qams are all at 16 - dropped from 64. See this....

see message 3 here…

https://community.virginmedia.com/t5/Networking-and-WiFi/Regular-Intermittent-Upstream-dropouts/td-p...

[nickudell]

Hi John, thank you for the link. I will do my best to get this escalated to the network team then, but I'm disheartened by how bad a time of it the OP in that thread has had!

[dannyjames]

I feel your pain. It is awful waste time.

[Paul_DN]

Hi nickudell,

Thank you for reaching out to us in our community and welcome, sorry to see your upload speed has dropped, I was able to locate you on our system with the details we have for you and can see there is currently an SNR (Signal to Noise Ratio) fault in your are, this is caused by a damaged or exposed cable on the network with produces Noise in the Network.

You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working to resolve this ASAP, apologies for any inconvenience caused.

The estimated fix is 22/12/22 @ 14:00.

Regards

Paul.

[nickudell]

Thank you, Paul, that's great to hear!

[Kain_W]

I can appreciate the frustration caused nickudell,

Our team will be trying to resolve this matter as soon as possible.

Many apologies, 

[nickudell]

Hi Paul, do you know if this work is still on-going? I've taken a few more speed tests and the upload is still very slow.

Modulation appears to be a little bit better, but is still quite low.

[Ashleigh_C]

Hi there @nickudell

Thank you for popping back to us and we are so sorry that these issues have continued.

I can see that there is an outage in your area that has been extended to the 28th December at 2pm. Please do let us know how things are looking after this time? 

Thank you

[nickudell]

Hi Ashleigh, thank you for the response. I've checked the internet again and the upload speed still isn't fixed, unfortunately.