on 10-03-2022 14:18
Hi
I’ve been a virgin media customer since Blueyonder days - when there are issues, it’s a pain but more of the time my experience has been fine.
for the past 3 weeks I’ve been experiencing unacceptable upload speeds.
I often connect back via RDP and port forwarding to my home machine, one day I noticed that my connectivity in this scenario was bad but didn’t think anything of it.
3 weeks later.... it appears that this was just the start of my issues.
I did a speed test;
from my desktop:
download - 300-500mbps depending on time of the day - traffic policies - GOOD
upload - less than 1mb consistently often sits at 0.3.
I work from home, 0.3 upload basically means I cannot participate in voice/video calls and many other services that are upload dependent.
I have a strong, 17 year IT background, not at the service provider level but I have a good understanding of networking (CCNP) and there aren’t any basics causing this.
ive tried a Desktop in safe mode with networking, tried a mobile connected via wifi - to rule out local NICs and cables etc.
I contacted the wonderful telephone support who couldn’t even put me through to the right department (I ended up at lost devices somehow)
ive had an engineer replace my hub 3.0 entirely
At this point, I’m happy to try anything - any suggestions? - I’m very close to closing my account with Virgin media.
on 10-03-2022 15:38
Please post your power levels, Pre and PostRS errors and Network log from the Hub.
Setup a BQM here to record your circuit www.thinkbroadband.com/ping
Once done we can comment.
Meantime try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.
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on 10-03-2022 16:36
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 171000000 | 4.5 | 43 | 256 qam | 5 |
2 | 139000000 | 5.3 | 43 | 256 qam | 1 |
3 | 147000000 | 5 | 43 | 256 qam | 2 |
4 | 155000000 | 5 | 43 | 256 qam | 3 |
5 | 163000000 | 4.8 | 40 | 256 qam | 4 |
6 | 179000000 | 4.1 | 43 | 256 qam | 6 |
7 | 187000000 | 4 | 43 | 256 qam | 7 |
8 | 195000000 | 3.5 | 43 | 256 qam | 8 |
9 | 203000000 | 3.2 | 43 | 256 qam | 9 |
10 | 211000000 | 2.7 | 44 | 256 qam | 10 |
11 | 219000000 | 2.5 | 43 | 256 qam | 11 |
12 | 227000000 | 2.4 | 40 | 256 qam | 12 |
13 | 235000000 | 2.2 | 43 | 256 qam | 13 |
14 | 243000000 | 2 | 40 | 256 qam | 14 |
15 | 251000000 | 1.7 | 40 | 256 qam | 15 |
16 | 259000000 | 1.4 | 43 | 256 qam | 16 |
17 | 267000000 | 1.2 | 43 | 256 qam | 17 |
18 | 275000000 | 1.2 | 43 | 256 qam | 18 |
19 | 283000000 | 1 | 40 | 256 qam | 19 |
20 | 291000000 | 0.7 | 40 | 256 qam | 20 |
21 | 299000000 | 0.7 | 40 | 256 qam | 21 |
22 | 307000000 | 0.7 | 40 | 256 qam | 22 |
23 | 315000000 | 0.5 | 40 | 256 qam | 23 |
24 | 323000000 | 0 | 40 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 43.3 | 693 | 0 |
2 | Locked | 43.3 | 289 | 0 |
3 | Locked | 43.3 | 467 | 0 |
4 | Locked | 43.3 | 410 | 0 |
5 | Locked | 40.9 | 647 | 0 |
6 | Locked | 43.3 | 737 | 0 |
7 | Locked | 43.3 | 892 | 0 |
8 | Locked | 43.3 | 1200 | 0 |
9 | Locked | 43.3 | 1531 | 0 |
10 | Locked | 44.6 | 1729 | 0 |
11 | Locked | 43.3 | 1789 | 0 |
12 | Locked | 40.9 | 2362 | 0 |
13 | Locked | 43.3 | 2459 | 0 |
14 | Locked | 40.9 | 2474 | 0 |
15 | Locked | 40.9 | 3279 | 0 |
16 | Locked | 43.3 | 2956 | 0 |
17 | Locked | 43.3 | 3535 | 0 |
18 | Locked | 43.3 | 3606 | 0 |
19 | Locked | 40.9 | 3537 | 0 |
20 | Locked | 40.9 | 4958 | 0 |
21 | Locked | 40.3 | 5984 | 0 |
22 | Locked | 40.9 | 4685 | 0 |
23 | Locked | 40.9 | 6630 | 0 |
24 | Locked | 40.9 | 5476 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600000 | 38.5 | 5120 | 64 qam | 13 |
2 | 39400000 | 39.3 | 5120 | 64 qam | 12 |
3 | 46200000 | 40.3 | 5120 | 64 qam | 11 |
4 | 53700000 | 40.5 | 5120 | 64 qam | 10 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 4 | 0 |
2 | ATDMA | 0 | 0 | 81 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 3 | 0 |
Hopefully the above format posts ok.
BQM Link:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/75d3b41eb19c7106e859a124e3b5570084...
on 10-03-2022 16:38
Finally the network log:
Time Priority Description
08/03/2022 13:24:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/03/2022 13:24:39 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/03/2022 10:44:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/03/2022 10:44:55 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/03/2022 08:41:11 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/03/2022 02:48:29 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/03/2022 02:48:29 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/03/2022 18:51:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/03/2022 18:51:45 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/03/2022 19:27:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/03/2022 19:27:7 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/03/2022 19:25:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/03/2022 19:25:39 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/03/2022 19:04:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/03/2022 19:04:20 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/03/2022 09:22:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/03/2022 18:12:58 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/03/2022 15:16:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/03/2022 15:16:1 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/03/2022 14:24:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 11-03-2022 13:28
That BQM is pretty bad tbh. You will need a VM technician to sort that all out. Either phone in or wait here a day or two for a VM Mod to pick this up.
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on 11-03-2022 13:35
Thanks for the reply.
a VM technician did come out, checked my “levels” and simply replaced the hub which didn’t help.
I guess I’ll have to try again and wait for the availability all over again.
I wasn’t impressed when the last one simply replaced the hub - felt like a plaster to a growing cut 😞
hopefully a VM mod picks this up ASAP, several weeks now it’s been like this 😞
on 11-03-2022 17:15
That BQM shows that someone or something is crushing your broadband feed in two hour periods. Presumably you don't have something running corresponding to those periods?
For the rest of the day the feed looks fine, so if the technician arrived then they would not find anything wrong, and changing the Hub was probably the only thing to try.
You really need to have the tech visit during the fault period, but that's not going to be easy to arrange. At the very least you should show them the BQM.
on 11-03-2022 17:56
Nothing is running locally, I’ve done virus checks etc.
my upload speeds is not “fine” for the rest of the day, as you assume.
in all honesty if there is an issue, whether it is intermittent or not, the timing of the engineer is irrelevant. When they are here they need to fix it, it’s not on me to “time” the arrival of the engineer with a fault that is inconsistent.
the issue is with the service provider and they need to fix it. thanks for your input.
on 14-03-2022 10:41
Hi cauz88,
Thanks for your post and a big welcome to the Community. It's great having you on board with us.
I'm sorry to hear about the issues you have been having with your upload speed. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks.
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,
on 14-03-2022 11:09
Sent you the required info, thanks for picking this up