Virgin Media Community

[cauz88]

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.

[Adduxi]

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.

[cauz88]

Downstream bonded channels

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

Downstream bonded channels

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

Upstream bonded channels

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

Upstream bonded channels

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...

[cauz88]

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;

[Adduxi]

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.

[cauz88]

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 😞

[jpeg1]

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. 

[cauz88]

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.

[Kath_F]

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,
 

[cauz88]

Sent you the required info, thanks for picking this up