Unusable low upload speeds all of a sudden

[R_Khan]

Hi,

My internet has been fine no real issues (even after upgrading to the hub 4). 

I have the 350M broadband and I usually get the speeds expected via speed tests (300+ download and 30-40 upload)

Today out of the blue the download speed has been really low, like 0.05mbps! I have read other posts with similar issues which have stated low power issues in local area and are resolved by engineers coming out (not to the home but local area to fix issues).

I can’t log in via VPN for work at home and my daughter is home schooling at the moment as her class has been sent home for the next week or so! 

My download speed is still ok (250+ mbps) I have done all the usual checks of cabling etc and have reset the hub and my router (I use a separate router and use the hub in modem mode).

I’ve checked for local issues in area, none for broadband at the moment. (TV is showing an issue). I also used the VM app to run tests which after the first test sends me to the VM website and when I run a test from there it comes back with:

Network issue

We have detected an issue on our network which maybe affecting your broadband service.

What does this mean?

• This is impacting multiple customers in your area.
• This will cause intermittent speeds and performance may vary at times.

My postcode is CM19 5RB. 

Can someone please help?!

Kind regards,

Rashid

[jbrennand]

They have seen a problem and working to fix it. All you can do is keep checking on the service number for best estimates of the estimated fix dates/times - 0800 561 0061.

If this is going to cause issues that arent going to be fixed soon.... then all I can suggest is using a tethered phone or a 4G sim in a Mifi/dongle/router until its resolved

[R_Khan]

Hi John,

Thank you for your response.

I have since run the diagnostics tool online at VM website and it doesn’t show an issue anymore. 

I’ve been messaging a VM tech on WhatsApp (initially a bot but put through to a tech eventually). When they checked for issues this is what I got back:

“There is no outage however, our automated system has identified that the WiFi quality could be improved. It has also identified a very short term connectivity issue that we believe will be resolved very soon.

The network issue we've identified and that you should monitor the connection.”

I have been asked to perform reboots and pin resets (which puts the hub 4 back into router mode too). I still have the same issue using none of my own hardware.

they then asked me to tweak the WiFi settings in router admin settings which just made everything worse! Download down to 200mbps and upload is 0.08mbs!

they have nothing else to say at this stage and just want me to monitor for 24hours

what else can I do?! Is this really all that can be done for now?

kind regards,

rashid

[jbrennand]

But what did it report on the 0800 number?

Lets look at the connections data - can you do this....
____________________________________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up dont login [there should be no need to login if you have done so before - but you have the New Hub4 when I think you do] if not just click on the “router status” icon/text at bottom-middle or top/right of the Login page

Then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

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

[Ryanjd]

Hi Rashid,

I live up the road in 5RS and having the exact same issue with fast download but nearly no upload speed so it's not just you! It's been driving me crazy as thought it was an issue my end as there was no status saying there was an issue

I'll be contacting them now too

Kind regards

Ryan

[R_Khan]

Hi John, sorry I forgot to mention the 0800 number report no fault in my local area.

yep sure.. please see below:

3.0 Downstream channels

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

25	331000000	6.099998	38.983261	QAM256	25
1	139000000	9.699997	40.366287	QAM256	1
2	147000000	9.199997	38.983261	QAM256	2
3	155000000	9.199997	40.366287	QAM256	3
4	163000000	8.699997	40.366287	QAM256	4
5	171000000	8.199997	38.605377	QAM256	5
6	179000000	7.800003	38.983261	QAM256	6
7	187000000	7.599998	40.366287	QAM256	7
8	195000000	7.199997	40.366287	QAM256	8
9	203000000	6.699997	40.366287	QAM256	9
10	211000000	6.800003	40.366287	QAM256	10
11	219000000	6.699997	40.366287	QAM256	11
12	227000000	6.699997	38.983261	QAM256	12
13	235000000	6.800003	38.983261	QAM256	13
14	243000000	7.000000	40.366287	QAM256	14
15	251000000	6.800003	40.366287	QAM256	15
16	259000000	7.199997	38.983261	QAM256	16
17	267000000	7.400002	40.366287	QAM256	17
18	275000000	7.699997	40.366287	QAM256	18
19	283000000	7.199997	40.366287	QAM256	19
20	291000000	7.000000	40.366287	QAM256	20
21	299000000	7.000000	40.366287	QAM256	21
22	307000000	6.900002	40.366287	QAM256	22
23	315000000	6.699997	38.983261	QAM256	23
24	323000000	6.599998	38.983261	QAM256	24
26	339000000	6.099998	40.366287	QAM256	26
27	347000000	6.000000	38.983261	QAM256	27
28	355000000	5.800003	38.983261	QAM256	28
29	363000000	5.500000	38.983261	QAM256	29
30	371000000	5.500000	40.366287	QAM256	30
31	379000000	5.300003	40.366287	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	38.983261	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	38.605377	0	0
6	Locked	38.983261	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	38.983261	0	0
17	Locked	40.366287	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	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	40.366287	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

3.1 Downstream channels

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

159

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)

159

Locked

41

4.2

29947486

1299

[R_Khan]

3.0 Upstream channels

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

1	39400000	40.770599	5120 KSym/sec	32QAM	4
2	46200000	40.770599	5120 KSym/sec	32QAM	3
3	53700000	41.770599	5120 KSym/sec	32QAM	2
4	60300000	42.270599	5120 KSym/sec	32QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	2	0
3	US_TYPE_STDMA	0	0	8	0
4	US_TYPE_STDMA	0	0	7	0

[R_Khan]

Networklog:

Wed Dec 8 17:39:44 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 17:39:51 20213No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 18:41:24 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 18:42:50 20213No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 18:43:06 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 18:52:09 20213No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 18:57:37 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 19:01:48 20213No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;

[R_Khan]

Hi Ryan,

Yeah it’s a bit of a nightmare! Trying to work from home and daughter has to home school for the next week or so too! Not great timing but I guess it never is! 

Yeah getting in touch is best thing to do and follow what they say which will just confirm and rule out a few obvious things then worst case you wait 24hours and if issue still persists they will hopefully allocate an engineer!

best of luck!

kind regards,

Rashid

[jbrennand]

I am not too familiar with Hub4 stats so someone who is needs to comment.

But it looks poor to me - particularly the Upstream data - too many T3 timeouts, QAM's dropping to 32. Needs VM to comment

Lets see the BQM