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R_Khan
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Message 1 of 22
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Unusable low upload speeds all of a sudden

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

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jbrennand
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Message 2 of 22
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Re: Unusable low upload speeds all of a sudden

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

--------------------
John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
R_Khan
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Message 3 of 22
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Re: Unusable low upload speeds all of a sudden

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

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jbrennand
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Message 4 of 22
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Re: Unusable low upload speeds all of a sudden

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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Ryanjd
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Message 5 of 22
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Re: Unusable low upload speeds all of a sudden

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
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Message 6 of 22
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Re: Unusable low upload speeds all of a sudden

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

253310000006.09999838.983261QAM25625
11390000009.69999740.366287QAM2561
21470000009.19999738.983261QAM2562
31550000009.19999740.366287QAM2563
41630000008.69999740.366287QAM2564
51710000008.19999738.605377QAM2565
61790000007.80000338.983261QAM2566
71870000007.59999840.366287QAM2567
81950000007.19999740.366287QAM2568
92030000006.69999740.366287QAM2569
102110000006.80000340.366287QAM25610
112190000006.69999740.366287QAM25611
122270000006.69999738.983261QAM25612
132350000006.80000338.983261QAM25613
142430000007.00000040.366287QAM25614
152510000006.80000340.366287QAM25615
162590000007.19999738.983261QAM25616
172670000007.40000240.366287QAM25617
182750000007.69999740.366287QAM25618
192830000007.19999740.366287QAM25619
202910000007.00000040.366287QAM25620
212990000007.00000040.366287QAM25621
223070000006.90000240.366287QAM25622
233150000006.69999738.983261QAM25623
243230000006.59999838.983261QAM25624
263390000006.09999840.366287QAM25626
273470000006.00000038.983261QAM25627
283550000005.80000338.983261QAM25628
293630000005.50000038.983261QAM25629
303710000005.50000040.366287QAM25630
313790000005.30000340.366287QAM25631



3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25Locked38.98326100
1Locked40.36628700
2Locked38.98326100
3Locked40.36628700
4Locked40.36628700
5Locked38.60537700
6Locked38.98326100
7Locked40.36628700
8Locked40.36628700
9Locked40.36628700
10Locked40.36628700
11Locked40.36628700
12Locked38.98326100
13Locked38.98326100
14Locked40.36628700
15Locked40.36628700
16Locked38.98326100
17Locked40.36628700
18Locked40.36628700
19Locked40.36628700
20Locked40.36628700
21Locked40.36628700
22Locked40.36628700
23Locked38.98326100
24Locked38.98326100
26Locked40.36628700
27Locked38.98326100
28Locked38.98326100
29Locked38.98326100
30Locked40.36628700
31Locked40.36628700



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked414.2299474861299
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R_Khan
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Message 7 of 22
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Re: Unusable low upload speeds all of a sudden

3.0 Upstream channels

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

13940000040.7705995120 KSym/sec32QAM4
24620000040.7705995120 KSym/sec32QAM3
35370000041.7705995120 KSym/sec32QAM2
46030000042.2705995120 KSym/sec32QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0020
3US_TYPE_STDMA0080
4US_TYPE_STDMA0070
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R_Khan
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Message 8 of 22
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Re: Unusable low upload speeds all of a sudden

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;

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R_Khan
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Message 9 of 22
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Re: Unusable low upload speeds all of a sudden

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

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jbrennand
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Message 10 of 22
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Re: Unusable low upload speeds all of a sudden

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.