Unusable upload speeds on Gig1

[spider-boy]

For the past week after having a new connection installed after moving house (which took a month to finally get installed) I'm lucky to get more than 12mpbs upload speed. Today specifically it's barely been able to reach 1mpbs. On the very rare occasion I will see around 48mpbs, but it's not stable and will drop after a few minutes.

I've done lots of testing with ethernet, WiFi, different computers, various devices, different settings, resetting the hub, pinhole resetting the hub, etc. Nothing makes a difference.

As a streamer that makes fairly decent money for doing it part time this is now directly affecting my income. I can't reach anyone on Virgin online chat (If the help pages even let you get that far) and I can't reach anyone when I phone. So this is my last ditch effort of getting some help before I cancel my package altogether.

[Megan_L]

Hi Spider-Boy,

Thanks for posting about this issue with your broadband on our forums, I am sorry it's been causing some frustration and disruption for you. 

I have taken a quick look at your services on my side and can see your area currently has an SNR outage which is affecting TV, Broadband and Landline services. The estimated fix date and time is 05 DEC 2022 09:00am, but please be aware this may be changed due to the nature of faults. 

Please check our service checker for more updates, we also have an automatic compensation scheme if you want to check if you're eligible for this.

Apologies again for the disruption this is causing, our engineers are on site working on the fix.

Thanks, 

Megan_L

[spider-boy]

Hey Megan,

Can confirm the issue is not fixed and the service checker is still showing issues at my postcode

[jbrennand]

What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

[spider-boy]

It says there aren't any issues but as I'm still getting under half of my upload speed consistently, it's clear there are still problems.

Is anyone able to direct me so I can post the correct analytics from the hub? I'm getting quite tired of back and forth messages and waiting days at a time for responses. 

As far as I can tell I need an engineer to actually look at what's going on at a deeper level. 

[spider-boy]

3.0 Downstream channels

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

1	138750000	8.1	39	QAM256	1
2	146750000	7.8	40.4	QAM256	2
3	154750000	7.7	40.4	QAM256	3
4	162750000	7.1	40.4	QAM256	4
5	170750000	6.5	39	QAM256	5
6	178750000	6	40.4	QAM256	6
7	186750000	6.1	40.9	QAM256	7
8	194750000	6.2	40.4	QAM256	8
9	202750000	5.8	40.4	QAM256	9
10	210750000	5.8	40.4	QAM256	10
11	218750000	5.6	40.4	QAM256	11
12	226750000	5.7	40.4	QAM256	12
13	234750000	5.8	39	QAM256	13
14	242750000	6	40.9	QAM256	14
15	250750000	5.9	40.4	QAM256	15
16	258750000	6.1	40.4	QAM256	16
17	266750000	6.1	39	QAM256	17
18	274750000	5.7	39	QAM256	18
19	282750000	5.4	40.4	QAM256	19
20	290750000	5.3	39	QAM256	20
21	298750000	5.5	39	QAM256	21
22	306750000	5.4	40.4	QAM256	22
23	314750000	5.1	39	QAM256	23
24	322750000	4.6	39	QAM256	24
25	330750000	4.5	39	QAM256	25
26	338750000	4.5	39	QAM256	26
27	346750000	4.3	39	QAM256	27
28	354750000	4	39	QAM256	28
29	362750000	4	40.4	QAM256	29
30	370750000	4.2	39	QAM256	30
31	378750000	4.3	39	QAM256	31

3.0 Downstream channels

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

1	Locked	38.983261	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	38.983261	2	0
6	Locked	40.366287	0	0
7	Locked	40.946209	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	40.366287	0	0
13	Locked	38.983261	0	0
14	Locked	40.946209	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	40.366287	0	0
23	Locked	38.983261	1	0
24	Locked	38.983261	0	0
25	Locked	38.983261	1	0
26	Locked	38.983261	1	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	40.366287	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

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

37

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)

37

Locked

41

5.2

38042899

0

[spider-boy]

3.0 Upstream channels

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

1	43100000	43.8	5120 KSym/sec	64QAM	2
2	23600000	42.3	5120 KSym/sec	64QAM	5
3	49600000	44.5	5120 KSym/sec	32QAM	1
4	30100000	43	5120 KSym/sec	32QAM	4
5	36600000	43.5	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

40.2

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

53.4

0

0

[spider-boy]

Network Log

Time Priority Description

Sat 03/12/2022 03:12:06	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 03/12/2022 08:23:11	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 03/12/2022 08:29:15	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 03/12/2022 09:59:36	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 03/12/2022 10:43:12	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 03/12/2022 12:00:44	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 03/12/2022 15:42:45	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 03/12/2022 17:40:07	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 03/12/2022 17:53:02	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 03/12/2022 22:21:28	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 04/12/2022 01:23:47	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 04/12/2022 10:35:18	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 04/12/2022 11:00:21	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 04/12/2022 11:36:15	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 04/12/2022 14:27:17	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 04/12/2022 16:14:44	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 04/12/2022 18:07:52	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 05/12/2022 00:30:44	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 05/12/2022 03:06:58	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 05/12/2022 07:31:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 05/12/2022 08:31:16	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 05/12/2022 22:55:45	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 05/12/2022 23:29:04	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 06/12/2022 00:54:06	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 06/12/2022 00:54:16	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 06/12/2022 00:54:23	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 06/12/2022 00:54:51	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 06/12/2022 14:10:02	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 06/12/2022 14:10:09	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 07/12/2022 03:53:03	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 07/12/2022 04:32:08	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 07/12/2022 20:28:38	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 07/12/2022 20:43:22	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 08/12/2022 02:16:42	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 08/12/2022 06:05:12	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 08/12/2022 08:39:35	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 08/12/2022 12:43:59	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 08/12/2022 13:11:19	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 08/12/2022 13:11:41	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 08/12/2022 16:12:06	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[spider-boy]

Hi John, I've posted my data from the Hub. Looking at other posts around the forum it seems you are the best person to look at what's going on. 

I only hope a Virgin team member can actually get round to looking as well. I'm 99% sure I've got noise issues and need someone to come out. I've checked all the cabling (what I can physically get to) and everything is secure.

[spider-boy]

Hi Megan is there any update on this?

I'm still having the same issues, if not worse than before. I've posted my hub details above.