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sinfinity
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Unusable upload speeds

Hi.

I am not the first and sure will not be the last to post about this issue.

Until recently I have been working from home with no issues, but the last day or 2 have been awful and I have not been able to do anything. Not even save a simple excel file.

I am using the Wi-Fi on  Virgin Media Super Hub 2ac.

I have done all the usual check suggested by the on line help.

Assuming the RealSpeed - SamKnows doesn't work on my old router.

I have run a number of speed test today, different times and different tools and all are coming back about the same. Download speeds are fine, upload is non existent.

sinfinity_0-1629205402141.pngsinfinity_1-1629205432227.png

Details of the Super Hub 2ac as requested 

Information

Cable Modem EuroDOCSIS 3.0 Compliant
Serial Number 3PM346WX02F11
Boot Code Version PSPU-Boot 1.0.20.1391
Software Version V2.01.15
Hardware Version 1.03
CA Key Installed

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz) 411000000 Locked
Ranged Upstream Channel (Hz) 32600000 Success
Provisioning State OK Operational

 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)

411000000 419000000 427000000 435000000 443000000 451000000 459000000 467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 1 2 3 4 5 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV) -0.36 -0.29 -0.37 -0.50 -0.39 -0.50 -0.55 -0.77
RxMER (dB) 36.39 36.61 36.39 36.39 37.09 37.09 37.09 37.09
Pre RS Errors 11562 2963 2482 11011 8524 9144 9374 9632
Post RS Errors 8381 740 779 9037 7172 6461 7527 7781

 

Upstream  US-1 US-2 US-3 US-4

Channel Type 2.0 2.0 2.0 2.0
Channel ID 5 4 3 6
Frequency (Hz) 32600000 39400000 46200000 25800000
Ranging Status Success Success Success Success
Modulation 64QAM 64QAM 64QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 44.50 44.79 45.04 44.29
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 1 0
T4 Timeouts 0 0 0 0

 

Network Log

First Time Last Time Priority Error Number Description
17/08/2021 12:39:58 GMT 17/08/2021 12:39:58 GMT Warning (5) 84020200 Lost MDD Timeout
17/08/2021 12:39:58 GMT 17/08/2021 12:39:58 GMT Warning (5) 84020200 Lost MDD Timeout
17/08/2021 12:39:58 GMT 17/08/2021 12:39:58 GMT Warning (5) 84020200 Lost MDD Timeout
17/08/2021 12:39:58 GMT 17/08/2021 12:39:58 GMT Warning (5) 84020200 Lost MDD Timeout
17/08/2021 12:39:58 GMT 17/08/2021 12:39:58 GMT Warning (5) 84020200 Lost MDD Timeout
17/08/2021 12:39:58 GMT 17/08/2021 12:39:58 GMT Warning (5) 84020200 Lost MDD Timeout
17/08/2021 12:39:58 GMT 17/08/2021 12:39:58 GMT Warning (5) 84020200 Lost MDD Timeout
17/08/2021 12:39:54 GMT 17/08/2021 12:39:54 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
17/08/2021 12:39:53 GMT 17/08/2021 12:39:53 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
17/08/2021 12:03:29 GMT 17/08/2021 12:03:29 GMT Warning (5) 66050310 Auth Success - Web login successful.
17/08/2021 12:03:21 GMT 17/08/2021 12:03:21 GMT Warning (5) 66050300 Auth Fail - Web login failed.
17/08/2021 11:45:16 GMT 17/08/2021 11:45:16 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
17/08/2021 09:58:19 GMT 17/08/2021 09:58:19 GMT Error (4) 68010302 DHCP WAN IP - 86.1.172.204
17/08/2021 09:57:20 GMT 17/08/2021 09:57:20 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
17/08/2021 09:43:47 GMT 17/08/2021 09:43:47 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
17/08/2021 09:39:58 GMT 17/08/2021 09:39:58 GMT Error (4) 68010302 DHCP WAN IP - [DELETED
17/08/2021 09:39:09 GMT 17/08/2021 09:39:09 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
17/08/2021 09:38:58 GMT 17/08/2021 09:38:58 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully

 

Thanks

Mark..

 

 

[MOD EDIT: Personal and private information has been removed from this post.]

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John_GS
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Re: Unusable upload speeds

Hi sinfinity/Mark

 

Thanks for posting. My apologies for the lower than expected speeds.

 

I've ran a check for you today on our systems. It says the following; 

 

Your area is affected by an SNR (signal to noise ratio) issue. You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you. 

 

The fault reference for your records is F009226346 and the estimated fix date is tomorrow at 12.05pm.

 

Please monitor the connection and speeds after this time, do some tests via Ethernet on a PC/Laptop if you can as this will also show us if it's a broadband issue or wireless one (when the SNR is resolved) and no Sam Knows wouldn't work with the 2AC. 

 

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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