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THE_ReD
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Upload Speed 0 Mbps Since Heatwaves Started

Hi All,

The subject/title explains itself and I hope the information below will be useful to identify the issue.

Internet comes to a halt between 9.30pm - 2.30am due to ZERO upload speed, and this is when I am most active due to late working hours. Outside of these hours, I get what I paid for (500Mbps package).

It has been going on for more than a week, and as a family we cannot take the connection drops any longer. I hope you can help us.

Wired/Ethernet connection. Gaming/Streaming Movies etc. Below are 2 sets of data, when internet is BAD vs GOOD.

When the Internet is Bad

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12030000003.537256 qam9
21390000004.438256 qam1
31470000004.438256 qam2
41550000004.338256 qam3
51630000004.137256 qam4
61710000004.137256 qam5
7179000000437256 qam6
81870000003.937256 qam7
91950000003.937256 qam8
102110000003.537256 qam10
112190000003.436256 qam11
122270000003.236256 qam12
132350000003.236256 qam13
142430000002.937256 qam14
152510000002.937256 qam15
16259000000337256 qam16
17267000000337256 qam17
182750000003.437256 qam18
192830000003.537256 qam19
202910000003.537256 qam20
212990000003.238256 qam21
223070000003.438256 qam22
233150000003.238256 qam23
243230000003.538256 qam24

 

Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked37.6390
2Locked38.6320
3Locked38.613936
4Locked38.6610
5Locked37.6400
6Locked37.3870
7Locked37.6250
8Locked37.3510
9Locked37.3580
10Locked37.3380
11Locked36.6230
12Locked36.6570
13Locked36.6410
14Locked37.3520
15Locked37.6270
16Locked37.3890
17Locked37.6320
18Locked37.3500
19Locked37.3240
20Locked37.6210
21Locked38.6350
22Locked38.9340
23Locked38.6280
24Locked38.9280

 

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13940039142.5512016 qam4
24620000042.8512016 qam3
33260033042.5512016 qam5
42579951642.3512016 qam6

 

Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0050

 

Network Log  
   
TimePriorityDescription
27/07/2021 19:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 22:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:05:c2:1d:d1:2b;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 21:03noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 00:06criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Slow network speed test

Low Speed.jpg

Snapshot of BQM (red areas occur also from 9.30pm that graph does not capture)

Issue.jpg

Live BQM

My Broadband Ping - Virgin Media Broadband 500Mbps

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THE_ReD
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Re: Upload Speed 0 Mbps Since Heatwaves Started

When Internet is Good/Behaving

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12030000003.237256 qam9
2139000000438256 qam1
3147000000438256 qam2
41550000003.938256 qam3
51630000003.937256 qam4
61710000003.737256 qam5
71790000003.737256 qam6
81870000003.537256 qam7
91950000003.537256 qam8
102110000003.237256 qam10
11219000000336256 qam11
122270000002.936256 qam12
132350000002.936256 qam13
142430000002.537256 qam14
152510000002.537256 qam15
162590000002.737256 qam16
172670000002.737256 qam17
18275000000337256 qam18
19283000000337256 qam19
20291000000337256 qam20
212990000002.938256 qam21
22307000000338256 qam22
233150000002.738256 qam23
243230000003.238256 qam24

Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked37.3620
2Locked38.6710
3Locked38.617436
4Locked38.6790
5Locked37.6780
6Locked37.61380
7Locked37.3480
8Locked37.3810
9Locked37.3850
10Locked37.3740
11Locked36.6440
12Locked36.61110
13Locked36.3670
14Locked37.3920
15Locked37.6630
16Locked37.31640
17Locked37.6730
18Locked37.3850
19Locked37.6480
20Locked37.6420
21Locked38.6600
22Locked38.9650
23Locked38.6580
24Locked38.9530

 

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13939997942.3512032 qam4
24620000042.5512064 qam3
33260006342.5512016 qam5
42580002042.3512032 qam6

Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0060

 

Good Network Internet Speed

High Speed.jpg

My Thoughts

I sincerely think it has nothing to do with my setup as I have not changed anything, it would only make sense if its happening to everyone since the heatwave started, otherwise it could also be from Virgin Media's side.

Although I am glad compared to others that it does not happen during daytime/working hours, it still should not happen with the amount that I am paying and expecting consistent internet speeds.

I sincerely appreciate if you could assist me resolving this issue. Thanks!

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risc19
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Re: Upload Speed 0 Mbps Since Heatwaves Started

Yup your upstream is not good.

When its bad the upload channels are at 16 qam.

When is 'good' some are 64 and some are 32qam.

They should ALL be 64qam ALL THE TIME.

You are going to need an engineer visit to investigate why they are dropping to a lower modulation.

It may just be some noise on the line or a corroded connector.

Virgin should drop by soon and hopefully agree with me.

My Broadband Ping - Gig1 Modem mode
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THE_ReD
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Re: Upload Speed 0 Mbps Since Heatwaves Started

Thanks risc19 for looking into this,

I think you might be correct with the corroded connector. Unfortunately we cannot even use our phone line that we are paying, called 3-4 engineers to fix it since the pandemic started, few days later - incredible amount of noise comes back after fix and its still unusable. They keep telling us to use the Virgin Router's phone line (router is located in my room 2nd floor next to my computer, phone line located closer to entrance ground floor). It is just not possible to put home phone in my room, and I prefer to use wired connection without the need of powerline/wireless.

Last engineer said the cables coming into the property may have gotten old and could be the reason creating the noise in lines. Now it seems it is affecting the internet based on your initial observation...

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THE_ReD
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Re: Upload Speed 0 Mbps Since Heatwaves Started

I forgot to add, router has 6db Forward Path Attenuator connected.

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Zak_M
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Re: Upload Speed 0 Mbps Since Heatwaves Started

Good morning @THE_ReD.

 

Welcome to the forums and thank you for taking the time to post. 

 

I am really sorry to hear that you have had some issues with your broadband. 

 

Unfortunately I haven't been able to locate your account to run some diagnostics,  in order for me to do this I will pop you over a PM. 

 

Kind regards,

Zak_M

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THE_ReD
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Re: Upload Speed 0 Mbps Since Heatwaves Started

Thank you Zak_M and staff for sending an engineer to look into this.

After the engineer visit, unfortunately the slow internet is still here with no upload speed.

As the weather is getting warmer in London, the issue is persisting more frequently. If no other Virgin Media customer has this problem in my area, I think it could be a router problem? I currently have Hub 3.0.

See below snapshot of BQM (or see OP for live BQM) of current night's connection. The dip at 11pm is me resetting the router to test if the connection would come back:

367df395c65a2b4d90ad41c8526b4c96f1f35c24.png

I cannot access the internet now, so I am sending this over my mobile data. See below current router logs:

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12430000004.538256 qam14
22030000005.138256 qam9
3211000000538256 qam10
42190000004.938256 qam11
52270000004.837256 qam12
62350000004.837256 qam13
72510000004.538256 qam15
82590000004.538256 qam16
92670000004.838256 qam17
102750000004.938256 qam18
11283000000538256 qam19
12291000000538256 qam20
13299000000538256 qam21
143070000004.938256 qam22
153150000004.938256 qam23
16323000000538256 qam24
173310000005.340256 qam25
183390000005.340256 qam26
19347000000540256 qam27
20355000000540256 qam28
21363000000540256 qam29
223710000004.840256 qam30
233790000004.938256 qam31
243870000004.940256 qam32

 

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked38.650
2Locked38.640
3Locked38.660
4Locked38.660
5Locked37.640
6Locked37.650
7Locked38.670
8Locked38.950
9Locked38.650
10Locked38.660
11Locked38.950
12Locked38.960
13Locked38.950
14Locked38.950
15Locked38.940
16Locked38.960
17Locked40.350
18Locked40.330
19Locked40.340
20Locked40.350
21Locked40.350
22Locked40.360
23Locked38.960
24Locked40.960

 

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13939952540.8512016 qam4
24620043941512016 qam3
33259986140.8512016 qam5
42579933740.8512016 qam6

 

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0050

 

I appreciate if you could look into this again and thank you all for your assistance.

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THE_ReD
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Re: Upload Speed 0 Mbps Since Heatwaves Started

I forgot to put the speedtest, see below:

Screenshot 2021-08-11 004014.jpg

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lotharmat
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Re: Upload Speed 0 Mbps Since Heatwaves Started

Yup - Upstream is still bad!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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THE_ReD
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Re: Upload Speed 0 Mbps Since Heatwaves Started

Hi All,

Unfortunately I am running out of patience as this is happening during my work hours now and cannot attend to meetings or do my job. I am on Virgin Mobile with 2GB data limit which I cannot heavily rely on and I did not require more data on my phone hoping that my internet would be stable. Can this be seriously looked into now?

Data.png

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