Upload Speed / Packet loss

[antbates91]

I've not long had Virgin Media installed, around about 2 weeks. I've notice from day one that there have been a few issues with the upload. Download side of things, everything is fine. 

I rarely ever get the full 35Mbps upload, it normally hovers around 28 tops, but tends to fluctuate between 15 - 28 mostly. Another issue I notice is random stalling when I request a webpage. It can last for around 20 seconds, then everything returns to normal. It's not related to specific websites, its just random.

I am using a hub 4 in modem mode with a Netgear Orbi RBR750. The device I'm testing on is hardwired into the Orbit, and has a 1 Gigabit network card.

I set up a BQM once it was installed an I've noticed that whenever I start uploading, the graph shows latency increasing, and sometimes a bit of packet loss. 

So I decided to run some tests on the upload, and a continuous test of upload and download is showing that while download is perfectly fine, the upload side is losing around 1%-5% of packets sent.

Looking into the logs on the modem I'm getting a few T3 Timeouts and the modulation isn't correct on all of the channels.

Attached are some test images and stats/logs from the hub 4. Regarding how our Virgin Media is delivered, its via RFOG and I've checked all the coax from the router to the ONT is tight. The ONT plug light is always solid green so it doesn't look like its cutting out either.

[antbates91]

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
25	330750000	1.000000	38.605377	QAM256	25
1	138750000	3.000000	38.983261	QAM256	1
2	146750000	2.799999	40.366287	QAM256	2
3	154750000	2.799999	40.366287	QAM256	3
4	162750000	2.500000	38.983261	QAM256	4
5	170750000	2.400002	38.605377	QAM256	5
6	178750000	2.000000	38.605377	QAM256	6
7	186750000	2.000000	38.983261	QAM256	7
8	194750000	2.099998	38.983261	QAM256	8
9	202750000	2.099998	38.983261	QAM256	9
10	210750000	2.099998	38.983261	QAM256	10
11	218750000	2.099998	38.983261	QAM256	11
12	226750000	2.299999	38.983261	QAM256	12
13	234750000	2.200001	38.983261	QAM256	13
14	242750000	2.099998	40.366287	QAM256	14
15	250750000	2.000000	38.983261	QAM256	15
16	258750000	2.099998	38.983261	QAM256	16
17	266750000	1.700001	38.983261	QAM256	17
18	274750000	1.200001	38.605377	QAM256	18
19	282750000	1.400002	38.983261	QAM256	19
20	290750000	1.700001	38.983261	QAM256	20
21	298750000	2.000000	40.366287	QAM256	21
22	306750000	1.299999	38.983261	QAM256	22
23	314750000	0.799999	38.983261	QAM256	23
24	322750000	0.799999	38.983261	QAM256	24
26	338750000	1.000000	38.983261	QAM256	26
27	346750000	0.799999	38.605377	QAM256	27
28	354750000	0.799999	38.983261	QAM256	28
29	362750000	1.099998	38.605377	QAM256	29
30	370750000	1.099998	38.983261	QAM256	30
31	378750000	0.799999	38.983261	QAM256	31

3.0 Downstream channels

Channel	Lock Status	RxMER (dB)	Pre RS Errors	Post RS Errors
25	Locked	38.605377	0	0
1	Locked	38.983261	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	38.983261	0	0
5	Locked	38.605377	0	0
6	Locked	38.605377	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	40.366287	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.605377	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	40.366287	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	38.605377	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	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)
33	94	4K	1840	QAM4096	424

3.1 Downstream channels

Channel ID	Lock Status	RxMER Data (dB)	PLC Power (dBmV)	Correcteds (Active Profile)	Uncorrectables (Active Profile)
33	Locked	41	0.4	1292075766	0

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	35.020599	5120 KSym/sec	16QAM	3
2	46200000	34.770599	5120 KSym/sec	64QAM	2
3	53700000	34.770599	5120 KSym/sec	32QAM	1
4	32600000	35.020599	5120 KSym/sec	64QAM	4

3.0 Upstream channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	US_TYPE_STDMA	0	0	3	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	2	0
4	US_TYPE_STDMA	0	0	0	0

Time Priority Description

Wed Feb 16 11:13:56 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 16 11:16:52 2022	6	SW Download INIT - Via Config file cmreg-vmdg640-bbt062-b.cm
Wed Feb 16 11:18:05 2022	6	SW download Successful - Via Config file
Wed Feb 16 11:20:39 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:22 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 16 11:28:13 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 16 11:50:52 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 17 16:49:07 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Feb 20 00:47:19 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Feb 20 11:54:08 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 23 12:47:20 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Mar 1 03:58:22 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 2 12:47:21 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Adduxi]

Your Upstream is struggling.  The channels should all be connecting at 64QAM.  You will need a VM technician to fix this.  Wait here a day or two for a VM Mod to pick this up.

You could, in the meantime, try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

[Paulina_Z]

Hi @antbates91,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you've been experiencing some ongoing speed issues with your Hub.

After running some checks, I can see your upstream power levels are currently out of spec and will need a technician to visit your property to have this looked into further to resolve. However, I can see that you mentioned that your Hub is currently in Modem mode and connected to a third party router. As we're unable to provide technical assistance for third party routers, I would advise you put your Virgin Media Hub in router mode and reset your Hub as @Adduxi suggested. 

Once those steps are complete and your power levels are sill not looking great after 24 hours, please let us know and we'll be happy to send over a technician to investigate further.

Thank you.

[antbates91]

I've rest the hub.

The stats looked better when it came back up but channel 3 and 2 were still at 32 QAM instead of 64.

The upload speeds are now hitting 35Mbps, however they are very unstable and still drop as low as 15Mbps before bouncing back up again. See the purple line below.

[antbates91]

3.0 Downstream channels

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

25	330750000	1.000000	38.983261	QAM256	25
1	138750000	2.900002	38.983261	QAM256	1
2	146750000	2.700001	38.983261	QAM256	2
3	154750000	2.799999	38.983261	QAM256	3
4	162750000	2.599998	38.983261	QAM256	4
5	170750000	2.299999	38.983261	QAM256	5
6	178750000	1.900002	38.983261	QAM256	6
7	186750000	1.900002	38.983261	QAM256	7
8	194750000	2.000000	38.983261	QAM256	8
9	202750000	2.099998	38.983261	QAM256	9
10	210750000	2.099998	38.983261	QAM256	10
11	218750000	2.099998	38.983261	QAM256	11
12	226750000	2.299999	38.983261	QAM256	12
13	234750000	2.200001	38.983261	QAM256	13
14	242750000	2.000000	40.946209	QAM256	14
15	250750000	1.900002	38.983261	QAM256	15
16	258750000	2.000000	38.983261	QAM256	16
17	266750000	1.599998	38.983261	QAM256	17
18	274750000	1.099998	38.983261	QAM256	18
19	282750000	1.299999	38.983261	QAM256	19
20	290750000	1.799999	38.983261	QAM256	20
21	298750000	1.900002	40.366287	QAM256	21
22	306750000	1.200001	38.983261	QAM256	22
23	314750000	0.700001	38.983261	QAM256	23
24	322750000	0.700001	38.983261	QAM256	24
26	338750000	1.000000	38.983261	QAM256	26
27	346750000	0.900002	38.983261	QAM256	27
28	354750000	0.799999	38.983261	QAM256	28
29	362750000	1.099998	38.605377	QAM256	29
30	370750000	1.000000	38.605377	QAM256	30
31	378750000	0.700001	38.605377	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	38.983261	0	0
2	Locked	38.983261	0	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	40.946209	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	40.366287	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
30	Locked	38.605377	0	0
31	Locked	38.605377	0	0

[antbates91]

3.1 Downstream channels

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

33

94

4K

1840

QAM4096

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

41

0.3

87323411

0

3.0 Upstream channels

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

1	39400000	35.020599	5120 KSym/sec	32QAM	3
2	46200000	35.020599	5120 KSym/sec	32QAM	2
3	53700000	35.020599	5120 KSym/sec	64QAM	1
4	32600000	35.270599	5120 KSym/sec	32QAM	4

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	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

As the above monitor shows, everything is fine until I start doing uploading.

[antbates91]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ce237a5e2de29e647bcf046b180ccb2412...

Live BQM attached

[Chris_W1]

Hi antbates91, thanks for the message and posting on the forums. I have looked into this and cannot see any issues. I will send you a private message so that further tests can be run. Please look out for the purple envelope. ^Chris 

[nennolello]

If you ever find the culprit let us know since I am suffering from the same issues and after changing hub, coax cable, having received visits from 3 different VM tech guys and have been told my line is good I am still experiencing what you just told: fluctuating and poor upload and random freeze requesting web pages.

-Thankls