Menu
Reply
Highlighted
  • 3
  • 0
  • 0
Joining in
321 Views
Message 1 of 4
Flag for a moderator

Upload Speed drops to 2-3Mbps intermittently (Area 12)

Hello, folks! Apologies for the long post, but I wanted to get all of the details down in writing to better help people get to grips with the issue I'm having, and to save repeat troubleshooting steps. Thanks for taking the time to read. 🙂

I've been having an issue with upload speed that seems to be baffling both myself and the virgin engineers that I have liased with, so I'm turning to the community for some potential brainstorming and support.

Just to give some background, I am a Computer Game Live-Streamer and so tend to use more upload speed than your average user. The streams I run require at least a consistant minimum of 6Mbps in order for the video stream to be smooth. I would also like to state that I am aware that whilst Virgin Media guarantees high download speeds, it does not extend this guarantee to upload speed (which a call centre technician said should be an abolsute minimum of 5Mbps).

I am currently sporting Virgin's "M350 Ultrafast Fibre" which has 362Mbps Download speed and 32-36Mbps Upload speed which has been working reliably for the last year-and-a-bit. As of about a month ago, my upload speed (and only my upload speed) has been randomly dropping to anywhere from literally 1Mbps to 8Mbps at seemingly random points in the day for varying lengths of time.

Several hours with Virgin Technical Support Team (Call Centre) has seen me explore all of the most reasonable trouble shooting options, this includes:

  1. Restarting the Super Hub,
  2. Doing a Pin-hole Reset of the Super Hub,
  3. Connecting directly to the Super Hub using a High Speed CAT6c Cable (not over WiFi),
  4. Testing the Upload Speed using various different devices,
  5. Disconnecting all other Devices from the Super Hub/Network and running speed tests on a single wired connection.
  6. Enabling both 2.4Ghz and 5Ghz WiFi on the Super Hub,
  7. And Lastly, having an engineer swap the Super Hub for a brand new one (as the orginal was about 2 years old).

All of these trouble shooting steps have sadly yielded no change to the intermittency of the service.

I have had two enginners come to my home to help trouble shoot the issue, but due to the irregularity of the problem, have been unable to catch the upload problem in the act.
The first engineer had a look into the Super Hubs history using a piece of diagnostic software he had on his phone, and found that (and forgive me here because my technical understanding of this very limited) the SNR for my Upload Speed was under target for the last few weeks which would coincide with the time frame of me first noticing the issue.

What the Engineer could not say is what was causing the poor SNR rating, or how he could fix it. He kept eluding that it may need to be referred to a "Network Specialist", but wasn't allowed to escalate it because it (due to the intermittency of the fault) wasn't occuring whilst he was on site.

The second engineer came and was pretty vague about what he actually did, he spent about 15 minutes at the street cabinet, replaced the Super Hub with a new one from his van, and that was that. He did say to give him a call back if the fault reoccurs (which it has), so I will give him a call back tomorrow.


And that's the story so far. The engineers seem unsure as to how to proceed, and I feel I have exhausted the troubleshooting I have available to me at home (unless people has any recommendations, of course). I am wondering if people had ever encountered similar problems, and what steps were taken to resolve them, or if there is any software people recommend I can use to measure SNR as to try and build a better diagnosis.

Thanks for lending me your brains and eyeballs,
Joseph. 🙂

0 Kudos
Reply
Highlighted
  • 3
  • 0
  • 0
Joining in
318 Views
Message 2 of 4
Flag for a moderator

Re: Upload Speed drops to 2-3Mbps intermittently (Area 12)

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
411000000
Locked
Ranged Upstream Channel (Hz)
46200220
Locked
Provisioning State
Online

 

Downstream bonded channels

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

14110000002.537256 qam33
2219000000340256 qam11
3227000000338256 qam12
42350000002.938256 qam13
52430000002.538256 qam14
62510000002.738256 qam15
72590000002.738256 qam16
8267000000338256 qam17
92750000003.238256 qam18
102830000003.538256 qam19
112910000003.538256 qam20
122990000003.538256 qam21
133070000003.438256 qam22
143150000003.538256 qam23
153230000003.738256 qam24
163470000003.238256 qam25
173550000003.238256 qam26
183630000003.438256 qam27
193710000003.238256 qam28
203790000002.738256 qam29
213870000002.738256 qam30
223950000002.738256 qam31
234030000002.738256 qam32
24419000000237256 qam34



Downstream bonded channels

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

1Locked37.6172480
2Locked40.3400
3Locked38.9590
4Locked38.9690
5Locked38.9760
6Locked38.9950
7Locked38.9920
8Locked38.6900
9Locked38.9850
10Locked38.91000
11Locked38.61760
12Locked38.92410
13Locked38.93250
14Locked38.94740
15Locked38.66300
16Locked38.917050
17Locked38.623050
18Locked38.930700
19Locked38.941930
20Locked38.655930
21Locked38.670080
22Locked38.693330
23Locked38.6125730
24Locked37.6219280

 

Upstream bonded channels

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

1462002204.775512064 qam3
2394002544.725512064 qam4
3258003134.675512064 qam6
4326002394.7512064 qam5

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 
0 Kudos
Reply
Highlighted
  • 3
  • 0
  • 0
Joining in
317 Views
Message 3 of 4
Flag for a moderator

Re: Upload Speed drops to 2-3Mbps intermittently (Area 12)

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxl35016u-b.cm

 

Primary Downstream Service Flow

SFID370300
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0

 

Primary Upstream Service Flow

SFID370299
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
 
Network LogTime Priority Description
01/01/1970 00:02:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2020 18:30:14noticeSW Download INIT - Via Config file
06/03/2020 18:30:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2020 18:33:1ErrorDisruption during SW download - Power Failure
06/03/2020 18:33:5noticeSW Download INIT - Via Config file
06/03/2020 18:35:8noticeSW download Successful - Via Config file
0 Kudos
Reply
Highlighted
  • 3.24K
  • 135
  • 189
Forum Team
Forum Team
255 Views
Message 4 of 4
Flag for a moderator

Re: Upload Speed drops to 2-3Mbps intermittently (Area 12)

Thank you for your post Longlivequebec and sorry to hear of your ongoing issues.

 

I understand you've already done quite a few tests but could you please check the coax cable going from the Hub to your wall socket, making sure it's secure and is free of any damage? 

 

If possible unplug and resit this just in case.

 

Let us know how this goes. 

 

Thank you, Emily.

0 Kudos
Reply