Upload Speed drops to 2-3Mbps intermittently (Area 12)
06-03-202023:20 - edited 06-03-202023:38
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:
Restarting the Super Hub,
Doing a Pin-hole Reset of the Super Hub,
Connecting directly to the Super Hub using a High Speed CAT6c Cable (not over WiFi),
Testing the Upload Speed using various different devices,
Disconnecting all other Devices from the Super Hub/Network and running speed tests on a single wired connection.
Enabling both 2.4Ghz and 5Ghz WiFi on the Super Hub,
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. 🙂