Upload Speed

[prscampbell]

Hi, I'm experiencing (and have been for a week) upload speed issues. I usually get around 38Mbps but I can't seem to get anywhere above 8Mbps on speed test websites, and worse connections via other services.

Wanted to see if there's anything I could do to improve it, or if I just have to wait...

Downstream bonded channels

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

1	499000000	7.4	37	256 qam	36
2	235000000	7.5	38	256 qam	13
3	243000000	8.4	38	256 qam	14
4	251000000	8.6	38	256 qam	15
5	259000000	7.5	37	256 qam	16
6	267000000	6.4	37	256 qam	17
7	275000000	6.1	37	256 qam	18
8	283000000	7	37	256 qam	19
9	291000000	8	38	256 qam	20
10	299000000	7.5	37	256 qam	21
11	307000000	5.9	37	256 qam	22
12	315000000	5.3	37	256 qam	23
13	323000000	6	37	256 qam	24
14	411000000	6.9	38	256 qam	25
15	419000000	7.5	38	256 qam	26
16	427000000	8.5	38	256 qam	27
17	435000000	8.6	38	256 qam	28
18	443000000	8	38	256 qam	29
19	451000000	7.6	38	256 qam	30
20	459000000	7.9	38	256 qam	31
21	467000000	8.5	38	256 qam	32
22	475000000	9	38	256 qam	33
23	483000000	9	38	256 qam	34
24	491000000	8.4	38	256 qam	35

Downstream bonded channels

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

1	Locked	37.6	178	0
2	Locked	38.6	134	27
3	Locked	38.6	112	39
4	Locked	38.6	84	0
5	Locked	37.6	155	0
6	Locked	37.3	254	0
7	Locked	37.3	269	0
8	Locked	37.6	160	0
9	Locked	38.6	78	0
10	Locked	37.6	115	0
11	Locked	37.6	426	0
12	Locked	37.6	833	0
13	Locked	37.6	402	0
14	Locked	38.6	117	0
15	Locked	38.6	52	0
16	Locked	38.6	49	0
17	Locked	38.9	50	0
18	Locked	38.9	58	0
19	Locked	38.9	34	0
20	Locked	38.9	37	0
21	Locked	38.9	39	0
22	Locked	38.9	59	0
23	Locked	38.9	64	0
24	Locked	38.6	55	0

Upstream bonded channels

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

1	39400014	30.8	5120	16 qam	2
2	32599958	30	5120	16 qam	3
3	25799927	29.3	5120	16 qam	4
4	46200015	30.3	5120	16 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	923	0
2	ATDMA	0	0	62	0
3	ATDMA	0	0	1029	0
4	ATDMA	0	0	759	0

Time Priority Description

28/12/2022 10:29:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2022 10:24:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2022 07:52:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2022 07:46:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2022 00:38:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2022 00:37:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2022 07:20:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2022 01:56:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Client62]

All the Upstream bonded channels have downgraded from 64 qam ( normal rate ) to 16 qam ( lowest rate ) - hence the slower uploads.

The use of 16 qam is not customer fixable, perhaps there is a known fault or a new fault in the locality.

[Adduxi]

As above, but you can try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

A 60 second factory pinhole reset may put the US back to 64QAM for a short while ?
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.

Note if there is an area fault, VM will not send a technician until the fault is cleared.

Wait here a day or two and a VM Mod will pick this up

[prscampbell]

Yeah, the website and the phone number both say there's a local fault in my area but that's been the case for a week. Was just hoping there might be something I could do to fix it without having to wait.

Had this exact same issue a month ago. I'll give the reset a go, but I suspect I'll just have to wait for it to be fixed again.

EDIT: No improvement after resetting. Will just have to wait until they fix the issue locally.

[Gareth_L]

Hello prscampbell.

Thank you very much for joining our Community.
Can I just apologise for the intermittent service.
We can run a few tests from here and check on your equipment.
Sadly its not showing anything wrong, So I will need to send you a private message to gain account access and run further tests.
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Hello prscampbell,

Thanks for those details.

I have had a look at the area and we have an SNR issue right now.

This is due to be fixed on the 03/01/2023.

If it is still an issue after the above date, pop back on here and quote this reference number

F010357857.

That way we can update you.

Sorry for any inconvenience this may be causing you.

Gareth_L

[prscampbell]

It is still not working.

Reference number: F010357857

[Travis_M]

Hi @prscampbell

Thanks for your post

I am going to drop you a private message now to collect some more information and investigate further, please keep an eye on your inbox for a message from myself.

[Travis_M]

Hi @prscampbell

Thanks for your response

The issue is still ongoing unfortunately ongoing and the team are looking to have this resolved as soon as possible, the estimated fix date is currently 11 JAN 2023 09:00

Regards

[prscampbell]

I've had this week that my issue will be fixed on:
03/01/23
04/01/23 @ 2pm
06/01/23 @ 9am
11/01/23 @ 9am

You no longer need to update me as to when you think this issue will be fixed because the estimates are a waste of time.