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...
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
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 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;|
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.
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
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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.
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.
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
That way we can update you.
Sorry for any inconvenience this may be causing you.
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
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I've had this week that my issue will be fixed on:
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.