Upload dropped off a cliff

[Grumbul]

Since this morning a relatively stable connection has become almost unusable due to erratic and at times almost zero upload speeds.

Despite a regular 380Mbps download the upload speed seems to be close to zero.

After contacting VM via phone and using the 'new' text message link (amounting to turn it on and off again) we then spoke with a VM phone rep. We were informed there was an area issue affecting 25% of the customers in the area and that a tech team were aware and scheduled to repair today.

After some time we were also provided with a number to track the issue (basically the service status number).

That has been saying there are no known issues in the area all morning and up to and including the time of this post.

A second call again confirmed they are aware of an issue but no explanation as to why the service tracker has not updated nor if/when a tech team would be in the area. The status tracker continues to state their is no issue. The advice was to wait a few days and see if it remained unstable which sounded worryingly like a fob off to be honest.

So..... anyone have any experience of something like this? I'm just concerned that although an issue has been identified literally no-one seems to be able to shed any light on the problem at this time and the service tracker is not confirming any known issues (which it normally does). 

[jbrennand]

was that number... 0800 561 0061 ?

---------

That usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers - or just you.

[Grumbul]

That would be the number indeed and it is still saying there is no issue.

Upload speeds are almost non-existent right now.

As stated before I was told this issue was affecting 25% of customers so was being looked into. But nothing seems to actually support that. One customer service rep says there is an issue, another says there is not, the phone line you mentioned says there is not an issue.

It is just a merry go round and right now I have unusable internet with no idea what is going on.

[jbrennand]

OK - lets see the data..... an you do this...
____________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[Grumbul]

Hi jbrennand, 

Happy to jump through the hoops again with you....

Item Status Comments

Acquired Downstream Channel(Hz)	331000000	Locked
Ranged Upstream Channel(Hz)	46200000	Ranged
Provisioning State	Online	Operational

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

1	331000000	8.3	43	QAM 256	25
2	179000000	4.7	41	QAM 256	6
3	187000000	4.9	41	QAM 256	7
4	195000000	5.6	42	QAM 256	8
5	203000000	5.9	42	QAM 256	9
6	211000000	6.4	42	QAM 256	10
7	219000000	6.5	42	QAM 256	11
8	227000000	6.7	42	QAM 256	12
9	235000000	6.5	42	QAM 256	13
10	243000000	6.2	42	QAM 256	14
11	251000000	5.8	42	QAM 256	15
12	259000000	5.7	42	QAM 256	16
13	267000000	5.9	42	QAM 256	17
14	275000000	6.2	42	QAM 256	18
15	283000000	6.7	42	QAM 256	19
16	291000000	7.1	43	QAM 256	20
17	299000000	7.4	43	QAM 256	21
18	307000000	7.7	43	QAM 256	22
19	315000000	7.9	43	QAM 256	23
20	323000000	8.1	43	QAM 256	24
21	339000000	8.4	43	QAM 256	26
22	347000000	8.2	43	QAM 256	27
23	355000000	8.2	43	QAM 256	28
24	363000000	8.1	43	QAM 256	29
25	371000000	7.9	43	QAM 256	30
26	379000000	7.8	43	QAM 256	31
27	387000000	7.6	43	QAM 256	32
28	395000000	7.4	43	QAM 256	33
29	403000000	7.2	43	QAM 256	34
30	411000000	7.1	43	QAM 256	35
31	419000000	7.2	43	QAM 256	36

Downstream bonded channels

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

1	Locked	43	0	0
2	Locked	41	0	0
3	Locked	41	0	0
4	Locked	42	0	0
5	Locked	42	0	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	42	0	0
9	Locked	42	0	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	0	0
15	Locked	42	0	0
16	Locked	43	0	0
17	Locked	43	0	0
18	Locked	43	0	0
19	Locked	43	0	0
20	Locked	43	0	0
21	Locked	43	0	0
22	Locked	43	0	0
23	Locked	43	0	0
24	Locked	43	0	0
25	Locked	43	0	0
26	Locked	43	0	0
27	Locked	43	0	0
28	Locked	43	0	0
29	Locked	43	0	0
30	Locked	43	0	0
31	Locked	43	0	0

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

1	46200000	48.8	5120	QAM 64	1
2	39400000	48.5	5120	QAM 64	2
3	32600000	48	5120	QAM 64	3
4	25800000	47.8	5120	QAM 64	4

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Just came off the phone once again with the Phone Support and they are oblivious to any issues, so did the old on/off shenanigans once again with them. Lots of on hold. Then they decided there was an issue in the area again. When asked why the Service Status number was not showing any issues they were not sure. 

[jbrennand]

Down powers a little high - but still all well in range - nothing else obviously amiss in those stats

Lets see the network logs and the BQM as soon as.

[Grumbul]

Hi jbrennand, 

Indeed, nothing amiss here and tbh a BQM trace is not going to show anything we don't already know. Something is seriously off with that outbound data, simple. This isn't a bad trace or packet loss issue during heavy traffic, this is a serious hardware issue somewhere off-property and VM don't seem to be acknowledging it or if they are the left hand has no idea what the right hand is doing.

Apologies, I forgot the Network log - an interesting read.....

21-04-2022 16:46:31	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 16:00:33	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 16:00:28	notice	REGISTRATION COMPLETE - Waiting for Operational status
21-04-2022 16:00:26	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 16:00:20	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:59:35	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:59:20	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:59:19	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:59:16	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:59:14	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:59:12	notice	Honoring MDD; IP provisioning mode = IPv4
21-04-2022 15:59:12	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:59:09	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:59:05	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:59:05	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:58:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:58:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:58:55	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2022 15:58:50	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2022 11:56:35	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2022 11:55:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2022 11:55:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2022 11:54:46	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2022 11:54:45	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2022 11:54:30	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2022 11:54:29	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-04-2022 11:52:47	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-04-2022 11:02:09	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
25-03-2022 14:33:54	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-01-2022 09:52:31	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2022 06:31:37	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-12-2021 07:05:46	critical	Resetting the cable modem due to docsDevResetNow

[Grumbul]

Another evening spent with VM and nothing.

No resolution, no idea of what may or may not happen. Essentially a connection that has great download and zero upload.

They had the audacity to tell us that 'technically' the upload was not guaranteed. From 35Mbps yesterday to 0.8Mpbs today.

Clearly not guaranteed even 'close' to advertised.

Every support chat, every person today has spun another tale. Local issue, area issue, your issue, equipment issue, wireless issue, ethernet issue, tuna sandwich issue.

Again, just endless merry-go-round with them.Nothing resolved, no clear answers, no genuine attempt beyond the script.

I don't even know if we have a tech coming on site they were that confused themselves.

[Grumbul]

22/04/2022 - 07.39am
Same issue. Download is great and as expected, upload sub 1Mbps. Essentially unusable.

[Ryan_N]

Hi Grumbul, 

Just picking this one up - I will send you over a private message so I can confirm some details with you. 

Cheers, 

Ryan.