Upload less than 1mb and Download cut in half

[nennolello]

Hi All,

I am kind of desperate because no matter how many time I call VM and no matter what I do I cannot resolve this issue. Until last year my M100 was perfect with speed test reporting 114Mb download and +/-9Mb upload.

Due to Cancer treatments I was forced to stay abroad and since I am back I found my connection is awful ( Broadband and Computer were always on while I was away ).

I am now getting 40/45Mb download on average and between 0.5 to 3Mb in upload. It gets worst during working hours and the upload speed rarely recover significantly. I called the customer service and so far this is what I have been told ( and didn't solve my issue 😞

- They sent the signal to the router -> didn't do anything other than noticing that downstream is better when the hub is in router mode but it seems to be a common problem recently to many other users

- Better to keep the Hub in Router mode -> I always had my hub in modem mode since I know what I am doing and I prefer to have my business grade equipment to handle my home network and my wifi.

- They cannot get the statistics of your line -> Surely this means something is not right ?

 They seems to do not find anything wrong with my router ( at least this is what customer service keep telling me ) and the only thing they have done is to put me under monitoring for 30days.
The only problem with the above is that by reading the email I received if they don't find anything ( remotely ) this is the only OFFER I get: "If we can’t fix it within 30 days, we’ll let you know by email and you’ll be eligible to end your agreement immediately with no early disconnection fees to pay."

I just want to have a decent connection and I am happy to provide any further details to whoever can help me out. 

Thank you so much guys

[nennolello]

Carley_S Do you think the monitor I adde might help you out?

-Thanks

[Ayisha_B]

Hi @nennolello, 

I've checked the systems again and an ongoing connectivity issue has now been identified, therefore a technician is required.

I will pop you a PM so we can confirm some further details and get a visit booked for you. 

Speak soon!

[nennolello]

Thanks @Ayisha_B

I sent you my details via PM..

now I am back to 0.4Mb upload 😞

[Ayisha_B]

Thanks for confirming the requested details via PM @nennolello
I've booked a technician for you to come out and have a look into the issue with your connection. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!

[nennolello]

Hi @Ayisha_B,
Virgin Media just changed the "My Virgin Media" section and I don't know where to look for the appointment.
The link you pasted goes to the below page and then to the new homepage.

Don't want to miss the appointment so any help would be appreciated.

[Nathan_B]

Hi there @nennolello, sorry that you have not been able to view when this visit is due to take place. 

Has this worked for you since posting the image?

Regards

Nathan

[nennolello]

Hi @Ayisha_B, Nathan_B,

Unfortunately now things are even worst!

The technician came and after verifying he told me that my line was good and all the value were well within range.

He replaced the VM cable with the embedded attenuator that it is usually provided with the start kit telling me that the main VM plug act already as attenuator so it was like having two and things hopefully should have improved. 

He got surprised I had my hub3 for 6 years and pointed out it might be the next thing we could try to replace as he didn't find anything wrong with my line. To make sure the issue wasn't caused by me, prior his visit I removed any third party equipment, kept the Hub and cable separated from anything else to make sure there were no interference.

You can see after a bit more than a day how my line is doing:

• Regular spikes as before
• Connection hanging or freezing
• Now I am gifted with packet loss which I didn't have before!!
• Upload going up and down to 1Mbit like before

If anyone can help me out in trying to get my Hub swapped with another Hub3 just to exclude also that from the list it would be much appreciated because I am now and the end of my rope, Thanks

Following live monitoring.

[nennolello]

Anyone able to look at my previous post and help me out pretty please??
Following my up to date data coming from the hub:

1- Network Log

Time	Priority	Description
13/02/2022 12:39:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2022 09:10:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2022 08:10:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2022 07:20:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2022 05:20:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2022 01:50:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 21:13:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 20:19:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 20:08:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 19:59:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 19:49:9	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 19:43:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 18:35:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 18:34:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 18:10:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 17:11:28	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 15:52:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 15:20:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 13:52:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 13:44:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2- Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	45.5	5120	64 qam	2
2	46200000	46.3	5120	64 qam	1
3	32600000	45	5120	64 qam	3
4	25800064	44.5	5120	64 qam	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

[nennolello]

3- Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	138750000	-0.2	38	256 qam	1
2	146750000	-0.2	38	256 qam	2
3	154750000	-0.2	38	256 qam	3
4	162750000	0	38	256 qam	4
5	170750000	0	38	256 qam	5
6	178750000	0	40	256 qam	6
7	186750000	0.2	38	256 qam	7
8	194750000	0.2	39	256 qam	8
9	202750000	0	38	256 qam	9
10	210750000	-0.2	38	256 qam	10
11	218750000	-0.5	38	256 qam	11
12	226750000	-1	38	256 qam	12
13	234750000	-1.4	38	256 qam	13
14	242750000	-2.2	38	256 qam	14
15	250750000	-2.2	38	256 qam	15
16	258750000	-2	38	256 qam	16
17	266750000	-1.7	38	256 qam	17
18	274750000	-1.5	38	256 qam	18
19	282750000	-1.7	38	256 qam	19
20	290750000	-1.5	38	256 qam	20
21	298750000	-1.5	38	256 qam	21
22	306750000	-1.2	38	256 qam	22
23	314750000	-1.4	38	256 qam	23
24	322750000	-1	38	256 qam	24

[Travis_M]

Hi @nennolello

Thanks for posting on our community forum!

I'm going to drop you a private message to check on a few more things, please keep an eye on your inbox.

Regards