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Upload speed 5% of advertised (0.5mb instead of 10mb on M100 plan)

Hi, I recently signed up for the M100 plan as I was moving into a new flat and pleased to be in a building that gets Virgin Media.

However, my girlfriend and I are experiencing excruciatingly slow upload speeds of 0.5mb on average during the daytime (not sure what they are in the evening) which is damaging our ability to work from home as we can't video conference properly (separately - let alone concurrently). Download speeds are approx. 30-40mb on average (so 40% of expected) which I also understand is below what we should be expecting

I've phoned in a few times but always seem to end up at a point where i'm told that my equipment has to be restarted - which I've done - and doesn't seem to have made any difference. 

Getting this sorted is pretty important (we'll find it very difficult to continue in our jobs if we don't) so I'm now wondering if the reality is that I need to shell out for a more expensive plan - or will that even make a difference if this is probably being caused by throttling from everyone working from home?

Alternatively, if the answer is that I need to move to check a different provider - how would I go about that given I am tied into a contract - but the contract speeds are not being honoured?

Any input would be fantastic - conscious it is a bit of a long shot throwing the question up here!

David

 

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Re: Upload speed 5% of advertised (0.5mb instead of 10mb on M100 plan)


@David199222 wrote:

Hi, I recently signed up for the M100 plan as I was moving into a new flat and pleased to be in a building that gets Virgin Media.

However, my girlfriend and I are experiencing excruciatingly slow upload speeds of 0.5mb on average during the daytime (not sure what they are in the evening) which is damaging our ability to work from home as we can't video conference properly (separately - let alone concurrently). Download speeds are approx. 30-40mb on average (so 40% of expected) which I also understand is below what we should be expecting

I've phoned in a few times but always seem to end up at a point where i'm told that my equipment has to be restarted - which I've done - and doesn't seem to have made any difference. 

Getting this sorted is pretty important (we'll find it very difficult to continue in our jobs if we don't) so I'm now wondering if the reality is that I need to shell out for a more expensive plan - or will that even make a difference if this is probably being caused by throttling from everyone working from home?

Alternatively, if the answer is that I need to move to check a different provider - how would I go about that given I am tied into a contract - but the contract speeds are not being honoured?

Any input would be fantastic - conscious it is a bit of a long shot throwing the question up here!

David

 


Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

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Re: Upload speed 5% of advertised (0.5mb instead of 10mb on M100 plan)

Hi Carl, please see below - thanks!

Downstream bonded channels

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

123500000010.138256 qam13
213900000012.838256 qam1
314700000012.538256 qam2
41550000001238256 qam3
51630000001238256 qam4
617100000011.838256 qam5
717900000011.438256 qam6
81870000001138256 qam7
919500000010.938256 qam8
1020300000010.838256 qam9
1121100000010.838256 qam10
1221900000010.638256 qam11
1322700000010.338256 qam12
1424300000010.338256 qam14
1525100000010.538256 qam15
1625900000010.538256 qam16
1726700000010.538256 qam17
1827500000010.138256 qam18
1928300000010.138256 qam19
2029100000010.538256 qam20
2129900000011.338256 qam21
2230700000011.138256 qam22
2331500000011.138256 qam23
2432300000011.338256 qam24



Downstream bonded channels

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

1Locked38.970
2Locked38.6519
3Locked38.950
4Locked38.950
5Locked38.6190
6Locked38.9210
7Locked38.960
8Locked38.960
9Locked38.950
10Locked38.950
11Locked38.660
12Locked38.670
13Locked38.650
14Locked38.980
15Locked38.930
16Locked38.960
17Locked38.990
18Locked38.690
19Locked38.6130
20Locked38.9130
21Locked38.6130
22Locked38.6170
23Locked38.9190
24Locked38.9200
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Re: Upload speed 5% of advertised (0.5mb instead of 10mb on M100 plan)

Upstream bonded channels

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

12580000037.8512032 qam6
24620000038.8512064 qam3
33940000038.5512032 qam4
43260000038512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Upload speed 5% of advertised (0.5mb instead of 10mb on M100 plan)

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm



Primary Downstream Service Flow

SFID837816
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID837815
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Re: Upload speed 5% of advertised (0.5mb instead of 10mb on M100 plan)

Network Log

Time Priority Description

19/11/2020 16:01:46noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 22:31:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 10:48:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 10:23:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 03:18:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 18:52:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 01:15:43noticeSW download Successful - Via NMS
09/11/2020 01:13:58noticeSW Download INIT - Via NMS
08/11/2020 05:19:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:34:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:24:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:24:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:24:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:24:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Upload speed 5% of advertised (0.5mb instead of 10mb on M100 plan)


@David199222 wrote:

Hi Carl, please see below - thanks!

Downstream bonded channels

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

123500000010.138256 qam13
213900000012.838256 qam1
314700000012.538256 qam2
41550000001238256 qam3
51630000001238256 qam4
617100000011.838256 qam5
717900000011.438256 qam6
81870000001138256 qam7
919500000010.938256 qam8
1020300000010.838256 qam9
1121100000010.838256 qam10
1221900000010.638256 qam11
1322700000010.338256 qam12
1424300000010.338256 qam14
1525100000010.538256 qam15
1625900000010.538256 qam16
1726700000010.538256 qam17
1827500000010.138256 qam18
1928300000010.138256 qam19
2029100000010.538256 qam20
2129900000011.338256 qam21
2230700000011.138256 qam22
2331500000011.138256 qam23
2432300000011.338256 qam24



Downstream bonded channels

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

1Locked38.970
2Locked38.6519
3Locked38.950
4Locked38.950
5Locked38.6190
6Locked38.9210
7Locked38.960
8Locked38.960
9Locked38.950
10Locked38.950
11Locked38.660
12Locked38.670
13Locked38.650
14Locked38.980
15Locked38.930
16Locked38.960
17Locked38.990
18Locked38.690
19Locked38.6130
20Locked38.9130
21Locked38.6130
22Locked38.6170
23Locked38.9190
24Locked38.9200

Your downstream power levels, highlighted, are out of spec on all of your channels (-6 to +10 is inspec, 0dB is considered optimal).

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Re: Upload speed 5% of advertised (0.5mb instead of 10mb on M100 plan)


@David199222 wrote:

Upstream bonded channels

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

12580000037.8512032 qam6
24620000038.8512064 qam3
33940000038.5512032 qam4
43260000038512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

Two of your four upstream channels are out of spec on the QAM, highlighted.

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Re: Upload speed 5% of advertised (0.5mb instead of 10mb on M100 plan)

Both the above issues require an engineer to correct.

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Re: Upload speed 5% of advertised (0.5mb instead of 10mb on M100 plan)

Thank you Carl - appreciated. I'll get one organised!

 

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