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Upload speed dropped for last month

Hi, I've been a VM customer on the M100 fibre plan for the last 2+ years and have had solid 110 down / 10 up at each of the apartments I've lived in throughout this period. 
For at least the last 5 weeks my upload speeds dropped to between 1 to 1.5 mbps and sometimes much lower, often kicking me off Zoom video conference meetings. I have tried everything from rebooting router, resetting router, ethernet wired vs. WiFi devices, using the Virgin Connect app to detect blackspots in the home etc., nothing changes my upload speeds. 

Yesterday I managed to find the Live Chat on the Virgin help website amongst the plethora of help pages with 404 links. The support agent would not address the issue of my upload speed having dropped to < 15% of its original speed, but would only suggest upgrading to the M350 plan to solve the problem. Desperate to get my partner and I able to work from home again, I agreed to the costly upgrade. Today our upload speed has jumped to 10mbps on the new plan (nevermind the fact that it should be able to get 30+ right?) 

My question is - if this 10mbps is possible on the M350 plan then it means my router and equipment are capable of it, and it's only Virgin recently limiting the speed that prevents me getting what I used to have and what I had been paying for. My M100 plan was supposed to have 10mbps upload so why couldn't this be supplied without upgrading to M350?

I'd really appreciate an answer, hopefully during this 14 day change-of-mind period so that I might hopefully be able to get back on to the (half the price!) M100 plan with the advertised speeds.

Edit: I suppose I should add that my modem router is the super hub 3 and that my reduced upload speed wasn't fluctuating with peak times - it was consistently low morning, noon or night as if a hard threshold had been applied at just 15% of the existing rate. 

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Re: Upload speed dropped for last month

Hi,

Have you tried performing a 50 Second reset? There is a little hole in the back of the Hub labelled reset, Holding this button for 50 seconds can sometimes help the problem.

Regards,
Phil

Here to help! I'm a technician helping out whilst working from home. Find out more


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Re: Upload speed dropped for last month

Hi Phil_C1,

Thanks for the quick response. I have done that reset. Well, I held it for at least a minute and the router was fully reset afterwards and required me to set the router name, password, re-connect all of my devices manually etcetera. Do you think it's worth me trying it again and using a stopwatch to make sure it is exactly 50 seconds? Is there any way to tell whether it DID do a '50 Second reset' as opposed to a sub-50 Second reset?

Thanks

 

 

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Re: Upload speed dropped for last month

If you have done this after a few seconds all lights should flash red white and green (not in that order) and the hub will be offline for around 10 mins. its worth trying going into your hubs settings (192.168.0.01 in the url bar) then navigating to Advanced Settings>wireless>Wireless Signal Then disabling channel optimisation under the smart wifi section then on the same page changing channel width under 2.4GHz to 20/40 and under the 5GHz to 20/40/80 and run the speedtest again. Also note that some devices may not be capable of certain speeds so trying using newer devices or better yet try it hardwired.

Here to help! I'm a technician helping out whilst working from home. Find out more


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Re: Upload speed dropped for last month

I will try the full reset again tonight then I suppose, after work. As I said in my initial post, I've tried via ethernet cable and the situation is no better or worse than over WiFi. My devices are definitely capable of the speeds - I've used them on other gigabit connections and had much higher speeds.

https://www.speedtest.net/result/9425973914 This is a speedtest result from my hardwired ethernet-cable connected modern desktop PC. 

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Re: Upload speed dropped for last month

Hi Phil_C1,

Thanks for your help so far. I managed to do the proper reset this morning (I think? The lights flashed like you described but only after I released the reset button) and after setting up my devices again I got 350 down/35 up. However, an hour later the upload speed had dropped to 10mbps and now is sitting around 5mbps on all of my devices. 

This is irrelevant of WiFi or ethernet connection. 

I'd be very keen to find out more from you about how I can fix this. 

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Re: Upload speed dropped for last month

Please do a wired speedtest and link the result back here 


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Message 8 of 20
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Re: Upload speed dropped for last month

Hi,

This was done just now on my wired desktop PC. I'm fairly certain that the cable is CAT6. 
https://www.speedtest.net/result/9438462384

Cheers

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Message 9 of 20
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Re: Upload speed dropped for last month

Go to 192.168.0.1 in a browser.

Don't login - click router status.

Copy/paste back the network, upstream and downstream logs 


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Re: Upload speed dropped for last month

Network:

Time Priority Description

14/05/2020 07:44:57noticeLAN login Success;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
11/05/2020 23:42:16criticalNo Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
11/05/2020 14:43:39noticeLAN login Success;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
11/05/2020 14:15:56criticalNo Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
11/05/2020 13:40:40noticeLAN login Success;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
11/05/2020 13:40:11Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:17criticalNo Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
11/05/2020 12:21:31noticeLAN login Success;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
11/05/2020 12:20:24Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
08/05/2020 06:59:30criticalNo Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
07/05/2020 12:22:50ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
06/05/2020 12:22:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
03/05/2020 05:43:51criticalNo Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 20:19:54ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 19:30:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 19:22:52criticalNo Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 07:03:3ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=REDACTED:7b;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
02/05/2020 06:38:34criticalNo Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
01/05/2020 17:46:16ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 20:15:23criticalNo Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

 

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