Upload speed dropped from 110Mb/s to 30Mb/s

[SMiThaYe]

Hi, I have a problem with the upload speed as I was getting a nice constant 110Mb/s on average with HUB 5 since they rolled out double upload speeds - now my speeds are worse than my old 50Mb/s.Over the past 3 days, I've restarted the router and seen no improvement. My package is 1 Gig and have been on this for a number of years now.

I then checked with Virgin's status checker, which says they detected an issue. No clue as to what that may entail, and status checker says if I run the test in another 5 hours with the same issue, they will help arrange to get someone to check it out.

But, I want to make sure the issue is an actual fault not of my own so I avoid any charges as I can't afford that and want to ensure I carry out any tests to rule out something else, or if Virgin staff here on the forum could look at my line or any issues in my area, please? I know it can take them some time to read these messages.

Downloads are good but uploads are a lot slower on router and to my PC:

I last restarted my router yesterday so the build-up of errors will be low. Not sure about the rest:

Downstream bonded channels

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

1	306000000	5.3	39	QAM 256	22
2	138000000	7.1	39	QAM 256	1
3	146000000	6.8	39	QAM 256	2
4	154000000	6.7	39	QAM 256	3
5	162000000	6.3	39	QAM 256	4
6	170000000	6	39	QAM 256	5
7	178000000	5.9	39	QAM 256	6
8	186000000	5.8	39	QAM 256	7
9	194000000	5.9	39	QAM 256	8
10	202000000	5.8	39	QAM 256	9
11	210000000	5.8	39	QAM 256	10
12	218000000	5.6	39	QAM 256	11
13	226000000	5.4	39	QAM 256	12
14	234000000	5.2	39	QAM 256	13
15	242000000	5	39	QAM 256	14
16	250000000	4.9	39	QAM 256	15
17	258000000	5	39	QAM 256	16
18	266000000	5	39	QAM 256	17
19	274000000	4.6	39	QAM 256	18
20	282000000	4.6	39	QAM 256	19
21	290000000	4.9	39	QAM 256	20
22	298000000	5.2	39	QAM 256	21
23	314000000	5.3	39	QAM 256	23
24	322000000	5.4	39	QAM 256	24
25	330000000	5.5	40	QAM 256	25
26	338000000	5.9	39	QAM 256	26
27	346000000	6	40	QAM 256	27
28	354000000	6	40	QAM 256	28
29	362000000	6.1	40	QAM 256	29
30	370000000	6.2	40	QAM 256	30
31	378000000	6.1	40	QAM 256	31

Downstream bonded channels

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

1	Locked	39	1	0
2	Locked	39	4	0
3	Locked	39	0	0
4	Locked	39	2	0
5	Locked	39	0	0
6	Locked	39	1	0
7	Locked	39	0	0
8	Locked	39	1	0
9	Locked	39	0	0
10	Locked	39	0	0
11	Locked	39	0	0
12	Locked	39	0	0
13	Locked	39	1	0
14	Locked	39	0	0
15	Locked	39	0	0
16	Locked	39	0	0
17	Locked	39	0	0
18	Locked	39	0	0
19	Locked	39	1	0
20	Locked	39	0	0
21	Locked	39	1	0
22	Locked	39	0	0
23	Locked	39	0	0
24	Locked	39	1	0
25	Locked	40	0	0
26	Locked	39	0	0
27	Locked	40	0	0
28	Locked	40	0	0
29	Locked	40	0	0
30	Locked	40	0	0
31	Locked	40	0	0

Upstream bonded channels

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

0	49600000	45.3	5120	QAM 64	9
1	43100000	44.8	5120	QAM 64	10
2	36600000	45	5120	QAM 64	11
3	30100000	44.8	5120	QAM 64	12
4	23600000	43.8	5120	QAM 64	13

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

3

Enabled

3.1

ewrkldJKDHSUBsgvca69834ncxv98

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

5411

128000 bps

4000bytes

0 bps

20936

1200000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

5348

128000 bps

4000bytes

0 bps

1522bytes

Best Effort

20933

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort

Network Log

Time Priority Description

26-08-2023 01:25:19	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 01:25:19	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 01:25:16	notice	REGISTRATION COMPLETE - Waiting for Operational status
26-08-2023 01:25:10	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 01:25:10	warning	Dynamic Range Window violation
26-08-2023 01:25:10	warning	Dynamic Range Window violation
26-08-2023 01:25:10	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 01:25:10	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 01:25:10	warning	Dynamic Range Window violation
26-08-2023 01:25:10	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 01:25:10	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 01:25:10	warning	Dynamic Range Window violation
26-08-2023 01:25:10	warning	Dynamic Range Window violation
26-08-2023 01:25:10	warning	Dynamic Range Window violation
26-08-2023 01:25:10	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 01:25:10	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 01:25:05	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;
26-08-2023 01:24:53	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 01:24:51	notice	Honoring MDD; IP provisioning mode = IPv4
26-08-2023 01:24:41	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 01:24:28	critical	Cable Modem Reboot due to power button reset
26-08-2023 00:14:21	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-08-2023 00:14:09	critical	Cable Modem Reboot due to power button reset
13-08-2023 15:56:31	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-08-2023 15:56:19	critical	Cable Modem Reboot due to power button reset
31-07-2023 00:08:26	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
31-07-2023 00:08:14	critical	Cable Modem Reboot due to power button reset
21-07-2023 05:03:08	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-07-2023 05:03:07	critical	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-07-2023 04:06:00	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-07-2023 04:06:00	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-07-2023 04:05:48	critical	Cable Modem Reboot due to power button reset

[legacy1]

How many times a day do you test your speed? How did you know you speed was slow to run a speed test?

can you test speed to a upload site with a big file?

[SMiThaYe]

I am unsure about the questions based on the information I provided, do you have any immediate observations based upon my line stats, ie this one is new to me:

• "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW" - and under downloads you can see it exceeds 7dA, yet it isn't download speed that is the problem.

I will try to answer questions to get to the bottom of this.

I do not constantly test my speed. This is not a habit of mine. I know what download speeds I get from downloading from Steam because it tells you, but here the upload issue was discovered because my weekly Acronis backup was showing slower than normal speeds as noted in OP for now 4 days in a row and you tend to notice that, the time to upload tripled. Same with Amazon photos, I came back from the summer holidays and had a lot of good photos to upload from my PC that I had to leave to run overnight.

How I know the speeds in general is just to open TaskMan (CTRL+SHIFT+ESC) and see my upload max out at 35Mb/s on any of the upload services I have. This includes testing with Speedtest.net and SamKnows. What is odd is that my upload speeds sometimes start out at around 80Mb/s but quickly drops towards 30Mb/s. I'm also using a Cat 7 cable, I had been using Cat 6A on the old HUB 4 without issue so I tested that and speeds didn't change, also tested with Cat 5E and CAT 5.

Then checking with Virgin's status checker that checks your hub. That now says:
"We need to send a technician to fix things Thanks for your patience. As there’s still an issue, we need to send one of our technicians to visit you."

I'm not too keen on booking an appointment until I have some idea what is causing the issue, doesn't help the issue with slow uploads isn't always consistent either. I would like to share upload results that are reliable and consistent and unsure about this, ie sites that directly upload and don't throttle.

[SMiThaYe]

I've added a live BQM link to my signature, and here is a screenshot of the speedtest I've just ran of my upload behaviour starting at 31.1Mb/s before coming down to 10Mbps, averages out at 18.9Mb/s and that seems to match my experience of just using the internet and feeling how long it takes to upload:

[legacy1]

maybe lots of people in your area are uploading?

[Client62]

The upstream channels look fine. Check for a local fault via 0800 561 0061.

[SMiThaYe]

Thanks for that suggestion Client62 and for checking over the line stats.

I phoned that number to check the local status. Said they were aware of an issue in my area affecting my TV, broadband and telephone services. Continues to say they are still working on the issue (today is day 5), and because it is a complex issue, says it will take longer than expected to fix.

From the information I had to find out, there is some issue with my area causing poor services. I wasn't provided with an option to be informed of when they will fix the issue.

I did a check again with the website status page and it has changed. Now states: "Looks like there are issues in your postcode affecting your services. There’s a broadband issue in your area and our technicians are on the case to fix things. Check back here at any time for updates."

[Steven_L]

Hey SMiThaYe,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment. I have looked into this and can see that the area issue that you experienced over the last week has now been resolved. Are you still having issues at the moment?

Kind Regards,

Steven_L

[SMiThaYe]

Hi Steven_L, 

Finally, the problem with my uploads has improved. I will add that I'm far from happy with Virgin regularly going down completely and declining services. CityLink is laying cables in my area and I will be glad to move to a reliable service provider when that service becomes available, as I've been dealing with this inconvenience with Virgin since it was installed in 2018.

I do have some feedback on whatever work was being done: in tests I noted uploads go to just above 100, averaging 101Mb/s uploads on thinkbroadband, samknows, speedtest.net. I often used to see it between 110-112Mb/s. My ping has increased from 16ms to 36ms download / 59ms! upload (via those test sites I mentioned previously). Above 30ms I have lag issues with GeForce NOW and 40ms during gameplay has been unplayable no matter the time of day. This results in a delay between pressing the key and driving in Cyberpunk 2033 of 2-3 seconds.

I'm hoping the ping comes down but it's been 2.5 days since my upload speed was restored, but as I often misplace my faith with Virgin I'm not holding my breath that will rectify itself. I am obviously disgusted by the service I am receiving, and Virgin can't be happy with the service they are providing.

I await your response on this matter.

[Ashleigh_C]

Thank you for updating us @SMiThaYe and I am so sorry to hear that you have been facing issues with Ping though we are glad that the upload is looking better. 

Can I ask how things are looking since your last post, as it has been a further few days?