Virgin Media Community

[BeccaSomething]

Hi

My upload speed keeps dropping out to less than 1mbps. I phoned VM yesterday, they suggested that it was because we had too many devices connected to the network and sold an upgrade - now 350 down and 36 up.

I am still getting consistent drops out with the upload.

I am connected directly into the HUB via ethernet. Nothing has changed recently.

Here is the HUB info:

Network Log

Time Priority Description

08/02/2022 19:01:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 19:01:15	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 19:01:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 16:01:18	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:18:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:10:17	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2022 16:12:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2022 10:24:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 16:20:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 15:06:31	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 15:06:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 12:54:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 09:58:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2022 21:32:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 19:17:59	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:50:56	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:50:54	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:49:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:49:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:44:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream

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

1	435000000	-6	36	256 qam	4
2	411000000	-6.5	35	256 qam	1
3	419000000	-6.4	36	256 qam	2
4	427000000	-6.4	36	256 qam	3
5	443000000	-6.5	36	256 qam	5
6	451000000	-6.4	35	256 qam	6
7	459000000	-6	35	256 qam	7
8	467000000	-5.9	36	256 qam	8
9	475000000	-6.4	36	256 qam	9
10	483000000	-6.7	28	256 qam	10
11	491000000	-6.7	30	256 qam	11
12	499000000	-6.5	35	256 qam	12
13	507000000	-6.2	31	256 qam	13
14	515000000	-6.4	31	256 qam	14
15	523000000	-6.7	36	256 qam	15
16	531000000	-6.4	30	256 qam	16
17	539000000	-6.5	35	256 qam	17
18	547000000	-6.7	33	256 qam	18
19	555000000	-7	33	256 qam	19
20	563000000	-7.7	34	256 qam	20
21	571000000	-7.2	37	256 qam	21
22	579000000	-7	37	256 qam	22
23	587000000	-6.7	37	256 qam	23
24	595000000	-7	36	256 qam	24

[BeccaSomething]

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

1	39399979	47.5	5120	64 qam	4
2	46200002	46	5120	64 qam	3
3	53699922	47.5	5120	64 qam	2
4	60300002	47.5	5120	64 qam	1

[Adduxi]

---

@BeccaSomething wrote:

Hi

My upload speed keeps dropping out to less than 1mbps. I phoned VM yesterday, they suggested that it was because we had too many devices connected to the network and sold an upgrade - now 350 down and 36 up.   <snip>  

Never, ever upgrade without checking the state of your broadband service.

That being said, your power levels are all wrong.  The Downstream power levels are too low and you have too many Lost MDD Timeout's in the log.

You will need an VM technician to fix these problems.

You can call this in, or wait here a day or two for a VM Mod to pick this up. 

[BeccaSomething]

We had called up, and addressed our issue. Was told that we had too many devices connected to our network, and an upgrade would fix our issue. We were quite apprehensive about this as it didn’t sound right and clearly we were correct. Not the end of the world as an upgrade was needed regardless. 
As I am losing income from this I will get on the phone tonight to get an engineer out asap. Will keep the thread updated. 

[risc19]

---

@BeccaSomething wrote:

We had called up, and addressed our issue. Was told that we had too many devices connected to our network, and an upgrade would fix our issue. We were quite apprehensive about this as it didn’t sound right and clearly we were correct. Not the end of the world as an upgrade was needed regardless. 
As I am losing income from this I will get on the phone tonight to get an engineer out asap. Will keep the thread updated. 

---

They lied to you.

How do you know you need a speed upgrade if your original plan was not working correctly in the first place?

I have heard of them doing that exact same thing before, you are not the first or the last.

Your power levels are out of spec, that is at least one of the reasons it's not working correctly. 

You could up grade to 1gig if you want to but it wont help fix the problem.

[Ayisha_B]

Hi @BeccaSomething,

Welcome to our Community Forums and thanks for posting.

I am sorry to hear you've been having some issues with your service.

I've taken a look at our systems and can see the downstream signal levels are out of spec. This isn't something that can be fixed remotely so I will need to arrange for a technician to come out and adjust these.

Will pop you a PM now so we can get a visit arranged.

Hope to hear from you soon 🙂

[BeccaSomething]

Have sent a message back. Very much looking forward to getting this resolved! 

[BeccaSomething]

Engineer came out. Fixed the downstream issues, yet I am still getting 0 upload results. These tests were taken minutes apart from each other. Please, can someone just give me some sort of resolution.

[BeccaSomething]

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.53.39.149 - 1 | 7217 | 7194 | 0 | 18 | 962 | 14 |
| 10.53.39.149 - 1 | 7194 | 7165 | 4 | 18 | 966 | 16 |
|winn-core-2a-xe-032-0.network.virginmedia.net - 1 | 7206 | 7180 | 0 | 19 | 747 | 15 |
| No response from host - 100 | 1475 | 0 | 0 | 0 | 0 | 0 |
|eislou2-ic-4-ae0-0.network.virginmedia.net - 1 | 7239 | 7222 | 6 | 21 | 778 | 13 |
| 142.250.160.116 - 1 | 7213 | 7189 | 7 | 19 | 874 | 12 |
| 216.239.41.193 - 1 | 7095 | 7039 | 8 | 22 | 795 | 14 |
| 209.85.241.95 - 1 | 7214 | 7190 | 7 | 22 | 560 | 11 |
| dns.google - 1 | 7201 | 7174 | 5 | 18 | 829 | 10 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider


I have a friend who knows what this means, he has said it suggests it is the connection coming to my home which is comprimised.

[Kath_F]

Hi BeccaSomething, 

Thanks for coming back to us on this one. 

I'm sorry to hear that the upstream speed keeps dropping. Do you find this happening on all devices at the same time or is it random devices at random times. 

Looking at our systems, the upstream is locking on to the relevant channels and the power, signal and input levels are optimal. There is no fault on the line affecting the upstream either. 

When the speed drops, what do the lights do on the Hub? 

Pop back and let us know. 

Thanks,