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BeccaSomething
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Upload speed keeps dropping out

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 19:01:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 19:01:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 19:01:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 16:01:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:18:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 12:10:17Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2022 16:12:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2022 10:24:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 16:20:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 15:06:31noticeDHCP 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 15:06:31ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 12:54:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2022 09:58:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2022 21:32:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 19:17:59Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:50:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:50:54Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:49:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:49:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2022 18:44:41Warning!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

1435000000-636256 qam4
2411000000-6.535256 qam1
3419000000-6.436256 qam2
4427000000-6.436256 qam3
5443000000-6.536256 qam5
6451000000-6.435256 qam6
7459000000-635256 qam7
8467000000-5.936256 qam8
9475000000-6.436256 qam9
10483000000-6.728256 qam10
11491000000-6.730256 qam11
12499000000-6.535256 qam12
13507000000-6.231256 qam13
14515000000-6.431256 qam14
15523000000-6.736256 qam15
16531000000-6.430256 qam16
17539000000-6.535256 qam17
18547000000-6.733256 qam18
19555000000-733256 qam19
20563000000-7.734256 qam20
21571000000-7.237256 qam21
22579000000-737256 qam22
23587000000-6.737256 qam23
24595000000-736256 qam24

 

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BeccaSomething
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Re: Upload speed keeps dropping out

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

13939997947.5512064 qam4
24620000246512064 qam3
35369992247.5512064 qam2
46030000247.5512064 qam1
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Adduxi
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Re: Upload speed keeps dropping out


@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. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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BeccaSomething
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Re: Upload speed keeps dropping out

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. 

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risc19
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Re: Upload speed keeps dropping out


@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.

My Broadband Ping - Gig1 Modem mode
Ayisha_B
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Message 6 of 13
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Re: Upload speed keeps dropping out

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 🙂

Ayisha_B
Forum Team



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BeccaSomething
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Re: Upload speed keeps dropping out

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

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BeccaSomething
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Re: Upload speed keeps dropping out

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.

Capture.PNG

Capture2 (2)_LI.jpg

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BeccaSomething
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Re: Upload speed keeps dropping out

|------------------------------------------------------------------------------------------|
| 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.

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Kath_F
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Re: Upload speed keeps dropping out

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, 

Kath_F
Forum Team




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