Upload speed lower than expected on M350 (GU14 area)

[jeyoung]

Hello.

Since Sunday I have been experiencing very low upload speed, the worst being at around 0.01 Mbps according to speedtest.net.

0800 does not report any maintenance work anymore, but still the upload speed is much lower than expected.

Here is the latest speed test.

Here's my BQM chart.

And here are the readings from my Superhub 3.

Downstream bonded channels

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

1	419000000	5.1	38	256 qam	36
2	235000000	5.5	38	256 qam	13
3	243000000	5.8	38	256 qam	14
4	251000000	5.5	38	256 qam	15
5	259000000	5.3	38	256 qam	16
6	267000000	5.6	38	256 qam	17
7	275000000	5.3	38	256 qam	18
8	283000000	5.5	38	256 qam	19
9	291000000	5.5	38	256 qam	20
10	299000000	5.4	38	256 qam	21
11	307000000	5.6	38	256 qam	22
12	315000000	5.5	38	256 qam	23
13	323000000	6	38	256 qam	24
14	331000000	5.5	38	256 qam	25
15	339000000	5.5	38	256 qam	26
16	347000000	5.9	38	256 qam	27
17	355000000	5.1	38	256 qam	28
18	363000000	5.3	38	256 qam	29
19	371000000	5.1	38	256 qam	30
20	379000000	5.5	38	256 qam	31
21	387000000	5.1	38	256 qam	32
22	395000000	4.8	38	256 qam	33
23	403000000	5.8	38	256 qam	34
24	411000000	5.3	38	256 qam	35

Downstream bonded channels

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

1	Locked	38.6	0	0
2	Locked	38.6	0	0
3	Locked	38.6	6	0
4	Locked	38.6	6	0
5	Locked	38.6	0	0
6	Locked	38.6	0	0
7	Locked	38.6	0	0
8	Locked	38.6	5	0
9	Locked	38.9	4	0
10	Locked	38.6	0	0
11	Locked	38.6	0	0
12	Locked	38.6	0	0
13	Locked	38.6	0	0
14	Locked	38.9	0	0
15	Locked	38.9	0	0
16	Locked	38.9	0	0
17	Locked	38.9	0	0
18	Locked	38.9	5	0
19	Locked	38.9	0	0
20	Locked	38.9	5	0
21	Locked	38.9	5	0
22	Locked	38.6	0	0
23	Locked	38.9	0	0
24	Locked	38.6	0	0

Upstream bonded channels

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

1	39400000	39.5	5120	16 qam	4
2	46200000	40	5120	16 qam	3
3	53700000	39.8	5120	64 qam	2
4	32600312	39.5	5120	16 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

I'd very much appreciate if someone could shed some light on what's happening.

Cheers.

[jeyoung]

I am seeing the exact same problem in GU14.

When I do a Service Status check on my account, it returns as OK. But when I do the same on the postcode, it reports a fault in the area.

I called Customer Support about this, and they quote an expected resolution on 14/12/2021. They emphasise that many people in the area have reported this problem and that they are working on it. When pressed, they confirmed that there was some work being done in the area. Whether this is related to the 1 Gbps roll-out, I don't know.

Symptoms are exactly the same as yours: normal download speed, but upload is below 1 Mbps. Sometimes the upload goes back to normal but most of the day it exhibits the problem. This has been happening since Sunday evening.

[jeyoung]

This is getting ridiculous. The upload speed won't even register when doing a speed test. It's 0.0 Mbps on all speed tests.

[Alex_RM · Accepted solution]

Hi jeyoung,

Thanks for posting and welcome to our community 🙂

I've been able to locate your account using your forum information and can see you're currently affected by an area SNR issue. 

the current fix date for this is 14th December 9am, if you're still experiencing connection problems after this date please let me know.

Alex_Rm

[jeyoung]

Hello.

It looks like good service is restored in my area, even if just a little later than the expected resolution time of 14/12/2021 9.00 a.m.

Actually, yesterday at 6.00 p.m.I received a text message stating that the problem was resolved, but it wasn't. I reported it (by replying to the text message with 'HELP') again this morning, and a new ETR of 14/12/2021 12.15 p.m. was given. I now just received a text message stating that "we've now checked things our end and everything should be working".

I'm curious about how these text messages go out, but they are comforting because they give me the impression that there is an actual human following up on the case (F009517571).

These are the speeds that I am getting and that I expect from Virgin Media as per the broadband speeds page.

The packet loss seems to have gone down too (if you ignore the spikes caused by my recent speed tests at around 12.00 p.m. mark) according to the BQM chart below.

The power readings on my hub upstream stats page are also better (they were between 39 and 41 when the problem was manifesting), but the modulation readings are still not all at 64 qam. How does one correlate these figures altogether?

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	45.8	5120	64 qam	1
2	39399936	44.5	5120	16 qam	4
3	46200000	45.3	5120	16 qam	3
4	53700000	45	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

All in all, I am pleased that this is fixed for now and I can get a decent connection again for remote work. I just wish that we could get access to the very helpful local CS people like the person I spoke to this morning instead of the offshore people reciting scripts. I also wish Virgin Media was more transparent about area faults -- I think 'Check your service status' gives contradictory information most of the time.

Kudos to the person in CS who took my call this morning.