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Upload speed unacceptable but download speed is fine

We recently joined Virgin Media (in early October) when we moved house and could no longer use our old provider, Hyperoptic. We specifically chose VM due to high speeds available, particularly upload speed. I am a graphic designer dealing with very large files on web servers for a large advertising agency and the inability to share files efficiently is severely affecting my work.

We are on the M200 Fibre Broadband only package. We enjoy consistent download speeds of around 200mbps but our upload speeds are appalling. The best I've ever seen was around 3mbps but we usually hover around 1.53mbps. When the 'average' advertised is 20mbps I cannot understand how it could be this bad without there being an issue.

I have done speed tests on Ethernet and Wifi and the results are the same.

I've logged into get my hub's power levels and the readings are as follows:

Downstream bonded channels

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

13310000009.538256 qam25
22350000009.138256 qam13
3243000000938256 qam14
4251000000938256 qam15
5259000000938256 qam16
6267000000938256 qam17
72750000008.538256 qam18
82830000008.438256 qam19
92910000008.438256 qam20
102990000008.538256 qam21
113070000008.338256 qam22
12315000000938256 qam23
133230000009.538256 qam24
143390000009.638256 qam26
1534700000010.138256 qam27
163550000001038256 qam28
173630000001038256 qam29
1837100000010.138256 qam30
1937900000010.638256 qam31
2038700000010.538256 qam32
2139500000010.438256 qam33
2240300000010.338256 qam34
2341100000010.338256 qam35
244190000001038256 qam36



Downstream bonded channels

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

1Locked38.61953383
2Locked38.9316207
3Locked38.6298134
4Locked38.9374165
5Locked38.6464216
6Locked38.6505425
7Locked38.6559167
8Locked38.6706184
9Locked38.6908337
10Locked38.61270381
11Locked38.91303132
12Locked38.61580204
13Locked38.61644275
14Locked38.62084112
15Locked38.92148291
16Locked38.62721329
17Locked38.92959309
18Locked38.63244140
19Locked38.62971417
20Locked38.93496192
21Locked38.63818166
22Locked38.93822298
23Locked38.63836329
24Locked38.63821248

 

Upstream bonded channels

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

13260000039.8512032 qam5
24620000039.8512032 qam3
33939994739.8512032 qam4
42580003439.5512016 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0030
4ATDMA0060

 

Network Log

Time Priority Description

06/11/2020 09:43:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 03:44:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 03:44:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 03:12:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 03:09:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 02:32:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 02:08:22noticeSW download Successful - Via NMS
06/11/2020 02:06:47noticeSW Download INIT - Via NMS
06/11/2020 01:13:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 00:13:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 00:10:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 23:46:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 23:45:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 11:28:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 11:28:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 11:28:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 11:28:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 11:28:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 11:28:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 11:28:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

We are tearing our hair out with these upload speeds! Please help!

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Alessandro Volta
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Re: Upload speed unacceptable but download speed is fine

Several of your Downstream Power Levels are too high.

All four of your Upstream Channels are at the wrong modulation - they should be at 64 QAM.

This will need an engineer to put right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Upload speed unacceptable but download speed is fine

Thank you! We self-installed as this flat had a VM connection already so that makes sense.

I am probably being thick but I can't find a number to call anywhere, do you know what it is by any chance?
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Alessandro Volta
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Re: Upload speed unacceptable but download speed is fine

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Upload speed unacceptable but download speed is fine

Thank you. 

After two phone calls I can confirm that the call centres are closed due to the lockdown. Looks like we are in for a long wait then.

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Alessandro Volta
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Re: Upload speed unacceptable but download speed is fine

You can either persevere on the phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Upload speed unacceptable but download speed is fine

After trying daily to get on to Virgin Media via their online message function and waiting patiently via two threads posted on here, I still haven't managed to speak to a member of VM staff. 

I couldn't be more disappointed with the customer service at this point, I'm dealing with 1gb photoshop files every day in my work and saving to the server takes hours. I can't even add 1.5mb images to a google doc with ease, if I do too many at once it freezes while it waits for the images to slowly update in the document. This is truly unacceptable, I'm at my wits end! Virgin Media clearly do everything in their power to avoid any contact with their customers. I can't believe we signed up to 18 months of this bullish*t.

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