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Moshka
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Upload speeds are as low as 0.00mbps

I've had a real frustrating time with my internet this past week. I'm unable to do video calls, send images, stream or play online games without constant disconnects or errors thanks to the pitiful upload speed that never goes above 1mbps. My download speed, though it varies wildly during times of the day, remains at ~100mbps for the most part but after 2 years of being completely fine, the upload speed has drastically dropped.

I've followed every process on virgin's site and can't even contact them properly without being signed out when reaching their "Contact Us" page. I'm running out of things to try at this point.

Having checked my router status, all my Upstream channels are set at a modulation of 16qam. I'm unsure what that means but I'm pretty sure the standard is 64qam. My network log is also full of critical errors titled "No Ranging Response received - T3 time-out" and warnings about an "RCS Partial Service". Do these have something to do with my low speeds? Any help would be appreciated.

EDIT: My upstream figures just in case someone asks:

Upstream bonded channels

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

1393991035.2512016 qam6
2325999895.2512016 qam7
3258000955.2512016 qam8
4462001885.2512016 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jbrennand
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Re: Upload speeds are as low as 0.00mbps

Yes you need VM help to get that upload sorted. Try calling it in or wait here a few days for a VM person to pick it up.

In the meantime try this...

---------------
First do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any splitters/attenuators/etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a Hub “pinhole reset” - disconnect any ethernet cables and with the Hub "switched on" throughout, press pin in firmly with paper clip/SIM tray tool and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise (make sure the 2 passwords on the Hub sticker are still there and legible first !).

After its done post up the Hub data again but post up the downstream data and the Network logs too.

Also, in the meantime, if you haven’t already, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Moshka
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Re: Upload speeds are as low as 0.00mbps

I've already stated that I've tried everything listed on the Virgin site. That includes checking the wiring and pinhole resets. 

It looks like my download speed is being heavily affected too considering it took me 10 minutes just to be able to log on here and reply. All on an ethernet connection to boot.

Here's everything else: 

Downstream bonded channels

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

13227500001.237256 qam24
21867500001.938256 qam7
31947500001.738256 qam8
42027500001.438256 qam9
52107500001.538256 qam10
62187500001.538256 qam11
72267500001.538256 qam12
82347500001.238256 qam13
9242750000138256 qam14
10250750000138256 qam15
11258750000138256 qam16
12266750000138256 qam17
13274750000138256 qam18
142827500001.238256 qam19
15290750000138256 qam20
162987500001.237256 qam21
17306750000138256 qam22
183147500001.237256 qam23
194027500001.537256 qam25
204107500001.538256 qam26
214187500001.537256 qam27
224267500001.737256 qam28
234347500001.537256 qam29
244427500001.537256 qam30



Downstream bonded channels

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

1Locked37.31690512778
2Locked38.97158031578230
3Locked38.9837586109992
4Locked38.63187351540732
5Locked38.61779631558921
6Locked38.9108794135164
7Locked38.93078761378332
8Locked38.614511831911
9Locked38.611685001520
10Locked38.62805342202
11Locked38.6669661151
12Locked38.64560071427
13Locked38.65532724020
14Locked38.9397142174
15Locked38.6198361746
16Locked37.3212002839
17Locked38.6197707276
18Locked38.61363412544
19Locked38.697581767
20Locked38.6103261634
21Locked37.6112052587
22Locked37.698541368
23Locked37.687691216
24Locked37.3103421243

Network Log

Time Priority Description

09/08/2020 17:35:8criticalNo Ranging Response received - T3 time-out;
09/08/2020 17:34:28Warning!RCS Partial Service
09/08/2020 17:30:24criticalNo Ranging Response received - T3 time-out;
09/08/2020 17:29:12Warning!RCS Partial Service
09/08/2020 17:29:12criticalNo Ranging Response received - T3 time-out;
09/08/2020 17:29:7Warning!RCS Partial Service
09/08/2020 17:29:6Warning!Lost MDD Timeout;
09/08/2020 17:28:56Warning!RCS Partial Service
09/08/2020 17:28:56criticalNo Ranging Response received - T3 time-out;
09/08/2020 17:28:55Warning!RCS Partial Service
09/08/2020 17:28:55criticalNo Ranging Response received - T3 time-out;
09/08/2020 17:28:53Warning!RCS Partial Service;
09/08/2020 17:28:53criticalNo Ranging Response received - T3 time-out;
09/08/2020 17:28:52Warning!RCS Partial Service
09/08/2020 17:28:51criticalNo Ranging Response received - T3 time-out;
09/08/2020 17:28:51Warning!RCS Partial Service
09/08/2020 17:28:50criticalNo Ranging Response received - T3 time-out;
09/08/2020 17:28:48Warning!RCS Partial Service;
09/08/2020 17:28:46criticalNo Ranging Response received - T3 time-out;
09/08/2020 17:28:44Warning!RCS Partial Service
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Anonymous
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Message 4 of 8
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Re: Upload speeds are as low as 0.00mbps

Upstream can affect Downstream.

You require an engineer visit as stated above.

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Moshka
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Re: Upload speeds are as low as 0.00mbps

Been trying to get through to their call centre multiple times and I just get told by a machine that their call centres are mainly closed thanks to Corona and then hung up on after being given a link I've already used. Can't access their contact us page without being signed out too. I have no idea how to book an engineer visit at this point.

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Anonymous
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Re: Upload speeds are as low as 0.00mbps

Wait for a VM staff member on here to contact you or text VM on 07533 051 809.

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jbrennand
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Re: Upload speeds are as low as 0.00mbps


@Moshka wrote:

I've already stated that I've tried everything listed on the Virgin site. That includes checking the wiring and pinhole resets. 


Worth pointing out that the VM website gives a procedure for the reset that often doesnt work for a Hub3 - the way I suggested is different.

Calling in at 08.00 gives the best chance of getting through.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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John_GS
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Message 8 of 8
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Re: Upload speeds are as low as 0.00mbps

Hi Moshka

 

Thanks for posting and apologies for the broadband issues. 

 

I can see from checking the system, that since posting you've called and spoke to the team who've booked an engineer visit.

 

let me know how the visit goes.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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