Virgin Media Community

[iiNSaNe93]

All I want to do is be able to live stream to twitch. But I'm limited to once or twice per month due to our extremely poor upload speeds. We are on the M350 package and tend to get around 80% of the download speed, but our upload speed ranges from 36MBs (rarely) to as low as 1MBs.

I upgraded to this package to be able to stream comfortable, but I'm rarely able to stream at all as it requires a stable 10MBs for a good quality live stream.

We have had multiple engineers out, multiple new Hubs, multiple sets of cables inside our house. But the problem remains. This has been going on for maybe 9 months now. I have tried to suggest it may be an issue with the network box on our street, but apparently there is no way it can be that as they keep fixing a signal to noise fault every 2 months here.

Any help would be appreciated as it's driving me mad.

Thanks

P.S. Completely resetting the Hub does not fix it for more than maybe an hour or two.

[jbrennand]

Post up all the stats from the Upstream and downstream data pages and the Network Logs from the Hub settings.

Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - 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” to the “share live graph” (as per instructions on the TB website) when you have the first 24h period.

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

[iiNSaNe93]

Downstream bonded channels

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

1	530250000	6.4	40	256 qam	16
2	522250000	6	40	256 qam	15
3	538250000	6.3	40	256 qam	17
4	546250000	6	40	256 qam	18
5	554250000	5.4	40	256 qam	19
6	562250000	5.8	40	256 qam	20
7	570250000	6.3	40	256 qam	21
8	578250000	6	40	256 qam	22
9	586250000	5.9	40	256 qam	23
10	594250000	5.6	40	256 qam	24
11	658250000	5.5	40	256 qam	25
12	666250000	5.8	40	256 qam	26
13	674250000	6.1	40	256 qam	27
14	682250000	6.5	40	256 qam	28
15	690250000	7	40	256 qam	29
16	698250000	7	40	256 qam	30
17	706250000	6.6	40	256 qam	31
18	714250000	6.4	40	256 qam	32
19	722250000	6.9	40	256 qam	33
20	730250000	7.1	40	256 qam	34
21	738250000	7.5	40	256 qam	35
22	746250000	7.4	40	256 qam	36
23	754250000	7.3	40	256 qam	37
24	762250000	6.6	40	256 qam	38

Downstream bonded channels

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

1	Locked	40.9	18	0
2	Locked	40.3	75	0
3	Locked	40.3	29	0
4	Locked	40.3	36	0
5	Locked	40.3	35	0
6	Locked	40.3	40	0
7	Locked	40.3	32	0
8	Locked	40.3	37	0
9	Locked	40.3	47	0
10	Locked	40.3	34	0
11	Locked	40.9	25	0
12	Locked	40.9	39	0
13	Locked	40.3	24	0
14	Locked	40.3	22	0
15	Locked	40.9	66	0
16	Locked	40.9	30	0
17	Locked	40.3	22	0
18	Locked	40.3	55	0
19	Locked	40.3	37	0
20	Locked	40.9	30	0
21	Locked	40.3	30	0
22	Locked	40.3	24	0
23	Locked	40.3	81	0
24	Locked	40.3	50	0

Upstream bonded channels

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

1	46200000	42.8	5120	64 qam	1
2	39400000	43.8	5120	64 qam	2
3	25800000	46.8	5120	32 qam	4
4	32600000	45.3	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	11	0
4	ATDMA	0	0	1	0

[iiNSaNe93]

Network Log

Time Priority Description

19/12/2020 15:04:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 08:50:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 20:40:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 19:09:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 21:53:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 18:20:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/12/2020 17:13:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 20:33:38	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 18:58:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 14:00:21	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 13:59:38	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 13:59:14	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 13:54:31	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 13:54:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 13:54:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 13:53:13	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 13:53:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 13:53:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 13:53:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 13:53:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Upstream channels seem to be struggling (qam dropping & T3 timeouts). Lets see the BQM. Looks as if you will need call VM to take a look at the connection in more detail and maybe get a tech visit to sort.

[iiNSaNe93]

BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/99cc1d2b4e23de1035cafd0d5c2325b49e...

I appreciate the suggestion, Is there anything I could say to prove I need more help? As we have had 3 engineer visits, and all three times they have played about and changed the cables, then reset the router which then makes everything look fine. But that is always short term?

Thanks

[jbrennand]

The BQM is not too bad - there are some packet drops appearing at the top of the trace but no obvious disconnects. The Network logs are not showing much evidence of real problems either.

Before calling it in again, can I just check as I dont think you have said, are the problems evident on devices connected on ethernet cables at the same time as the wifi ones ? If you dont know can you check?
Also how and where at, are you running the speed tests - on what device?

[iiNSaNe93]

So, when I have been testing, it has been in various ways with the same results.
So I have tested with the Hub in router mode with Ethernet only, then Wifi Only, then while both in use. All achieving similar results (much slower download speeds on wifi of course)
I then went out and bought a Nighthawk X6 R8000 which we now use as the Router with the Hub 3 in modem mode.
I have run the same speed tests as before using both Speedtest net & think broadband. Same results, upload speeds very inconsistent but download speeds always 80% and above.
The router also has its own built in speedtest feature which picks up the speed it receives directly from the modem... still shows awful upload speeds majority of the time.
Majority of the tests were done through my desktop PC or a laptop both connected via Cat 6 or Cat 7 ethernet cable (swapped and changed to ensure the cable wasn't faulty)

[iiNSaNe93]

https://www.thinkbroadband.com/_assets/speedtest/button/1608472118202250055-mini.png

 Thats a Speed Test from now

[jbrennand]

OK looks like there may be a problem on the upload channels that VM need to take a look at and fix. All you can tell them that there seems to be a problem with the poor upload speeds and on the upload channels (particularly channel 3) with timeouts and see what they say when they look in more detail.