Very Slow Upload Speed

[garrycav]

Hi,

For the past week my download and upload speeds have fluctuated hugely.  My upload during the day is very slow, anywhere between 0.2Mbps and 1.2Mbps.  I'm trying to work from home and the upload is dropping conference calls etc and making it very difficult to work.  This is both on wired and wireless connections, I've complete a hard reset of the router etc.  I used the help messaging and the only response I got (after 24 hours) was to hard reset the router which I'd already done.  No further replies.

I've called VM 4 times, disconnected after 30+ minutes 3 times and finally got through to someone.  They told me I had received a speed upgrade and to complete another hard reset of my router.  I did say that I was dubious that this would resolve the issue but completed nonetheless.  Still the same issues during the day.  It's fine first thing this morning but I know that come 9am it will slow to a crawl again.

Is this a backend capacity issue within VM or a localised issue?  I'm in the Cambridge area.

Thanks

[MikeRobbo]

How are you connecting Wi-Fi or ethernet cable ?

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may not be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK - you can post the link straight away.

Then

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of each tab onto here, if you get a yellow warning click Post again.

A Guru will be along soon to decipher the info.

[garrycav]

Thanks for the quick reply Mike!

When I'm experiencing the slow down (it's still ok this morning so far!) I have tested on both wired and wifi, both the same.

Service status and the phone number both say there are no issues in my area.

I will check the coax cables both inside and out.

Link to my BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4d40062cbb3befc1768eebe2b08aefdba8...

Details from my router:

Information

Cable Modem	EuroDOCSIS 3.0 Compliant
Serial Number	483258WX16B7C
Boot Code Version	PSPU-Boot 1.0.20.1391
Software Version	V2.01.15
Hardware Version	1.03
CA Key	Installed

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	195000000	Locked
Ranged Upstream Channel (Hz)	25800000	Success
Provisioning State	OK	Operational

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	195000000	139000000	147000000	155000000	163000000	171000000	179000000	187000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	8	1	2	3	4	5	6	7
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	10.73	12.32	12.40	12.19	11.85	11.60	11.46	11.18
RxMER (dB)	34.21	34.35	34.63	34.63	34.93	34.93	34.77	34.63
Pre RS Errors

39463	30185	11630	12657	3049	2855	3812	8950
Post RS Errors

1021

338

284

301

310

309

285

281

Upstream  US-1 US-2 US-3 US-4

Channel Type	2.0	2.0	2.0	2.0
Channel ID	4	3	2	1
Frequency (Hz)	25800000	32600000	39400000	46200000
Ranging Status	Success	Success	Success	Success
Modulation	64QAM	64QAM	64QAM	64QAM
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	2	2	2	2
Power Level (dBmV)	43.75	43.25	43.00	43.00
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	1	0	0	0
T4 Timeouts	0	0	0	0

Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)

Modulation Type	16QAM	QPSK	16QAM	64QAM	64QAM	16QAM
Differential Encoding	OFF	OFF	OFF	OFF	OFF	OFF
Preamble Length	56	640	384	104	104	104
Preamble Value Offset	652	0	0	716	716	716
FEC Error Correction (T)	0	5	5	10	16	5
FEC Codeword Information Bytes (K)	16	34	34	81	223	86
Maximum Burst Size	0	0	0	3	255	255
Guard Time Size	8	48	48	8	8	8
Last Codeword Length	Fixed	Fixed	Fixed	Shortened	Shortened	Shortened
Scrambler On/Off	ON	ON	ON	ON	ON	ON

General Configuration

Network Access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	EuroDOCSIS 3.0
Config File

Primary Downstream Service Flow

SFID	1834249
Max Traffic Rate	117000047 bps
Max Traffic Burst	42600 bytes
Min Traffic Rate	0 bps

Primary Upstream Service Flow

SFID	1834248
Max Traffic Rate	10500047 bps
Max Traffic Burst	16320 bytes
Min Traffic Rate	0 bps
Max Concatenated Burst	16320 bytes
Scheduling Type	Best Effort

Thanks again

Network Log

First Time	Last Time	Priority	Error Number	Description
26/03/2020 17:42:09 GMT	26/03/2020 17:42:09 GMT	Error (4)	68010302	DHCP WAN IP -
26/03/2020 17:41:15 GMT	26/03/2020 17:41:15 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
26/03/2020 17:41:06 GMT	26/03/2020 17:41:06 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
26/03/2020 16:54:43 GMT	26/03/2020 16:54:43 GMT	Error (4)	68010302	DHCP WAN IP -
26/03/2020 16:53:42 GMT	26/03/2020 16:53:42 GMT	Critical (3)	82000200	No Ranging Response received - T3 time-out
26/03/2020 16:53:33 GMT	26/03/2020 16:53:33 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
26/03/2020 13:10:07 GMT	26/03/2020 13:10:07 GMT	Error (4)	68010302	DHCP WAN IP -
26/03/2020 13:09:00 GMT	26/03/2020 13:09:00 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Critical (3)	82000200	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
26/03/2020 06:34:49 GMT	26/03/2020 06:34:49 GMT	Warning (5)	66050310	Auth Success - Web login successful.
26/03/2020 06:34:43 GMT	26/03/2020 06:34:43 GMT	Warning (5)	66050310	Auth Success - Web login successful.
25/03/2020 23:31:57 GMT	25/03/2020 23:31:57 GMT	Warning (5)	66050310	Auth Success - Web login successful.
25/03/2020 18:15:17 GMT	25/03/2020 18:15:17 GMT	Warning (5)	66050310	Auth Success - Web login successful.
25/03/2020 18:12:29 GMT	25/03/2020 18:12:29 GMT	Error (4)	68010302	DHCP WAN IP -
25/03/2020 18:11:26 GMT	25/03/2020 18:11:26 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
25/03/2020 18:07:23 GMT	25/03/2020 18:07:23 GMT	Error (4)	68010302	DHCP WAN IP -

!

[MikeRobbo]

I don't understand the data for your Hub but a Guru will be along the check the figures.

Do you have your own Router sat behind the VM Hub and / or is the Hub in modem mode?

[Steven83L]

HI.

From a quick look at the stats from your hub it would appear your downstream signal levels are slightly to high. 

Have you changed any set up in the house recently. Eg removed tv service etc. 

[garrycav]

Thanks for your reply.

No changes have been made, I've been on this configuration for about 10 years. I think the router was upgrade at some point but that must have been 5 years ago.

Mike - it's in router mode currently.

[MikeRobbo]

It is odd that your BQM is totally red, usually this means one of two things.

1. There is no signal at the Virgin side of the Hub - Can you check the Service Status link at the top right of the page.

2. The Hub is not responding to ping signals - can you check that the Hub can respond.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4d40062cbb3befc1768eebe2b08aefdba8...

[Steven83L]

Could possibly be a shift in the network that has made your rd levels to high. Yiu canbuse webchat to book a tech and then can lower the signal without having to come inside. 

[garrycav]

Thanks Mike.

The slow down has now started, 1Mbps upload now at best.

How do I check the hub can respond?

[garrycav]

Thanks Steven.

Silly question but where is the we chat?