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

[garrycav]

Thanks for your reply Scott.  I wasn't aware the IP address was in that data, apologies.  I've tried to edit it but can't

Is this the data you need from the new hub:

Downstream bonded channels

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

1	323000000	13.3	35	256 qam	24
2	139000000	12.8	34	256 qam	1
3	147000000	12.8	34	256 qam	2
4	155000000	12.8	35	256 qam	3
5	163000000	12.8	34	256 qam	4
6	171000000	12.5	35	256 qam	5
7	179000000	12.4	34	256 qam	6
8	187000000	12	34	256 qam	7
9	195000000	11.5	34	256 qam	8
10	203000000	11	34	256 qam	9
11	211000000	10.3	34	256 qam	10
12	219000000	10	34	256 qam	11
13	227000000	9.6	33	256 qam	12
14	235000000	9	33	256 qam	13
15	243000000	8	33	256 qam	14
16	251000000	6.9	32	256 qam	15
17	259000000	8.1	33	256 qam	16
18	267000000	10.3	33	256 qam	17
19	275000000	11	34	256 qam	18
20	283000000	11.3	35	256 qam	19
21	291000000	11.5	34	256 qam	20
22	299000000	12.1	34	256 qam	21
23	307000000	12.5	35	256 qam	22
24	315000000	13	35	256 qam	23

Downstream bonded channels

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

1	Locked	35.5	1128	0
2	Locked	34.4	2270	3
3	Locked	34.9	1255	0
4	Locked	35	452	0
5	Locked	34.9	441	0
6	Locked	35	384	0
7	Locked	34.9	528	0
8	Locked	34.9	983	0
9	Locked	34.9	1749	0
10	Locked	34.4	3695	0
11	Locked	34.4	7772	0
12	Locked	34.3	8789	0
13	Locked	33.8	33290	0
14	Locked	33.4	53425	0
15	Locked	33.4	104863	0
16	Locked	32.9	256728	0
17	Locked	33	160697	0
18	Locked	33.8	11199	0
19	Locked	34.3	3443	0
20	Locked	35	1769	0
21	Locked	34.9	1527	0
22	Locked	34.9	1564	0
23	Locked	35	935	0
24	Locked	35.5	843	0

Upstream bonded channels

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

1	46200000	4.25	5120	64 qam	1
2	25800199	4.325	5120	64 qam	4
3	32600000	4.275	5120	64 qam	3
4	39400000	4.25	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	0	0
4	ATDMA	0	0	0	0

[SCA1972]

No worries, it is a common mistake.  You only get a window of about 30 minutes after posting to edit posts, so as I said I have flagged it with the mods and hopefully they will edit it.

With the new hub you have more downstream channels than before and a few are below the recommended max of 10 dBmV, but most are above it.  This will probably need a technician to visit and adjust the power levels.  As the call centre staff have ignored or missed the discrepancy with the power levels, lets see if the forum staff can help.  With the current crisis it may still take a day or two for them to get to this thread.

@ModTeam Please can you ask one of the forum team to have a look at @garrycav's connection as it appears to have abnormally high power levels on most of the downstream channels.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[garrycav]

Thanks for your advice Scott.  No contact from VM 😞  Looks like I'll have to call them again tomorrow (or try to!).

Uploads speeds this afternoon were around 0.2 Mbps, impossible to work.  I go on to conference calls (no video), share a presentation and then it all goes wrong. Very frustrating.

If there is general capacity issue and that is what is wrong I would rather they just told me.

[garrycav]

Please can someone from Virgin contact me or reply here, I've now had a number of people saying that my power levels are out.  When I spoke to VM on the phone (twice) they upgraded me and then sent a new hub neither of which have made any difference.

When I mentioned the power levels they said they were fine but others have said they are not.  HELP!

[garrycav]

Is anyone from VM available to check my power levels?

Current hub details:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	323000000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	323000000	14.3	36	256 qam	24
2	203000000	11.1	34	256 qam	9
3	211000000	10.5	34	256 qam	10
4	219000000	10	34	256 qam	11
5	227000000	9.5	33	256 qam	12
6	235000000	9	33	256 qam	13
7	243000000	7.9	33	256 qam	14
8	251000000	7.1	33	256 qam	15
9	259000000	8.9	33	256 qam	16
10	267000000	10.8	34	256 qam	17
11	275000000	11.5	35	256 qam	18
12	283000000	12	35	256 qam	19
13	291000000	12.4	35	256 qam	20
14	299000000	12.9	35	256 qam	21
15	307000000	13.3	35	256 qam	22
16	315000000	13.8	35	256 qam	23
17	427000000	14.5	36	256 qam	25
18	435000000	14	36	256 qam	26
19	443000000	14.3	36	256 qam	27
20	451000000	15	36	256 qam	28
21	459000000	15.8	36	256 qam	29
22	467000000	16.3	36	256 qam	30
23	475000000	16.8	37	256 qam	31
24	483000000	17.1	37	256 qam	32

Downstream bonded channels

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

1	Locked	36.3	6558	0
2	Locked	34.4	76307	0
3	Locked	34.4	141371	0
4	Locked	34.3	264768	0
5	Locked	33.9	983950	0
6	Locked	33.8	1173241	0
7	Locked	33.3	3725149	0
8	Locked	33.4	7272636	0
9	Locked	33.8	1449253	0
10	Locked	34.4	107969	0
11	Locked	35	34814	0
12	Locked	35	15260	0
13	Locked	35.5	9694	0
14	Locked	35.5	11248	0
15	Locked	35.7	6542	0
16	Locked	35.7	6015	0
17	Locked	36.3	10188	0
18	Locked	36.6	14913	0
19	Locked	36.3	17818	0
20	Locked	36.3	18525	0
21	Locked	36.6	18375	0
22	Locked	36.6	20905	0
23	Locked	37.3	24878	0
24	Locked	37.3	28689	0

Upstream bonded channels

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

1	39400000	4.35	5120	64 qam	2
2	46200000	4.35	5120	64 qam	1
3	25800053	4.475	5120	64 qam	4
4	32600000	4.4	5120	64 qam	3

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

[VM121]

Hi do you have any ethernets plugged into your hub? Try removing all ethernets from hub and rebooting the hub, before you reconnect please run a speed test

[NickR7]

Hi I'm a Virgin Media Field Tech currently working from home. I'm new on here but I shall try and get someone to contact you as your signal levels are indeed quite high. @KeithF1 

[garrycav]

Many thanks!

[Keith_f1 · Accepted solution]

Hello @garrycav 

After reading through the comments and looking at your signal levels it seems although firstly we need to replace the router as you have had it for 5 years or so and could just be issues with this, I read you have one on the way which is great hopefully this will improve your upload speeds! Secondly you will need an engineer visit to reduce the signal levels as they are way to high plus 14 is 4 db above absolute maximum having to much signal is like not having enough it has the same effect with the service.

Please message me privately if you have any questions.

Many thanks

[SCA1972]

@Keith_f1 Thanks for contributing, I'll bring you up to speed.  @garrycav Has already received and installed a new Hub 3 a few days ago, note the most recent power levels posted have the extra channels associated with a Hub 3.  It hasn't helped with the issue.

If you can arrange an engineer visit it is probably best that you PM @garrycav yourself as that is what the regular forum team do in these circumstances.  Many of the forum users are unfamiliar with PMs and some end up posting personal and account info on the forum, which is less likely if you initiate the PM conversation.

I appreciate you are new round here and I hope you don't mind my feedback.  I also appreciate the efforts of yourself and your colleagues at this difficult time and hopefully we can help more folks stay online and stay at home 🙂

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.