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FILIPECOS
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Very Slow Upload Speed

Hi,

I have a package with VM with the following broadband speeds...

Download: 108Mbps, Upload: 10Mbps

For the past month or even more my upload speed is very slow normally anywhere between 0.5Mbps and 1.2Mbps.  I'm trying to work from home and the upload is dropping even my conference calls and especially uploading documents to my company server is impossible.  This is both on wired and wireless connections, I've complete a hard reset of the router etc. 

 

I've called the helpdesk of VM and they asked how was my download speed. I've said that download speed is fine my problem is with upload speed. After that, the only answer I received is that VM can't guarantee upload speeds just download speeds.

So I'm supposed to accept broadband that the upload speed doesn't allow me to work from home?

I asked if they could send a technician to my house to check if something was wrong in the area or with the modem. The answer was no because the download speed was fine.

My modem is a Hub3 and I'm located in London (SE1)

Please I urgently need someone to help me here.

 

Many thanks

 

 

 

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conman33158
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Re: Very Slow Upload Speed

Can you please upload your router stats and set up a BQM

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

DO NOT LOG IN, just click “Check Router Status” at the bottom of the page. Sometimes the “Check Router Status” is missing, in this case just go ahead and log in and go to Advanced Settings-> Tools-> Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again.

You can use more than one post for each item if needed!

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

Also can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

Under your graph you just created Click (Share Live Graph)

Copy the text in the “Direct Link” box and paste it on here

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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FILIPECOS
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Re: Very Slow Upload Speed

Downstream bonded channels

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

1138750000337256 qam1
21467500003.238256 qam2
31547500003.238256 qam3
4162750000338256 qam4
51707500002.738256 qam5
61787500001.938256 qam6
71867500001.738256 qam7
81947500001.538256 qam8
92027500001.538256 qam9
10210750000138256 qam10
112187500000.738256 qam11
122267500000.538256 qam12
132347500000.538256 qam13
142427500000.438256 qam14
152507500000.238256 qam15
162587500000.237256 qam16
17266750000138256 qam17
182747500001.738256 qam18
192827500002.438256 qam19
20290750000338256 qam20
212987500003.238256 qam21
223067500002.738256 qam22
233147500002.438256 qam23
24322750000238256 qam24

Upstream bonded channels

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

13259997452512016 qam10
23940011552512016 qam9
34620000051512032 qam8
45370000050.8512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0010
3ATDMA0010
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057+voc-b.cm



Primary Downstream Service Flow

SFID37536
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID37535
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling Type

BestEffort

 

Network Log

Time Priority Description

08/04/2021 20:16:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 09:45:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 23:02:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 22:59:49Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 19:45:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 19:44:49criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 19:44:49ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 19:44:49criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 19:44:49criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 21:04:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 21:03:48criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 21:03:48ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 21:03:47criticalRegistration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 21:03:47criticalRegistration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 19:49:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 14:14:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 14:14:14criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 14:14:14criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 14:07:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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FILIPECOS
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Re: Very Slow Upload Speed

Broadband Quality Monitor (BQM)

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/adfac601faf5d8b5c37cfe2e4ec422da03299a78

 

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conman33158
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Re: Very Slow Upload Speed

Upstream bonded channels

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

13259997452512016 qam10
23940011552512016 qam9
34620000051512032 qam8
45370000050.8512064 qam7

 

Your upload stream power levels are too high and 3 of the streams are on the wrong modulation. You also have a few T3 Time out errors and quite a few errors in your network log. The BQM is showing signs of a fault as well.

You will need an engineer visit to put this right. Best to ring VM on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are 🙂

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Kath_F
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Re: Very Slow Upload Speed

Hi FILIPECOS,


Thanks for your post and welcome to the Community. Apologies to hear about the issues you have been having with your upload speeds.


Checking your account, I can see all is looking well with the Hub in general. The signal levels are a little out however there is a fault open that is affecting you. The nature of the fault is causing the levels to go out so we won't be able to get an engineer out at this time. The details of the fault are here: 

  • Fault reference number: F008934480 
  • Estimated fix time: 13 APR 2021 09:00
  • Description: We have identified the problem and an engineer is on their way

I have made a note of this on your account so the relevant teams are aware you are affected. 

If there is anything else we can do, let us know. 

Thanks,

Kath_F
Forum Team



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