Menu
Reply
garrycav
  • 31
  • 0
  • 2
On our wavelength
11,653 Views
Message 1 of 57
Flag for a moderator

Very Slow Upload Speed

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
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
11,651 Views
Message 2 of 57
Flag for a moderator

Re: Very Slow Upload Speed

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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
garrycav
  • 31
  • 0
  • 2
On our wavelength
11,634 Views
Message 3 of 57
Flag for a moderator

Re: Very Slow Upload Speed

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 - 

!

 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
11,631 Views
Message 4 of 57
Flag for a moderator

Re: Very Slow Upload Speed

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?

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
Steven83L
  • 71
  • 8
  • 14
Forum Team
Forum Team
11,625 Views
Message 5 of 57
Flag for a moderator

Re: Very Slow Upload Speed

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. 


Here to help! I'm a technician helping out whilst working from home. Find out more


0 Kudos
Reply
garrycav
  • 31
  • 0
  • 2
On our wavelength
11,620 Views
Message 6 of 57
Flag for a moderator

Re: Very Slow Upload Speed

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.

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
11,618 Views
Message 7 of 57
Flag for a moderator

Re: Very Slow Upload Speed

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...

 

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
Steven83L
  • 71
  • 8
  • 14
Forum Team
Forum Team
11,606 Views
Message 8 of 57
Flag for a moderator

Re: Very Slow Upload Speed

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. 


Here to help! I'm a technician helping out whilst working from home. Find out more


garrycav
  • 31
  • 0
  • 2
On our wavelength
11,592 Views
Message 9 of 57
Flag for a moderator

Re: Very Slow Upload Speed

Thanks Mike.

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

How do I check the hub can respond?

0 Kudos
Reply
garrycav
  • 31
  • 0
  • 2
On our wavelength
11,590 Views
Message 10 of 57
Flag for a moderator

Re: Very Slow Upload Speed

Thanks Steven.

Silly question but where is the we chat?

0 Kudos
Reply