Very Slow Upload Speeds

[MTP_mad59]

Hi,

For the past couple of days we've been experiencing very slow upload speeds which is making any sort of browsing/streaming incredibly difficult and very unreliable.

Normally hub is run in modem only mode with Asus ZenWiFi AX behind it, however for the purposes of finding where the issue lie, I've done a 60 second reset with no LAN cables attached and it is running in it's stock configuration.

No other changes have been made since the last engineer visit about 6 years ago.

I'm reaching out here hoping a Guru can get the ball rolling on a fix.

Other things I've tried so far:

• Speed tests - Up speeds seeing results between 0.01Mbps and 0.15Mbps (expected is mid 30s) - No issues with down speeds as results are between 150Mbps and 350Mbps.
• Checked service status - No issues affecting Broadband or Phone
• Checked all accessible COAX connections and ensured they are finger tight.
• Started a BQM through Thinkbroadband - Home Virgin Router Mode - Shows an unusually high amount of packet loss.

Thanks very much for looking into this!

[MTP_mad59]

Cable Modem Status

Item Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	49599995	Locked
Provisioning State	Online

[MTP_mad59]

Downstream bonded channels

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

1	331000000	1.5	36	256 qam	25
2	267000000	0	35	256 qam	17
3	275000000	0.2	35	256 qam	18
4	283000000	0.5	36	256 qam	19
5	291000000	0.7	36	256 qam	20
6	299000000	0.9	36	256 qam	21
7	307000000	0.9	36	256 qam	22
8	315000000	1	36	256 qam	23
9	323000000	1	36	256 qam	24
10	339000000	1.7	37	256 qam	26
11	347000000	1.7	37	256 qam	27
12	355000000	2	37	256 qam	28
13	363000000	2.4	37	256 qam	29
14	371000000	2.2	37	256 qam	30
15	379000000	1.5	37	256 qam	31
16	387000000	0.7	37	256 qam	32
17	491000000	0.7	37	256 qam	34
18	499000000	1	38	256 qam	35
19	507000000	1.2	38	256 qam	36
20	515000000	1.5	37	256 qam	37
21	523000000	1.5	37	256 qam	38
22	531000000	1.5	37	256 qam	39
23	539000000	2	38	256 qam	40
24	547000000	2.2	38	256 qam	41

Downstream bonded channels

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

1	Locked	36.8	41	0
2	Locked	35.7	192	0
3	Locked	35.9	113	0
4	Locked	36.3	65	0
5	Locked	36.3	213	0
6	Locked	36.6	304	0
7	Locked	36.3	65	0
8	Locked	36.6	44	22
9	Locked	36.6	71	0
10	Locked	37.3	50	0
11	Locked	37.6	60	0
12	Locked	37.3	56	0
13	Locked	37.6	51	0
14	Locked	37.3	58	1
15	Locked	37.3	55	17
16	Locked	37.6	34	25
17	Locked	37.6	39	0
18	Locked	38.6	55	5
19	Locked	38.6	30	0
20	Locked	37.6	48	23
21	Locked	37.3	26	3
22	Locked	37.6	45	0
23	Locked	38.6	29	0
24	Locked	38.6	33	0

[MTP_mad59]

Upstream bonded channels

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

1	49599995	38.7	5120	64 qam	1
2	23600107	34.8	5120	16 qam	5
3	30100139	35.8	5120	32 qam	4
4	43099946	36.8	5120	32 qam	2
5	36600513	37.3	5120	32 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	2	0
3	ATDMA	0	0	28	0
4	ATDMA	0	0	3	0
5	ATDMA	0	0	134	0

[MTP_mad59]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	13616
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	13615
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[MTP_mad59]

Network Log

Time Priority Description

16/10/2022 07:42:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2022 07:38:1	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2022 08:07:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2022 08:05:53	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2022 08:05:38	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2022 07:09:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2022 07:03:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2022 07:01:23	notice	Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2022 06:57:0	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2022 06:52:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2022 06:52:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 19:05:25	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 19:05:3	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2022 08:04:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2022 09:46:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2022 22:24:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2022 05:45:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2022 14:04:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

Yup you have a bad upstream problem wait here or call in to get it looked at.

[Martin_N · Accepted solution]

Hi MTP_mad59,

Thank you for your post. I'm very sorry to hear about the issue you've been having with your Broadband service. 

I am more than happy to take a look into this for you. 

I will private message you now to confirm some details. 

^Martin

[MTP_mad59]

Just a quick update to say our issues now appear to have been fixed, all is well and speeds have returned to normal.

Also, a quick thanks to Martin_N and Steven_L who have kept in contact all the way through.

[Yogster]

Hello all. I am a new customer and have faced this issue since the begining. I also have very very slow upload speeds ( less than 0.5mbps) on an M500 connection.

What was the resolution here?

Thanks.