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FFD
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Very low Upload speeds (<0.2 Mbps), low modulation levels (16 qam)

I've been experiencing very low upload speeds (less than 0.2 Mbps) for the past few days, which is appalling and makes home working impossible.

Looking around the community it looks like this could be caused by low upload modulation levels. In my case they're at 16 qam, when i believe they should be at 64 qam.

What can i do about this?

Here are my stats:

Downstream bonded channels

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

1202750000-1.740256 qam9
2210750000-1.538256 qam10
3218750000-1.540256 qam11
4226750000-1.740256 qam12
5234750000-1.938256 qam13
6242750000-2.238256 qam14
7250750000-2.538256 qam15
8258750000-2.940256 qam16
9266750000-340256 qam17
10274750000-3.240256 qam18
11282750000-3.238256 qam19
12290750000-3.238256 qam20
13298750000-338256 qam21
14306750000-2.740256 qam22
15314750000-338256 qam23
16322750000-2.940256 qam24
17330750000-2.938256 qam25
18370750000-3.240256 qam26
19378750000-338256 qam27
20386750000-3.238256 qam28
21394750000-3.538256 qam29
22402750000-3.538256 qam30
23410750000-3.538256 qam31
24418750000-3.938256 qam32
 
 
Upstream bonded channels
 
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
 
13260012338.8512016 qam11
24619999038.3512016 qam9
33939978137.8512016 qam10
42580009537.5512016 qam12


Upstream bonded channels
 
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

 

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0050

 

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conman33158
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Re: Very low Upload speeds (<0.2 Mbps), low modulation levels (16 qam)

You are correct, they should all be at 64 QAM. Have you tried a factory reset? Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.

***********************************************************************************************************************************
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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FFD
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Re: Very low Upload speeds (<0.2 Mbps), low modulation levels (16 qam)

Thanks for this suggestion. Will try it out. I actually use the Virgin Media Hub 3 in Modem mode connected to an ASUS RT-AC86U router.

I suppose the Hub will awaken in router mode after the reboot so I would need to re-set it to modem mode to re-establish the connection with the ASUS router again?

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meleeblub
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Re: Very low Upload speeds (<0.2 Mbps), low modulation levels (16 qam)

I'm having similar issues to you and will need to re-set too. Remember that there is an option to save your router config to a file under the advanced options of the superhub. This may make it easier to get things back to normal after resetting.

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conman33158
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Re: Very low Upload speeds (<0.2 Mbps), low modulation levels (16 qam)

Yes mate, you will have to put it back into modem mode.

***********************************************************************************************************************************
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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FFD
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Re: Very low Upload speeds (<0.2 Mbps), low modulation levels (16 qam)

I tried the factory reset. Unfortunately it hasn't resolved the issue. Still with 16 qam on all 4 upload channels. 

On the phone with someone from Virgin they said they are aware of some issues affecting customers in my area (I'm on area 21) with "network load" and that engineers are looking into it. 

Sounds like code for VM deliberately restricting upload speeds after lockdown to manage network traffic, which is appalling, as it effectively leaves my internet completely useless for video calls or uploading files to my work network. Even emails are slow!!

I hope this is resolved soon. Can't wait long enough for fibre to the home!

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braidj
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Re: Very low Upload speeds (<0.2 Mbps), low modulation levels (16 qam)

Got the same yesterday, it was very difficult to book an engineer, as the Broadband checker service shows nothing wrong.

Had to do a telephone line test instead in order to get the option.

When I tested this morning (7.30) everything seemed fine, so I cancelled the appointment. When I started work at 8ish the problem had returned, so it must be local usage.

A friend in same town, also with VM, not having the same issue, so its very localised and has only started this week.

Very frustrated that it is impossible to contact anyone, through any means at all (tel, live chat, text message or twitter)

VM's published speed table shows that I should get 10 MBS upload, I'm getting less than 0.1, so I will expect some compensation.

Any tips of how

a) to get in touch with some one live ?

b) what has to happen to actually resolve this issue ?

c) how you go about getting compensation ?

To cap it all got an email asking to complete a survey yesterday, good opportunity to rate their customer service, but no, it was about their marketing strategy. 😞

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conman33158
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Re: Very low Upload speeds (<0.2 Mbps), low modulation levels (16 qam)

You clearly have a fault, I would not have cancelled the engineer though.

Can you please set up a Broadband Quality Monitor (BQM) at thinkbroadband.com.

Post a 'Live Link' to your BQM on here asap.

Under your graph you just created Click (Share Live Graph) then click generate.

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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braidj
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Re: Very low Upload speeds (<0.2 Mbps), low modulation levels (16 qam)

thanks: here is the link:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e306af5129ea1bf5c9fe7b437b3fc5f9a6d806d4

 

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conman33158
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Re: Very low Upload speeds (<0.2 Mbps), low modulation levels (16 qam)

Your BQM shows heavy over utilisation/congestion. You can ring Virgin about this with maybe a fix date for the future but to be honest I wouldn’t hold my breath as they have a tendency to apply fix dates only to keep moving them forward and then ending up with nothing being done for months/years.

***********************************************************************************************************************************
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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