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agz
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Very slow download, fast upload

Hi,

Yesterday we started experiencing issues with our broadband. First it went down and then the phone light stayed flashing red for an hour. After that the internet is back but download is painfully slow at around 1Mbps - should be getting 200MB (wired). Upload is at the usual 20Mbps

Downstream bonded channels

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

1299000000-11.931256 qam21
2203000000-16.826256 qam9
3211000000-16.526256 qam10
4219000000-16.226256 qam11
5227000000-1627256 qam12
6235000000-1627256 qam13
7243000000-1627256 qam14
8251000000-1627256 qam15
9259000000-15.928256 qam16
10267000000-1528256 qam17
11275000000-1429256 qam18
12283000000-13.329256 qam19
13291000000-12.730256 qam20
14307000000-11.731256 qam22
15315000000-1131256 qam23
16323000000-10.531256 qam24
17427000000-7.734256 qam25
18435000000-834256 qam26
19443000000-7.534256 qam27
20451000000-7.235256 qam28
21459000000-7.534256 qam29
22467000000-735256 qam30
23475000000-7.235256 qam31
24483000000-7.535256 qam32



Downstream bonded channels

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

1Locked319620024199891
2Locked26.710847581082025
3Locked26.92433853231264653
4Locked26.57051301659208
5Locked27.3236866915490186
6Locked27.54481311010536272
7Locked27.6480484667125672
8Locked27.9512026973399566
9Locked28488644635183057
10Locked28.647122784478483
11Locked29.63166817054109
12Locked30.12223403857982
13Locked30.51229920021224
14Locked31.67567889241559
15Locked31.9214168117042
16Locked32.295934388267
17Locked34.42128736180
18Locked34.31898238716
19Locked351648343198
20Locked34.95065150545
21Locked351992846315
22Locked35.71259549426
23Locked351618364682
24Locked34.91172651131

 

 

Upstream bonded channels

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

1326000004.675512064 qam3
2394000004.675512064 qam2
3258000004.725512064 qam4
4462000005.075512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

WFH so need this to work at the correct speed. It hasn't given problems before.

 

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Andrew-G
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Re: Very slow download, fast upload

There's an easy one for today!  Your power levels are all over the place and your SNR is too low.  That'll require a technician to fix, and the forum staff will be able to fix that as soon as they pick up your post - I'll flag that for them, but with the current situation it may still take a day or three.

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agz
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Re: Very slow download, fast upload

Thanks for the speedy reply! 

Will that require a technician to visit the house? Or is it done remotely?

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Andrew-G
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Re: Very slow download, fast upload

Depends on the specific cause.  There's very few faults that can be remotely fixed from a control room or call centre.  If it is an "area fault" with VM's network equipment such as a failed signal amplifier or a faulty joint on the segment that serves you and your neighbours then you usually won't need a technician to visit your property.  If the fault is specific to your connection or property, then that usually needs a technician to visit.

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agz
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Re: Very slow download, fast upload

Thank you! I'll wait for the forum staff to get back to me then.

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Megan_L
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Re: Very slow download, fast upload

Hi Agz,

Thanks thanks for using the forums to get this issue sorted with your internet issues, I am sorry you're having this problem.

I have done a health check on your services and can indeed see that you're having an issue connecting to your HUB. 

However, just so we both know we're on the same page, page you describe what issues you're facing when using the internet please?

Is it mainly just slow speeds or does it disconnect intermittently?

Also, do the issues affect just wireless devices or wired as well?

Thanks,

Megan_L

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agz
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Re: Very slow download, fast upload

Hi Megan,

The wired connection seemed to have just very low speed (it seems better now) after a period of total downtime. Wireless connection still drops in speed at times or drops totally. This is not happening as frequently as a few days ago, though.

 

Regards,

Aga

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Emily_G
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Re: Very slow download, fast upload

Thank you for the information Agz.

 

Taking a look at our side it doesn't show any error's specifically but the WiFi may be having some issues.

 

Is your Hub out in the open and upright? If possible this would need to be up to 1 metre away from other electronic devices as this could interfere with the signal. 

 

It may help to disconnect and reconnect the specific devices having issues, please make sure when you reconnect these devices to go to the area of the property you'll mostly be using it as the Hub will then pop it on the best WiFi channel (5Ghz for closer to the Hub and 2.4Ghz further away from the Hub) or you can manually do this. 

 

With the wired issues, have you been able to try an alternative ethernet cable for this? 

 

Let us know, Emily.

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gary_dexter
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Re: Very slow download, fast upload


@Emily_G wrote:

Thank you for the information Agz.

 

Taking a look at our side it doesn't show any error's specifically but the WiFi may be having some issues.

 

Is your Hub out in the open and upright? If possible this would need to be up to 1 metre away from other electronic devices as this could interfere with the signal. 

 

It may help to disconnect and reconnect the specific devices having issues, please make sure when you reconnect these devices to go to the area of the property you'll mostly be using it as the Hub will then pop it on the best WiFi channel (5Ghz for closer to the Hub and 2.4Ghz further away from the Hub) or you can manually do this. 

 

With the wired issues, have you been able to try an alternative ethernet cable for this? 

 

Let us know, Emily.


What about the (ridiculously) low and out of spec downstream levels?


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Emily_G
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Re: Very slow download, fast upload

Sorry for the confusion we may have missed this, thank you for pointing this out to us @gary_dexter.

 

We'll pop them over a private message if you can please respond to this by going to the purple envelope in the top right of your screen @agz

 

We'll go through and book an engineer appointment for you.

 

Thanks, Emily.