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Very slow upload speeds - London N1 Area Reference 15

Hello,

We are constantly getting very slow upload speeds. Usually our download speeds are around 100mbps, but our upload speeds have been around 0,5 mbps every day for the past few weeks, which is almost %10 of what was advertised, making it very difficult to work from home. I have asked around fellow virgin users in the area and they all have similar complaints regarding upload speeds.

I have tried resetting the router to factory settings and followed all the steps online from virgin help centre to no avail. Unfortunately it is not possible to reach customer service through the phone. Could you please take a look? Area is N1, London. Area reference is 15

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Alessandro Volta
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Re: Very slow upload speeds - London N1 Area Reference 15

 

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 be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Can you post a 'Live Link' to your BQM please.

 

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 other side of the Hub, it will take a few hours to get any kind of trend showing although you should 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 in the ‘text to display’ box write My BQM 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. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

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

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Very slow upload speeds - London N1 Area Reference 15

Thank you,

There are no issues in my area. Information requested is below.

My BQM 

Downstream

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

113900000018.637256 qam1
214700000018.137256 qam2
31550000001837256 qam3
416300000017.637256 qam4
517100000017.637256 qam5
617900000017.537256 qam6
718700000017.537256 qam7
819500000017.537256 qam8
92030000001737256 qam9
102110000001737256 qam10
112190000001737256 qam11
1222700000016.937256 qam12
132350000001737256 qam13
142430000001737256 qam14
1525100000017.337256 qam15
162590000001737256 qam16
1726700000017.337256 qam17
1827500000017.137256 qam18
1928300000017.437256 qam19
2029100000017.637256 qam20
2129900000017.837256 qam21
223070000001837256 qam22
2331500000017.837256 qam23
2432300000017.537256 qam24



Downstream bonded channels

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

1Locked37.310
2Locked37.670
3Locked37.650
4Locked37.600
5Locked37.660
6Locked37.660
7Locked37.650
8Locked37.670
9Locked37.600
10Locked37.660
11Locked37.650
12Locked37.640
13Locked37.360
14Locked37.680
15Locked37.650
16Locked37.600
17Locked37.660
18Locked37.670
19Locked37.360
20Locked37.670
21Locked37.650
22Locked37.660
23Locked37.650
24Locked37.600




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Re: Very slow upload speeds - London N1 Area Reference 15

Upstream and network log below

Upstream

Upstream bonded channels

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

1326000003.418512032 qam5
2461999913.4512064 qam3
3394000003.425512064 qam4
4258000003.325512016 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

 

Network Log

Network Log

Time Priority Description

19/10/2020 09:25:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 07:12:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 05:52:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 04:12:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 11:06:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 11:05:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 11:01:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 11:01:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 11:01:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 11:01:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 11:01:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 09:00:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 09:11:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2020 13:52:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2020 21:11:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 12:07:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 09:11:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 16:58:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 16:05:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 21:11:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Very slow upload speeds - London N1 Area Reference 15

Your Downstream Power Levels are far too high and will require an engineer to put them back into spec.

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

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

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Very slow upload speeds - London N1 Area Reference 15

1 32600000 3.418 5120 32 qam 5
2 46199991 3.4 5120 64 qam 3
3 39400000 3.425 5120 64 qam 4
4 25800000 3.325 5120 16 qam 6
As and when you get a tech out, if your still getting an out of balance qam figures bring it to their attention!
Virgin might need to get the network team involved.
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Re: Very slow upload speeds - London N1 Area Reference 15

Thanks for the post Mtby and welcome to our community.

 

We can see there's currently an area fault which may be affecting your services, I'll include the information on this below for you.

 

Reference: F008527940 

Estimated repair time: 02 NOV 2020 15:00

 

Thanks, Emily.

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Re: Very slow upload speeds - London N1 Area Reference 15

Hello,

Over the course of last two weeks, we have had an engineer visit from Virgin. I showed him the forum posts and while he tried to be helpful, he said there was not much he could do. He told me the signal strength was weak and he had adjusted it and for a brief while we got back 5 mbit upload speeds, but the speed got dropped down to the same usual 1mbit range a couple hours after he left.

I waited until 2nd November as you suggested this might be an area problem. We have lost our internet altogether (alongside everyone else in the area) between 8 PM 1st November - 9 AM 2nd November. We have our internet back since, but the upload speeds are still dreadful.

While I appreciate your network is under high demands during these times, I do not understand why Virgin has failed to produce any sort of explanation or give an accurate timescale of how long repairs will take. We have been struggling with this issue for months now and any time we manage to get someone on the other end of the phone, they just tell us that it is a complicated issue and will take some time to fix. At the end of each repair session we find ourselves at the start, with intermittent internet connection and dreadful upload speeds all the time. Is this an area fault or is the demand on the network very high on our street, which is why we are getting very low speeds?

I do not mean to be rude, I understand sometimes repairs might be lengthy and the issue could be quite complex to tackle, but I believe Virgin could at least communicate why this is taking so long and what steps they are taking to fix this issue. I am speaking on behalf of at least 10+ virgin users on our street who share the same frustrations and have been trying to resolve this problem on separate attempts to no avail. In all honesty we are on the verge of contacting another provider after our experience with virgin.

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Re: Very slow upload speeds - London N1 Area Reference 15

Hi mtby,

 

Thank you for the update on this. 

 

I have taken another look on our side and it does this fault to be resolved. 

 

Are you still continuing to have issues with your service?

 

^Martin

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