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Very slow upload speeds on M500 broadband package.

Good evening. I am having upload speed issues with my Virgin Media M500 broadband package. I should be getting around 25 to 35 Mbps but since Friday I've been getting between 2.5 and 5.8 Mbps. I have run speed tests on two different PC's both connected via ethernet directly to the hub 3.0 in router mode and modem mode (as asked by the phone rep) and tried 3 different speed testing websites and I'm still having issues.

On Saturday I contacted VM customer support and they arranged for an engineer to come on site on Sunday. The engineer brought a new Hub 3.0 and replaced our existing one while also replacing both ends of the Coax cable, checking they were tightened and running a signal test. They said everything looked ok. We have also replaced all ethernet cables in case any of them were faulty and we are still having the issue.

This is preventing me from working from home and I'm actively losing income from freelance opportunities I've had to cancel with a rather large one coming up at the end of the week that I REALLY don't want to cancel as it is a significant amount of money I will be losing. Please help! 

Below are the logs from the newly replaced Hub 3.0. Any help is greatly greatly appreciated. 

Cable Modem Status
Item                                       Status           Comments
Acquired Downstream Channel (Hz)
243000000
Locked
Ranged Upstream Channel (Hz)
46199976
Locked
Provisioning State
Online

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12430000004.138256 qam14
21390000005.438256 qam1
31470000004.938256 qam2
41550000004.638256 qam3
51630000004.937256 qam4
61710000005.138256 qam5
71790000005.338256 qam6
81870000005.138256 qam7
91950000005.338256 qam8
102030000005.338256 qam9
11211000000538256 qam10
12219000000538256 qam11
132270000004.938256 qam12
142350000004.438256 qam13
152510000003.938256 qam15
162590000004.438256 qam16
172670000004.538256 qam17
182750000004.938256 qam18
19283000000538256 qam19
20291000000538256 qam20
21299000000538256 qam21
22307000000538256 qam22
233150000005.538256 qam23
243230000005.838256 qam24

 

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.670
2Locked38.670
3Locked38.630
4Locked38.660
5Locked37.6200
6Locked38.6200
7Locked38.6200
8Locked38.6200
9Locked38.9190
10Locked38.650
11Locked38.950
12Locked38.950
13Locked38.650
14Locked38.660
15Locked38.670
16Locked38.680
17Locked38.960
18Locked38.640
19Locked38.660
20Locked38.660
21Locked38.940
22Locked38.650
23Locked38.660
24Locked38.950

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1461999764.25512064 qam3
2325999984.05512064 qam5
3394000174.1512064 qam4
4537000194.25512064 qam2

 

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Very slow upload speeds on M500 broadband package.

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
873254k;fg87dsfd;kfoA,.iy

 

Primary Downstream Service Flow

SFID9892
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID9891
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

26/10/2020 16:37:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 16:37:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 16:36:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 13:48:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 13:14:50noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 13:10:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 17:46:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 16:26:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 16:26:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:28:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:28:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:18:3Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:17:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:17:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:17:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:17:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:16:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:03:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 15:00:35noticeSW download Successful - Via Config file
25/10/2020 14:57:53noticeSW Download INIT - Via Config file
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Alessandro Volta
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Re: Very slow upload speeds on M500 broadband package.

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.

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

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

My Broadband Ping - 26_Aug_2020
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Re: Very slow upload speeds on M500 broadband package.

Hi MikeRobbo. Hopefully this is set up correctly. 

My BMQ 

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Alessandro Volta
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Re: Very slow upload speeds on M500 broadband package.


@Argick wrote:

Hi MikeRobbo. Hopefully this is set up correctly. 

My BMQ 


It is, just leave it to develop overnight and see how it is.

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

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

My Broadband Ping - 26_Aug_2020
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Re: Very slow upload speeds on M500 broadband package.

Please ignore this topic. Finally got through to someone on the phones who sent an engineer out to our exchange and resolved the issue. Whatever the problem was it was in the exchange.
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