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Message 1 of 23
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Very slow upload speeds

Hi,

I'm on the M350 package, but I frequently see download speeds (over ethernet) in the 150Mb range, and starting in the last few days, sometimes (incl. today) see upload speeds down in the 1-2Mb range.

Adding my stats below. I ran the Service Status self-test and it came up all-good.

Is anyone able to help? Thanks!

Dan

 

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
11387500004.638256 qam1
21467500004.338256 qam2
3154750000438256 qam3
41627500003.738256 qam4
51707500003.238256 qam5
6178750000338256 qam6
7186750000338256 qam7
8194750000338256 qam8
92027500002.938256 qam9
102107500002.738256 qam10
112187500002.938256 qam11
12226750000338256 qam12
132347500003.238256 qam13
142427500003.538256 qam14
152507500003.538256 qam15
162587500003.538256 qam16
172667500003.738256 qam17
182747500003.438256 qam18
192827500003.238256 qam19
202907500003.238256 qam20
21298750000438256 qam21
223067500004.538256 qam22
23314750000540256 qam23
243227500005.440256 qam24
 
Downstream bonded channels
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked38.637415
2Locked38.620714
3Locked38.917914
4Locked38.617714
5Locked38.92643
6Locked38.621214
7Locked38.619817
8Locked38.915314
9Locked38.915514
10Locked38.62518
11Locked38.621715
12Locked38.626415
13Locked38.92600
14Locked38.919315
15Locked38.92000
16Locked38.929118
17Locked38.92937
18Locked38.94210
19Locked38.958718
20Locked38.952517
21Locked38.645613
22Locked38.63850
23Locked40.32650
24Locked40.928312
 
Upstream bonded channels
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
1603000483.025512064 qam1
2537013123.025512016 qam2
3393998523.05512064 qam4
4461999423512064 qam3
 
Upstream bonded channels
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
 
Network Log
TimePriorityDescription
21/05/2020 08:18:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:15:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:51:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:51:3criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:51:3criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:44:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:44:14criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:44:14criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:37:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:37:27criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:37:27criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:20:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:20:8criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 03:20:8criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 02:58:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 02:58:24criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 02:58:24criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 02:54:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 02:54:34criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 02:54:34criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 2 of 23
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Re: Very slow upload speeds

Hi,

Please send me a private message, not reply or quick reply, with your account number and area code/ postcode and I'll look into it for you.

 

To PM me, just hover over my profile picture and click Send Message when the option comes up. Please don't post any personal info in this thread as it's public.


Here to help! I'm a technician helping out whilst working from home. Find out more


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Message 3 of 23
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Re: Very slow upload speeds

Hi there sorry about that the way you can save money off your bill if you know anyone that wants to join virgin media you can forward me their name number with your account number i can then sent off a text where one of my colleagues will contact your friend or family member if they agree to join virgin they will also receive £50 off their bill as well as you 


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Message 4 of 23
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Re: Very slow upload speeds

Hi,

You said on PM that you did some checks and everything within my property is fine it’s actually a network fault going on in my area, and this will be resolved by the following day, May 22nd. But I continue to see very slow upload speeds as originally described (over wired ethernet, same result on different computers, as well as on mobile devices over wifi), around 300KB/s. Download speed is ok (~150Mb/s) or great (~300Mb/s), i.e. ~15-35MB/s, most of the time.

At the time I'm writing this, Speedtest.net indicates:
- Test #1: 165Mb/s down, 6.5Mb/s up.
- Test #2 a few mins later: 142Mb/s down, 3.31Mb/s up.

Whereas your marketing pages say I should expect:
- Down: 368 - 381 Mbps, with a minimum guaranteed 181 Mbps;
- Up: 35 - 37 Mbps

Are you sure my posted upstream dB levels and symbol rates are ok, and that the network fault you mentioned is now resolved?

Thanks a lot.

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Message 5 of 23
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Re: Very slow upload speeds

Still no reply from VM. I guess they aren't going to get back to me. Any chance anyone else here who knows a bit about dB values and such could take a really quick look at tell me if anything's obviously amiss?

Result from Speedtest.net today / at time of writing:
Download: 327Mbps
Upload: 3.21Mbps

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Message 6 of 23
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Re: Very slow upload speeds

For what it's worth I did read: http://www.digitalvertigo.co.uk/forum/index.php?showtopic=37219

Where it says that downstream power level should be between -3 and +8. Which mine are within.

And upstream power level should be between 31 and 54. Which mine are nowhere near.

Have also set up BQM as was suggested there. Here's a typical day, note there's always some level of packet loss:

Screenshot 2020-06-01 at 11.36.47.png

 

 

 

 

 

 

 

 

 

 

b2fa96e281471554e6288c203ee528e202b8dd84-28-05-2020

 

 

 

 

 

 

 

 

 

 

*uh, apparently image uploads and/or embedding both don't work, direct link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b2fa96e281471554e6288c203ee528e202... 

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Message 7 of 23
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Re: Very slow upload speeds

Hello

With the upstream power levels shown you need to multiple them by a factor of 10 as the web interface is placing the . in the wrong place.

Regards Mike

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Message 8 of 23
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Re: Very slow upload speeds

Ah ok thanks a lot for taking a look, good to know. So that puts my upstream levels just barely out of spec.

I'm at my wits end with this; anything I can do that might help other than obvs. switch provider?

There's currently a galvanic isolator and a 15dB Forward Path Attenuator at the outlet.

There was also originally a splitter, but I took that out when installing the equipment, as I don't need it, and it had no terminator on its unused socket. (Based on past experience at another property, I understand that if you let that happen VM cut your service off at the cabinet without even saying anything, and it takes days or weeks incl. an engineer callout to get reconnected.)

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Message 9 of 23
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Re: Very slow upload speeds

Hi dsmudger,

 

I am really sorry that these issues are still persisting.

 

I have checked the back end of your service and can see that there are some various signal level issues affecting your connection. As this issue requires an engineer visit to fix, I've booked you in with the next available slot which you can find the time of via your online account here.

 

Let me know if the time slot booked is suitable and if you need anything else from me.

 

Apologies again for the inconvenience and frustration caused by this.

 

Kind regards,

 

Beth

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Message 10 of 23
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Re: Very slow upload speeds

Thanks Beth for picking this up, and I really appreciate the immediate engineer booking.

But unfortunately the link you posted goes to an error page every time (Error 606, support_id=6263691622151402972). I made sure I'm logged in and tried a different browser, with the same result. 

In that case could you tell me which buttons to click, to navigate manually to the area you're directing me to? I did look around but didn't find anything about engineer appointments. Alternatively if you just let me know when the appointment is set for, I'll make sure I'm in.

(In particular I thought it could be in the 'Track Order' area https://my.virginmedia.com/trackorder/view-orders, but clicking there results in the same error message. I also get that same error trying to reach the service status page https://my.virginmedia.com/faults/service-status, which was definitely working fine just earlier today.)

Thanks a lot.

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