Terrible speeds on 10MB

[chenson]

I had the 10mb service fitted on wednesday and has been perfect until tonight where the speeds have descended to around 1.5mb/2mb download and 0.07/0.09 upload speeds according to speedtest and various other speedtesting sites (all of which were showing 10mb and around 0.5mb before). There are 3 pcs running in the house and have all been tested and showing the same problems so it definitely is not one of the pc's. Everytime someone does something that involves an upload, the latency spikes to over 1000ms (for example playing games online is now impossible as I just lag out) and my download speed is 100kbs on average. I am living in Guildford.

Here are my modem details

Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant
MAC Address : 00:14:A4:xx:xx:xx
Serial Number : 0014A4xxxxxx
Boot Code Version : 1.1.2c
Software Version : 2.111.1002
Hardware Version : 1.9

Downstream Lock : Locked
Downstream Channel Id : 7
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : -6.2 dBmV
Downstream SNR : 38.2 dB

Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 34000000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 54.0 dBmV
Upstream Mini-Slot Size : 2

I had a look in the log and all this happend around the time that I noticed the decrease in performance.

Fri Oct 02 20:52:43 2009 Fri Oct 02 20:52:43 2009 Information (7) The s/w filename specified in the config file is the same as ...
Fri Oct 02 20:52:43 2009 Fri Oct 02 20:52:43 2009 Information (7) A software upgrade filename was specified in the config file.
Fri Oct 02 20:52:43 2009 Fri Oct 02 20:52:43 2009 Information (7) Authorized
Fri Oct 02 20:52:43 2009 Fri Oct 02 20:52:43 2009 Information (7) Registration complete!
Fri Oct 02 20:52:43 2009 Fri Oct 02 20:52:43 2009 Information (7) We registered with a DOCSIS 1.0 config file!
Fri Oct 02 20:52:42 2009 Fri Oct 02 20:52:42 2009 Information (7) Received a REG-RSP message from the CMTS...
Fri Oct 02 20:52:42 2009 Fri Oct 02 20:52:42 2009 Information (7) Sending a REG-REQ to the CMTS...
Fri Oct 02 20:52:42 2009 Fri Oct 02 20:52:42 2009 Information (7) CableModem SNMP configure complete
Fri Oct 02 20:52:42 2009 Fri Oct 02 20:52:42 2009 Information (7) IP init completed ok
Fri Oct 02 20:52:42 2009 Fri Oct 02 20:52:42 2009 Information (7) CableModem TFTP init ok
Fri Oct 02 20:52:42 2009 Fri Oct 02 20:52:42 2009 Information (7) CableModem DHCP client init ok
Fri Oct 02 20:52:42 2009 Fri Oct 02 20:52:42 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Information (7) downstream time sync acquired...
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) starting ds time sync acquisition...
Time Not Established Time Not Established Information (7) Locked on the downstream. Waiting for UCDs...
Time Not Established Time Not Established Information (7) Downstream lock ok
Time Not Established Time Not Established Information (7) Sync Start
Fri Oct 02 20:50:20 2009 Fri Oct 02 20:50:20 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Oct 02 20:41:31 2009 Fri Oct 02 20:41:31 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Fri Oct 02 20:36:33 2009 Fri Oct 02 20:36:33 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.

Hope you can help cheers!

[Peter_]

You should call Tech Support on 151 from a Virgin phone line or 0845 454 1111 from any other phone and they will be able to run checks on your connection.

You may be best to wait till after 0800 tomorrow to ensure a UK agent.

[xocemp]

T3 timeouts, modulation for upstream is QPSK.
A blind man with no teeth can see this is low upstream SNR.

[chenson]

Thanks for the answers.

Will this be easy for virgin to fix? Shall I just call technical support in the morning?

[broadbandking]

Call them as the SNR issue might have not been report, SNR issues are sorted out by the networks team so the quicker its raised the quicker itsget fixed.

[xocemp]

Hey man.

Can be an easy fix mate, though not always fixed in a timely manner. SNR on the network for the most part would involve tech's out there noise busting.
You can give TS a call, it may be that this issue has been reported and I'd guess it has with the poor performance speeds you've posted, though I guess it won't hurt for you to call and make sure.

I'd call at 8am, you have more chance of getting a UK agent then.

BTW welcome to the forum, stick around, there are some good people here with lots of knowledge :)