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IoanRsx
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Intermittent service both wired and wireless

Capture.JPG

Cute right?

 

So, just to make a long story short - I'm very dissatisfied with VM's Internet service. Initially, over the last 5-6 months, I've been experiencing random disconnects (1-2 per day), the internet being down for about 4-5 minutes. I work in IT so I've performed most troubleshooting steps I could think about in that time, without success. It just works when it wants to. :-) While annoying, it wasn't annoying enough for me to report it and I could actually live with it but...

Now, I'm getting an intermittent connection every 30 seconds to 2 minutes intervals. The connection drops down to 8kbps or even 0kbps (disconnecting altogether) once about 5 minutes lasting, as I mentioned 30 seconds or even 2 minutes.

There are several devices in the house: 1 wired and 4 wireless and they are all experiencing the same issue. No configuration changes have been made to the router since the installation. The router's reset doesn't seem to affect the intermittent connection whatsoever.

I've been on the phone with someone from Technical Support and after explaining the issue and the troubleshooting steps, he "checked" and said there are works being done in my area and that there's nothing I can do (Turpike Lane area, London, N8) because I'm going to have intermittent connectivity loss until the 26th - the earliest. His tone wasn't very confident and adding the fact that there's nothing announced on the website when I enter my postcode makes me think (and hope) there's something else at fault here that can be fixed sooner.

Please let me know if you need any further logs and stuff. Thanks.

 

Ioan.

 

 

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Re: Intermittent service both wired and wireless

Logs from the router:

Information

Cable Modem

EuroDOCSIS 3.0 Compliant

Serial Number

483152WS136AF

Boot Code Version

PSPU-Boot 1.0.20.1391

Software Version

V1.01.11

Hardware Version

1.03

CA Key

Installed

 

 

              

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

267000000

Locked

Ranged Upstream Channel (Hz)

46200000

Success

Provisioning State

OK

Operational

 

 

Downstream

 

 

DS-1

DS-2

DS-3

DS-4

DS-5

DS-6

DS-7

DS-8

Frequency (Hz)

267000000

N/A

283000000

291000000

299000000

307000000

315000000

323000000

Lock Status(QAM Lock/FEC Sync/MPEG Lock)

Locked

Unlocked

Locked

Locked

Locked

Locked

Locked

Locked

Channel ID

3

N/A

5

6

7

8

9

10

Modulation

256QAM

Unknown

256QAM

256QAM

256QAM

256QAM

256QAM

256QAM

Symbol Rate (Msym/sec)

6.952000

N/A

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

Interleave Depth

I=12
J=17

N/A

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

Power Level (dBmV)

17.40

N/A

17.47

17.60

17.75

17.64

17.67

17.82

RxMER (dB)

34.93

N/A

33.38

33.60

34.93

34.77

34.93

35.08

Pre RS Errors

        

 

158776

N/A

267957

304942

227314

228135

229789

227096

Post RS Errors

       

 

124277

N/A

132723

153800

154209

153296

155887

158651

 

 

Upstream

 

US-1

US-2

US-3

US-4

Channel Type

2.0

N/A

N/A

2.0

Channel ID

73

N/A

N/A

75

Frequency (Hz)

46200000

N/A

N/A

32600000

Ranging Status

Success

Other

Other

Success

Modulation

64QAM

N/A

N/A

64QAM

Symbol Rate (Sym/sec)

5120000

N/A

N/A

5120000

Mini-Slot Size

4

N/A

N/A

4

Power Level (dBmV)

35.75

N/A

N/A

35.25

T1 Timeouts

0

0

0

0

T2 Timeouts

0

0

0

0

T3 Timeouts

192

0

0

172

T4 Timeouts

0

0

0

0

 

 

Upstream Burst

 

Req
(1)

Init Maint
(3)

Per Maint
(4)

Adv Short
(9)

Adv Long
(10)

Adv UGS
(11)

Modulation Type

QPSK

QPSK

QPSK

64QAM

64QAM

64QAM

Differential Encoding

OFF

OFF

OFF

OFF

OFF

OFF

Preamble Length

56

640

384

104

104

104

Preamble Value Offset

652

0

0

716

716

716

FEC Error Correction (T)

0

5

5

12

16

12

FEC Codeword Information Bytes (K)

16

34

34

81

223

81

Maximum Burst Size

0

0

0

11

193

219

Guard Time Size

8

48

48

8

8

8

Last Codeword Length

Fixed

Fixed

Fixed

Shortened

Shortened

Shortened

Scrambler On/Off

ON

ON

ON

ON

ON

ON

 

 

General Configuration

Network Access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

EuroDOCSIS 3.0

Config File

 

 

Primary Downstream Service Flow

SFID

11602

Max Traffic Rate

57500000 bps

Max Traffic Burst

10000 bytes

Min Traffic Rate

0 bps

 

Primary Upstream Service Flow

SFID

11601

Max Traffic Rate

3170000 bps

Max Traffic Burst

16320 bytes

Min Traffic Rate

0 bps

Max Concatenated Burst

16320 bytes

Scheduling Type

Best Effort

 

 

Network Log

First Time

Last Time

Priority

Error Number

Description

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

20/11/2016 17:31:13 GMT

20/11/2016 17:31:13 GMT

Warning (5)

84020200

Lost MDD Timeout

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Message 3 of 12
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Re: Intermittent service both wired and wireless

downstream is a mess - the levels are far too high and one channel is not there - not got my upstream head on but from memory they are too low - regardless unless its an area fault you need a tech - will flag the thread which hopefully will get VM to it a bit quicker for them to book a tech

____________________

Tony
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Message 4 of 12
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Re: Intermittent service both wired and wireless

Hi Ioan,

 

Welcome to the community and thanks for posting.

 

My apologies that you are experiencing intermittent broadband connection.

 

Looking at your connection, there is an SNR (signal to noise ratio) fault reported in your area which is causing intermittent connection. The reference number is F004890131 and with a review date of today.

 

As -tony- mentioned there is an issue with the downstream power levels. After the fault has been closed down as resolved, I will check this over again and if there is still an issue with the power levels we can arrange an engineer appointment.

 

Will speak to you soon

Sam


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Message 5 of 12
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Re: Intermittent service both wired and wireless

Hi Sam,

Thank you very much for the reply. 

 

I would be really nice if I could get an ETA on this as a stable connection is very important for my work. Also, can the upstream / downstream values can be adjusted remotely from your side? Thanks. 

 

Ioan.

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Message 6 of 12
Flag for a moderator

Re: Intermittent service both wired and wireless

Hi Ioan,

 

With the SNR fault you can check the progress on our Service Status page. I will also check this when I am in the office this evening.

 

In regards to the downstream/upstream power levels, only an engineer will be able to adjust these to the correct ranges as we are unable to do this from our side.

 

Speak soon

Sam

 

 


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Message 7 of 12
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Re: Intermittent service both wired and wireless

Evening Ioan,

 

Only me.

 

Looking at the SNR fault, this is now showing as closed.

 

I wanted to check the power levels to see if they were still showing as too high, however the Super Hub is showing as offline?

 

Is the router turned off as not in use? Are you able to re-post your router information for us please?

 

Hope to hear from you soon

Sam 


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Message 8 of 12
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Re: Intermittent service both wired and wireless

Thenk you for your reply. Sorry I couldn't respond sooner but it's been working so bad today, I couldn't even post (maybe that's why it was showing as offline)... Smiley Sad Anyway, here are the logs (I can see some change in the downstream - I have one extra channel that was previously disabled):

 

Information

Cable Modem

EuroDOCSIS 3.0 Compliant

Serial Number

483152WS136AF

Boot Code Version

PSPU-Boot 1.0.20.1391

Software Version

V1.01.11

Hardware Version

1.03

CA Key

Installed

 

 

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

267000000

Locked

Ranged Upstream Channel (Hz)

46200000

Success

Provisioning State

OK

Operational

 

 

Downstream

 

DS-1

DS-2

DS-3

DS-4

DS-5

DS-6

DS-7

DS-8

Frequency (Hz)

267000000

251000000

259000000

275000000

283000000

291000000

299000000

307000000

Lock Status(QAM Lock/FEC Sync/MPEG Lock)

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Channel ID

3

1

2

4

5

6

7

8

Modulation

256QAM

256QAM

256QAM

256QAM

256QAM

256QAM

256QAM

256QAM

Symbol Rate (Msym/sec)

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

Interleave Depth

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

Power Level (dBmV)

17.96

17.78

17.85

18.01

18.11

18.21

18.37

18.22

RxMER (dB)

35.42

35.08

35.25

33.27

34.63

34.77

34.77

34.63

Pre RS Errors

        

 

62289

64828

64160

132342

101824

96035

91000

96516

Post RS Errors

       

 

48063

47650

47008

74953

70026

64727

59665

65134

 

 

Upstream

 

US-1

US-2

US-3

US-4

Channel Type

2.0

N/A

N/A

2.0

Channel ID

73

N/A

N/A

74

Frequency (Hz)

46200000

N/A

N/A

39400000

Ranging Status

Success

N/A

N/A

Success

Modulation

64QAM

N/A

N/A

64QAM

Symbol Rate (Sym/sec)

5120000

N/A

N/A

5120000

Mini-Slot Size

4

N/A

N/A

4

Power Level (dBmV)

34.50

N/A

N/A

34.75

T1 Timeouts

0

0

0

0

T2 Timeouts

0

0

0

0

T3 Timeouts

39

0

0

37

T4 Timeouts

0

0

0

0

 

 

Upstream Burst

 

Req
(1)

Init Maint
(3)

Per Maint
(4)

Adv Short
(9)

Adv Long
(10)

Adv UGS
(11)

Modulation Type

QPSK

QPSK

QPSK

64QAM

64QAM

64QAM

Differential Encoding

OFF

OFF

OFF

OFF

OFF

OFF

Preamble Length

56

640

384

104

104

104

Preamble Value Offset

652

0

0

716

716

716

FEC Error Correction (T)

0

5

5

12

16

12

FEC Codeword Information Bytes (K)

16

34

34

81

223

81

Maximum Burst Size

0

0

0

11

193

219

Guard Time Size

8

48

48

8

8

8

Last Codeword Length

Fixed

Fixed

Fixed

Shortened

Shortened

Shortened

Scrambler On/Off

ON

ON

ON

ON

ON

ON

 

 

General Configuration

Network Access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

EuroDOCSIS 3.0

Config File

 

 

Primary Downstream Service Flow

SFID

17746

Max Traffic Rate

57500000 bps

Max Traffic Burst

10000 bytes

Min Traffic Rate

0 bps

 

Primary Upstream Service Flow

SFID

17745

Max Traffic Rate

3170000 bps

Max Traffic Burst

16320 bytes

Min Traffic Rate

0 bps

Max Concatenated Burst

16320 bytes

Scheduling Type

Best Effort

 

 

 

Network Log

First Time

Last Time

Priority

Error Number

Description

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

21/11/2016 19:33:24 GMT

21/11/2016 19:33:24 GMT

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync

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Message 9 of 12
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Re: Intermittent service both wired and wireless

Hiya Ioan,

 

I appreciate you posting the router information.

 

The downstream power levels are still too high, the modem SNR is getting lower and with the network log it is showing the same time-stamp which you can reset when you get chance.

 

I think it is best that we arrange an engineer appointment to check this over for you. I've sent you a PM (purple envelope icon, right corner) requesting some details.

 

Speak soon

Sam


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Message 10 of 12
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Re: Intermittent service both wired and wireless

Hi, 

Didn't want to post this on the forum because it wouldn't look good for VM, but I got a text yesterday from 07800 002204 saying that my Service Visit was cancelled because some VM engineers found some problem in my area and that they will confirm once it's resolved - 3 hours before they confirmed my appointment. Well, it's not fixed and now I guess I'll have to wait another couple of days until we get someone booked. Sorry to say, but I'm not amazed by the service, and if it were up to me, I would switch ISP's. 

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