frequent internet disconnects and post rs errors

[hoppalong]

Good Morning, 

We recently (Feb/March) upgraded at end of contract and upgraded to the 500Mb Package. We have retained our Hub3 router which has been in Modem mode connected to a Deco M5 TpLink Mesh for the past 12 months with no issues. 

Since upgrading we are encountering frequent disconnects. I have checked all connections into the router & the wall and they appear secure. 

Looking at our Router logs there appears to be an increasing amount of Post RS errors. Our router was restarted last night about 10pm to reset the counters so currently has around 11 hours uptime. 

[hoppalong]

Downstream bonded channels

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

1	139000000	6.9	38	256 qam	1
2	147000000	6.8	38	256 qam	2
3	155000000	6.5	38	256 qam	3
4	163000000	6.9	38	256 qam	4
5	171000000	6.9	38	256 qam	5
6	179000000	6.9	38	256 qam	6
7	187000000	7	38	256 qam	7
8	195000000	7	38	256 qam	8
9	203000000	7.4	38	256 qam	9
10	211000000	7.5	38	256 qam	10
11	219000000	7.1	38	256 qam	11
12	227000000	7	38	256 qam	12
13	235000000	7	38	256 qam	13
14	243000000	6.9	38	256 qam	14
15	251000000	6.6	38	256 qam	15
16	259000000	7	38	256 qam	16
17	267000000	7.1	38	256 qam	17
18	275000000	7.4	38	256 qam	18
19	283000000	7.1	38	256 qam	19
20	291000000	6.8	38	256 qam	20
21	299000000	6.5	38	256 qam	21
22	307000000	7	38	256 qam	22
23	315000000	7.3	38	256 qam	23
24	323000000	7.3	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	544	2664
2	Locked	38.9	569	2805
3	Locked	38.6	505	3032
4	Locked	38.9	522	2867
5	Locked	38.9	512	2527
6	Locked	38.9	514	2716
7	Locked	38.9	555	2802
8	Locked	38.6	550	2823
9	Locked	38.6	529	2833
10	Locked	38.9	474	3025
11	Locked	38.9	492	2762
12	Locked	38.6	509	2565
13	Locked	38.9	451	2709
14	Locked	38.6	440	2600
15	Locked	38.9	506	2768
16	Locked	38.9	453	2590
17	Locked	38.6	445	2663
18	Locked	38.9	423	2982
19	Locked	38.6	397	2749
20	Locked	38.6	485	2827
21	Locked	38.9	418	2886
22	Locked	38.9	461	2930
23	Locked	38.6	432	2701
24	Locked	38.9	461	2555

[hoppalong]

Upstream bonded channels

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

1	23600000	44.5	5120	64 qam	9
2	30099975	45	5120	64 qam	4
3	43100000	46	5120	64 qam	2
4	36600000	45.5	5120	64 qam	3
5	49600025	47.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[hoppalong]

Multiple disconnects over the weekend. 
Router has now been placed back into Router Mode as a test and the post-rs error continue to rise. 

Downstream bonded channels

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

1	139000000	7.5	38	256 qam	1
2	147000000	7.3	38	256 qam	2
3	155000000	7.1	38	256 qam	3
4	163000000	7.4	38	256 qam	4
5	171000000	7.5	38	256 qam	5
6	179000000	7.4	38	256 qam	6
7	187000000	7.5	38	256 qam	7
8	195000000	7.5	38	256 qam	8
9	203000000	7.9	38	256 qam	9
10	211000000	8	38	256 qam	10
11	219000000	7.6	38	256 qam	11
12	227000000	7.5	38	256 qam	12
13	235000000	7.5	38	256 qam	13
14	243000000	7.3	38	256 qam	14
15	251000000	7.1	38	256 qam	15
16	259000000	7.4	38	256 qam	16
17	267000000	7.6	38	256 qam	17
18	275000000	7.8	38	256 qam	18
19	283000000	7.6	38	256 qam	19
20	291000000	7.1	38	256 qam	20
21	299000000	7	38	256 qam	21
22	307000000	7.5	38	256 qam	22
23	315000000	7.6	38	256 qam	23
24	323000000	7.6	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	3099	13206
2	Locked	38.6	3156	13553
3	Locked	38.9	2706	13580
4	Locked	38.9	2722	13878
5	Locked	38.6	2709	12905
6	Locked	38.6	2670	13386
7	Locked	38.6	2930	13215
8	Locked	38.9	2854	13388
9	Locked	38.6	2560	14169
10	Locked	38.9	2527	13795
11	Locked	38.9	2610	13593
12	Locked	38.9	2617	13055
13	Locked	38.6	2538	13538
14	Locked	38.9	2447	13499
15	Locked	38.6	2608	13576
16	Locked	38.9	2338	13448
17	Locked	38.9	2262	13626
18	Locked	38.9	2210	14809
19	Locked	38.9	2161	13375
20	Locked	38.6	2451	13902
21	Locked	38.9	2368	13382
22	Locked	38.9	2446	14095
23	Locked	38.6	2374	13749
24	Locked	38.9	2489	13687

[Paulina_Z]

Hi @hoppalong,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're having some issues with your broadband connection at the moment! We understand that this is not ideal.

I've taken a look at our systems and I can see that there are some issues with your downstream power levels at the moment! This could be causing issues with your connection. In order to have this looked into further and rectified, we'd need to book a technician appointment. 

I'll send you a Private Message to confirm a few details. Please keep an eye out for an envelope at the top right corner of your Forum page. If you're having issues locating this, please let me know and I'll help. I'll be in touch soon.

Thank you! 😊 

[Paulina_Z]

Hi @hoppalong,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing intermittent connection issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @hoppalong,

Thanks for confirming that you're happy with the technician appointment time and date. Apologies that the previously promised appointment was not booked in for you. 

Please do let us know how you get on at the appointment and if you need any further help or assistance.

Thanks.

[hoppalong]

Good Morning Paulina, 

A second engineer visited the property yesterday. Removed a splitter from our network connection and made some changes at the VM Cabinet. 

He confirmed that this was a fault at the VM Cabinet and could continue to see errors. He advised he was unable to resolve and would need to escalate to the Networks team.

Can you advise how long this process is likely to take? I'm currently paying for a service that isn't fit for purpose and is impacting my ability to work.

Any help you can offer would be most appreciated.

[Paulina_Z]

Hi @hoppalong,

Thanks for coming back to about this ongoing issue! Sorry to hear that the issue has not bee resolved in full!

I'll be happy to look into this further for you via Private Message. Please keep an eye out for an envelope at the top right corner of your Forum page. I'll be in touch soon.

Thanks! 😊