Forum Discussion

clarisa11's avatar
clarisa11
Joining in
2 years ago

Intermittent Broadband

Hi, 

Looking for help. Moved to a new house in Dec’22 and been having the same issue ever since. Problem seems to be very simple. Internet just drops. This can stay down for seconds or hours. All devices stay connected. Modem lights stay on. This affects all devices, wifi or wired. Everything just goes at the same time. After 10 months we finally managed to get an engineer to attend, he barely walked in and saw our old modem (which we were told was fine to take with us from the old address and wasn't even considered as the cause of the issue). He immediately replaced for a new modem and said we should have no issues going forward. Didn’t take long and we started noticing the same issue. Back to VM asking for help. Further 8 weeks of chasing, 2 engineer visits and we are still nowhere. Both visits ended up with the same ‘there appears to be network issue outside, someone will come out and fix this’. Waited every time for days for an update before chasing again just to be told ‘they are not aware of any issues’… and ‘someone will be in touch, good bye’. 

It’s now Feb’24… and I feel like we are not being taken seriously and they make it so difficult to talk to someone! I asked to speak to manager or supervisor so many times and all I get is ‘yes, sure, someone will be in touch, good bye’.

How can I take this further? I find this unfair and ridiculous. It’s 13 months (and counting) with paid service that doesn’t work as advertised.

Thanks

6 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    First check for any known local faults on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    ...  then can you do this...

    ______________

    Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

  • clarisa11's avatar
    clarisa11
    Joining in
    2 years ago

    Hi John,

    Thank you for getting back to me. Please see below, let me know if any of it not done right and I can fix. 

    Share Broadband Quality Monitor 

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13310000008.243QAM 25625
    21390000004.342QAM 2561
    31470000004.943QAM 2562
    41550000004.742QAM 2563
    51630000005.142QAM 2564
    61710000004.942QAM 2565
    71790000005.142QAM 2566
    81870000005.542QAM 2567
    91950000006.543QAM 2568
    102030000006.343QAM 2569
    112110000006.443QAM 25610
    122190000006.743QAM 25611
    132270000006.943QAM 25612
    142350000006.643QAM 25613
    152430000006.843QAM 25614
    162510000007.243QAM 25615
    172590000007.143QAM 25616
    182670000007.243QAM 25617
    192750000007.643QAM 25618
    202830000007.843QAM 25619
    212910000007.843QAM 25620
    222990000008.443QAM 25621
    233070000008.543QAM 25622
    243150000008.243QAM 25623
    253230000008.143QAM 25624
    263390000008.142QAM 25626
    273470000008.143QAM 25627
    283550000007.843QAM 25628
    293630000007.543QAM 25629
    303710000007.143QAM 25630
    31379000000742QAM 25631

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked434415413673
    2Locked42183133558
    3Locked4310642219411
    4Locked429738918564
    5Locked4210351033798
    6Locked428418838685
    7Locked425990833478
    8Locked427746926500
    9Locked43372449189
    10Locked43353978524
    11Locked435398818667
    12Locked43426439409
    13Locked43414409138
    14Locked434731610457
    15Locked43413039026
    16Locked43396298612
    17Locked43343246754
    18Locked43338336657
    19Locked43357956989
    20Locked43399197955
    21Locked43389938702
    22Locked43356236999
    23Locked43306765612
    24Locked43286925069
    25Locked43238903706
    26Locked42196682559
    27Locked43211442974
    28Locked43208722682
    29Locked43227163034
    30Locked43229252837
    31Locked42202852199

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    33944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    33Locked36-10.2254380128541293

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000040.85120QAM 641
    143100000415120QAM 642
    23660000040.85120QAM 643
    33010000040.55120QAM 644
    42360000040.85120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA01160
    1ATDMA01230
    2ATDMA0100
    3ATDMA01180
    4ATDMA01160

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    61135.72KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2207400000020

    Network Log

    Time Priority Description
    08-02-2024 08:24:37noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:23:21noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:17:07noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:14:41noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:14:32noticeGUI Login Status - Login Fail from LAN interface
    08-02-2024 08:02:32noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:02:08warningDynamic Range Window violation
    08-02-2024 08:02:08warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:02:05warningDynamic Range Window violation
    08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:02:05warningDynamic Range Window violation
    08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:02:05warningDynamic Range Window violation
    08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:02:05warningDynamic Range Window violation
    08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:02:05warningDynamic Range Window violation
    08-02-2024 08:02:03noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:01:37noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:01:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:01:09critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:01:09criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 08:00:01criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 07:59:35noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 07:26:50noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 07:15:01noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 07:12:10noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 07:03:28noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 07:01:30noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    08-02-2024 06:47:54noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    Thanks again

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    2 years ago

    Hey clarisa11,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment, I can see that you have spoken to the team since you last posted, have they advised you further about the issues that you're having and when they will be resolved?

    Kind Regards,

    Steven_L

    • clarisa11's avatar
      clarisa11
      Joining in
      2 years ago

      Hi Steven,

      I’ve been told a dissatisfaction case has been raised over 2 weeks ago. However, I have not been contacted, nor anything shows on account in My cases (not sure if thats exact name), I have been reaching out every day asking to speak to a manager or supervisor who could help me resolve this. Just to be told that they will contact me ‘that day’. Again heard nothing back. Last contact today I was told they work until 10 PM and leave the escalations call until the end of the day as they take the most time??? Cant believe this. 

      They have advised an engineer will be out later this week to ‘fix’ the issue. I’ve been told this for the last 13 month! That’s why I want to speak with a manager or supervisor.

      Screenshot of my connection from yesterday (12 times there was loss of connection?) 

      Thanks