Forum Discussion

Spacehopper07's avatar
Spacehopper07
Tuning in
4 months ago
Solved

Internet Down

Good evening VirginMedia Community,

My network (no internet) keeps going down and even went down whilst creating this post!  people are also saying that voice keeps cutting out during telephone calls and Microsoft Teams calls.  Please can someone look at my stats and advise how I can resolve this issue.

Many thanks.

Network Log

Time

Priority

Description

Sun 13/10/2024
18:39:31

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:39:14

6

CM-STATUS message sent. Event Type Code: 2; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:39:07

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:38:59

6

CM-STATUS message sent. Event Type Code: 2; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:38:36

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:35:47

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:35:41

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 8; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:35:28

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:35:00

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:34:51

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:34:43

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:34:34

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:34:18

6

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:34:15

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:33:54

6

CM-STATUS message sent. Event Type Code: 2; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:33:48

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:33:12

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 16; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:33:08

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:32:45

6

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:32:30

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:31:59

6

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:31:51

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:31:13

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:31:06

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:30:56

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:30:55

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:30:38

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 26; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:30:22

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:29:32

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 26; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:29:12

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:28:50

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:28:50

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:28:39

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:28:29

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:28:25

6

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:28:14

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:27:57

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:26:41

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:25:17

6

CM-STATUS message sent. Event Type Code: 2; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:25:01

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:24:06

6

CM-STATUS message sent. Event Type Code: 2; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:24:00

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:23:43

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:23:09

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:22:49

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:22:35

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:22:25

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:22:08

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:21:38

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 11; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

Sun 13/10/2024
18:21:29

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

  • jbrennand's avatar
    jbrennand
    4 months ago

    Your upstream power levels are all very low and may need increasing

    There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.
    If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.
    
Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.
    You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.



    FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

  • 3.0 Downstream channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    SNR (dB)

    Modulation

    Channel ID

    1

    138750000

    5.2

    39

    QAM256

    1

    2

    146750000

    5.3

    38.6

    QAM256

    2

    3

    154750000

    5.7

    38.6

    QAM256

    3

    4

    162750000

    5.6

    38.6

    QAM256

    4

    5

    170750000

    5.3

    39

    QAM256

    5

    6

    178750000

    5.3

    39

    QAM256

    6

    7

    186750000

    5.4

    39

    QAM256

    7

    0

     

    0

    0

    QAM256

    0

    9

    202750000

    5.1

    38.6

    QAM256

    9

    10

    210750000

    5.4

    39

    QAM256

    10

    11

    218750000

    5.4

    39

    QAM256

    11

    12

    226750000

    5.3

    39

    QAM256

    12

    13

    234750000

    5.1

    38.6

    QAM256

    13

    14

    242750000

    5.3

    38.6

    QAM256

    14

    15

    250750000

    5.1

    38.6

    QAM256

    15

    16

    258750000

    5.2

    39

    QAM256

    16

    17

    266750000

    4.7

    38.6

    QAM256

    17

    18

    274750000

    4.4

    39

    QAM256

    18

    19

    282750000

    4.1

    39

    QAM256

    19

    20

    290750000

    3.7

    38.6

    QAM256

    20

    21

    298750000

    4.2

    38.6

    QAM256

    21

    22

    306750000

    4.5

    38.6

    QAM256

    22

    23

    314750000

    4.7

    39

    QAM256

    23

    24

    322750000

    4.1

    38.6

    QAM256

    24

    25

    330750000

    3.6

    39

    QAM256

    25

    26

    338750000

    4.3

    38.6

    QAM256

    26

    0

     

    0

    0

    QAM256

    0

    28

    354750000

    4.5

    38.6

    QAM256

    28

    29

    362750000

    4.2

    38.6

    QAM256

    29

    30

    370750000

    4.9

    38.6

    QAM256

    30

    31

    378750000

    5.4

    38.6

    QAM256

    31




    3.0 Downstream channels

    Channel

    Lock Status

    RxMER (dB)

    Pre RS Errors

    Post RS Errors

    1

    Locked

    38.983261

    0

    0

    2

    Locked

    38.605377

    0

    0

    3

    Locked

    38.605377

    0

    0

    4

    Locked

    38.605377

    0

    0

    5

    Locked

    38.983261

    0

    0

    6

    Locked

    38.983261

    0

    0

    7

    Locked

    38.983261

    0

    0

    0

    NotLocked

     

    0

    0

    9

    Locked

    38.605377

    0

    0

    10

    Locked

    38.983261

    0

    0

    11

    Locked

    38.983261

    0

    0

    12

    Locked

    38.983261

    0

    0

    13

    Locked

    38.605377

    0

    0

    14

    Locked

    38.605377

    0

    0

    15

    Locked

    38.605377

    0

    0

    16

    Locked

    38.983261

    0

    0

    17

    Locked

    38.605377

    0

    0

    18

    Locked

    38.983261

    0

    0

    19

    Locked

    38.983261

    0

    0

    20

    Locked

    38.605377

    0

    0

    21

    Locked

    38.605377

    0

    0

    22

    Locked

    38.605377

    0

    0

    23

    Locked

    38.983261

    0

    0

    24

    Locked

    38.605377

    0

    0

    25

    Locked

    38.983261

    0

    0

    26

    Locked

    38.605377

    0

    0

    0

    NotLocked

     

    0

    0

    28

    Locked

    38.605377

    0

    0

    29

    Locked

    38.605377

    0

    0

    30

    Locked

    38.605377

    0

    0

    31

    Locked

    38.605377

    0

    0



    3.1 Downstream channels

    Channel

    Channel Width (MHz)

    FFT Type

    Number of Active Subcarriers

    Modulation (Active Profile)

    First Active Subcarrier (Hz)

    33

    94

    4K

    1800

    QAM4096

    424




    3.1 Downstream channels

    Channel ID

    Lock Status

    RxMER Data (dB)

    PLC Power (dBmV)

    Correcteds (Active Profile)

    Uncorrectables (Active Profile)

    33

    Locked

    41

    6.7

    909373

    35

     

    3.0 Upstream channels

    Channel

    Frequency (Hz)

    Power (dBmV)

    Symbol Rate (ksps)

    Modulation

    Channel ID

    1

    39400000

    30.8

    5120 KSym/sec

    QAM64

    4

    2

    23600000

    30.3

    5120 KSym/sec

    QAM64

    10

    3

    32600000

    30

    5120 KSym/sec

    QAM64

    9

    4

    46200000

    28.8

    5120 KSym/sec

    QAM64

    3

    5

    53700000

    28.8

    5120 KSym/sec

    QAM64

    2

    6

    60300000

    30.3

    5120 KSym/sec

    QAM64

    1




    3.0 Upstream 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

    6

    ATDMA

    0

    0

    0

    0

    • jbrennand's avatar
      jbrennand
      Very Insightful Person

      Your upstream power levels are all very low and may need increasing

      There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.
      If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.
      
Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.
      You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.



      FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

    • John_GS's avatar
      John_GS
      Forum Team

      Hi Spacehopper07 

      Thanks for posting and welcome back to the community.

      I'm sorry to hear of any broadband issues. I'll send you a PM now. Can you ensure the Router is fully on? I've not yet been able to connect to it to run tests.

      Best wishes.