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royrajat's avatar
royrajat
Tuning in
7 months ago

No internet especially afternoon/evening

I have constant internet issues since August 1. This is a local issue affecting my neighbourhood. It works early morning but from afternoon/ evening it is like someone flicks off a switch. Today nothing on from 1200. And this has been ongoing for past 12 days non stop. Earlier webpage showed it will be fixed by August 6th since yesterday it shows to be foxed by 19th Aug. What are we supposed to do. Both me and my wife work from home. How do we get reimbursed for the disruption. I refuse to pay for my services till this is fixed.  

 

 

[MOD EDIT: Subject title changed for clarity]

  • Set up a BQM to further monitor your connection. Raise a formal written complaint. However you don't yet qualify for automatic compensation and it's in your interests, however infuriating, to keep your payments up. All process links are below. 

  • Here are my router logs from today. There was no internet last night. I think it came on early this morning

     

     

  • I have tried setting up the BQM but I can only see red block. My router log reports for today are: 

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1411000000-2.738QAM 2561
    2419000000-2.838QAM 2562
    3427000000-3.138QAM 2563
    4435000000-338QAM 2564
    5443000000-3.238QAM 2565
    6491000000-3.738QAM 25611
    7499000000-3.838QAM 25612
    8507000000-3.438QAM 25613
    9515000000-3.238QAM 25614
    10523000000-3.338QAM 25615
    11531000000-2.738QAM 25616
    12539000000-2.438QAM 25617
    13547000000-2.339QAM 25618
    14555000000-1.939QAM 25619
    15563000000-2.139QAM 25620
    16571000000-2.339QAM 25621
    17579000000-2.339QAM 25622
    18587000000-2.439QAM 25623
    19595000000-2.938QAM 25624
    20603000000-338QAM 25625
    21611000000-3.338QAM 25626
    22619000000-3.838QAM 25627
    23627000000-3.538QAM 25628
    24635000000-3.938QAM 25629
    25643000000-438QAM 25630
    26651000000-4.138QAM 25631
    27659000000-4.438QAM 25632
    28667000000-4.138QAM 25633
    29675000000-4.137QAM 25634
    30683000000-438QAM 25635
    31691000000-4.238QAM 25636

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked38560
    2Locked38590
    3Locked38750
    4Locked38760
    5Locked38610
    6Locked381080
    7Locked38930
    8Locked38650
    9Locked38590
    10Locked38700
    11Locked38440
    12Locked38440
    13Locked39380
    14Locked39390
    15Locked39440
    16Locked39590
    17Locked39420
    18Locked39610
    19Locked38730
    20Locked38720
    21Locked38750
    22Locked381240
    23Locked381020
    24Locked381350
    25Locked381510
    26Locked381520
    27Locked381860
    28Locked381370
    29Locked371390
    30Locked381120
    31Locked381150

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    37944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    37Locked38-5.2134195821518759

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000046.85120QAM 641
    143100000465120QAM 642
    23660000045.35120QAM 643
    33010000044.85120QAM 644
    42360000044.55120QAM 649

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA01350620
    1ATDMA01350420
    2ATDMA01350610
    3ATDMA01350480
    4ATDMA01350400

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    1010.442.22KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    10OFDMA2087400000058660

     

    Network Log

    Time Priority Description
    19-08-2024 12:18:51noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    19-08-2024 04:52:11noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 23:33:08noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 22:29:18noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 19:28:46criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 19:22:10noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 19:06:54criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 18:13:54noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 17:10:06noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 16:06:18noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 15:02:29noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 13:58:41noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 12:54:52noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 08:39:37noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 07:35:48noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 06:32:00noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 05:28:11noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 03:20:34noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 02:16:45noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 01:12:57noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-08-2024 00:09:08noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-08-2024 23:05:20noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-08-2024 19:30:18criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-08-2024 18:52:46noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-08-2024 18:06:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-08-2024 15:38:35noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-08-2024 06:04:17noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-08-2024 03:56:41noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-08-2024 02:46:12noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-08-2024 02:41:08noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-08-2024 02:08:28noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-08-2024 02:03:24noticeUS profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      • royrajat's avatar
        royrajat
        Tuning in
        www.thinkbroadband.com/broadband/monitoring/quality/share/a5a5d6f54d1494ce5b07a41de967ac551c0dd2ce

         

    • royrajat's avatar
      royrajat
      Tuning in

      Seems like we are on the same Wavelength indeed, I am in St Albans and I was of the opinion that this is affecting just locally as I have a whole FB community page complaining about this. 3 engineer visits so far, changed cables, router etc etc, Last visit from the engineer saw this happening just while he was changing the router and he just said we can't do anything if their is an outage in the area. Kelly communications who came in to change the cables pointed out that the signal to my property was sub-optimal despite me being on the highest tap and literally 20 meters from the box. Virgin is just pushing on blames and do not want to tackle the problem at source. Customer service has been shambolic, hours on the phone just to say we have escalated this and will get an engineer to visit but we cannot get you any refund/credit or sort you with an alternative. I want to get out of the contract for a service that is non-existent. We cannot watch/do anything in the evening. Kids at home creating ruckus for not being to play games on consoles and all our phone data depleted!!!