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65vdubbug
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Message 1 of 21
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Internet Lost - Working From Home.

I left VM a little over a month ago due to the connection dropping, i signed back up yesterday.

We are in Day 1 of the contract being live again and its been down 4 times, both my wife and i work from home and any support would be helpful.

I have checked the connections inside the home and also checked the box on the exterior wall, all tighter than a ducks behind.

Here is the current BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/54701c82ce37c4e9215a92945c995d08c0c348ee

 
And here are the router logs:

19/10/2021 12:58:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:58:51criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:58:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:58:3ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:58:3criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:47criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:53:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:53:35criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:53:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:53:15criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:35criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:15criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:51:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:51:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:51:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;




 

 

 

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65vdubbug
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Message 2 of 21
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Re: Connection Issues.

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

13310000002.240256 qam25
22670000001.440256 qam17
32750000001.740256 qam18
4283000000240256 qam19
52910000002.240256 qam20
62990000002.240256 qam21
73070000002.240256 qam22
83150000002.240256 qam23
93230000002.240256 qam24
103390000002.440256 qam26
113470000002.440256 qam27
123550000002.440256 qam28
133630000002.540256 qam29
143710000002.240256 qam30
153790000001.540256 qam31
16387000000140256 qam32
17395000000140256 qam33
18403000000140256 qam34
194110000001.240256 qam35
20419000000140256 qam36
21427000000140256 qam37
224350000001.240256 qam38
234430000000.940256 qam39
244510000000.940256 qam40



Downstream bonded channels

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

1Locked40.911190
2Locked40.314101
3Locked40.98190
4Locked40.913128
5Locked40.91296
6Locked40.318163
7Locked40.913132
8Locked40.912139
9Locked40.311130
10Locked40.91381
11Locked40.910144
12Locked40.91396
13Locked40.312147
14Locked40.91558
15Locked40.312136
16Locked40.92643
17Locked40.92318
18Locked40.31123
19Locked40.9616
20Locked40.31219
21Locked40.31021
22Locked40.91215
23Locked40.31216
24Locked40.3516
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65vdubbug
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Message 3 of 21
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Re: Connection Issues.

Upstream bonded channels

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

16030014148.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
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65vdubbug
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Message 4 of 21
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Re: Connection Issues.

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
7dsfd;kfoA,.iyewrkldJKDHS



Primary Downstream Service Flow

SFID3302
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID1078
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Adduxi
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Message 5 of 21
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Re: Connection Issues.

Terrible connection.  You should have no PostRS errors and you are missing 3 upstream channels.  Maybe VM are working in the area ?

Other than trying a full 60 second pinhole reset (do not reboot the Hub after this, just let it do it's thing), you will have to phone in the fault or wait here a day or two for a VM Mod to respond.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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65vdubbug
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Message 6 of 21
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Re: Connection Issues.

You aren't wrong.

I will try reset later today, I have done this in the past, so no troubles.

Speak soon and ty.

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65vdubbug
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Message 7 of 21
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Re: Connection Issues.

Its been a rocky night of gaming after a large amount of robot voices on zoom calls.

 

Heres an update to the stream:

 

Downstream bonded channels

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

1Locked40.3333579
2Locked40.9461818
3Locked40.3405879
4Locked40.9396720
5Locked40.9435833
6Locked40.9407600
7Locked40.3384725
8Locked40.9360586
9Locked40.3389575
10Locked40.3338417
11Locked40.3319483
12Locked40.3314358
13Locked40.3307403
14Locked40.3308243
15Locked40.3317391
16Locked40.3307179
17Locked40.3302237
18Locked40.3258138
19Locked40.3298177
20Locked40.3236197
21Locked40.3263166
22Locked40.3249106
23Locked40.3254208
24Locked40.3242132
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Andrew-G
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Message 8 of 21
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Re: Connection Issues.

@65vdubbug   I left VM a little over a month ago due to the connection dropping, i signed back up yesterday.  We are in Day 1 of the contract being live again and its been down 4 times, both my wife and i work from home and any support would be helpful.

Whilst the issue is clearly an upstream noise issue that is in theory an easy fix for a good field technician, if you left because of persistent connection problems that VM presumably couldn't resolve, then surely there's no reason to expect matters to be different if you sign up again?  It'll be the same technology, same coax cables, same network architecture.  All that's changed is presumably a different hub, and despite some customers' view to the contrary the hubs are rarely the root cause of persistent connection drops. 

I'm not being critical here, I'm just making the observation that you've got 14 days cooling off period to reconsider whether fast but unreliable broadband with poor support is really the right deal for you.  I've been with VM and predecessors for over quarter of a century, and touch wood I've had an acceptably reliable connection (admittedly tolerating the frailties of VM's DOCSIS technology), but there are a few VM customers who never see acceptable reliability no matter how many times they try and get problems fixed. 

How lucky are you feeling, and are you ready to return to an 18 month lock in and the experience that caused you to cancel?

65vdubbug
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Message 9 of 21
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Re: Connection Issues.

Point well made ))

I tried to use the support lines to log these issues in the past, i then gave up and then closed the contract, mind you the cost had gone up also at that point.

I never knew there was a forum where I could give evidence and document this in such a way, without being fobbed off that VM will review and call me if they find anything.

But you are bang on the money, I'm watching the 14days and without hesitation, I will wrap it up if need be, the price is far lower than before also, so nothing lost at this point.
Thanks for the post, I agree it's a bit of a leap, but who knows, they may come good.


 

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65vdubbug
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Message 10 of 21
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Re: Connection Issues.

Im going to pin reset the router now.

But heres the stats upto that point:

Downstream bonded channels

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

1331000000-138256 qam25
2267000000-339256 qam17
3275000000-2.238256 qam18
4283000000-1.940256 qam19
5291000000-1.740256 qam20
6299000000-1.238256 qam21
7307000000-138256 qam22
8315000000-138256 qam23
9323000000-138256 qam24
10339000000-0.540256 qam26
11347000000-0.438256 qam27
12355000000-0.440256 qam28
13363000000-0.240256 qam29
14371000000-0.240256 qam30
15379000000-138256 qam31
16387000000-1.440256 qam32
17395000000-1.540256 qam33
18403000000-1.240256 qam34
19411000000-140256 qam35
20419000000-138256 qam36
21427000000-139256 qam37
22435000000-0.740256 qam38
23443000000-140256 qam39
24451000000-140256 qam40



Downstream bonded channels

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

1Locked38.93749846461
2Locked39.354651148973
3Locked38.951862534006
4Locked40.350238227184
5Locked40.348895322265
6Locked38.948308819787
7Locked38.945424113265
8Locked38.94290319214
9Locked38.94027357227
10Locked40.32926524998
11Locked38.92592955251
12Locked40.32321723981
13Locked40.32028404014
14Locked40.31859503307
15Locked38.92010773891
16Locked40.32127913159
17Locked40.31968853078
18Locked40.31763702735
19Locked40.91676072948
20Locked38.91592542832
21Locked39.81508092727
22Locked40.31782092510
23Locked40.31753822537
24Locked40.31731722240
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