Internet Lost - Working From Home.

[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.

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 12:58:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:58:51	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:58:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:58:3	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:58:3	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:47	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:53:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:53:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:53:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:53:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:52:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:51:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:51:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2021 12:51:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[65vdubbug]

and the current BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/54701c82ce37c4e9215a92945c995d08c0...

[65vdubbug]

Pin Reset in a few mins as the connection is awful right now.

[65vdubbug]

I called the support number as we had no internet at all, was told there is no issue that they could see,

https://www.thinkbroadband.com/broadband/monitoring/quality/share/54701c82ce37c4e9215a92945c995d08c0...

Seems to be settled after that outage.

[Natalie_L]

Hi 65vdubbug, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear of the issues you have been experiencing..

I just wanted to check in and see how things have been since your last post to us as you had said things had settled. 

How is the service at the moment?

Thanks 

[Andrew-G]

Although the BQM linked earlier is titled "19 Oct", it's actually a live (continuous) plot - the giveaway is that if it were a snapshot BQM showing only a single static 24 hour trace, then it would have the date in the link.

And if the BQM is tracking @65vdubbug's current IP address, then the problems are indeed continuing, with horrendous latency problems that will stop the connection being useable for gaming, live streaming and video meetings, and apparently repeated loss of connection.   Whoever has the IP address that BQM is tracking is certainly a VM customer, and they're being charged for a connection that is barely usable.

[65vdubbug]

Hi Nat, thanks for reaching out.

As Andrew rightly has said, its not good at all, and it doesnt seem to be getting any better

I have taken a snapshot of the current BQM, can you suggest the next action, please.

[65vdubbug]

Today has been rough, again i checked the cables and all tight as needed.

I havent touched the router, heres a quick snap shot (i would have done this earlier but the net was down)

[65vdubbug]

Today (Sorry just seen the time)

Yesterday was not impressive, i had to use 4g to join meetings.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8aed2751f14f6a58e8e69124d6f9ce4ab3...

Snapshot saved.

[jpeg1]

You need to leave now while you still can.

[Paul_DN]

Hi Hi 65vdubbug,

Sorry to see you are still facing the same issues, I would like to help further and run some further checks and arrange a technician if required, I have managed to locate the account and at first sight cannot see anything however I will run some further checks with you.

I will send a invite into a private chat, please click the purple envelope to accept?

Regards

Paul.