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Broadband dropouts

Hi

 

Another poor soul experiencing many short dropouts on Broadband. In fact one just happenned now and I couldnt edit this post.

Im working from home and this happens jsut as Im on a conference call. Been with NTL/VM for 20 odd years and this is the second time I had this over the last year.

VM helpline wanted to give me a  WIFI booster even though I am getting it on wired services. There supervisor was going to ring me . Nobody did.

My ref is COM 104070451

Here is my think broadband graph

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6de25a7307fb77b4770ac257b134f112a017a99a-31-05-2020

Here is my Modem logs. Los of errors after reseting it to zero yesterday

Can I get some help.

 

Ta

Steve

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.32428868784356
2Locked37.644165523219483
3Locked37.330756281225721
4Locked38.62059462913451
5Locked38.62248537904312
6Locked38.91987767812988
7Locked38.61960274784208
8Locked37.62000528761749
9Locked38.92165148777877
10Locked37.62013619737107
11Locked37.61954883715851
12Locked37.62044720714354
13Locked37.62335557756624
14Locked37.62086533687274
15Locked37.62365017726987
16Locked37.32382389716636
17Locked37.31786845612067
18Locked37.61651045565055
19Locked37.31501948530798
20Locked37.61422186506845
21Locked37.61290981471624
22Locked38.61112505427857
23Locked38.61047040404964
24Locked38.9992669

376688

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Very Insightful Person
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Re: Broadband dropouts

If thats the error count after a 0 reset yesterday - your connection is in big trouble !
And the BQM proves that !

You need input from VM asap - wait here a while but call it in as well.

While waiting this is about the best you can do....

First do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

Then try a factory reset – a lot of the VM techies on here are suggesting it as a first option and it has helped many customers
.
Note that a pinhole reset on a Hub3 can be a bit problematic - so do it EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible or you will be stuffed ! If its not – DON’T DO IT !

With the Hub "on" disconnect any ethernet connections and push in the “reset pin” with the end of a paperclip/thin nail or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT restart the Hub after that. Leave it 5' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings one to access the Hub.

When its back up repost ALL the data from the Downstream, Upstream, & Network Logs pages.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Broadband dropouts

Thanks.. All connections tight,.

Moved the modem to within 2 feet of the AP into the house and used a small lead that NTL supplied  20 years ago so as to illiminate the coax. Used to work for NTL as a Engineer but not in the broadband divsion but in Broadcasting TV.  Still am but now with Arqiva who bought the broadcasting off NTL ..35 years in the same job.:). See  plenty of VM engineers at work who supply our DAB feeds.

Called VM. Engineer on his way on Thurs. I will explain everything to him. 

They did come last year to a similar fault but I wasnt in. Got a new modem and a new f type was fitted . Helped but things have got worse.

Ta

 

Steve

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Re: Broadband dropouts

VM Enginner came around. Re made all the connections outside my house and down the road . All good now. Noisey coax feed from .

 

Sorted.

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Re: Broadband dropouts

Glad to hear it @steveyboy

 

Thanks so much for popping back with the update - we always like to know how things have gone. 

 

Hope you have a good week - if you need anything further, you know where we are. 

 

Stay safe 

 

Cheers

Katie - Forum Team


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