Hi all,
I've been with VM for 12 years now. Have always loved their fast fibre cable broadband but have been having issues recently with the connection being lost intermittently throughout the day. I phoned up the helpline and they said there was an issue in the area that was to be resolved last Tuesday (24th March) but still issues abound. It's really frustrating as I need to have several zoom calls throughout the week for various meetings and sometimes multiple calls a day and the internet drops out for about 15 seconds every 5 minutes.
My wife is a teacher trying to work from home, and also our kids are accessing their school work / having hangouts with the class which is frustrating them when the connection is lost.
The outage seems to be at the router / external to house side rather than internet wifi connection as it happens also when streaming on TV with a wired connection to the router.
Below is a copy/paste of all of the tabs on the router's admin page. Not sure if there is anything I can do, and I can't get through to anyone in the call centres now either!
Thank you!
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Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
235000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online
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Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 235000000 8 38 256 qam 13
2 139000000 13.1 40 256 qam 1
3 147000000 12.5 38 256 qam 2
4 155000000 12.3 38 256 qam 3
5 163000000 12 38 256 qam 4
6 171000000 11.8 38 256 qam 5
7 179000000 11.1 38 256 qam 6
8 187000000 10.8 38 256 qam 7
9 195000000 10 38 256 qam 8
10 203000000 9.5 38 256 qam 9
11 211000000 9.3 38 256 qam 10
12 219000000 8.9 38 256 qam 11
13 227000000 8.5 38 256 qam 12
14 243000000 7.5 38 256 qam 14
15 251000000 7.9 38 256 qam 15
16 259000000 8.5 38 256 qam 16
17 267000000 9.1 38 256 qam 17
18 275000000 9.1 38 256 qam 18
19 283000000 9.5 38 256 qam 19
20 291000000 9.8 38 256 qam 20
21 299000000 10.4 38 256 qam 21
22 307000000 10.6 38 256 qam 22
23 315000000 10.9 38 256 qam 23
24 323000000 11 38 256 qam 24
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 178 0
2 Locked 40.3 79 0
3 Locked 38.9 49 0
4 Locked 38.9 95 0
5 Locked 38.9 72 0
6 Locked 38.9 112 0
7 Locked 38.9 67 0
8 Locked 38.9 80 0
9 Locked 38.6 73 0
10 Locked 38.9 90 0
11 Locked 38.6 113 0
12 Locked 38.6 114 0
13 Locked 38.9 114 0
14 Locked 38.6 244 0
15 Locked 38.6 233 0
16 Locked 38.6 254 0
17 Locked 38.6 147 0
18 Locked 38.6 147 0
19 Locked 38.9 190 0
20 Locked 38.9 162 0
21 Locked 38.6 208 0
22 Locked 38.9 168 0
23 Locked 38.9 175 0
24 Locked 38.9 154 0
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Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 3.825 5120 64 qam 1
2 32600000 3.8 5120 64 qam 3
3 39400000 3.8 5120 64 qam 2
4 25799913 3.775 5120 64 qam 4
Upstream bonded 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
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General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u-b.cm
Primary Downstream Service Flow
SFID 100482
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0
Primary Upstream Service Flow
SFID 100481
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort
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Network Log
Time Priority Description
03/04/2020 07:29:49 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2020 07:29:39 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2020 09:06:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 06:04:18 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 08:41:4 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 20:26:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 02:16:8 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 11:29:19 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2020 00:05:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2020 20:42:32 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 17:09:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:38:8 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:38:5 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:38:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:38:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:37:23 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:37:19 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:37:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 09:37:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 08:53:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;