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Nats19
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Message 11 of 25
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Re: Broadband issues

Thanks for your help on this. I did try and post the downstream data but the file was too large. I’ll split into two parts.

I reboot everything last night and it was working fine. But having just logged on now, it’s dipping in and out again.

I’ll get straight back to you.

 Thanks

nats 

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Nats19
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Message 12 of 25
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Re: Broadband issues

Here you go:

Downstream bonded channels

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

14027500003.540256 qam30
22027500004.340256 qam9
3210750000440256 qam10
4218750000440256 qam11
5226750000440256 qam12
62347500003.740256 qam13
72427500003.740256 qam14
82507500003.940256 qam15
9258750000440256 qam16
102667500004.440256 qam17
112747500004.440256 qam18
12282750000440256 qam19
13290750000440256 qam20
14298750000440256 qam21
153067500003.740256 qam22
163147500003.540256 qam23
173227500003.540256 qam24
183307500003.740256 qam25
193707500003.240256 qam26
203787500003.540256 qam27
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lotharmat
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Message 13 of 25
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Re: Broadband issues

Downstream power levels look fine from that! - I'm at a bit of a loss!

Hopefully VM staff should be able to spot something!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Nats19
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Message 14 of 25
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Re: Broadband issues

213867500003.540256qam28
223947500003.540256qam29
234107500003.740256qam31
244187500003.540256qam32



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Nats19
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Message 15 of 25
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Re: Broadband issues

Downstream bonded channels

1Locked40.9130
2Locked40.3200
3Locked40.380
4Locked40.370
5Locked40.3130
6Locked40.9140
7Locked40.390
8Locked40.9170
9Locked40.3250
10Locked40.9350
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Nats19
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Message 16 of 25
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Re: Broadband issues

Thank you so much for your help on this. It's very much appreciated. 

Do VM get in touch with me or do I need to send a separate message?

Nats

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jem101
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Message 17 of 25
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Helpful Answer

Re: Broadband issues

A member of the VM forum staff will eventually stumble bleary-eyed across this thread and respond to you in it. In the meantime, ideally we'd ask you if you can connect your laptop to the VM hub by a cable rather than using wifi, in that way we can get an idea if the issue is with the internet connection into the hub itself, or just with the wifi being transmitted from it - the steps to fix this are different depending on where the problem is.

If this isn't easily done, and I appreciate that few laptops now have ethernet ports and require the purchase of all sorts of weird and wonderful devices, in the meantime could you also get the upstream information from the hub along with the logs (these are in tabs in the same place as you got the downstream details from).

I suspect, and this is only a bit of speculation at this point, that you have a bad cable joint or damaged cable somewhere and it's killing your upstream connection, you'll need an engineer visit to check this and rectify.

If a member of the forum team hasn't responded by this evening, I'll escalate this thread for you and they should get to it by tomorrow.

John

Nats19
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Message 18 of 25
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Re: Broadband issues

Thank you this is also super helpful 😊👍🏽

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Zak_M
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Message 19 of 25
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Re: Broadband issues

Good morning @Nats19 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have been experiencing some issues with your services.

 

I have taken a look over you account and I can see that there is currently an open SNR issue effecting the area, the estimated fix time is 14/06/21 please note this time is only an estimate and might change due to the complexity of the issue. 

 

Kind regards,

Zak_M

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Nats19
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Message 20 of 25
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Re: Broadband issues

Hi Zak,

Thanks for your message. Ok, I'll keep an eye on everything this end, and if anything changes next week. Out of interest what's an SNR?

Thank you. 

Nats

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