Constant connection dropouts on both Ethernet and Wifi

[Wymer]

Since Wednesday there have been contestant dropouts, usually in the evening but have also been disconnecting all morning (06/06/2021) also.

Not sure what to post, but below are some stats.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	139000000	12	40	256 qam	1
2	147000000	12.1	40	256 qam	2
3	155000000	12	40	256 qam	3
4	163000000	12	40	256 qam	4
5	171000000	11.5	40	256 qam	5
6	179000000	11.5	40	256 qam	6
7	187000000	11.5	40	256 qam	7
8	195000000	11.6	40	256 qam	8
9	203000000	11.5	40	256 qam	9
10	211000000	11.4	40	256 qam	10
11	219000000	11.5	40	256 qam	11
12	227000000	11.3	40	256 qam	12
13	235000000	11.5	40	256 qam	13
14	243000000	11	40	256 qam	14
15	251000000	11.1	40	256 qam	15
16	259000000	9.9	40	256 qam	16
17	267000000	10	40	256 qam	17
18	275000000	10.4	40	256 qam	18
19	283000000	11.5	40	256 qam	19
20	291000000	11.4	40	256 qam	20
21	299000000	12.1	40	256 qam	21
22	307000000	12	40	256 qam	22
23	315000000	12.5	40	256 qam	23
24	323000000	12.3	38	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	4562	9662
2	Locked	40.3	4549	11779
3	Locked	40.3	4263	10632
4	Locked	40.3	3917	8978
5	Locked	40.9	3799	10668
6	Locked	40.3	3870	9566
7	Locked	40.9	3693	5806
8	Locked	40.3	2998	7394
9	Locked	40.9	2969	10807
10	Locked	40.3	3150	11589
11	Locked	40.9	2991	9902
12	Locked	40.3	2910	6300
13	Locked	40.3	2923	6026
14	Locked	40.9	2844	5820
15	Locked	40.3	2861	4720
16	Locked	40.3	2555	3918
17	Locked	40.3	2464	4605
18	Locked	40.3	2448	5025
19	Locked	40.9	2480	4002
20	Locked	40.3	2256	3732
21	Locked	40.9	2247	3130
22	Locked	40.3	2063	4328
23	Locked	40.3	2198	4437
24	Locked	38.9	2191	3802

Upstream bonded channels

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

1	60300000	45.5	5120	64 qam	1
2	46200000	45.3	5120	64 qam	3
3	39400000	45.5	5120	64 qam	4
4	53700000	45.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Service status, number and website both say everything is ok in my area. Any ideas?

[lotharmat]

I think at this point:

Only way out of this is to complain to CISAS:

The process is as follows:

You have already complained to the company in the first instance
At least eight weeks have passed since you first complained to them or you have received a deadlock/ ADR letter
Your complaint is not in relation to fraud, property damage, discrimination or data protection
Your complaint is not the subject of court action and does not exceed £10,000.
You understand that it is your responsibility to ensure you have read the Scheme Rules, Guidance notes for customers and process guide (documents available at https://www.cedr.com/consumer/cisas/)

Your complaint to VM would be that they are unable to supply services in a competent manner by being unable to remedy the poor connection

The legal basis of your claim is that under the Consumer Rights Act 2015, VM have a duty to provide their service with reasonable skill and care - Not being able to fix a connection would fall outside of this!

The resolution you want is to be allowed to leave without financial penalty - VM will disagree and you will have a deadlock - then you go to CISAS

[Ashleigh_C]

Hi there @Wymer

I'm so sorry to see this issue has been ongoing and that the telephone agent shave not been able to advise further on this. I have contacted the Area Field Manager for you to see if there is anything further we can suggest to get this rectified! 

I will update you as soon as I have a response. 

Thank you. 

[Wymer]

Thank you! 

I just want to know if it can even be fixed, just because the issue has been going on for quite a while now

If not, that is fine, I'd rather just be told, so I can get another connection sorted.

[Ashleigh_C]

Hi again @Wymer 

I have had a response from the area field manager who has suggested we book in for an appointment with a senior engineer to see what they can advise. 

I'm going to send you a PM now so we can discuss this, please keep an eye out for the purple envelope in the top right corner alerting you to a new message. 

Thank you.