Daily multiple disconnections

[denizen]

3 complaints raised, one disappeared, another one closed without any promised contact.

Daily and multiple disconnections noticed regularly since March 2023.

Ethernet connection.

BQM link:

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/4f61b29467d64e49908827757a5120c2d1f07f6f]My Broadband Ping[/url]

[denizen]

Downstream levels 

3.0 Downstream channels

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

26	338750000	-0.1	37.6	QAM256	26
1	138750000	5.7	37.6	QAM256	1
2	146750000	5.1	37.6	QAM256	2
3	154750000	5.2	38.6	QAM256	3
4	162750000	4.7	37.6	QAM256	4
5	170750000	4	37.4	QAM256	5
6	178750000	3.5	37.4	QAM256	6
7	186750000	3.6	37.6	QAM256	7
8	194750000	3.3	37.6	QAM256	8
9	202750000	3.3	37.6	QAM256	9
10	210750000	3.4	37.6	QAM256	10
11	218750000	3.5	38.6	QAM256	11
12	226750000	3.5	38.6	QAM256	12
13	234750000	3.2	37.6	QAM256	13
14	242750000	3.4	37.6	QAM256	14
15	250750000	3.5	37.4	QAM256	15
16	258750000	3.6	37.6	QAM256	16
17	266750000	3.2	37.6	QAM256	17
18	274750000	2.9	38.6	QAM256	18
19	282750000	2.3	37.6	QAM256	19
20	290750000	2	37.6	QAM256	20
21	298750000	1.5	37.6	QAM256	21
22	306750000	1.2	37.6	QAM256	22
23	314750000	0.8	37.6	QAM256	23
24	322750000	0.3	37.6	QAM256	24
25	330750000	-0.2	37.6	QAM256	25
27	346750000	0	37.4	QAM256	27
28	354750000	-0.1	37.4	QAM256	28
29	362750000	0	37.4	QAM256	29
30	370750000	0	37.4	QAM256	30
31	378750000	-0.3	36.6	QAM256	31

3.0 Downstream channels

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

26	Locked	37.636276	0	0
1	Locked	37.636276	0	0
2	Locked	37.636276	0	0
3	Locked	38.605377	0	0
4	Locked	37.636276	0	0
5	Locked	37.355988	0	0
6	Locked	37.355988	0	0
7	Locked	37.636276	0	0
8	Locked	37.636276	0	0
9	Locked	37.636276	0	0
10	Locked	37.636276	0	0
11	Locked	38.605377	0	0
12	Locked	38.605377	0	0
13	Locked	37.636276	0	0
14	Locked	37.636276	0	0
15	Locked	37.355988	0	0
16	Locked	37.636276	0	0
17	Locked	37.636276	0	0
18	Locked	38.605377	0	0
19	Locked	37.636276	0	0
20	Locked	37.636276	0	0
21	Locked	37.636276	0	0
22	Locked	37.636276	0	0
23	Locked	37.636276	0	0
24	Locked	37.636276	0	0
25	Locked	37.636276	0	0
27	Locked	37.355988	0	0
28	Locked	37.355988	0	0
29	Locked	37.355988	0	0
30	Locked	37.355988	0	0
31	Locked	36.609653	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

37

-5

1286024345

2894

[denizen]

Upstream levels

3.0 Upstream channels

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

1	43100000	41	5120 KSym/sec	QAM64	2
2	23600000	38.5	5120 KSym/sec	QAM64	5
3	30100000	39.5	5120 KSym/sec	QAM64	4
4	36600000	40	5120 KSym/sec	QAM64	3
5	49600000	41.5	5120 KSym/sec	QAM64	1

3.0 Upstream 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
5	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

37.0

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

4

0

[denizen]

Network log today - 

Time Priority Description

Sat 30/12/2023 15:58:55	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 30/12/2023 15:27:40	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 30/12/2023 14:49:08	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 30/12/2023 11:47:39	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 30/12/2023 07:16:55	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 30/12/2023 04:00:53	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[legacy1]

BQM to hub shows mostly fine but then this is not over Ethernet so maybe your PC needs reinstalling.

Or you can use hub in modem mode with the PC allowing inbound ICMP remote IP 80.249.99.164 by firewall on a new BQM to show the problem over night

[jbrennand]

Not much I can see in there, only one main issue on the BQM at ~4.30.

What devices are you connecting on ethernet cables directly to the Hub3 and what are you connecting on the wifi?  Do you see the same effects on both simultaneously? 

What Hub model is it and what are the various Hub lights showing/doing when this happens - is the base light a steady white(ish) or flashing green or something else?

Finally,what have VM said to you regarding your connection issues and complaints and have you checked for "known issues" on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

[denizen]

Just my PC connected via ethernet. 

No known outage in my area.

VM have been completely unhelpful, promising call backs from managers when their outsourced call centre script reading can't help. 

I've had no call backs and have had complaints disappear. 

The issue I see is always on my ethernet connection. I have tried many different cables, all coax connections are snug, i've had one engineer round who tbh looked like he couldn't he **bleep** to be here and said nothing wrong here. 

[Kain_W]

Many apologies for any issues faced denizen,

Just from checking our system I can see our team has recently been in contact assessing the situation.

Do let us know if the service does improve.

Regards,

[denizen]

Thanks. I have the hub 5 arriving today to test.
I will update, hopefully with positive news.

[Vikki_M]

Hi denizen

Thank you for the update.

Please do let us know if the new Hub has improved things.

Please pop back to us when you can.