Drop to 0.0 upload speed for the past month

[manytentacles]

Hello. 

Since the start of August we've been seeing a drop in upload speed from ~100MBps to 0.0, sometimes maybe 1. VM sent out an engineer, re-pulled our cable and yet the issue persists. A family member in the area said they experience the same thing and then finally VM said it was an area SNR issue and they would fix it.

When the 2 week fix date came it did get sorted, but within a week it was back. Then a fix for 2-3 days and then it was back. I've called them every time and had responses from 'we will log the call' to sending me unwanted and unneeded equipment. I've said many times that it is the same issue as before and there are other people in the area getting the same problem, but the customer 'service' don't seem to be able to think beyond the script.

I'm getting a little tired of having to start the same conversation over and over with the call centre as I just want to continue with the original fault that obviously hasn't been fixed. It's super frustrating. 

you can see from the BQM (they are all like this) that it starts regular between 4 and 6pm and lasts into the night.

Is anyone able to advise or someone from VM able to contact me about this particular issue so I don't have to log this as if it's not been going on for a month?

cheers

this is a link to the BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/de86296c988c85da62864f7379703f267a...

 https://www.thinkbroadband.com/broadband/monitoring/quality/share/8c494d8da954c626bd8d7a836dbead11b4... 

3.0 Upstream channels

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

0	49600000	48	5120	QAM 16	1
1	43100000	47	5120	QAM 16	2
2	36600000	46	5120	QAM 16	3
3	30100000	45.5	5120	QAM 16	4
4	23600000	44.3	5120	QAM 16	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	6074	87	0
1	ATDMA	0	6074	83	0
2	ATDMA	0	6074	84	0
3	ATDMA	0	6074	128	0
4	ATDMA	0	6074	87	0

3.1 Upstream channels

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

10

10.4

43.5

2K

QAM 256

3.1 Upstream channels

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

10

OFDMA

208

74000000

17908

0

3.0 Downstream channels

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

1	499000000	2.9	39	QAM 256	12
2	411000000	3.5	39	QAM 256	1
3	419000000	2.9	39	QAM 256	2
4	427000000	2.7	39	QAM 256	3
5	435000000	2.8	39	QAM 256	4
6	443000000	2.6	39	QAM 256	5
7	451000000	2.9	39	QAM 256	6
8	459000000	2.5	39	QAM 256	7
9	467000000	2.7	39	QAM 256	8
10	475000000	2.4	39	QAM 256	9
11	483000000	2.7	39	QAM 256	10
12	491000000	2.6	39	QAM 256	11
13	507000000	3.1	39	QAM 256	13
14	515000000	3.3	39	QAM 256	14
15	523000000	3.6	39	QAM 256	15
16	531000000	4	39	QAM 256	16
17	539000000	4.3	40	QAM 256	17
18	547000000	4.7	40	QAM 256	18
19	555000000	4.7	40	QAM 256	19
20	563000000	4.7	40	QAM 256	20
21	571000000	4.4	40	QAM 256	21
22	579000000	4.3	40	QAM 256	22
23	587000000	3.9	40	QAM 256	23
24	595000000	3.8	40	QAM 256	24
25	603000000	3.3	40	QAM 256	25
26	611000000	3.2	40	QAM 256	26
27	619000000	2.5	39	QAM 256	27
28	627000000	2.6	39	QAM 256	28
29	635000000	2.4	39	QAM 256	29
30	643000000	2.5	39	QAM 256	30
31	651000000	2.4	39	QAM 256	31

3.0 Downstream channels

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

1	Locked	39	154	0
2	Locked	39	200	0
3	Locked	39	195	0
4	Locked	39	186	0
5	Locked	39	166	0
6	Locked	39	180	0
7	Locked	39	172	0
8	Locked	39	218	0
9	Locked	39	188	0
10	Locked	39	227	0
11	Locked	39	189	0
12	Locked	39	181	0
13	Locked	39	140	0
14	Locked	39	136	0
15	Locked	39	113	0
16	Locked	39	114	0
17	Locked	40	55	0
18	Locked	40	46	0
19	Locked	40	64	0
20	Locked	40	62	0
21	Locked	40	55	0
22	Locked	40	101	0
23	Locked	40	102	0
24	Locked	40	103	0
25	Locked	40	164	0
26	Locked	40	174	0
27	Locked	39	243	0
28	Locked	39	228	0
29	Locked	39	257	0
30	Locked	39	259	0
31	Locked	39	244	0

3.1 Downstream channels

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

37

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

37

Locked

39

0.4

2943049382

1543198

[Beth_G]

The ticket number for this outage is F011468264 😊

[Sephiroth]

Thanks, Beth.   For the benefit of the user, obviously P1 is highest priority and gains management attention. This priority is typically assigned to large scale outages.  P1s also arise when P2s have passed their resolution target time - or so it should be in any good service organisation.  P1s should be resolved within a certain number of hours, in my experience less than 4 - but I don't know VM's policy on this.

P2 sits behind P1 and gains top attention when there are no P1s outstanding.  But they are also worked on if the resources used by P1s don't affect P2s.  In my experience, P2s need resolution within 8 hours and should be worked on within 2 hours of ticket issue.

P3 tickets are supposed to be of a more 'routine' nature, requiring a response within same day or next morning and resolution within 24 hours depending on policy.

SNR issues, as I've stated, are notoriously difficult to pinpoint, requiring special tools and methods for tracking the source down over a potentially wide area and often out of office hours.  In other words, resolution time is indeterminate - yet a priority must be assigned.  It can't be P1/P2 because of the strict resolution targets; it can't be P4 which is the bottom of the pile because it is an area fault.

What I've said won't get it resolved any faster, but it might help knowing how the problem system is supposed to work.