Dropping connection

[ComeOnRichard]

Hello VM Community,

I'm reaching out due to persistent issues with my 1GB internet connection over the past 11 days. The service intermittently drops for periods ranging from 30 seconds to 3 hours, leading to unresponsive web pages and disrupted connectivity.

Upon examining my logs, I've noticed a significant number of errors. These problems began last week, coinciding with gas engineers conducting work on my street, including lifting covers near what I suspect are fiber cable locations. Since then, my internet performance has been poor. As someone who works from home, this unreliable connection is not only inconvenient but also potentially costly.

I've attempted to contact VM customer service, but navigating their system has been challenging, especially with the lack of direct options for support. Calls seem to funnel into payment options without a clear path to speak to a representative.

Here's a snippet from my router log, showing an unusual amount of critical errors. Despite performing a hard reset on my modem and double-checking all connections and devices, the issue persists. VM's online diagnostic tool indicates a local area fault, yet this status has remained unchanged for several days. Speed tests have shown drastic drops in performance, going as low as 14mb upload and 1.1mb download speeds.

I suspect the recent street work by the gas engineers might have inadvertently damaged the internet cables, given the timing of these issues. I'd greatly appreciate any assistance or guidance on how to resolve this frustrating situation.

Time      Priority  Description
06-12-2023 07:24:00  critical  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 07:22:43  critical  16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 07:22:43  critical  Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 06:31:10  critical  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 06:30:46  critical  Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 06:30:46  critical  16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 06:09:27  critical  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 06:08:47  critical  Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 06:08:47  critical  16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 06:04:21  critical  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 06:03:57  critical  Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 06:03:57  critical  16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 04:29:56  critical  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;
06-12-2023 04:19:06  notice  US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XXCM-QOS=1.1;CM-VER=3.1;

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	49600000	44.3	5120	QAM 16	1
1	43100000	44.3	5120	QAM 16	2
2	36600000	44.3	5120	QAM 16	3
3	30100000	44.3	5120	QAM 16	4
4	23600000	45.3	5120	QAM 16	9

3.0 Upstream channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
0	ATDMA	0	0	446	0
1	ATDMA	0	0	169	0
2	ATDMA	0	0	78	0
3	ATDMA	0	0	93	0
4	ATDMA	0	0	31	0
3.1 Upstream channels

Channel	Channel Width (MHz)	Power (dBmV)	FFT Type	Modulation
11	10.4	39.2	2K	QAM 256
3.1 Upstream channels

Channel	Channel Type	Number of Active Subcarriers	First Active Subcarrier (Hz)	T3 Timeouts	T4 Timeouts
11	OFDMA	208	74000000	1	0

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	5.8	39	QAM 256	1
2	147000000	5.8	39	QAM 256	2
3	155000000	5.9	40	QAM 256	3
4	163000000	5.9	40	QAM 256	4
5	171000000	6.1	40	QAM 256	5
6	179000000	6.4	40	QAM 256	6
7	187000000	6.5	40	QAM 256	7
8	195000000	6.7	41	QAM 256	8
9	203000000	6.6	40	QAM 256	9
10	211000000	6.8	41	QAM 256	10
11	219000000	6.7	41	QAM 256	11
12	227000000	6.5	41	QAM 256	12
13	235000000	6.4	41	QAM 256	13
14	243000000	6.2	41	QAM 256	14
15	251000000	6	41	QAM 256	15
16	259000000	5.7	41	QAM 256	16
17	267000000	5.4	41	QAM 256	17
18	275000000	6.2	41	QAM 256	18
19	283000000	6.8	41	QAM 256	19
20	291000000	7.1	41	QAM 256	20
21	299000000	7.1	41	QAM 256	21
22	307000000	7	41	QAM 256	22
23	315000000	7	41	QAM 256	23
24	323000000	7	42	QAM 256	24
25	331000000	6.7	42	QAM 256	25
26	339000000	6.8	41	QAM 256	26
27	347000000	7	42	QAM 256	27
28	355000000	7.1	41	QAM 256	28
29	363000000	7.2	41	QAM 256	29
30	371000000	7.2	41	QAM 256	30
31	379000000	7.1	41	QAM 256	31
3.0 Downstream channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	39	179	215
2	Locked	39	0	0
3	Locked	40	0	0
4	Locked	40	208	168
5	Locked	40	235	112
6	Locked	40	205	60
7	Locked	40	171	53
8	Locked	41	136	191
9	Locked	40	140	199
10	Locked	41	134	187
11	Locked	41	1	9
12	Locked	41	1	12
13	Locked	41	149	172
14	Locked	41	120	187
15	Locked	41	129	184
16	Locked	41	130	192
17	Locked	41	167	180
18	Locked	41	0	0
19	Locked	41	228	166
20	Locked	41	221	147
21	Locked	41	201	130
22	Locked	41	202	122
23	Locked	41	189	120
24	Locked	42	209	118
25	Locked	42	207	116
26	Locked	41	188	117
27	Locked	42	195	115
28	Locked	41	199	102
29	Locked	41	192	88
30	Locked	41	178	80
31	Locked	41	191	72
3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
33	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)
33	Locked	42	5.5	39786669	795

Cable Modem Status
Item	Status	Type
Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
Channel Overview	Downstream	Upstream
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

I have tested on multiple machines also and I beleve this is a VM network issue not anything ln my network or home. 

Best Regards

NotRichard 

[Matthew_ML]

Hey ComeOnRichard, thank you for reaching out and a warm welcome to the community I am so sorry to hear this.

I will send you a PM now to look into this 🙂 

[Cyclogenesis18]

How do report potential damage to Cables by SGN who are doing work in the local area?  Hopefully they have informed you of the damage to the pipes protecting your cables. I can provide location and photo

[Adduxi]

Please start your own thread.  Using another users thread will cause your enquiry to be missed.

[Client62]

Seeing the 5x 3.0 Upstream Channels de-rated from QAM 64 to QAM 16 means there is a noise problem between you and the street cabinet.   A matter for VM to resolve.