High Latency, packet drops and disconnection on WIRED and WIFI

[buchosmambo]

Hi I am with VM for over a year now and I am getting constant disconnections on my 1Gb broadband - both wired and wireless. Its getting to the point where playing online games is impossible not to mention that this poor service negatively affects our working from home as myself, my son and my wife getting regular disconnections during the google meets, teams and so on. 

Hub data below - I will also paste BQM graphs as these are showing regular packet losses. Can anyone look at these and let me know if there is anything of concern from the data and graphs pasted?

Cable Modem Status Item Status Comments Channel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

[buchosmambo]

Clearly something is wrong as I got an email feom you guys saying that you can not connect to the hub 5 to run the speed checks and therefore a replacement will be sent out soon. 

[buchosmambo]

Wouldnt be suprised if the issues I have are caused by wide opened cabinet exposed to rain and all sorts. Wasn't  able to take the photo as car parked in front but will take one later...... 

[Ashleigh_C]

Hi there @buchosmambo 

I have checked this on our side and I cannot see any issues that could be causing this, all specs appear to be as expected. 

I can see that the Hub was rebooted 3 days ago, can I ask how things have been since your last post? 

[buchosmambo]

Still the same - worst on Fridays. I filed official complaint and according to you guys you are unable to test the speeds on the Hub 5 that I have and are sending me a replacement (got this in writing from you) - apparently this order should be available in VM app which obviously is not ..... Im not wasting any of my time anymore on you lot...

[Ilyas_Y]

HI @buchosmambo thanks for reaching out to us via the forums. 👋🏼

I'm sorry to hear about the issues you've had with the connection overall.
I've had a look and I can't see any issues over the weekend, it shows that there is a good connection.
May I ask how it has been over the last few days?
Let us know.

Kind regards,
Ilyas.

[buchosmambo]

Whatever you are checking its giving you fakse imoression of this connection beeing good. Iast night I had few packet drops which effectively made my household offline. Checking the stats on Hub5 I now have few T3 timeouts since reboot. 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[David_Bn]

Thanks for coming back to us @buchosmambo.

I'd like to take a closer look into this for you.

Check out the purple envelope in the top right hand corner for a private message from me.

Kindest regards,

David_Bn

[buchosmambo]

I decided to update you all on my situation.... and no - its not any better - in fact is worst...

I had another visit from the VM Engineer last week. It was decided that some connector within the cabinet will be replaced and it was replaced. He also moved me to another I quote "tac" within the cabinet - Since then I have 1000s of post RS errors end my connection is worst then before. BQM is pretty much the same - often latency spikes and sometimes shows no connection at all (not red block) Obviously I am messaging via PM with VM advisors but al I get is can you reset the hub as its been a week since last reset bla bla....

All day today I am trying to connect to the online game on ps4 connected via cable and it takes on average 10 minutes to find the server....normally its constant....Teams and Google calls ar as poor as they were before 

This complaint is not handled correctly at all ..

I have letters from VM saying that the hub must be replaced as its faulty and that one has been shipped but no sign of the delivery.....at the same time VM support on here tells me that I dont need one.....

Is this normal????????

Downstream bonded channels

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

1	Locked	38	3847	635
2	Locked	37	457	48
3	Locked	37	7334	2659
4	Locked	37	41857	10326
5	Locked	37	41050	8102
6	Locked	37	41194	7389
7	Locked	37	39917	5575
8	Locked	37	273	48
9	Locked	37	39882	5277
10	Locked	37	39996	5361
11	Locked	37	38478	4263
12	Locked	37	37150	3398
13	Locked	38	36176	3148
14	Locked	38	35888	3033
15	Locked	38	34997	2623
16	Locked	38	32756	2058
17	Locked	38	29747	1509
18	Locked	38	26714	1216
19	Locked	38	25744	1189
20	Locked	38	23722	972
21	Locked	38	23614	972
22	Locked	38	22779	956
23	Locked	38	22254	898
24	Locked	38	20735	773
25	Locked	38	20936	802
26	Locked	38	20954	842
27	Locked	38	20603	853
28	Locked	38	21113	862
29	Locked	38	21667	878
30	Locked	38	21259	825
31	Locked	38	23077	987

[Ashleigh_C]

I'm so sorry to hear that you have faced these issues @buchosmambo 

Thank you for updating us and we are so sorry to hear that you are still experiencing issues. I can see that you are in a PM with a member of our team, please do keep speaking with them so they can look into this with you.

Thanks again

[buchosmambo]

Thats all my doing over past weeks...and all I get is pls reset the HUB - meanwhile its Friday and I just jumped on ps4 - and playing online is just useless...

Why do I have to keep resetting the HUB every few days? And why one of your departments keeps sending me letters and emails stating that they are unable to connect with my HUB 5 and are sending me replacement while you guys here keep claiming that everything is tip top ?