on 28-01-2021 18:34
Despite rebooting several times this error is always returned when conducting the diagnostics. Despite ethernet connection to router continually receive weak signal strength when on Teams/Skype or Zoom. Can't get through to VM CS so can someone please throw some light on what to do to resolve - even if that means buying other Router/MESH equipment.
Logs from Router below:
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 331000000 | Locked |
Ranged Upstream Channel (Hz) | 46200000 | Locked |
Provisioning State | Online |
1 | 331000000 | 6.6 | 38 | 256 qam | 25 |
2 | 203000000 | 5.1 | 38 | 256 qam | 9 |
3 | 211000000 | 5 | 38 | 256 qam | 10 |
4 | 219000000 | 5 | 38 | 256 qam | 11 |
5 | 227000000 | 4.9 | 38 | 256 qam | 12 |
6 | 235000000 | 5 | 38 | 256 qam | 13 |
7 | 243000000 | 5 | 38 | 256 qam | 14 |
8 | 251000000 | 5 | 38 | 256 qam | 15 |
9 | 259000000 | 5 | 38 | 256 qam | 16 |
10 | 267000000 | 5.1 | 38 | 256 qam | 17 |
11 | 275000000 | 5.3 | 38 | 256 qam | 18 |
12 | 283000000 | 5.5 | 38 | 256 qam | 19 |
13 | 291000000 | 5.8 | 38 | 256 qam | 20 |
14 | 299000000 | 6.1 | 38 | 256 qam | 21 |
15 | 307000000 | 6.1 | 38 | 256 qam | 22 |
16 | 315000000 | 6.5 | 38 | 256 qam | 23 |
17 | 323000000 | 6.3 | 38 | 256 qam | 24 |
18 | 371000000 | 6.8 | 40 | 256 qam | 26 |
19 | 379000000 | 6.9 | 38 | 256 qam | 27 |
20 | 387000000 | 6.4 | 40 | 256 qam | 28 |
21 | 395000000 | 6.5 | 40 | 256 qam | 29 |
22 | 403000000 | 6.5 | 40 | 256 qam | 30 |
23 | 411000000 | 6.8 | 38 | 256 qam | 31 |
24 | 419000000 | 6.8 | 38 | 256 qam | 32 |
1 | Locked | 38.9 | 249 | 0 |
2 | Locked | 38.9 | 147 | 0 |
3 | Locked | 38.6 | 142 | 0 |
4 | Locked | 38.9 | 139 | 0 |
5 | Locked | 38.6 | 170 | 0 |
6 | Locked | 38.6 | 159 | 0 |
7 | Locked | 38.6 | 191 | 0 |
8 | Locked | 38.6 | 219 | 0 |
9 | Locked | 38.6 | 186 | 0 |
10 | Locked | 38.9 | 207 | 0 |
11 | Locked | 38.6 | 190 | 0 |
12 | Locked | 38.9 | 232 | 0 |
13 | Locked | 38.6 | 245 | 0 |
14 | Locked | 38.6 | 279 | 0 |
15 | Locked | 38.6 | 297 | 0 |
16 | Locked | 38.6 | 287 | 0 |
17 | Locked | 38.9 | 346 | 0 |
18 | Locked | 40.3 | 288 | 0 |
19 | Locked | 38.9 | 384 | 0 |
20 | Locked | 40.3 | 390 | 0 |
21 | Locked | 40.3 | 489 | 13 |
22 | Locked | 40.3 | 476 | 0 |
23 | Locked | 38.9 | 495 | 0 |
24 | Locked | 38.6 | 552 | 0 |
1 | 46200000 | 42 | 5120 | 64 qam | 1 |
2 | 25800000 | 39.5 | 5120 | 64 qam | 4 |
3 | 32600000 | 40 | 5120 | 64 qam | 3 |
4 | 39400000 | 40.5 | 5120 | 64 qam | 2 |
Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 19 | 0 |
2 | ATDMA | 0 | 0 | 31 | 0 |
3 | ATDMA | 0 | 0 | 5 | 0 |
4 | ATDMA | 0 | 0 | 2 | 0 |
Answered! Go to Answer
on 29-01-2021 19:13
Hi YabbaDabbaDo,
Welcome to the Community Forums, thank you for taking the time to post here.
I'm sorry to see you've been having a lot of problems with your broadband service and haven't been able to get many answers as to what's causing the issues.
As jbrennand has correctly pointed out, this is a case of network congestion. I've had a look at your account and can see that our network teams are aware of this and the issue is estimated to be resolved by 11th February.
We're sorry for the inconvenience caused in the meantime and we appreciate your patience whilst we work on a fix.
Please don't hesitate to get back in touch if you have any other questions or need anything else.
Beth
on 13-05-2021 19:45
Dealing with those in turn:
a) any certainty that the delay date were ever to materialise (albeit some 3 months away)
No certainty. VM spend tens of millions of pounds each year increasing capacity, but you wouldn't know that from this forum, and that's largely because VM's modus operandi is to over promise and under deliver. Behind the scenes, the "fix date" for an over-utilisation fault isn't that, it is a "review date", meaning that in some/many instances the company has a date to offer customers, but no work is done, and they hope that the problem goes away. And by problem, I suspect they mean unhappy customers. In the majority of over-utilisation instances reported here, there are multiple missed dates, and as each new one becomes due, the date gets pushed back (one of many examples). Forum staff can't see behind the scenes to view any prior history of made up dates, nor can they see if there's any real plan to fix things, and they are unfortunately pig-in-the-middle between frustrated customers and the forces of corporate idiocy who have this policy of made up dates.
b) any confidence that when/if it does get stated as completed this would be noticeable from my end
If VM actually chose to invest the considerable resources needed to address an over-utilisation problem, yes, you would see a night and day difference. The company know full well what causes over-utilisation, and they know full well how to resolve it, and sometimes they even do that. Trouble is that there's a longer list of capacity issues than there is either budget or skills to fix (and in some areas, as soon as its fixed, they simply sell more contracts and repeat the problem). No matter how firmly VM assurance you of an imminent fix, the evidence is that those promises cannot be relied on as per link above.
c) the option to buy additional equipment (not sure what?) and switching the Hub3 into modem mode may resolve the issue without a) or b); or
No point, a better router or mesh system solves wireless problems, won't make a blind bit of difference to a capacity constraint on the local coax network, I'm afraid.
d) change ISP provider as you suggest - any recommendation?
I hold Zen Internet in high regard, but AAISP, Aquiss, CIX, IDNet and uno all have excellent customer ratings. Avoid the big ISPs, they all use Openreach, but there's a huge gulf between different companies ability to get the best from Openreach. Light reading on the topic. If you're still in a fixed term contract you may have to have some firm discussions with VM to force them to release you without penalty. Happy to advise on that if needed.
on 28-01-2021 18:46
and think broadband BQM Graph
on 29-01-2021 13:59
and today !?!?
Would be good if a "Moderator' could answer this please as would appear to be the case for more recent posts ...
on 29-01-2021 17:53
Every time!?!?
What is the point of a diagnostic tool that tells you a problem exists but no option to report it or find help towards solving what that is. Equally what is the point of a forum that also appears to offer no assistance. VM you're knocking it out of the park of late - loads of threads are saying the same!?!?
on 29-01-2021 18:52
on 29-01-2021 18:56
on 29-01-2021 19:13
Hi YabbaDabbaDo,
Welcome to the Community Forums, thank you for taking the time to post here.
I'm sorry to see you've been having a lot of problems with your broadband service and haven't been able to get many answers as to what's causing the issues.
As jbrennand has correctly pointed out, this is a case of network congestion. I've had a look at your account and can see that our network teams are aware of this and the issue is estimated to be resolved by 11th February.
We're sorry for the inconvenience caused in the meantime and we appreciate your patience whilst we work on a fix.
Please don't hesitate to get back in touch if you have any other questions or need anything else.
Beth
on 30-01-2021 09:24
John (jbrennand) many thanks for your assistance, very much appreciated.
Beth (Beth_G) thanks for the confirmation that an issue does exist with congestion and that VM engineers were aware!
What I do not understand is that when checking service status from here it says all is good and if using the diagnostics or the seemingly useless app also, it says it isn't. And yet there was an issue which the supplier (VM) knew of but was not advising the customer. I'm not shooting the messenger but sure an improvement could be made to bridge such issues.
Beth_G - how will I know if/when the issue is fixed. Jut keep checking post 11-Feb or will there be any notification of when it is actually addressed please?
Thanks both, much appreciated.
on 30-01-2021 09:39
Is it purely coincidental that just after confirming the congestion issue the ability to Ping and trace the congestion through thinkbroadband appears to have been stopped/blocked on my Hub3/router!
on 30-01-2021 12:28
Hi Yabbadabbado, thanks for the message. We have checked the area and have found that there is a fault for congestion. The fault reference number for this is F008756539 and is estimated to be fixed on the 11th February 2021 - Chris