on 07-02-2023 15:36
Hi all,
since 30 Jan, on Hub 3, 250Mbs package, no wiring or any other changes (after having had perfect connection for ages):
- broadband connection comes & goes, some periods are bareable, but often it dies every literally every other minute. I have set up a BQM and recent pic is below.
- Hub3 every time logs what I exemplify below as recent logs;
I have logged a fault, I was treated to "improving services" message after that - and this morning SMS about everything being fine / fixed. It isn't, as illustrated below. Phone support has been surprisingly unhelpful, they read off the notes that some work in the area fixed all issues.
I just don't know what to do? please it has become unusable - this message was typed during 4 attempts.
Time Priority Description
07/02/2023 14:47:54 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:47:54 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:47:54 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:47:53 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:47:20 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:46:32 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:46:32 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:46:31 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:46:31 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:45:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:45:9 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:45:9 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:45:9 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:43:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:43:47 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:43:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:43:46 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:42:28 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:42:25 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/02/2023 14:42:25 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 07-02-2023 15:37
on 07-02-2023 15:40
argh, sorry sorry it didn't accept the full length, trying to add the other logs now:
1 | 49600000 | 37.5 | 5120 | 64 qam | 1 |
2 | 23600000 | 36 | 5120 | 64 qam | 5 |
3 | 36600000 | 37 | 5120 | 64 qam | 3 |
4 | 30100000 | 36.5 | 5120 | 64 qam | 4 |
5 | 43100000 | 37.3 | 5120 | 64 qam | 2 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 2 | 0 |
1 | 203000000 | 5 | 37 | 256 qam | 9 |
2 | 211000000 | 4.9 | 37 | 256 qam | 10 |
3 | 219000000 | 4 | 37 | 256 qam | 11 |
4 | 227000000 | 3.7 | 37 | 256 qam | 12 |
5 | 235000000 | 4 | 37 | 256 qam | 13 |
6 | 243000000 | 3.5 | 36 | 256 qam | 14 |
7 | 251000000 | 2.5 | 36 | 256 qam | 15 |
8 | 259000000 | 2.5 | 36 | 256 qam | 16 |
9 | 267000000 | 3.2 | 37 | 256 qam | 17 |
10 | 275000000 | 3.5 | 37 | 256 qam | 18 |
11 | 283000000 | 3.5 | 37 | 256 qam | 19 |
12 | 291000000 | 3.5 | 37 | 256 qam | 20 |
13 | 299000000 | 3.7 | 37 | 256 qam | 21 |
14 | 307000000 | 4 | 37 | 256 qam | 22 |
15 | 315000000 | 3.5 | 37 | 256 qam | 23 |
16 | 323000000 | 3.7 | 37 | 256 qam | 24 |
17 | 331000000 | 3.7 | 37 | 256 qam | 25 |
18 | 339000000 | 3.5 | 37 | 256 qam | 26 |
19 | 347000000 | 3.5 | 37 | 256 qam | 27 |
20 | 355000000 | 3.5 | 37 | 256 qam | 28 |
21 | 363000000 | 3.5 | 37 | 256 qam | 29 |
22 | 371000000 | 2.9 | 37 | 256 qam | 30 |
23 | 379000000 | 2.2 | 37 | 256 qam | 31 |
24 | 387000000 | 2 | 37 | 256 qam | 32 |
1 | Locked | 37.3 | 638 | 6899 |
2 | Locked | 37.6 | 639 | 7940 |
3 | Locked | 37.3 | 1102 | 4332 |
4 | Locked | 37.3 | 634 | 4884 |
5 | Locked | 37.3 | 640 | 7850 |
6 | Locked | 36.6 | 719 | 4391 |
7 | Locked | 36.6 | 1163 | 7100 |
8 | Locked | 36.6 | 1200 | 3871 |
9 | Locked | 37.3 | 1072 | 4268 |
10 | Locked | 37.3 | 946 | 4939 |
11 | Locked | 37.3 | 1035 | 4710 |
12 | Locked | 37.3 | 872 | 5061 |
13 | Locked | 37.3 | 538 | 4045 |
14 | Locked | 37.6 | 848 | 11124 |
15 | Locked | 37.6 | 1433 | 10608 |
16 | Locked | 37.3 | 1456 | 9748 |
17 | Locked | 37.6 | 1443 | 2670 |
18 | Locked | 37.6 | 1534 | 2635 |
19 | Locked | 37.6 | 1172 | 2964 |
20 | Locked | 37.3 | 1509 | 11005 |
21 | Locked | 37.6 | 1518 | 10610 |
22 | Locked | 37.6 | 1425 | 10400 |
23 | Locked | 37.3 | 1932 | 17167 |
24 | Locked | 37.3 | 947 | 10871 |
on 09-02-2023 15:56
Good Afternoon @disrupted, thanks for your post and very warm welcome to you! 😊
Sorry to hear of the recent broadband issues, can you possibly provide us with an update on how the services are currently performing?
Have you checked our Service Status Checker or called our Service Status Line 0800 561 0061 for an update on any outages we may be experiencing?
Kindest regards,
David_Bn
on 09-02-2023 21:39
Hi,
Well, whilst the automated fault phone line tells me there is a 'complex' problem in my area, it confirms intermittent continuing issues - also, phoning the fault team on a daily basis confirms there is an area issue, BUT the service checker website seems to be in a parallel Universe as it goes from "no issues" (whilst at the same time phone line says what I described) to area issues - then latter vanishes again, but with ZERO correlation with actual facts.
This has been the story from the start, automated line + fault team have been telling me they could see more than 800 disconnects in just one day, they could tell me a yet again moved estimate of fixing it (it;s been moving forever with no end in sight), BUT the website and app keep telling me no issues.
Since 30 January, with all my logs and quality monitor diagrams, being constantly faced with the total contradiction between several systems and the faul team's updates, I just don't know what to do any more - apart from running out of patience and leaving VM for good, after more than a decade of spotless internet service.
==> In short: it is still cutting out regularly, during some periods does this very often, this afternoon only few times per hour... but it is completely random, and everything at my end plus what the fault team confirmed shows network issues on VM side.
I just cannot get a time estimate, after almost 2 weeks, that will actually result in a working stable internet again.
on 10-02-2023 08:41
Dear @David_Bn
further to my earlier reply, it has become absolutely unusable overnight, this morning it cut out dozens of times in the past 40 minutes only.
Fault helpline is telling me still ongoing area issue, but both app and website status checker pages tell me everything is fine.
Is there ANY way of tracking this, a fault reference, and accurate status with fix estimates? (Latter, when I managed to get one, are just moving into the future and there is no end to this).
on 12-02-2023 12:07
Thanks for the reply on the forums @disrupted.
Sometimes the information doesn't match up on the service checker from what we have 😞
I will look in to this for you and assist you on this.
I will send a private message - watch out for the purple envelope inviting you in.
Kind regards,
Ilyas.
on 12-02-2023 12:12
Hi. I've been getting the same thing. No idea why. The service status does say some issues in my are but.....my iPadPro and iPhone are still getting the fastest 300mbs service ! It's only my MacBook Pro that keeps cutting out and when I do get a connection it's a relatively slow 30mps.
on 12-02-2023 15:11
@bhose wrote:Hi. I've been getting the same thing. No idea why. The service status does say some issues in my are but.....my iPadPro and iPhone are still getting the fastest 300mbs service ! It's only my MacBook Pro that keeps cutting out and when I do get a connection it's a relatively slow 30mps.
Likely a fault with your MacBook Pro test by wire.
on 12-02-2023 19:12
@Ilyas_Y thank you, I replied in private.
A public (and soon to be much more public) summary of the revealed & consistently recorded fundamental failures in VM processes, fault management, subcontractor management and communication issues are at the moment looking like this:
1. The most serious and raising very heavy questions about VM and their subcontractors doing network maintenance: several times same persistent area fault is closed as "fixed" while the fault is ongoing and continues for days.
a) When again area fault is flagged, the F-number of the fault ticket differs. Therefore somebody created new ticket instead of reopening and tracking previous one - also, when closing it, did not perform tests that would have clearly shown the continued fault.
When one night they did this for the Nth time, at the very time the "fixed" news came, there were so frequent disruptions that 1 minute (!) of pings would have shown anybody if tried.
==> Based on captured data, either subcontractors are deliberately doing this & lying to VM (and ultimately customers), or they are this incompetent and the process allows this farce to take place without any accountability.
2. Customer reports of fault, recorded over days and relentlessly occurring, can be contradicted by VM system that lags behind sometimes by hours or even days, whilst at the same time another VM system can state unreal and/or contradictory infomation about very same issue at the exact same time.
For example, status check site vs. fault helpline postcode-based status check vs. fault team.
This eminently shows total lack of communication & synchronisation of tools, databases, humans - when it comes to systematic and process-based tracking of the same fault over time.
3. If/when constantly present fault (shown by ping statistics & Hub logs) is eventually escalated to an area fault, the above absurd contradictions can continue for hours and days, until all information aligns.
Again, total chaos and lack of processes and/or gross incompetence in applying them.
4. Overseas, out of UK office hours fault team staff has virtually no visibility on account holder's key information & history related to the continually reported, reopened, escalated fault. They do not even see e.g. ping statistics that UK team immediately confirms to customer about thousands of disconnects and area faults as root causes.
This leads to completely absurd conversations and futile attempts to have a consistent timeline with tracking of the same fault over time.
5. Overseas fault team's competence in understanding elementary aspects is basically zero (e.g. network SNR-induced sync losses, PostRS error stats etc.). They claim they cannot even see ping statistics or previous fault ticket F-numbers (see previous point). They go through script, despite area fault (!) asking customer to factory reset and/or power cycle the router.
This gross incompetence and/or lack of care/involvement with information provided by customer leads to e.g. several times booking technician (for an area fault!!!!) that is soon after (rightly) cancelled by VM system or persons with reason given via app notification: area fault, not individual connection issue - so obviously pointless technician booking.
6. There is no way for customer to connect the dots via fault reference number - not even VM staff can connect the entire history that goes on for weeks as one continuous fault record.
Different people via calls rerouted from different teams are handling everything from zero, with a few exceptions (e.g. UK fault team, when reachable). Also, formal complaints are created without a systematic custody chain and contactability from customer's end.
This is something I at least in my entire professional life in related sector have not seen in any organisation. It is beyond absurd, and after tracking a fault since 30 January, and having raised it as a eminent network issue since 4 Feb, I cannot find any civilised term to describe VM internal processes and fault management.