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Mikey1231
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Intemitant broadband. Need an engineer

I am having a constant battle with bad broadband connection, signal is intermitant and its now impossible to have a stable wfh day. It is beyond frustrating trying to talk to anyone from VM, no actual person. Its been going on for 6 months+. Anyone else experiencing constant braodband dropout? Need a VM engineer to either fix my local broadband equipment or fix issues external. 

Latest test:

Screenshot_20210812-091941_(1).png

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japitts
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Message 2 of 16
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Re: Intemitant broadband. Need an engineer

Do you have a BQM running? Please post a link to your live graph if you do, and set one up if you don't.

Also let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Mikey1231
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Message 3 of 16
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Re: Intemitant broadband. Need an engineer

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Mikey1231
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Re: Intemitant broadband. Need an engineer

Downstream 

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

12030000001.240256 qam9
2211000000140256 qam10
3219000000140256 qam11
42270000000.740256 qam12
52350000000.740256 qam13
62430000000.540256 qam14
72510000000.740256 qam15
82590000000.540256 qam16
92670000000.540256 qam17
102750000000.240256 qam18
112830000000.240256 qam19
12291000000040256 qam20
13299000000040256 qam21
14307000000-0.240256 qam22
15315000000-0.540256 qam23
16323000000-0.740256 qam24
17331000000-0.740256 qam25
18339000000-140256 qam26
19347000000-1.240256 qam27
20355000000-1.240256 qam28
21363000000-1.240256 qam29
22371000000-1.240256 qam30
23379000000-1.240256 qam31
24387000000-1.440256 qam32


Downstream bonded channels

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

1Locked40.9186025211816
2Locked40.9160551165252
3Locked40.9149320177957
4Locked40.9149213190526
5Locked40.3149820196313
6Locked40.3142226199689
7Locked40.3129997206948
8Locked40.9118268277030
9Locked40.3110049271165
10Locked40.9105783251058
11Locked40.3102528261253
12Locked40.3110922253346
13Locked40.397402207230
14Locked40.998286216725
15Locked40.377099205222
16Locked40.374650215017
17Locked40.988074233487
18Locked40.380040265769
19Locked40.374648238696
20Locked40.372885246235
21Locked40.974006235074
22Locked40.971822247848
23Locked40.3106458299923
24Locked40.965869250434

 

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Mikey1231
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Message 5 of 16
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Re: Intemitant broadband. Need an engineer

Upstream bonded channels

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

13940000048.2512016 qam4
24620000048.5512032 qam3
35370000049512016 qam2
46030001949512016 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00930
2ATDMA003420
3ATDMA003690
4ATDMA004400
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Mikey1231
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Re: Intemitant broadband. Need an engineer

 

12/08/2021 09:10:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 09:10:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 09:00:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 09:00:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 09:00:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 09:00:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Message 7 of 16
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Re: Intemitant broadband. Need an engineer

Good lord! - That BQM is horrendous!

What are the Upstream stats looking like!

Power levels and SNR for D/S look fine!

But all this will be down to the wider SNR problem! (the interference)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Mikey1231
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Message 8 of 16
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Re: Intemitant broadband. Need an engineer

Heya,

Yep the BQM is terrible and has been that way for months. Posted the Upstream stats above. I am on a Hub 3 btw, but pretty sure the interference is an external problem, not to do with my hardware. But currently only able to do 10 minutes of work before things cut out. Impossible task trying to contact anyone at VM to try and fix it or get an engineer out. 

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lotharmat
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Message 9 of 16
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Re: Intemitant broadband. Need an engineer

If they are working on a wider issue; they won't send an engineer to your property!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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jbrennand
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Message 10 of 16
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Re: Intemitant broadband. Need an engineer

Try calling the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

See what it says about estimated fix date

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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