Intemitant broadband. Need an engineer

[Mikey1231]

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:

 

[japitts]

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.

[Mikey1231]

Heya,

This is a link to todays BQM (basically always like this) 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e5b9c0aa9e74a1809ca931643bd8c8a6bd...

[Mikey1231]

Downstream 

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

1	203000000	1.2	40	256 qam	9
2	211000000	1	40	256 qam	10
3	219000000	1	40	256 qam	11
4	227000000	0.7	40	256 qam	12
5	235000000	0.7	40	256 qam	13
6	243000000	0.5	40	256 qam	14
7	251000000	0.7	40	256 qam	15
8	259000000	0.5	40	256 qam	16
9	267000000	0.5	40	256 qam	17
10	275000000	0.2	40	256 qam	18
11	283000000	0.2	40	256 qam	19
12	291000000	0	40	256 qam	20
13	299000000	0	40	256 qam	21
14	307000000	-0.2	40	256 qam	22
15	315000000	-0.5	40	256 qam	23
16	323000000	-0.7	40	256 qam	24
17	331000000	-0.7	40	256 qam	25
18	339000000	-1	40	256 qam	26
19	347000000	-1.2	40	256 qam	27
20	355000000	-1.2	40	256 qam	28
21	363000000	-1.2	40	256 qam	29
22	371000000	-1.2	40	256 qam	30
23	379000000	-1.2	40	256 qam	31
24	387000000	-1.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	186025	211816
2	Locked	40.9	160551	165252
3	Locked	40.9	149320	177957
4	Locked	40.9	149213	190526
5	Locked	40.3	149820	196313
6	Locked	40.3	142226	199689
7	Locked	40.3	129997	206948
8	Locked	40.9	118268	277030
9	Locked	40.3	110049	271165
10	Locked	40.9	105783	251058
11	Locked	40.3	102528	261253
12	Locked	40.3	110922	253346
13	Locked	40.3	97402	207230
14	Locked	40.9	98286	216725
15	Locked	40.3	77099	205222
16	Locked	40.3	74650	215017
17	Locked	40.9	88074	233487
18	Locked	40.3	80040	265769
19	Locked	40.3	74648	238696
20	Locked	40.3	72885	246235
21	Locked	40.9	74006	235074
22	Locked	40.9	71822	247848
23	Locked	40.3	106458	299923
24	Locked	40.9	65869	250434

[Mikey1231]

Upstream bonded channels

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

1	39400000	48.2	5120	16 qam	4
2	46200000	48.5	5120	32 qam	3
3	53700000	49	5120	16 qam	2
4	60300019	49	5120	16 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	93	0
2	ATDMA	0	0	342	0
3	ATDMA	0	0	369	0
4	ATDMA	0	0	440	0

[Mikey1231]

12/08/2021 09:10:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 09:10:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 09:00:25	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 09:00:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 09:00:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 09:00:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

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)

[Mikey1231]

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. 

[lotharmat]

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

[jbrennand]

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