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Intermittant Broadband

Apparelyzed
Tuning in

Hi all,

Over the last week my broadband connection has been dropping out. The Virgin area status checker say's there are no known issues in my area. Here are my router logs, anything look amiss?

Downstream bonded channels

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

12270000000.540256 qam12
21390000000.440256 qam1
31470000000.240256 qam2
41550000000.240256 qam3
51630000000.440256 qam4
61710000000.240256 qam5
71790000000.240256 qam6
81870000000.240256 qam7
91950000000.440256 qam8
102030000000.540256 qam9
112110000000.440256 qam10
122190000000.440256 qam11
132350000000.540256 qam13
142430000000.440256 qam14
152510000000.240256 qam15
162590000000.540256 qam16
172670000000.540256 qam17
182750000000.440256 qam18
192830000000.240256 qam19
202910000000.240256 qam20
212990000000.440256 qam21
223070000000.440256 qam22
233150000000.440256 qam23
243230000000.240256 qam24



Downstream bonded channels

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

1Locked40.960
2Locked40.340
3Locked40.360
4Locked40.360
5Locked40.940
6Locked40.960
7Locked40.350
8Locked40.350
9Locked40.350
10Locked40.350
11Locked40.360
12Locked40.350
13Locked40.340
14Locked40.350
15Locked40.300
16Locked40.300
17Locked40.340
18Locked40.950
19Locked40.360
20Locked40.350
21Locked40.350
22Locked40.950
23Locked40.940
24Locked40.360

Upstream bonded channels

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

13659996651512064 qam3
22360000051512064 qam5
33009996151512064 qam4
44310001251512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description

18/08/2023 20:33:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 12:41:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 10:52:59noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/08/2023 10:52:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2023 07:54:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2023 22:52:59noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2023 22:52:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/08/2023 14:16:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/08/2023 10:52:59noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/08/2023 10:52:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1 ACCEPTED SOLUTION

Accepted Solutions

Ayisha_B
Forum Team
Forum Team

Thanks for confirming the requested details via PM @Apparelyzed 
I've booked a technician for you to come out and have a look into the issue with the power levels. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!


 

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


See where this Helpful Answer was posted

3 REPLIES 3

Cardiffman282
Super solver

All of the upstream power levels are too high. 

---------------
Cancel VM here
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Monitor the state of your VM connection here

Ayisha_B
Forum Team
Forum Team

Hi @Apparelyzed 👋,

Welcome back to our Community Forums and thanks for your post. 

I am sorry you're having some issues with your broadband. 

I have ran some tests and can see the upstream signal levels are out of specification.

I'll pop you a PM 📩 now and we can get a technician visit arranged for you.

Thanks and speak to you soon 😊

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Ayisha_B
Forum Team
Forum Team

Thanks for confirming the requested details via PM @Apparelyzed 
I've booked a technician for you to come out and have a look into the issue with the power levels. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!


 

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs