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Intermittent Broadband

clarisa11
Joining in

Hi, 

Looking for help. Moved to a new house in Dec’22 and been having the same issue ever since. Problem seems to be very simple. Internet just drops. This can stay down for seconds or hours. All devices stay connected. Modem lights stay on. This affects all devices, wifi or wired. Everything just goes at the same time. After 10 months we finally managed to get an engineer to attend, he barely walked in and saw our old modem (which we were told was fine to take with us from the old address and wasn't even considered as the cause of the issue). He immediately replaced for a new modem and said we should have no issues going forward. Didn’t take long and we started noticing the same issue. Back to VM asking for help. Further 8 weeks of chasing, 2 engineer visits and we are still nowhere. Both visits ended up with the same ‘there appears to be network issue outside, someone will come out and fix this’. Waited every time for days for an update before chasing again just to be told ‘they are not aware of any issues’… and ‘someone will be in touch, good bye’. 

It’s now Feb’24… and I feel like we are not being taken seriously and they make it so difficult to talk to someone! I asked to speak to manager or supervisor so many times and all I get is ‘yes, sure, someone will be in touch, good bye’.

How can I take this further? I find this unfair and ridiculous. It’s 13 months (and counting) with paid service that doesn’t work as advertised.

Thanks

6 REPLIES 6

jbrennand
Very Insightful Person
Very Insightful Person

First check for any known local faults on 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 and fix estimates, down to street cab/ postcode level.

...  then can you do this...

______________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

clarisa11
Joining in

Hi John,

Thank you for getting back to me. Please see below, let me know if any of it not done right and I can fix. 

Share Broadband Quality Monitor 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000008.243QAM 25625
21390000004.342QAM 2561
31470000004.943QAM 2562
41550000004.742QAM 2563
51630000005.142QAM 2564
61710000004.942QAM 2565
71790000005.142QAM 2566
81870000005.542QAM 2567
91950000006.543QAM 2568
102030000006.343QAM 2569
112110000006.443QAM 25610
122190000006.743QAM 25611
132270000006.943QAM 25612
142350000006.643QAM 25613
152430000006.843QAM 25614
162510000007.243QAM 25615
172590000007.143QAM 25616
182670000007.243QAM 25617
192750000007.643QAM 25618
202830000007.843QAM 25619
212910000007.843QAM 25620
222990000008.443QAM 25621
233070000008.543QAM 25622
243150000008.243QAM 25623
253230000008.143QAM 25624
263390000008.142QAM 25626
273470000008.143QAM 25627
283550000007.843QAM 25628
293630000007.543QAM 25629
303710000007.143QAM 25630
31379000000742QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked434415413673
2Locked42183133558
3Locked4310642219411
4Locked429738918564
5Locked4210351033798
6Locked428418838685
7Locked425990833478
8Locked427746926500
9Locked43372449189
10Locked43353978524
11Locked435398818667
12Locked43426439409
13Locked43414409138
14Locked434731610457
15Locked43413039026
16Locked43396298612
17Locked43343246754
18Locked43338336657
19Locked43357956989
20Locked43399197955
21Locked43389938702
22Locked43356236999
23Locked43306765612
24Locked43286925069
25Locked43238903706
26Locked42196682559
27Locked43211442974
28Locked43208722682
29Locked43227163034
30Locked43229252837
31Locked42202852199

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked36-10.2254380128541293

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000040.85120QAM 641
143100000415120QAM 642
23660000040.85120QAM 643
33010000040.55120QAM 644
42360000040.85120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA01160
1ATDMA01230
2ATDMA0100
3ATDMA01180
4ATDMA01160

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61135.72KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2207400000020

Network Log

Time Priority Description
08-02-2024 08:24:37noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:23:21noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:17:07noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:14:41noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:14:32noticeGUI Login Status - Login Fail from LAN interface
08-02-2024 08:02:32noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:02:08warningDynamic Range Window violation
08-02-2024 08:02:08warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:02:05warningDynamic Range Window violation
08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:02:05warningDynamic Range Window violation
08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:02:05warningDynamic Range Window violation
08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:02:05warningDynamic Range Window violation
08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:02:05warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:02:05warningDynamic Range Window violation
08-02-2024 08:02:03noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:01:37noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:01:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:01:09critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:01:09criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:00:01criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 07:59:35noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 07:26:50noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 07:15:01noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 07:12:10noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 07:03:28noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 07:01:30noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 06:47:54noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thanks again

Steven_L
Forum Team
Forum Team

Hey clarisa11,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment, I can see that you have spoken to the team since you last posted, have they advised you further about the issues that you're having and when they will be resolved?

Kind Regards,

Steven_L

Hi Steven,

I’ve been told a dissatisfaction case has been raised over 2 weeks ago. However, I have not been contacted, nor anything shows on account in My cases (not sure if thats exact name), I have been reaching out every day asking to speak to a manager or supervisor who could help me resolve this. Just to be told that they will contact me ‘that day’. Again heard nothing back. Last contact today I was told they work until 10 PM and leave the escalations call until the end of the day as they take the most time??? Cant believe this. 

They have advised an engineer will be out later this week to ‘fix’ the issue. I’ve been told this for the last 13 month! That’s why I want to speak with a manager or supervisor.

Screenshot of my connection from yesterday (12 times there was loss of connection?) 

IMG_0658.png

Thanks 

IMG_0658.jpeg

 Sorry uploaded wrong picture…

Thanks for coming back to us on this, clarisa11.

I'm deeply sorry for the issues you've been experiencing, and the trouble you have had when contacting us. I've taken a look at things on our side, and can see that a Technician has recently attended. Are you able to advise on what the Technician advised when visting?

We can't schedule callbacks via this platform, but I can certianly look into the case you have raised. I'm going to send you a private message. Please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages".

Thanks,

Reece - Forum Team


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