Intermittent Broadband

[clarisa11]

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

[jbrennand]

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

[clarisa11]

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

1	331000000	8.2	43	QAM 256	25
2	139000000	4.3	42	QAM 256	1
3	147000000	4.9	43	QAM 256	2
4	155000000	4.7	42	QAM 256	3
5	163000000	5.1	42	QAM 256	4
6	171000000	4.9	42	QAM 256	5
7	179000000	5.1	42	QAM 256	6
8	187000000	5.5	42	QAM 256	7
9	195000000	6.5	43	QAM 256	8
10	203000000	6.3	43	QAM 256	9
11	211000000	6.4	43	QAM 256	10
12	219000000	6.7	43	QAM 256	11
13	227000000	6.9	43	QAM 256	12
14	235000000	6.6	43	QAM 256	13
15	243000000	6.8	43	QAM 256	14
16	251000000	7.2	43	QAM 256	15
17	259000000	7.1	43	QAM 256	16
18	267000000	7.2	43	QAM 256	17
19	275000000	7.6	43	QAM 256	18
20	283000000	7.8	43	QAM 256	19
21	291000000	7.8	43	QAM 256	20
22	299000000	8.4	43	QAM 256	21
23	307000000	8.5	43	QAM 256	22
24	315000000	8.2	43	QAM 256	23
25	323000000	8.1	43	QAM 256	24
26	339000000	8.1	42	QAM 256	26
27	347000000	8.1	43	QAM 256	27
28	355000000	7.8	43	QAM 256	28
29	363000000	7.5	43	QAM 256	29
30	371000000	7.1	43	QAM 256	30
31	379000000	7	42	QAM 256	31

3.0 Downstream channels

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

1	Locked	43	44154	13673
2	Locked	42	18313	3558
3	Locked	43	106422	19411
4	Locked	42	97389	18564
5	Locked	42	103510	33798
6	Locked	42	84188	38685
7	Locked	42	59908	33478
8	Locked	42	77469	26500
9	Locked	43	37244	9189
10	Locked	43	35397	8524
11	Locked	43	53988	18667
12	Locked	43	42643	9409
13	Locked	43	41440	9138
14	Locked	43	47316	10457
15	Locked	43	41303	9026
16	Locked	43	39629	8612
17	Locked	43	34324	6754
18	Locked	43	33833	6657
19	Locked	43	35795	6989
20	Locked	43	39919	7955
21	Locked	43	38993	8702
22	Locked	43	35623	6999
23	Locked	43	30676	5612
24	Locked	43	28692	5069
25	Locked	43	23890	3706
26	Locked	42	19668	2559
27	Locked	43	21144	2974
28	Locked	43	20872	2682
29	Locked	43	22716	3034
30	Locked	43	22925	2837
31	Locked	42	20285	2199

3.1 Downstream channels

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

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

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

33

Locked

36

-10.2

254380128

541293

3.0 Upstream channels

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

0	49600000	40.8	5120	QAM 64	1
1	43100000	41	5120	QAM 64	2
2	36600000	40.8	5120	QAM 64	3
3	30100000	40.5	5120	QAM 64	4
4	23600000	40.8	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	1	16	0
1	ATDMA	0	1	23	0
2	ATDMA	0	1	0	0
3	ATDMA	0	1	18	0
4	ATDMA	0	1	16	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

11

35.7

2K

QAM 256

3.1 Upstream channels

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

6

OFDMA

220

74000000

2

0

Network Log

Time Priority Description

08-02-2024 08:24:37	notice	CM-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 08:23:21	notice	CM-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 08:17:07	notice	CM-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 08:14:41	notice	CM-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 08:14:32	notice	GUI Login Status - Login Fail from LAN interface
08-02-2024 08:02:32	notice	CM-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 08:02:08	warning	Dynamic Range Window violation
08-02-2024 08:02:08	warning	RNG-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 08:02:05	warning	Dynamic Range Window violation
08-02-2024 08:02:05	warning	RNG-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 08:02:05	warning	Dynamic Range Window violation
08-02-2024 08:02:05	warning	RNG-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 08:02:05	warning	RNG-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 08:02:05	warning	Dynamic Range Window violation
08-02-2024 08:02:05	warning	RNG-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 08:02:05	warning	Dynamic Range Window violation
08-02-2024 08:02:05	warning	RNG-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 08:02:05	warning	RNG-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 08:02:05	warning	Dynamic Range Window violation
08-02-2024 08:02:03	notice	CM-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 08:01:37	notice	CM-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 08:01:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:01:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:01:09	critical	16 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 08:01:09	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 08:00:01	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-02-2024 07:59:35	notice	CM-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 07:26:50	notice	CM-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 07:15:01	notice	CM-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 07:12:10	notice	CM-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 07:03:28	notice	CM-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 07:01:30	notice	CM-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 06:47:54	notice	CM-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]

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

[clarisa11]

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?) 

Thanks 

[clarisa11]

 Sorry uploaded wrong picture…

[Reece_MH]

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,