Community FAQ
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 

Intermittent Internet & TV

Go to solution
TaylorA17
On our wavelength

on ‎04-06-2023 17:18

Hello,

  Having exhausted various VM social media channels, they recommended that other users may have suggestions. 

We've had persistent intermittent Internet issues (WiFi and ethernet) over the last 9 months. When these occur the Internet drops out, when it is stable enough to connect the download speed can be as low as 3 mb but the diagnostic checkers VM recommend you try show no issues.

We had an an engineer visit 3 weeks ago, who confirmed all OK in property, and that we'd had over 1000 dropouts that month and over 200 in the last week. They confirmed that it must be somewhere on the network in the street, but we've heard nothing further and the problem persists. 

When it drops out it also impacts the TV, so much that it jumps and jolts (basically like its buffering, like the internet days of dial up). Our neighbours have confirmed identical issues.

Please could anyone advise if they've had similar issues and how they got them fixed/resolved. 

Many thanks

0 Kudos
18 REPLIES 18

Go to solution
TaylorA17
On our wavelength

on ‎05-06-2023 06:58

Apologies, of course, I hope this helps

Downstream bonded channels

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

1 203000000 3.2 40 256 qam 9

2 211000000 3 38 256 qam 10

3 219000000 3 40 256 qam 11

4 227000000 2.5 38 256 qam 12

5 235000000 2 38 256 qam 13

6 243000000 2 40 256 qam 14

7 251000000 2 38 256 qam 15

8 259000000 2.2 38 256 qam 16

9 267000000 2.2 38 256 qam 17

10 275000000 2.7 38 256 qam 18

11 283000000 3.2 38 256 qam 19

12 291000000 3.5 40 256 qam 20

13 299000000 3.7 38 256 qam 21

14 307000000 3.7 40 256 qam 22

15 315000000 3.7 40 256 qam 23

16 323000000 4 40 256 qam 24

17 331000000 3.7 40 256 qam 25

18 339000000 3.7 40 256 qam 26

19 347000000 3.9 40 256 qam 27

20 355000000 4 40 256 qam 28

21 363000000 4.1 40 256 qam 29

22 371000000 3.9 38 256 qam 30

23 379000000 3.5 38 256 qam 31

24 387000000 3.4 40 256 qam 32

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

1 Locked 40.9 8186 309306

2 Locked 38.6 8138 319887

3 Locked 40.3 8104 314684

4 Locked 38.6 8106 319644

5 Locked 38.9 8355 315022

6 Locked 40.3 8114 315054

7 Locked 38.9 8200 311934

8 Locked 38.9 8419 301259

9 Locked 38.9 9871 266903

10 Locked 38.9 10021 254149

11 Locked 38.9 8919 291945

12 Locked 40.9 9012 271838

13 Locked 38.9 9660 270118

14 Locked 40.3 8931 286353

15 Locked 40.3 8900 292463

16 Locked 40.3 8484 301434

17 Locked 40.3 8279 310797

18 Locked 40.3 8520 318030

19 Locked 40.3 7829 324983

20 Locked 40.3 7442 334776

21 Locked 40.9 7408 336302

22 Locked 38.9 7076 343708

23 Locked 38.9 7024 353691

24 Locked 40.9 7006 350318

Upstream bonded channels

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

1 23600137 45.8 5120 64 qam 5

2 43099975 44.5 5120 64 qam 2

3 30100082 45 5120 64 qam 4

4 36600102 44.8 5120 64 qam 3

5 49599899 44 5120 64 qam 1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 3 0

2 ATDMA 0 0 2 0

3 ATDMA 0 0 0 0

4 ATDMA 0 0 1 0

5 ATDMA 0 0 1 0

Network Log

Time Priority Description

05/06/2023 06:53:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/06/2023 02:53:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 23:04:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 23:01:35Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:20:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:20:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:20:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:20:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:20:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:20:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:19:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:19:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:19:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:19:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:19:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:19:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:19:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:19:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:19:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2023 20:19:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos

Go to solution
Cardiffman282
Superfast
In response to TaylorA17

‎05-06-2023 07:11 - edited ‎05-06-2023 07:16

Thanks. Key concerns for me are the exceptionally high Post RS error counts on all downstream channels as well as very frequent timing sync errors (- and some T3 timeouts) in the log.

This, collectively,  clearly needs the attention of a VM engineer.

Do post your BQM (hiding your IP address) after it has run for about 24 hours. 

Go to solution
TaylorA17
On our wavelength
In response to Cardiffman282

on ‎05-06-2023 08:41

Thank you very much, as a layperson, I'm not sure what it all means but will pass on to the VM engineer who is coming this afternoon. 

Will post BQM early tomorrow AM when it's had at least 24hrs. 

Thank you for your time and expertise, incredibly grateful. 

0 Kudos

Go to solution
TaylorA17
On our wavelength
In response to TaylorA17

on ‎05-06-2023 23:06

Screenshot_20230605_230143_Chrome.jpg

 BMQ for last 24hr.

Internet has been much improved today, at least whilst using for work during day. The 2 spikes in afternoon coincided with meals, so can't say what impact they had on using devices.

VM engineer didn't turn up either so nothing to report on that front atm

0 Kudos

Go to solution
Cardiffman282
Superfast
In response to TaylorA17

on ‎06-06-2023 07:08

I've seen worse BQMs but as you say there are a couple of significant spikes in the afternoon. More concerning is the unusually (and consistently) high minimum latency.

In regards to the missed appointment you may be entitled to automatic compensation for it. 

Go to solution
TaylorA17
On our wavelength
In response to Cardiffman282

on ‎06-06-2023 19:42

Thanks had to fight for it, because apparently it wasn't booked through their system properly I wasn't entitled to it, they lost that battle.

Went down around 3pm today, which correlates with this: 

Screenshot_20230606_194005_Chrome.jpg

 

Go to solution
Gareth_L
Forum Team
Forum Team
In response to TaylorA17

on ‎09-06-2023 10:53

Hello TaylorA17.

Thank you very much for bringing this to our attention. Sorry you first experience of our Community is a negative one.

Can I please ask how the visit went?

How are the services now?

Regards 

Gareth_L

0 Kudos

Go to solution
TaylorA17
On our wavelength

3 weeks ago

Sorry to be so late to respond to this, not sure anyone is still following but if they are, the issue still persists. 

Constant dialogue via SM with VM today suggested trying the forum again.

We've had 5 engineer visits in 3 months, every piece of hardware replaced and still the same issues with ours and our neighbours Internet and TV. Last engineer visit on 1st Sept and they were honest "we've no idea what's causing this because it's intermittent" 

The BQM today looks like this

Screenshot_20230907_191545_Chrome.jpg

 

0 Kudos

Go to solution
Reece_MH
Forum Team
Forum Team
In response to TaylorA17

3 weeks ago

Hi TaylorA17 👋

Thanks for providing us with an update. This certainly is an odd one, and I appreciate how frustrating this must be. I've taken a look on our side, and can't see anything out of specification in terms of levels, but I can see multiple disconnections over the last few days.

I'm going to send you a private message, so I can look into this further and escalate the issue to our Networks Team. Please look out for my message in the top-right, white envelope or the "Messages" tab after tapping your profile picture.

Thanks,

Reece - Forum Team


New around here? To find out more about the Community check out our FAQ


Top