Intermittent broadband since July 2022

[ALV4261]

Long story short, my Hub5 started dropping network connection back in July. The drop outs where intermittent and brief enough that it didn't impact streaming. It knocked the kids off multiplayer games though so I had to take notice! I contacted VM to report the fault and after a lot of nonsense I eventually arranged for an engineer call out. Engineer 1 came out and confirmed the fault was cabinet side, no improvements, told to wait 3 days and speeds should improve. 3 days later still no improvements, if anything the intermittent nature became every 15 minutes or so. I started a BQM https://www.thinkbroadband.com/broadband/monitoring/quality/share/9e62fcb3344ef674f2223e640fad1aa882... (earlier reports appear corrupted). 

I'll not bore you with the details, a further 4 Engineers came out (Yes, that's 5 in total) all confirmed fault was cabinet side (they have swapped out my modem 3 or 4 times, replaced all the indoor cabling, attenuators), but they all told me the network team would need to sort. I spoke to what I counted as my 35th agent and he confirmed he would arrange a Network team visit on Friday 21st October (!), never happened, told another could be booked. He went off and checked and then told me there is an intermittent broadband issue in my area (!?) He told me it would be resolved today (26th October) @ 4pm. Nope, still intermittent connection

https://www.thinkbroadband.com/broadband/monitoring/quality/share/53fe6ee54c6a912238ebc971fa06582ea8... 

[ALV4261]

Here are my Download details (does that look text book to you?)

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

1	331000000	0.7	41	QAM 256	25
2	139000000	0.6	41	QAM 256	1
3	147000000	0.6	41	QAM 256	2
4	155000000	0.6	41	QAM 256	3
5	163000000	0.3	41	QAM 256	4
6	171000000	0.1	41	QAM 256	5
7	179000000	0.3	41	QAM 256	6
8	187000000	0.1	41	QAM 256	7
9	195000000	0.4	41	QAM 256	8
10	203000000	0.5	41	QAM 256	9
11	211000000	0.6	41	QAM 256	10
12	219000000	0.4	41	QAM 256	11
13	227000000	0.4	41	QAM 256	12
14	235000000	0.2	41	QAM 256	13
15	243000000	0.1	41	QAM 256	14
16	251000000	0	41	QAM 256	15
17	259000000	0.3	41	QAM 256	16
18	267000000	0.4	41	QAM 256	17
19	275000000	0.2	41	QAM 256	18
20	283000000	0.4	41	QAM 256	19
21	291000000	0	41	QAM 256	20
22	299000000	0.1	41	QAM 256	21
23	307000000	0.4	41	QAM 256	22
24	315000000	0.3	41	QAM 256	23
25	323000000	0.6	41	QAM 256	24
26	339000000	0.6	41	QAM 256	26
27	347000000	0.7	41	QAM 256	27
28	355000000	0.8	41	QAM 256	28
29	363000000	0.5	41	QAM 256	29
30	371000000	0.4	41	QAM 256	30
31	379000000	0.7	41	QAM 256	31

Downstream bonded channels:

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

1	Locked	41	7	0
2	Locked	41	0	0
3	Locked	41	0	0
4	Locked	41	0	0
5	Locked	41	0	0
6	Locked	41	22	0
7	Locked	41	6	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	41	0	0
11	Locked	41	2	0
12	Locked	41	33	0
13	Locked	41	36	0
14	Locked	41	15	0
15	Locked	41	13	0
16	Locked	41	23	0
17	Locked	41	57	0
18	Locked	41	52	515
19	Locked	41	54	9
20	Locked	41	43	0
21	Locked	41	51	2
22	Locked	41	18	0
23	Locked	41	55	2
24	Locked	41	42	0
25	Locked	41	52	1
26	Locked	41	13	0
27	Locked	41	0	0
28	Locked	41	24	0
29	Locked	41	19	0
30	Locked	41	21	0
31	Locked	41	7	0

Channel 18 doesn;t look good?

[ALV4261]

Upload dB looks a little off?

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

0	49600000	51.5	5120	QAM 32	1
1	43100000	51.3	5120	QAM 32	2
2	36600000	51	5120	QAM 32	3
3	30100000	50.3	5120	QAM 32	4
4	23600000	50	5120	QAM 32	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	4	20	0
1	ATDMA	0	4	7	0
2	ATDMA	0	4	30	0
3	ATDMA	0	4	10	0
4	ATDMA	0	4	22	0

[ALV4261]

A few random BQMs:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0ccd4df8a45f3a46c0fe217d12ef0cf6b6919052-31-08-2022

https://www.thinkbroadband.com/broadband/monitoring/quality/share/830ee05b55965231745b76862a09e5f8fc0b0ca5-06-09-2022

https://www.thinkbroadband.com/broadband/monitoring/quality/share/88dc4fe9bee2b735c0c536e442bb9b8b1241a907-04-10-2022

[ALV4261]

The log file shows these a few times: 

16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=*etc*;CMTS-MAC=*etc*;CM-QOS=1.1;CM-VER=3.1;

US profile assignment change. US Chan ID: 11; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=*etc*;CMTS-MAC=*etc*;CM-QOS=1.1;CM-VER=3.1;

[Tudor]

As you say lost of Post RS errors on channel 18, far too many T3’s and 3 upstream channels are too low and out of spec. Unless there is an area fault. You need a technician to correct, possibly a cabinet problem.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended.

Also do this:

There are too many errors, but the figures are accumulative since the hub was last power cycled. So please turn off your hub for a short period, this will reset the counters, then post a new full set of stats after about two hours. This will indicate the current line status. 

[ALV4261]

Sadly I have had 5 Virgin Media Engineers tell me it's a cabinet side fault and the network team need to resolve. I have been told on 3 separate occasions that the network team had been booked to resolve the fault. When I rang up on Monday (24th) to find out why I still had the fault after the network team where supposed to fix the fault on Friday (21st) I was told that there was an intermittent Broadband issue in my area (Is that a remarkable coincidence or what?). I was told that the fault was scheduled to be resolved by 4pm on the 25th and I would receive a courtesy call on the 26th. Well no sign of the network team and no follow up call. Those where the results of a reset performed less than an hour before posting. I can't post the fresh details as I can't log in, however when I did last log in I saw the following message in the log file: REGISTRATION COMPLETE - Waiting for Operational status

The good news is I was able to post this from my EE mifi dongle, so at least I have an internet connection.

[ALV4261]

I tried again and got logged on, however the Hub reports - "The service may be interrupted, temporarily inaccessible or encountering errors transferring data try again"

[ALV4261]

Downstream bonded channels

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

1	331000000	0.7	41	QAM 256	25
2	139000000	0.7	41	QAM 256	1
3	147000000	0.6	41	QAM 256	2
4	155000000	0.6	41	QAM 256	3
5	163000000	0.3	41	QAM 256	4
6	171000000	0.1	41	QAM 256	5
7	179000000	0.3	41	QAM 256	6
8	187000000	0.2	41	QAM 256	7
9	195000000	0.4	41	QAM 256	8
10	203000000	0.5	41	QAM 256	9
11	211000000	0.6	41	QAM 256	10
12	219000000	0.4	41	QAM 256	11
13	227000000	0.4	41	QAM 256	12
14	235000000	0.2	41	QAM 256	13
15	243000000	0.1	41	QAM 256	14
16	251000000	0.1	41	QAM 256	15
17	259000000	0.3	41	QAM 256	16
18	267000000	0.4	41	QAM 256	17
19	275000000	0.3	41	QAM 256	18
20	283000000	0.5	41	QAM 256	19
21	291000000	0.1	41	QAM 256	20
22	299000000	0.1	41	QAM 256	21
23	307000000	0.3	41	QAM 256	22
24	315000000	0.2	41	QAM 256	23
25	323000000	0.5	41	QAM 256	24
26	339000000	0.6	40	QAM 256	26
27	347000000	0.7	41	QAM 256	27
28	355000000	0.8	41	QAM 256	28
29	363000000	0.4	41	QAM 256	29
30	371000000	0.4	41	QAM 256	30
31	379000000	0.6	41	QAM 256	31

Downstream bonded channels

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

1	Locked	41	0	0
2	Locked	41	0	0
3	Locked	41	0	0
4	Locked	41	0	0
5	Locked	41	0	0
6	Locked	41	0	0
7	Locked	41	0	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	41	0	0
11	Locked	41	0	0
12	Locked	41	0	0
13	Locked	41	0	0
14	Locked	41	0	0
15	Locked	41	0	0
16	Locked	41	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	41	0	0
20	Locked	41	0	0
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	41	0	0
24	Locked	41	0	0
25	Locked	41	0	0
26	Locked	40	0	0
27	Locked	41	0	0
28	Locked	41	0	0
29	Locked	41	0	0
30	Locked	41	0	0
31	Locked	41	0	0

[ALV4261]

Upstream bonded channels

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

0	49600000	51.5	5120	QAM 16	1
1	43100000	51.3	5120	QAM 16	2
2	36600000	51	5120	QAM 16	3
3	30100000	50.3	5120	QAM 16	4
4	23600000	49.8	5120	QAM 16	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0