Intermittent connection

[mvr_london]

I've been having a problem with an intermittent connection for over a week now.

I checked the status on the VM Status page a week ago and an engineer was booked.

He came by 2 days ago, and did nothing as everything was working fine, speeds/latency were normal, but just for a few hours in the afternoon while he was here.  He did say someting about others in the area having a problem, but that he had fixed it at the box in the street.

Anyway, it's not working correctly - very slow much of the time and repeated disconnections.

The modem is a hub 4 in modem mode, connected to a Unifi router, so I can clearly see the disconnects from the Unifi system.

Occasionally, a forced reboot of the modem, seems to make everything work fine for a couple of hours.

VM website status page says

"Intermittent signal in your area" - We’re looking into it. Check back here after 22 hours, and if there’s still an issue we’ll help you book an engineer.

It's been saying that for a week - always says come back in a few hours.

Below are the number from before a reboot of the modem.  I'll post the numbers from after a reboot in a following post

[mvr_london]

From before a reboot:

3.0 Downstream channels

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

4	162750000	-17.1	31.9	QAM256	4
1	138750000	-18.5	30.8	QAM256	1
5	170750000	-17.5	31.9	QAM256	5
8	194750000	-18.4	31.7	QAM256	8
9	202750000	-18.4	31.7	QAM256	9
11	218750000	-19.1	29.1	QAM256	11
12	226750000	-20.3	28.8	QAM256	12
13	234750000	-22	28.6	QAM256	13
0		0	0	UNKNOWN	0
16	258750000	-21	29.1	QAM256	16
17	266750000	-20.6	29.6	QAM256	17
18	274750000	-21.4	28.9	QAM256	18
19	282750000	-20.2	29.4	QAM256	19
20	290750000	-18.9	30	QAM256	20
21	298750000	-18.7	29.8	QAM256	21
22	306750000	-19.6	29.4	QAM256	22
23	314750000	-19.8	29.6	QAM256	23
24	322750000	-20.3	29.3	QAM256	24
25	330750000	-20.6	29.1	QAM256	25
27	346750000	-20.3	28.9	QAM256	27
28	354750000	-20.6	28.8	QAM256	28
29	362750000	-20.6	28.8	QAM256	29
30	370750000	-20.3	29.1	QAM256	30
31	378750000	-20.4	28.9	QAM256	31
33	394750000	-20.4	29.1	QAM256	33
34	402750000	-19.9	29.6	QAM256	34
35	410750000	-19.6	30	QAM256	35
36	418750000	-19.7	30.2	QAM256	36
37	522750000	-21.1	29.2	QAM256	37
38	530750000	-21.3	29.1	QAM256	38
39	538750000	-20.8	29.4	QAM256	39
40	546750000	-20.4	29.6	QAM256	40

3.0 Downstream channels

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

4	Locked	31.915308	0	0
1	Locked	30.823864	0	0
5	Locked	31.915308	0	0
8	Locked	31.688669	0	0
9	Locked	31.688669	0	0
11	Locked	29.062952	0	0
12	Locked	28.752609	0	0
13	Locked	28.605377	0	0
0	NotLocked		0	0
16	Locked	29.103352	0	0
17	Locked	29.574476	0	0
18	Locked	28.905008	0	0
19	Locked	29.397188	0	0
20	Locked	30.001997	0	0
21	Locked	29.806774	0	0
22	Locked	29.440836	0	0
23	Locked	29.574476	0	0
24	Locked	29.268816	0	0
25	Locked	29.062952	0	0
27	Locked	28.943958	0	0
28	Locked	28.790211	0	0
29	Locked	28.790211	0	0
30	Locked	29.062952	0	0
31	Locked	28.905008	0	0
33	Locked	29.103352	0	0
34	Locked	29.619953	0	0
35	Locked	30.001997	0	0
36	Locked	30.154396	0	0
37	Locked	29.226856	0	0
38	Locked	29.062952	0	0
39	Locked	29.440836	0	0
40	Locked	29.574476	0	0

3.1 Downstream channels

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

159

94

4K

1800

QAM1024

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

31

-20.3

38395921

0

[mvr_london]

3.0 Downstream channels

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

4	162750000	-17.099998	31.993563	QAM256	4
2	146750000	-17.200001	31.993563	QAM256	2
3	154750000	-17.599998	31.543890	QAM256	3
5	170750000	-17.500000	31.993563	QAM256	5
6	178750000	-17.900002	31.615677	QAM256	6
7	186750000	-18.400002	31.335388	QAM256	7
8	194750000	-18.299999	31.615677	QAM256	8
9	202750000	-18.400002	31.615677	QAM256	9
12	226750000	-20.200001	28.752609	QAM256	12
13	234750000	-22.000000	28.752609	QAM256	13
16	258750000	-21.000000	29.103352	QAM256	16
17	266750000	-20.500000	29.619953	QAM256	17
18	274750000	-21.299999	28.943958	QAM256	18
19	282750000	-20.200001	29.397188	QAM256	19
20	290750000	-18.900002	30.001997	QAM256	20
21	298750000	-18.700001	29.759310	QAM256	21
22	306750000	-19.599998	29.440836	QAM256	22
23	314750000	-19.700001	29.574476	QAM256	23
24	322750000	-20.200001	29.268816	QAM256	24
26	338750000	-20.700001	28.943958	QAM256	26
27	346750000	-20.299999	28.943958	QAM256	27
29	362750000	-20.599998	28.905008	QAM256	29
30	370750000	-20.200001	29.103352	QAM256	30
31	378750000	-20.400002	28.943958	QAM256	31
32	386750000	-20.700001	28.905008	QAM256	32
33	394750000	-20.299999	29.226856	QAM256	33
34	402750000	-19.799999	29.619953	QAM256	34
35	410750000	-19.500000	30.001997	QAM256	35
36	418750000	-19.700001	30.154396	QAM256	36
37	522750000	-21.099998	29.268816	QAM256	37
38	530750000	-21.299999	29.062952	QAM256	38
39	538750000	-20.700001	29.440836	QAM256	39

3.0 Downstream channels

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

4	Locked	31.993563	0	0
2	Locked	31.993563	0	0
3	Locked	31.543890	0	0
5	Locked	31.993563	0	0
6	Locked	31.615677	0	0
7	Locked	31.335388	0	0
8	Locked	31.615677	0	0
9	Locked	31.615677	0	0
12	Locked	28.752609	0	0
13	Locked	28.752609	0	0
16	Locked	29.103352	0	0
17	Locked	29.619953	0	0
18	Locked	28.943958	0	0
19	Locked	29.397188	0	0
20	Locked	30.001997	0	0
21	Locked	29.759310	0	0
22	Locked	29.440836	0	0
23	Locked	29.574476	0	0
24	Locked	29.268816	0	0
26	Locked	28.943958	0	0
27	Locked	28.943958	0	0
29	Locked	28.905008	0	0
30	Locked	29.103352	0	0
31	Locked	28.943958	0	0
32	Locked	28.905008	0	0
33	Locked	29.226856	0	0
34	Locked	29.619953	0	0
35	Locked	30.001997	0	0
36	Locked	30.154396	0	0
37	Locked	29.268816	0	0
38	Locked	29.062952	0	0
39	Locked	29.440836	0	0

3.1 Downstream channels

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

159

94

4K

1800

QAM1024

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

31

-20.3

6546253

0

[mvr_london]

Above stats are after a reboot, with the speeds normal

[mvr_london]

And 15 minutes after a reboot, the modem has disconnected from the VM network

[mvr_london]

And calling VM does nothing other than completely frustate me.

I call, the automated system says we'll run some tests, then it says no fault found and sends me an SMS with a link to check the connections at home and immediately hangs up on me.  The link leads to a 404 page on their website.

I call back, exactly the same thing happens again.