Intermittent loss of network, still connected.

[Kasual]

Hi,

We have recently moved home (roughly 3 months), had VM moved to our new address and was perfectly fine for the first 2 months. For the last few weeks now the internet will drop altogether, however, stay connected to the network.

Usually, I'll be playing a game, Warzone/FIFA/Call Of Duty/Minecraft, etc and the same issue, the game halts, my character jumps about and then most times followed by a disconnection from the game. However, my PC will remain connected to the network with internet access.

Now, if I try to browse a webpage on my computer, it will just spin until the network wakes up and the same on my mobile phone.

My PC is wired via Ethernet. 
My mobile phone is connected wirelessly.

The only logical explanation I can fathom is that there is over-utilization.

We cannot continue to pay for a service that isn't provided. I will be moving home again soon to 'fly-solo' and was going to go with VM. However, it's putting me off at present.

[Kasual]

3.0 Downstream channels

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

2	147000000	2.400002	34.925610	QAM256	2
1	139000000	3.000000	34.925610	QAM256	1
3	155000000	1.900002	34.483570	QAM256	3
4	163000000	1.599998	34.345688	QAM256	4
5	171000000	1.099998	34.483570	QAM256	5
6	179000000	0.799999	34.483570	QAM256	6
7	187000000	0.799999	34.483570	QAM256	7
8	195000000	0.599998	34.483570	QAM256	8
9	203000000	0.400002	34.483570	QAM256	9
10	211000000	0.299999	34.925610	QAM256	10
11	219000000	0.299999	33.834164	QAM256	11
12	227000000	0.000000	34.483570	QAM256	12
13	235000000	-0.200001	34.925610	QAM256	13
14	243000000	-0.299999	34.925610	QAM256	14
15	251000000	0.000000	34.345688	QAM256	15
16	259000000	-0.099998	35.083549	QAM256	16
17	267000000	0.099998	35.779911	QAM256	17
18	275000000	0.599998	35.595078	QAM256	18
19	283000000	1.000000	35.595078	QAM256	19
20	291000000	1.000000	35.779911	QAM256	20
21	299000000	0.099998	35.779911	QAM256	21
22	307000000	-0.400002	35.779911	QAM256	22
23	315000000	-0.900002	35.595078	QAM256	23
24	323000000	-0.900002	35.779911	QAM256	24
25	331000000	-0.900002	35.083549	QAM256	25
26	339000000	-1.000000	35.779911	QAM256	26
27	347000000	-1.000000	35.083549	QAM256	27
28	355000000	-1.299999	35.083549	QAM256	28
29	363000000	-1.200001	35.595078	QAM256	29
30	371000000	-1.500000	34.925610	QAM256	30
31	379000000	-1.500000	34.925610	QAM256	31

3.0 Downstream channels

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

2	Locked	34.925610	128	0
1	Locked	34.925610	152	0
3	Locked	34.483570	270	0
4	Locked	34.345688	242	0
5	Locked	34.483570	212	0
6	Locked	34.483570	302	0
7	Locked	34.483570	488	0
8	Locked	34.483570	238	0
9	Locked	34.483570	240	0
10	Locked	34.925610	94	0
11	Locked	33.834164	3546	0
12	Locked	34.483570	198	0
13	Locked	34.925610	118	0
14	Locked	34.925610	77	0
15	Locked	34.345688	428	0
16	Locked	35.083549	15	0
17	Locked	35.779911	6	0
18	Locked	35.595078	11	0
19	Locked	35.595078	3	0
20	Locked	35.779911	0	0
21	Locked	35.779911	6	0
22	Locked	35.779911	0	0
23	Locked	35.595078	8	0
24	Locked	35.779911	14	0
25	Locked	35.083549	15	0
26	Locked	35.779911	6	0
27	Locked	35.083549	13	0
28	Locked	35.083549	20	0
29	Locked	35.595078	11	0
30	Locked	34.925610	39	0
31	Locked	34.925610	50	0

[Kasual]

3.0 Upstream channels

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

1	43100000	40.770599	5120 KSym/sec	16QAM	2
2	30100000	40.770599	5120 KSym/sec	16QAM	4
3	36600000	40.770599	5120 KSym/sec	16QAM	3
4	49600000	41.020599	5120 KSym/sec	64QAM	1
5	23600000	39.770599	5120 KSym/sec	64QAM	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

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

10

10.8

36.5

2K

QAM8

3.1 Upstream channels

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

10

OFDMA

220

53.4

0

0

The 'Network Log' is empty.

[Tudor]

Channel 11 downstream looks like it’s affected by noise ingress, possibly cause by DAB radio, 3 of the 5 upstream are 16 QAM when they should be 64 QAM. Check that all connections are tight and see if there are any area faults.

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 as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Kasual]

Thanks, Tudor.

No DAB Radio's here 😄

I already have checked the connections. However, I will check again tomorrow as it's getting late here now.

There are no logged faults in the web status. I can check with VM directly tomorrow also.

Thanks again.

[Kasual]

So, all connections are tight and there are no issues in the area.

Also, the network seems completely fine at the moment. Yesterday a ping test showed "request timed out" multiple times over a long duration. However, no time-outs at present.

The issue seems to be more common around 6:00 PM onwards.

Issue with the upstream channels seems to have shifted more positively:

However, the channels are still below 64QAM.

3.0 Upstream channels

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

1	43100000	41.020599	5120 KSym/sec	32QAM	2
2	30100000	40.770599	5120 KSym/sec	16QAM	4
3	36600000	41.020599	5120 KSym/sec	16QAM	3
4	49600000	41.270599	5120 KSym/sec	64QAM	1
5	23600000	39.770599	5120 KSym/sec	64QAM	9

[Kasual]

Here's an active BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ad0c5c2eb9fef7ad0628b9d8d149158f2d9a020

[Steven_L]

Hey Kasual,

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, I have looked into this on our system and can see that there are a few issues with your connection that would need a technician visit to resolve, the SNR levels of your connection are too low and upstream power levels too high.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L

[Kasual]

Many thanks, Steven_L.

Apologies for the delay, I have responded back to your private message.

[Ayisha_B]

Great! 

Steven will assist further 😊

All the best!