Internet(Partial Service (US only))

[yorkieboy123]

Hi ,

I've read many other posts on the forum about "Internet(Partial Service (US only))", all the advice seems to susggest there is an issue with the cabling in the area. It would be great if someone could help us and organise a technician to message us. There is a grey electrical box in our street that has been hit by cars a few times (as it is literally inside a painted parking box), but not sure if it is related to our internet though but could be worth a look.

I've been having problems with my internet, with constant intermittent connection and sometimes slow speeds. These are generally temporarily fixed with a router reset.

I set up a whole ethernet backhaul as I assumed it was a wifi issue, however today I reset the whole thing and now I can't connect my mesh to the Hub 3.0 in modem mode. I've set it back to router mode and I can see the following errors / messages on the hub settings page. Please can you help!

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 -2 40 256 qam 25
2 235000000 -2.7 40 256 qam 13
3 243000000 -2.7 40 256 qam 14
4 251000000 -2.7 40 256 qam 15
5 259000000 -2.2 40 256 qam 16
6 267000000 -2 40 256 qam 17
7 275000000 -2.4 40 256 qam 18
8 283000000 -2.2 40 256 qam 19
9 291000000 -1.7 40 256 qam 20
10 299000000 -1.2 40 256 qam 21
11 307000000 -1.7 40 256 qam 22
12 315000000 -1.9 40 256 qam 23
13 323000000 -2 40 256 qam 24
14 339000000 -2.4 40 256 qam 26
15 347000000 -2.5 40 256 qam 27
16 355000000 -2.7 40 256 qam 28
17 363000000 -2.7 40 256 qam 29
18 371000000 -2.7 40 256 qam 30
19 379000000 -2.7 40 256 qam 31
20 387000000 -2.9 40 256 qam 32
21 395000000 -3.2 40 256 qam 33
22 403000000 -3.2 40 256 qam 34
23 411000000 -3.2 39 256 qam 35
24 419000000 -3.5 40 256 qam 36

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 5 0
2 Locked 40.3 5 0
3 Locked 40.9 7 0
4 Locked 40.9 1 0
5 Locked 40.3 5 0
6 Locked 40.9 5 0
7 Locked 40.9 5 0
8 Locked 40.3 4 0
9 Locked 40.9 7 0
10 Locked 40.9 5 0
11 Locked 40.3 5 0
12 Locked 40.3 5 0
13 Locked 40.9 5 0
14 Locked 40.9 6 0
15 Locked 40.3 5 0
16 Locked 40.3 6 0
17 Locked 40.9 5 0
18 Locked 40.3 4 0
19 Locked 40.3 5 0
20 Locked 40.9 6 0
21 Locked 40.3 7 0
22 Locked 40.3 5 0
23 Locked 39.8 13 0
24 Locked 40.3 0 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 51 5120 32 qam 3
2 32599834 52 5120 16 qam 5
3 39400000 51 5120 32 qam 4

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 11 0
2 ATDMA 0 0 4 0
3 ATDMA 0 0 124 0

Network Log
Time Priority Description
20/09/2022 21:14:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:14:50 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:13:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:13:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:13:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:12:43 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:12:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:12:6 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:10:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:10:39 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:09:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:09:6 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:07:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:07:58 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:06:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:06:26 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:05:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:05:18 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:03:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2022 21:03:57 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Very bad stats upstream, probably need a technician’s visit unless there is an area fault. 

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.

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

If no faults found:

Call 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.

[Nathan_B]

Hi there @yorkieboy123, welcome to our forum and thanks for your post.

I'm sorry to see you are having issues with your internet service. I have checked our system and can see that there is indeed a SNR issue in the area logged under the reference F009958763.

The estimated fix time for this to be resolved is 28/09/22 at 3pm. The team will be doing all they can to have this resolved asap. Apologies for any inconvenience caused.

Regards

Nathan