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Internet cutting out and very slow

ajames1210
Joining in

Hi,

So me and my Fiance moved into our new flat on the 1st and have experienced severe internet problems since. At first i thought it was a loose co-ax connection, and when I addressed this there seemed to be some improvement but today it has been incredibly slow and cut out a few times.

Service status is fine
Called 0800 561 0061 and there were no faults.
I'll post my downstream, upstream and network logs here aswell

Any help or advice would be greatly appreciated as this is really disrupting both our work and leisure time.

Downstream bonded channels

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

1235000000-8.538256 qam13
2243000000-9.737256 qam14
3251000000-11.436256 qam15
4259000000-12.236256 qam16
5267000000-1335256 qam17
6275000000-14.535256 qam18
7283000000-14.734256 qam19
8291000000-15.433256 qam20
9299000000-17.531256 qam21
10307000000-20.529256 qam22
11315000000-24.425256 qam0
12347000000-23.226256 qam27
13355000000-21.228256 qam28
14363000000-19.529256 qam29
15371000000-18.530256 qam30
16379000000-17.531256 qam31
17387000000-17.331256 qam32
18395000000-16.831256 qam33
19403000000-15.932256 qam34
20411000000-15.232256 qam36
21419000000-14.333256 qam37



Downstream bonded channels

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

1Locked38.6610
2Locked37.6550
3Locked36.6630
4Locked36.6610
5Locked35.7500
6Locked35680
7Locked34.9760
8Locked33.93220
9Locked31.9761996
10Locked29.4265763035
11Locked25.8139345929893
12Locked26.735079552449286
13Locked28.3518439179
14Locked29.820246092
15Locked30.48910270
16Locked31.41651920
17Locked31.61451760
18Locked31.61215280
19Locked32.5207430
20Locked32.981910
21Locked33.412150

Upstream bonded channels

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

14960000052.5512064 qam1
24310000054512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

Network Log

Time Priority Description

13/07/2023 18:37:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:37:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:37:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:37:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:37:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:37:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:37:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:37:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:36:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:36:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:36:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:36:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:36:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:35:41Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:30:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:30:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:29:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:29:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:29:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 18:29:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

3 REPLIES 3

Client62
Legend

Call it in as a fault on 150 or 0345 454 1111 from a non-VM phone ask for an engineer visit.

Have the Support Team focus on the Hub's stats here are a few clues ...

1) Downstream power levels are all too low.     ( -7 to +7 or even +10 dBmV are normal )
2) Downstream Pre RS and Post RS errors are present in significant numbers.
3) There should be at least four Upstream Bonded channel and only two are connected.

Omadawn
Up to speed

In fact, I’d say, demand a tech visit or else you will cancel. The connection is broken, there’s a bad joint or cable damage somewhere between your hub and the street cabinet.

Jodi_S
Forum Team
Forum Team

Hi ajames1210

A warm welcome and thanks for posting on our community forums. We're sorry to hear you've been experiencing issues with our internet services and slow speeds.

Upon checking from our end, we can see that your power levels are out of specification and we would need to arrange an engineer to resolve this issue for you.

I will pop you over a private message to take some details and get this arranged for you. Please click on the envelope at the top of the page to accept the chat. 

Kind regards Jodi.