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farazfastian
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Internet down many times a day since past 4 weeks in SM6 Wallington Area

Hi, 

Internet is down many times a day almost every day since past few weeks, and VM not doing anything about it.

They keep pushing the fix date, is there anything else i can do or just leave VM?

Thanks,

Faraz

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jbrennand
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Re: Internet down many times a day since past 4 weeks in SM6 Wallington Area

Where are you getting the estimated fix date from - the "service status" webpage?

Also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. What does that "report" for you?

Is there an associated "fault reference" number and does it say what type of fault it is?

In the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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farazfastian
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Re: Internet down many times a day since past 4 weeks in SM6 Wallington Area

Hi John, 

Appreciate your quick response, this is the dilemma VM service status and the phone number you mentioned both says there's no fault but when I speak to the helpline they say there's a fault going on in my area. No they haven't given me any fault reference, today they've booked an engineer visit for this friday as i was upset with them and why shouldn't I? it just keeps dropping every few minutes!

I'll try the broadband monitoring app for sure. Thanks

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jbrennand
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Re: Internet down many times a day since past 4 weeks in SM6 Wallington Area

That is often VM CS speak for..... "there is no technical fault its just that we have too many customers connected in your location"

Its referred to as "overutilisation". VM are always guarded about confirming that (it could be something else) for a number of reasons.

However the BQM will provide the evidence as to whether that may be the reason (or not) and a VM person ought to pick this up in a day or so and comment.

Also lets see the data from the Hub - can you do this....
_____________________________________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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farazfastian
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Re: Internet down many times a day since past 4 weeks in SM6 Wallington Area

Downstream bonded channels

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

13870000001.438256 qam32
2203000000033256 qam9
3211000000034256 qam10
4219000000034256 qam11
5227000000034256 qam12
6235000000-0.733256 qam13
7243000000034256 qam14
8251000000035256 qam15
92590000000.535256 qam16
102670000000.535256 qam17
112750000000.735256 qam18
122830000001.236256 qam19
132910000001.437256 qam20
142990000001.737256 qam21
153070000001.237256 qam22
16315000000237256 qam23
173230000002.737256 qam24
183310000003.237256 qam25
19339000000338256 qam26
20347000000238256 qam27
213550000001.737256 qam28
223630000001.237256 qam29
233710000001.537256 qam30
243790000001.538256 qam31



Downstream bonded channels

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

1Locked38.650339
2Locked33.962031188
3Locked34.337641333
4Locked34.336471417
5Locked3451071203
6Locked33.96183949
7Locked34.413081024
8Locked35.5206614
9Locked35.5108803
10Locked35.5116908
11Locked35.5103495
12Locked36.692348
13Locked37.362429
14Locked37.665411
15Locked37.387413
16Locked37.389397
17Locked37.673291
18Locked37.685242
19Locked38.670294
20Locked38.677305
21Locked37.688281
22Locked37.655322
23Locked37.370231
24Locked38.657190

 

Upstream bonded channels

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

16030000054512032 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
 

 

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farazfastian
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Re: Internet down many times a day since past 4 weeks in SM6 Wallington Area

Network LogTime Priority Description
21/07/2021 16:38:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:38:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:37:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:36:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:36:40criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:36:40criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:35:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:35:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:35:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:35:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:35:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:35:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:33:58criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:33:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:32:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:32:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:32:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:32:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:32:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 16:31:44noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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farazfastian
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Re: Internet down many times a day since past 4 weeks in SM6 Wallington Area

Here you go: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c4085a2245e185353a845b5a981182987bc2957
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jbrennand
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Re: Internet down many times a day since past 4 weeks in SM6 Wallington Area

OK you have a connection problem - only 1 upstream channel (should be 4) and it is maxed ont on power. Down powers are low too.
I will ask VM to come here and comment.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Robert_P
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Re: Internet down many times a day since past 4 weeks in SM6 Wallington Area

Hello farazfastian

 

Sorry to hear of the connection issue and the frustration caused, we appreciate you raising this via the forums and welcome to the community.

 

From looking at the account I can see there is currently an SNR issue in the area, this has been raised under reference F009164485 with an estimated fix time of the 27th July 2021 at 10.55am. This may explain the current connection problems and whilst there is an open area issue we aren't able to book a visit for you.

 

If we were to book a technician it would automatically be cancelled, we understand this is disappointing and not the news you were looking for but trust it gives some answers to the reasons for the connection problems.

 

Please keep us up to date with this after the estimated fix date and time if the problems still persist and we can take a further look.

 

Rob

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farazfastian
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Message 10 of 17
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Re: Internet down many times a day since past 4 weeks in SM6 Wallington Area

Hi Robert,

Thanks for the update, originally I was told that it'll be fixed by 19 July and then it's pushed back to 27th. How confident you're that it'll be fixed by then? 

Reason I'm asking is that it's really bad (it's mostly down day and night), and if it's going to be longer than 27th then I've to look in to alternative I'm afraid.

Thanks

 

 

 

 

 

 

 

 

 

 

 

 

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