on 21-07-2021 10:20
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
on 21-07-2021 15:29
21-07-2021 16:54 - edited 21-07-2021 16:54
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
on 21-07-2021 16:59
on 21-07-2021 17:44
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 387000000 | 1.4 | 38 | 256 qam | 32 |
2 | 203000000 | 0 | 33 | 256 qam | 9 |
3 | 211000000 | 0 | 34 | 256 qam | 10 |
4 | 219000000 | 0 | 34 | 256 qam | 11 |
5 | 227000000 | 0 | 34 | 256 qam | 12 |
6 | 235000000 | -0.7 | 33 | 256 qam | 13 |
7 | 243000000 | 0 | 34 | 256 qam | 14 |
8 | 251000000 | 0 | 35 | 256 qam | 15 |
9 | 259000000 | 0.5 | 35 | 256 qam | 16 |
10 | 267000000 | 0.5 | 35 | 256 qam | 17 |
11 | 275000000 | 0.7 | 35 | 256 qam | 18 |
12 | 283000000 | 1.2 | 36 | 256 qam | 19 |
13 | 291000000 | 1.4 | 37 | 256 qam | 20 |
14 | 299000000 | 1.7 | 37 | 256 qam | 21 |
15 | 307000000 | 1.2 | 37 | 256 qam | 22 |
16 | 315000000 | 2 | 37 | 256 qam | 23 |
17 | 323000000 | 2.7 | 37 | 256 qam | 24 |
18 | 331000000 | 3.2 | 37 | 256 qam | 25 |
19 | 339000000 | 3 | 38 | 256 qam | 26 |
20 | 347000000 | 2 | 38 | 256 qam | 27 |
21 | 355000000 | 1.7 | 37 | 256 qam | 28 |
22 | 363000000 | 1.2 | 37 | 256 qam | 29 |
23 | 371000000 | 1.5 | 37 | 256 qam | 30 |
24 | 379000000 | 1.5 | 38 | 256 qam | 31 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 50 | 339 |
2 | Locked | 33.9 | 6203 | 1188 |
3 | Locked | 34.3 | 3764 | 1333 |
4 | Locked | 34.3 | 3647 | 1417 |
5 | Locked | 34 | 5107 | 1203 |
6 | Locked | 33.9 | 6183 | 949 |
7 | Locked | 34.4 | 1308 | 1024 |
8 | Locked | 35.5 | 206 | 614 |
9 | Locked | 35.5 | 108 | 803 |
10 | Locked | 35.5 | 116 | 908 |
11 | Locked | 35.5 | 103 | 495 |
12 | Locked | 36.6 | 92 | 348 |
13 | Locked | 37.3 | 62 | 429 |
14 | Locked | 37.6 | 65 | 411 |
15 | Locked | 37.3 | 87 | 413 |
16 | Locked | 37.3 | 89 | 397 |
17 | Locked | 37.6 | 73 | 291 |
18 | Locked | 37.6 | 85 | 242 |
19 | Locked | 38.6 | 70 | 294 |
20 | Locked | 38.6 | 77 | 305 |
21 | Locked | 37.6 | 88 | 281 |
22 | Locked | 37.6 | 55 | 322 |
23 | Locked | 37.3 | 70 | 231 |
24 | Locked | 38.6 | 57 | 190 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 54 | 5120 | 32 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
on 21-07-2021 17:44
21/07/2021 16:38:40 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:38:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:37:20 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:36:46 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:36:40 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:36:40 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:35:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:35:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:35:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:35:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:35:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:35:38 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:33:58 | critical | Received 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 16:33:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:32:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:32:57 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:32:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:32:55 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:32:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/07/2021 16:31:44 | notice | Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 21-07-2021 17:49
Here you go:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c4085a2245e185353a845b5a981182987bc2957
on 21-07-2021 21:19
on 22-07-2021 08:20
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
on 22-07-2021 09:32
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