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lod666
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M350 Intermittent broadband. Two engineer visit but the problem still remains.

Hi, since the end of May, I am experiencing intermittent broadband. Initially, it started with a longer dropout, especially in the afternoon and then stable service in the evening. Booked an engineer. An engineer came and told me they can’t see any issues and everything is fine. The service started getting worse instead and my thought was maybe it could be due to VM and O2 partnership. Thus, I gave a couple of days, hoping that service will get back to normal but I was wrong. I booked an engineer again.

On this occasion, an engineer came and replaced the existing cable connected to the VM hub 3 from the wall socket, replaced VM hub 3, inspected cable coming into the house and wall socket, and replaced some old connectors with the new one. Basically, they did a quite lot of work this time unlike the previous one, who just went through their tablet logs and told me everything is fine and wouldn’t check or inspect anything because the VM hub was in modem mode and therefore, told me that they can’t inspect thoroughly. While the service improved slightly with fewer dropout, it has gone downhill again since this week. The broadband is frequently intermittent, especially in the afternoon, making me unable to work from home and commute to the office to work instead. I have tried everything they asked for, reset the hub, router/modem mode, wired/wireless connection, checked service status, which funnily shows no broadband issues. In the past, I had occasional issues but not any in this fashion. The service has been an absolute nightmare in the last 3 weeks, especially after the partnership announcement.

Moreover, I also recently realised that VM has been charging me £3.50 more every month in the last three month since they updated my contract. While this has been resolved after phoning them with correction credit applied, I am still not happy with their overall service and as a long-time customer, I am sad to say that I will be exploring other providers if the service doesn’t pick up, even though I still got 8 months left on my contract.

See below if anyone interested.

BQM link below

15/06/2021, 16/06/2021 

Router status

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

259000000

Locked

Ranged Upstream Channel (Hz)

39400000

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

259000000

4.6

40

256 qam

16

2

139000000

7.1

40

256 qam

1

3

147000000

6.8

40

256 qam

2

4

155000000

6.6

40

256 qam

3

5

163000000

6.8

40

256 qam

4

6

171000000

6.8

40

256 qam

5

7

179000000

6.8

40

256 qam

6

8

187000000

6.8

40

256 qam

7

9

195000000

6.5

40

256 qam

8

10

203000000

6.1

40

256 qam

9

11

211000000

6

40

256 qam

10

12

219000000

6

40

256 qam

11

13

227000000

6

40

256 qam

12

14

235000000

5.5

40

256 qam

13

15

243000000

5

40

256 qam

14

16

251000000

5

40

256 qam

15

17

267000000

4.9

40

256 qam

17

18

275000000

4.9

40

256 qam

18

19

283000000

4.8

40

256 qam

19

20

291000000

5.1

40

256 qam

20

21

299000000

5.5

40

256 qam

21

22

307000000

5.5

40

256 qam

22

23

315000000

5.5

40

256 qam

23

24

323000000

4.8

40

256 qam

24



Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

10140

1958

2

Locked

40.3

292954

183386

3

Locked

40.3

48618

6479

4

Locked

40.9

14904

3196

5

Locked

40.3

16459

3304

6

Locked

40.9

12646

2612

7

Locked

40.3

13501

2290

8

Locked

40.3

15654

2467

9

Locked

40.3

18919

3005

10

Locked

40.9

16265

2775

11

Locked

40.3

13526

2051

12

Locked

40.3

11379

1936

13

Locked

40.3

13055

2795

14

Locked

40.3

14547

3003

15

Locked

40.3

14482

2757

16

Locked

40.9

12636

1854

17

Locked

40.9

9323

1435

18

Locked

40.3

9901

1502

19

Locked

40.3

10703

1909

20

Locked

40.3

10729

1645

21

Locked

40.3

9282

1333

22

Locked

40.9

7899

1197

23

Locked

40.3

8230

1182

24

Locked

40.9

9885

1917

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

46

5120

64 qam

2

2

25800088

45.3

5120

64 qam

4

3

46200000

46.5

5120

64 qam

1

4

32600000

45.8

5120

64 qam

3




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-bbt062+voc-b.cm

 

Primary Downstream Service Flow

SFID

1578264

Max Traffic Rate

402500089

Max Traffic Burst

42600

Min Traffic Rate

0



Primary Upstream Service Flow

SFID

1578263

Max Traffic Rate

38500089

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

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lod666
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Message 2 of 16
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Re: M350 Intermittent broadband. Two engineer visit but the problem still remains.

Network Log

Time

Priority

Description

16/06/2021 11:38:47

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:36:16

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:35:12

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;

16/06/2021 11:33:53

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:30:49

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:30:48

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:30:48

critical

Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:30:25

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:30:25

critical

Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:15:5

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:14:9

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;

16/06/2021 11:09:50

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:09:2

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:06:43

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:05:43

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;

16/06/2021 11:04:10

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 11:01:5

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 08:44:38

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 08:44:38

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/06/2021 04:03:38

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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lotharmat
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Message 3 of 16
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Re: M350 Intermittent broadband. Two engineer visit but the problem still remains.

Power levels look fine but the BQM and log tell a very different story!

VM would need to take a look at this!

Are there any outages in the area?

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

lod666
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Message 4 of 16
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Re: M350 Intermittent broadband. Two engineer visit but the problem still remains.

Nope, there aren't. Thank you for looking at the log.
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lotharmat
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Message 5 of 16
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Re: M350 Intermittent broadband. Two engineer visit but the problem still remains.

No problemo! - Just need to wait now for the forum staff to pick it up!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Paulina_Z
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Message 6 of 16
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Re: M350 Intermittent broadband. Two engineer visit but the problem still remains.

Hi @lod666,

 

Welcome back to our Community Forum! Thank you for getting in touch about your issue, and I'm sorry to hear that you're having ongoing connection issues after two technician appointments.

 

Than you for confirming that there are no ongoing area issues. This can always be found on our Service Status page or by calling our Automated Service Status line on 0800 561 0061.

 

I've not been able to locate your account to check on your current power levels. I will send you a Private Message so I can locate your account and confirm a few details. Please keep an eye out for a purple envelope at the top of your forum page.

 

I will be in touch soon. 

 

Thanks! 🙂

Paulina_Z
Forum Team



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Paulina_Z
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Message 7 of 16
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Helpful Answer

Re: M350 Intermittent broadband. Two engineer visit but the problem still remains.

Hi @lod666,

 

Thank you for confirming a few details with me over Private message. 

 

After taking a look at your account, I cannot see anything that could be causing intermittent drops. 

 

Your power levels are all in spec and looking as they should be, there is no active area issue, and our system is not picking up any issues that could be causing this problem. 

 

How has your connection been over the past few days?

 

Please let us know so we can look into this further if needed.

 

Thanks! 🙂

Paulina_Z
Forum Team



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lod666
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Message 8 of 16
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Re: M350 Intermittent broadband. Two engineer visit but the problem still remains.

Hi Paulina,

Thank you for looking into the issue.

Lately, it has been stable with fewer dropouts. I will let you know there's any further issue. 

Thanks.

 

 

 

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Ashleigh_C
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Message 9 of 16
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Re: M350 Intermittent broadband. Two engineer visit but the problem still remains.

Hi there @lod666

 

Thank you so much for your updates and please do let us know if anything further happens with your connection! 

 

Thank you again.

Ash_C
Forum Team



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Paulina_Z
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Re: M350 Intermittent broadband. Two engineer visit but the problem still remains.

Hi @lod666,

 

Thank you for coming back to us and thank you for your Private Message! I'm sorry to understand that you're experiencing some issues once more!

 

I have checked your account and cannot see any area issues that could be impacting your service, or any power level issues that are out of spec. 

 

Have you tried to reset your Hub? If so, has that helped with the connection?

 

I can see that your Hub is currently online. Is this issue impacting both wired and wireless connections?

 

Please let me know so we can look into this further.

 

Thanks!

Paulina_Z
Forum Team



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