No internet especially afternoon/evening

[royrajat]

I have constant internet issues since August 1. This is a local issue affecting my neighbourhood. It works early morning but from afternoon/ evening it is like someone flicks off a switch. Today nothing on from 1200. And this has been ongoing for past 12 days non stop. Earlier webpage showed it will be fixed by August 6th since yesterday it shows to be foxed by 19th Aug. What are we supposed to do. Both me and my wife work from home. How do we get reimbursed for the disruption. I refuse to pay for my services till this is fixed.  

[MOD EDIT: Subject title changed for clarity]

[Cardiffman282]

Set up a BQM to further monitor your connection. Raise a formal written complaint. However you don't yet qualify for automatic compensation and it's in your interests, however infuriating, to keep your payments up. All process links are below. 

[royrajat]

What is BQM and how to set this up?

[Cardiffman282]

Bottom link below 

[royrajat]

Thanks for that.

How do I monitor my virgin connection when there is no internet? I registered on my phone over phone network

[royrajat]

Here are my router logs from today. There was no internet last night. I think it came on early this morning

[bhaskarsamani]

this is what i see 

[bhaskarsamani]

set up a bqm

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

[Daniel_Et]

Hi @royrajat, thank you for your posts.

We're sorry to hear about the issues you're having 😔

Broadband Quality Monitor (BQM) is a free service from Think Broadband and is intended to measure the overall health of a broadband line as well as latency.

You can set up one of these for free by heading to thinkbroadband.com, and a guide as to how it works can be found here.

Please create and share a live graph as that will allow us and other community members who wish to help to see your connection quality in real-time.

It'll then need to run for at least 24 hours before any results can be seen to work from.

Regards,
Daniel

[royrajat]

I have tried setting up the BQM but I can only see red block. My router log reports for today are: 

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

1	411000000	-2.7	38	QAM 256	1
2	419000000	-2.8	38	QAM 256	2
3	427000000	-3.1	38	QAM 256	3
4	435000000	-3	38	QAM 256	4
5	443000000	-3.2	38	QAM 256	5
6	491000000	-3.7	38	QAM 256	11
7	499000000	-3.8	38	QAM 256	12
8	507000000	-3.4	38	QAM 256	13
9	515000000	-3.2	38	QAM 256	14
10	523000000	-3.3	38	QAM 256	15
11	531000000	-2.7	38	QAM 256	16
12	539000000	-2.4	38	QAM 256	17
13	547000000	-2.3	39	QAM 256	18
14	555000000	-1.9	39	QAM 256	19
15	563000000	-2.1	39	QAM 256	20
16	571000000	-2.3	39	QAM 256	21
17	579000000	-2.3	39	QAM 256	22
18	587000000	-2.4	39	QAM 256	23
19	595000000	-2.9	38	QAM 256	24
20	603000000	-3	38	QAM 256	25
21	611000000	-3.3	38	QAM 256	26
22	619000000	-3.8	38	QAM 256	27
23	627000000	-3.5	38	QAM 256	28
24	635000000	-3.9	38	QAM 256	29
25	643000000	-4	38	QAM 256	30
26	651000000	-4.1	38	QAM 256	31
27	659000000	-4.4	38	QAM 256	32
28	667000000	-4.1	38	QAM 256	33
29	675000000	-4.1	37	QAM 256	34
30	683000000	-4	38	QAM 256	35
31	691000000	-4.2	38	QAM 256	36

3.0 Downstream channels

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

1	Locked	38	56	0
2	Locked	38	59	0
3	Locked	38	75	0
4	Locked	38	76	0
5	Locked	38	61	0
6	Locked	38	108	0
7	Locked	38	93	0
8	Locked	38	65	0
9	Locked	38	59	0
10	Locked	38	70	0
11	Locked	38	44	0
12	Locked	38	44	0
13	Locked	39	38	0
14	Locked	39	39	0
15	Locked	39	44	0
16	Locked	39	59	0
17	Locked	39	42	0
18	Locked	39	61	0
19	Locked	38	73	0
20	Locked	38	72	0
21	Locked	38	75	0
22	Locked	38	124	0
23	Locked	38	102	0
24	Locked	38	135	0
25	Locked	38	151	0
26	Locked	38	152	0
27	Locked	38	186	0
28	Locked	38	137	0
29	Locked	37	139	0
30	Locked	38	112	0
31	Locked	38	115	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

37

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

37

Locked

38

-5.2

1341958215

18759

3.0 Upstream channels

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

0	49600000	46.8	5120	QAM 64	1
1	43100000	46	5120	QAM 64	2
2	36600000	45.3	5120	QAM 64	3
3	30100000	44.8	5120	QAM 64	4
4	23600000	44.5	5120	QAM 64	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	1350	62	0
1	ATDMA	0	1350	42	0
2	ATDMA	0	1350	61	0
3	ATDMA	0	1350	48	0
4	ATDMA	0	1350	40	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

10

10.4

42.2

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

10

OFDMA

208

74000000

5866

0

Network Log

Time Priority Description

19-08-2024 12:18:51	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-08-2024 04:52:11	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 23:33:08	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 22:29:18	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 19:28:46	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 19:22:10	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 19:06:54	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 18:13:54	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 17:10:06	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 16:06:18	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 15:02:29	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 13:58:41	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 12:54:52	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 08:39:37	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 07:35:48	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 06:32:00	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 05:28:11	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 03:20:34	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 02:16:45	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 01:12:57	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-08-2024 00:09:08	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-08-2024 23:05:20	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-08-2024 19:30:18	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-08-2024 18:52:46	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-08-2024 18:06:30	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-08-2024 15:38:35	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-08-2024 06:04:17	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-08-2024 03:56:41	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-08-2024 02:46:12	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-08-2024 02:41:08	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-08-2024 02:08:28	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-08-2024 02:03:24	notice	US profile assignment change. US Chan ID: 10; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;