Repeated Broadband outages - 17 times since April

[gazthomas]

I am at a total loss as where to go next! our VM Services have until recently always been really stable - but since April 2023 and the upload speed upgrade they have been atrocious - constantly down - not a week goes by when there is a broadband or TV outage - of some sort - Trying to get this addressed is literally impossible - every avenue puts you bakc in an automated loop to the beginning - the status checker is pointless - it takes hours to update so you always have to consider it might just be you...eventually they will concede its a fault in the area AGAIN!. Been without any broadband again the last 48 hours - no sign of it being fixed - I have arranged engineer calls via their online status process - no one ever turns up - two missed this week! No one to complain to as no one answers the phone any more ! you just get a link sent via a text message that starts the whole process again! - I raised a complaint on line - it was showing as there for less than a day before tracking showed it had gone..I have since raised 2 more complaints all show in the tracker initally then dissapear with in a few minutes..I hace references for three complaints none of which are being tracked! 

I have no idea after being really reliable for so long that its not hit and miss whether we will get service on a particular day - and the worse thing is no one will speak to you about it! Ridiculous company

[jbrennand]

What is being reported on 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 and fix estimates, down to street cab/ postcode level.

Also lets see your connection data - 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) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

The "compensation "timer" can also be started on this number if appropriate.

[gazthomas]

thanks apologies for the delay i was away working all weekend

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

1	395000000	0.2	38	256 qam	33
2	267000000	0.5	40	256 qam	17
3	275000000	0.7	40	256 qam	18
4	283000000	0	40	256 qam	19
5	291000000	0.2	40	256 qam	20
6	299000000	0.5	40	256 qam	21
7	307000000	0.2	40	256 qam	22
8	315000000	0.2	40	256 qam	23
9	323000000	0.5	40	256 qam	24
10	331000000	0.2	40	256 qam	25
11	339000000	0.2	38	256 qam	26
12	347000000	0.9	40	256 qam	27
13	355000000	0.5	40	256 qam	28
14	363000000	0	40	256 qam	29
15	371000000	0.5	40	256 qam	30
16	379000000	0.7	38	256 qam	31
17	387000000	-0.2	40	256 qam	32
18	403000000	0.5	40	256 qam	34
19	411000000	-0.4	38	256 qam	35
20	419000000	-0.2	38	256 qam	36
21	427000000	0.2	40	256 qam	37
22	435000000	-1	38	256 qam	38
23	443000000	-0.9	38	256 qam	39
24	451000000	-0.4	38	256 qam	40

Downstream bonded channels

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

1	Locked	38.9	24825800	0
2	Locked	40.3	4761730	0
3	Locked	40.9	5458497	0
4	Locked	40.9	6439616	0
5	Locked	40.3	7613973	0
6	Locked	40.3	8260204	0
7	Locked	40.3	9743416	0
8	Locked	40.3	10979067	0
9	Locked	40.3	12997866	0
10	Locked	40.3	12375782	0
11	Locked	38.9	13721961	0
12	Locked	40.3	12887752	0
13	Locked	40.3	13968717	0
14	Locked	40.3	15811022	0
15	Locked	40.3	17806447	0
16	Locked	38.9	18916585	0
17	Locked	40.3	21602155	0
18	Locked	40.9	27784874	0
19	Locked	38.6	34781344	0
20	Locked	38.6	31968667	0
21	Locked	40.3	34327661	0
22	Locked	38.9	37893845	0
23	Locked	38.6	39607429	0
24	Locked	38.9	42778881	0

[gazthomas]

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

1	30100000	43.3	5120	64 qam	4
2	23600000	43.8	5120	64 qam	5
3	36600000	43.3	5120	64 qam	3
4	43099993	43.3	5120	64 qam	2
5	49599993	44.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	2	0

[gazthomas]

TimePriorityDescription18/09/2023 07:34:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/09/2023 04:56:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/09/2023 04:56:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:08:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:08:53criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:08:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:08:8criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:07:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:07:25criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:06:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:06:40criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:05:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:05:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:04:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:04:37criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:03:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:03:49criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:02:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:02:56criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;15/09/2023 11:02:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[gazthomas]

all details below as requested - 3rd engineer appointment failed on monday - no one bothers to cancel apologise or turn up!

[Ashleigh_C]

Hi there @gazthomas 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have been experiencing these issues and thank you again for popping back to us. Can I ask what the engineer on Monday stated? 

[gazthomas]

are you joking???? you can clearly see my reply above saying yet again for the third time the engineer did not attend!!! - three appointments made - none cancelled - no apoligies - just all three no shows!!!

[Steven_L]

Thanks for coming back to us gazthomas, I have looked into this and can see that no technician visit has been raised for you, all the tickets booked on our system were for office only diagnostics, I can arrange an appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L

[gazthomas]

Do you want to see the appointment details I received via text each time? Do you want the references to 3 x complaints that have also disseapeared from any form of tracking? You can see why I am so annoyed! Everything you offer is broken.. I can't even reply to your private message as it says I have sent too many recently! None is the amount I have sent!