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SR8
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Message 41 of 57
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Re: Specific Timed Internet Drops

New stats that seem off to me (it's in range but wasn't like this before)

3.0 Downstream channels

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

253307500001.337.6QAM25625
11387500005.237.4QAM2561
2146750000537.4QAM2562
3154750000537.6QAM2563
41627500004.537.4QAM2564
5170750000437.6QAM2565
61787500003.437.6QAM2566
71867500002.737.4QAM2567
81947500002.237.4QAM2568
92027500001.537.6QAM2569
102107500001.137.6QAM25610
112187500000.837.6QAM25611
122267500000.737.6QAM25612
132347500000.937.4QAM25613
142427500001.137.6QAM25614
152507500000.537.4QAM25615
162587500000.337.4QAM25616
172667500001.837.6QAM25617
182747500002.137.4QAM25618
192827500003.237.4QAM25619
202907500003.937.6QAM25620
212987500004.137.6QAM25621
223067500003.837.6QAM25622
233147500002.537.4QAM25623
243227500001.537.6QAM25624
263387500001.437.6QAM25626
273467500002.237.4QAM25627
28354750000337.6QAM25628
29362750000337.6QAM25629
303707500001.337.6QAM25630
313787500001.137.6QAM25631



3.0 Downstream channels

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

25Locked37.63627600
1Locked37.355988130
2Locked37.35598810
3Locked37.63627640
4Locked37.35598870
5Locked37.63627640
6Locked37.636276100
7Locked37.355988130
8Locked37.355988312
9Locked37.636276304
10Locked37.636276200
11Locked37.636276130
12Locked37.636276120
13Locked37.355988110
14Locked37.63627680
15Locked37.35598850
16Locked37.35598890
17Locked37.63627620
18Locked37.35598820
19Locked37.35598800
20Locked37.63627600
21Locked37.63627610
22Locked37.63627610
23Locked37.35598800
24Locked37.63627610
26Locked37.63627670
27Locked37.35598800
28Locked37.63627610
29Locked37.63627600
30Locked37.63627620
31Locked37.63627620



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM4096424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked402.2134806725041
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SR8
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Message 42 of 57
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Re: Specific Timed Internet Drops

3.0 Upstream channels

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

13940000047.85120 KSym/sec64QAM6
24620000047.85120 KSym/sec64QAM5
32580000046.35120 KSym/sec64QAM8
43260000046.85120 KSym/sec64QAM7

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA00160
2US_TYPE_STDMA00160
3US_TYPE_STDMA0010
4US_TYPE_STDMA0000
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SR8
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Message 43 of 57
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Re: Specific Timed Internet Drops

It's dropped 5 times today and it's aggravating myself and my family. What the hell am I supposed to do with this terrible Internet. It keeps dropping now and my patience is wearing thin. Can someone just fix this asap or do some form of check to see what is going on. Please this is getting out of hand

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John_GS
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Message 44 of 57
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Re: Specific Timed Internet Drops

Hi SR8

 

Thanks for coming back to us. Apologies again for the service issues. 

 

I can see you had a tech visit who replaced the modem. Has this solved everything for you?

 

Please do keep us posted if you need further assistance

 

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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SR8
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Message 45 of 57
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Re: Specific Timed Internet Drops

Hi John, no the new modem has not helped at all. The technician tightened the wires yet no changes. The Internet is still dropping and every person from the fault team keeps telling me that my WiFi band needs adjusting (which I get but isn't the solution for this). Can you an engineer to check my cabinet or something because this is an outside issue now. I need it checked today because I am fed up of false hope that its been fixed yet it drops whilst I'm on a call. Its affecting my family's work life and my work life so I cannot see why I should stay with VM anymore. I want this fixed today or you've lost a new customer who just joined last month. Its ridiculous how much trouble and anxiety you have given me.

 

Just to add to this I will file another complaint as well as try to report this matter to Ofcom now due to poor communication, poor customer service, poor service as a whole and no compensation for any of the missed appointments and service faults. 

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SR8
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Message 46 of 57
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Re: Specific Timed Internet Drops

New stats from the Hub, I am not sure if it's within the specific levels it should be. The engineer seemed to add a +3 dBmV and tightened all the wires, I think to the splitter that has wires connecting to my TV and broadband.

3.0 Downstream channels

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

253307500000.40000237.355988QAM25625
11387500003.70000137.636276QAM2561
21467500003.79999937.636276QAM2562
31547500003.70000137.636276QAM2563
41627500003.40000237.636276QAM2564
51707500002.79999937.636276QAM2565
61787500002.09999837.636276QAM2566
71867500001.50000037.636276QAM2567
81947500000.90000237.636276QAM2568
92027500000.29999937.636276QAM2569
10210750000-0.09999837.636276QAM25610
11218750000-0.40000237.636276QAM25611
12226750000-0.40000237.355988QAM25612
13234750000-0.20000137.636276QAM25613
14242750000-0.29999937.355988QAM25614
15250750000-1.00000037.355988QAM25615
16258750000-0.79999937.355988QAM25616
172667500001.00000037.636276QAM25617
182747500001.50000037.636276QAM25618
192827500002.00000037.636276QAM25619
202907500002.29999938.605377QAM25620
212987500002.20000137.636276QAM25621
223067500001.90000237.355988QAM25622
233147500001.09999837.355988QAM25623
243227500000.70000137.355988QAM25624
263387500000.59999837.636276QAM25626
273467500001.20000137.355988QAM25627
283547500001.79999937.355988QAM25628
293627500001.50000037.355988QAM25629
303707500000.00000037.636276QAM25630
313787500000.09999837.355988QAM25631



3.0 Downstream channels

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

25Locked37.35598800
1Locked37.636276454
2Locked37.636276220
3Locked37.63627640
4Locked37.63627600
5Locked37.63627600
6Locked37.63627600
7Locked37.63627600
8Locked37.63627600
9Locked37.63627600
10Locked37.63627600
11Locked37.63627600
12Locked37.35598800
13Locked37.63627600
14Locked37.35598800
15Locked37.35598800
16Locked37.35598800
17Locked37.63627600
18Locked37.63627600
19Locked37.63627600
20Locked38.60537700
21Locked37.63627600
22Locked37.35598800
23Locked37.35598800
24Locked37.35598800
26Locked37.63627600
27Locked37.35598800
28Locked37.35598800
29Locked37.35598800
30Locked37.63627600
31Locked37.35598800



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM4096424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked400.871695870
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SR8
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Message 47 of 57
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Re: Specific Timed Internet Drops

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

13940000048.5205995120 KSym/sec64QAM6
24620000049.0205995120 KSym/sec64QAM5
32580000047.7705995120 KSym/sec64QAM8
43260000048.0205995120 KSym/sec64QAM7

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0020
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

Network Log

Time Priority Description

Thu Jan 1 00:01:22 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 19 16:40:46 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 19 16:43:52 20216SW Download INIT - Via Config file cmreg-vmdg640-bbt053+voc-b.cm
Thu Aug 19 16:45:12 20216SW download Successful - Via Config file
Thu Aug 19 16:48:11 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 19 16:48:21 20215RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 19 16:48:38 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 19 16:54:57 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 19 16:55:01 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 19 16:55:21 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 26; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Aug 19 17:14:02 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 05:43:30 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 05:43:37 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 05:44:21 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 05:44:21 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 05:44:29 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 05:48:45 20213Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 05:49:42 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 05:50:22 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 07:04:32 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 07:50:40 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 07:51:23 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 07:51:23 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 07:51:37 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 07:51:47 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 07:51:47 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 07:51:48 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 07:55:55 20213Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 07:57:05 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 20 07:57:44 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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SR8
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Message 48 of 57
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Re: Specific Timed Internet Drops

Here is my new bqm too, 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b73465b50b9ffe643dfa5ed4238e24ce8b...

No one in this forum seems to want to help me anymore since I'm so frustrated and worried about myself and my family's wellbeing given that we are working from home. I know I keep repeating myself and seem to make others feel uncomfortable due to my anger but this is really important and I only just joined and have to resort to an online forum and constant calling just to get something done every time for the past month.

A agent said to me the area field manager will call me, I don't know if that will actually happen but I'm hoping someone nice here can check my bqm and hub 4 data and maybe give me something that can help me determine what I need for VM to do,since they assumed it was my router when it's not now as I am using a new router now. (which was very tedious to set up for all the devices in my house).

This is clearly an outside fault and nothing that I've done but I hope someone can confirm that to me here based on the data provided

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Paulina_Z
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Message 49 of 57
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Re: Specific Timed Internet Drops

Hi @SR8,

 

Thank you for coming back to us about your ongoing issue. We're sorry to hear that you're still experiencing the same problem.

 

I can completely understand your anger and frustration. It must be difficult to work from home if you're experiencing ongoing connection issues.

 

I can see that you have another appointment booked in on your account. Please keep us updated on how your appointment goes and let us know what the technician advises about your issue.

 

We're more than happy to look into this issue further if you're still having issues after your appointment.

 

Thank you,

Paulina_Z
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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SR8
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Message 50 of 57
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Re: Specific Timed Internet Drops

Hi Paulina_Z,

I have been trying to get an advisor to contact my Area Field Manager to double check if a senior engineer has been booked for my appointment this Wednesday that can check the outside wires of my property as well as the cabinet itself. Because I do not need another engineer to tell me that the fault is the router or the wires in my house because that was all checked a engineer already on Thursday and did not change the situation whatsoever. 

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