VM network outages each evening

[HenryQ]

I tried to post this earlier but, yet again, VM dropped offline!! Here is another attempt.

Most evenings, VM goes offline and I cannot get an Internet connection. The monthly bill from VM is pretty high, yet they never tell me about their evening outages.

When VM goes offline, I always run Microsoft's network diagnostics but it is clearly down to VM  rather than MS.

It is pretty well happening every evening. What is the solution please?

BTW, I tried to hit "Post" an hour or so ago, but VM's Internet connection has gone down yet again. I will have another go at posting this in an hour or two. It is now nearly 9 p.m. UK time and VM's Internet connection has failed yet again.

Am about to hit "Post" yet again - fingers crossed!

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

Posr some stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[HenryQ]

Here is the info you requested. The Network Log doesn't look very happy.

Downstream
	DS-1	DS-2	DS-3	DS-4	DS-5	DS-6	DS-7	DS-8
Frequency (Hz)	195000000 Hz	139000000 Hz	147000000 Hz	155000000 Hz	163000000 Hz	171000000 Hz	179000000 Hz	187000000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	8	1	2	3	4	5	6	7
Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	6.3 dBmV	9.1 dBmV	8.8 dBmV	8.4 dBmV	7.5 dBmV	8.7 dBmV	8.3 dBmV	7.2 dBmV
RxMER (dB)	42.5 dB	42.5 dB	42.6 dB	42.5 dB	42.5 dB	43.1 dB	43.1 dB	43.2 dB

Upstream
	US-1	US-2	US-3	US-4
Channel Type	2.0	2.0	2.0	2.0
Channel ID	2	3	4	5
Frequency (Hz)	43100000 Hz	36600000 Hz	30100000 Hz	23600000 Hz
Ranging Status	Success	Success	Success	Success
Modulation	QAM64	QAM64	QAM64	QAM64
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	64	64	64	64
Power Level (dBmV)	47.0 dBmV	46.5 dBmV	46.0 dBmV	46.0 dBmV
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	0	0	0	0
T4 Timeouts	0	0	0	0

Network Log
First Time	Last Time	Priority	Error Number	Description
12/01/2023 04:07:03	12/01/2023 04:07:03	Error (4)	68010300	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2023 12:06:40	11/01/2023 12:06:40	Critical (3)	2436694078	TOD established

[Tudor]

Those Hub2 stats are within spec although some of the downstream are on the high side. Is it just WiFi that drops out or Ethernet cabled devices as well? Could you also set up a BQM.

Setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues

[HenryQ]

Just WiFi as far as I know. Our other computer (cabled) is the wife's, and I've not heard her complaining about the issue.

Most of the time, VM's Internet speed with WiFi is extremely fast. But my Superhub is pretty old now, so I could always ask VM for a replacement.

In the meantime, I'll have a go at setting up a BQM.

Many thanks for your suggestions. Much appreciated. 

[HenryQ]

For many days (weeks) now, my VM Internet connection keeps going offline. VM have been in the press abut it, much to their disgrace.

But, even though the press is no longer reporting on it, the wretched VM Internet service keeps going offline. VM has just imposed a massive monthly price-hike, but still cannot provide a reliable Internet connection.

The Internet connection has just come back after a couple of hours. Can someone please suggest a reliable ISP? VM is so frustrating now.

[Alex_RM]

Hi HenryQ,

Thanks for posting, and sorry to hear you've been having some connection issues. I can see previously you advised you would set up a BQM, have you been able to do this?

Alex_Rm

[HenryQ]

I didn't set up a BQM. Instead, I phoned VM technical support who said they would monitor my connection for 24 hours at their end. I don't know what they did, but the Wi-Fi problem I originally reported above mysteriously disappeared and hasn't come back.

The more recent VM problem I am now referring to was reported in the national press, as it affected so many VM customers in England, Scotland and Wales. This time it wasn't a Wi-Fi issue as my wife's (cabled) computer lost the Internet every time mine did. The outages went on for several days and we have been getting increasingly frustrated.

I then received an email from VM on 11 April saying that our Internet connection will be down on Monday 17 April "for essential works" but should be up and running again at around 6 p.m.

VM increasingly provides a very unreliable service.