VM service has been off every day in the last week

[Sheffs]

In the last 7 days at some point everything has stopped working. No wifi, tv or phone. I have called so many times all I get is it's an outage. The status often shows all ok when it's not. I have managed to get an engineer tomorrow though they cancelled this at one point stating they'd solved the issue. I work from home, it's embarrassing in the least not to say I don't want to be working at night time if I can't keep up. some days it's off all day but you just can't rely on it. I am beside myself, just don't know what to do about it trying to communicate and get a real person is so difficult them when you do it's we apologise it's an outage, what every day? They gave me a refund of 12.50 Woop de Doo! I just want to get what I'm paying for, this supposedly super reliable, super fast service, it's a complete joke and I've totally had enough.

[japitts · Accepted solution]

If you call the automated status line - 0800 5610061 - does this confirm there's a loss-of-service in your area? It should be listed on there if so, and is often a more reliable method than the online status check where local/street-level issues are concerned.

If there's a LOS reported on there, then your hands are probably tied until that's fixed.

On the assumption that there's nothing listed... what're the issues you're having? Specifically - on the TV side (more my speciality) can you view live channels or are you getting error messages/codes? On the broadband side, are wired connections affected in the same way as wireless?

Let's check some basics of what's going on, and we can go from there.

[Sheffs]

Hi, thank you for that number that's helpful.

The issues are we can be working then it simply cuts out, we have had one day of planned outage which we were notified about which I can accept 

At the same time the tv works is pixelated with sounds except channel 4 which is weird. 

These outages are random can be morning afternoon, night or even at 2am! Then they come on sometimes before or after specified time.

I feel I have to ring to register loss of service so they know I'm not happy.

Can you say what you mean by wired ? Ie my heating is ok but not sure about cctv.

Thanks for taking the time to reply I do appreciate!

[japitts]

Ordinarily I'd recommend starting a separate post for your TV issues in the TV section but I'll make an exception to one of my usual rules here, and combine advice for TV & broadband in one. because it sounds like the issues could be common.

Pixellation on live TV is often a sign of a signal fault. Standard advice is to reboot your box once to eliminate software issues, and if symptoms persist there's clearly an underlying fault needing fixed by VM. If nothing's reported on the status line, then you'll need to report the fault to VM and 9 times out of 10 it'll need a tech visit - in other words "boots on the ground". Are you saying C4 is ok or not ok? And is that the SD or HD channel?

On the broadband side...

1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlying issues.

What I mean by wired/wireless connections is - VM supply your home with a broadband connection, which your router converts into WiFi (wireless) & Ethernet (cabled) connections. Identifying whether both are affected or only one, is fundamental to whether this is a WiFi (router) fault or a broadband one.

I have a suspicion that your issues may be signal-related and affecting both your broadband & TV services.

[Sheffs]

Hi

C4 is the only one (HD) that worked without pixelation and distortion after service resumes all TV is fine.

I have registered on the think broadband but there is nothing to show on the graph, I assume that needs to build up? Here are the speeds though https://www.thinkbroadband.com/speedtest/1636286434810255055

And here is the status of the router, sorry but I am no techie at all you'll have to bear with me!

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	323000000	Locked
Ranged Upstream Channel (Hz)	46199971	Locked
Provisioning State	Online

Downstream bonded channels

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

1	323000000	1	40	256 qam	24
2	139000000	1.2	38	256 qam	1
3	147000000	0.7	38	256 qam	2
4	155000000	0.5	38	256 qam	3
5	163000000	0.7	38	256 qam	4
6	171000000	0.7	38	256 qam	5
7	179000000	0.7	38	256 qam	6
8	187000000	0.7	38	256 qam	7
9	195000000	0.7	40	256 qam	8
10	203000000	0.7	40	256 qam	9
11	211000000	0.7	38	256 qam	10
12	219000000	1	40	256 qam	11
13	227000000	0.9	38	256 qam	12
14	235000000	0.7	38	256 qam	13
15	243000000	0.5	40	256 qam	14
16	251000000	0.7	40	256 qam	15
17	259000000	0.7	40	256 qam	16
18	267000000	0.7	40	256 qam	17
19	275000000	0.7	40	256 qam	18
20	283000000	0.7	40	256 qam	19
21	291000000	0.9	40	256 qam	20
22	299000000	1	38	256 qam	21
23	307000000	0.9	40	256 qam	22
24	315000000	0.7	40	256 qam	23

Downstream bonded channels

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

1	Locked	40.3	5	0
2	Locked	38.9	7	0
3	Locked	38.9	6	0
4	Locked	38.9	7	0
5	Locked	38.9	9	0
6	Locked	38.9	9	0
7	Locked	38.9	7	0
8	Locked	38.6	5	0
9	Locked	40.3	6	0
10	Locked	40.3	6	0
11	Locked	38.9	3	0
12	Locked	40.3	8	0
13	Locked	38.9	11	0
14	Locked	38.9	6	0
15	Locked	40.3	8	0
16	Locked	40.9	7	0
17	Locked	40.3	4	0
18	Locked	40.3	6	0
19	Locked	40.3	7	0
20	Locked	40.3	7	0
21	Locked	40.3	9	0
22	Locked	38.9	5	0
23	Locked	40.3	6	0
24	Locked	40.3	9	0

Upstream bonded channels

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

1	46199971	47.8	5120	64 qam	1
2	25800000	45.8	5120	32 qam	4
3	32599991	46.3	5120	64 qam	3
4	39399996	46.3	5120	64 qam	2

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	0	0
4	ATDMA	0	0	1	0

[Sheffs]

 

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	9834ncxv9873254k;fg87dsfd;kfo

Primary Downstream Service Flow

SFID	31333
Max Traffic Rate	115000000
Max Traffic Burst	10000
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	31334
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

07/11/2021 11:47:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 11:44:1	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 00:14:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 19:11:5	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:58:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:57:50	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:57:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:57:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:57:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:57:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:54:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:54:41	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:51:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:45:6	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;
06/11/2021 18:43:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:43:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:43:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:43:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:43:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2021 18:43:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Serena_C]

Hi @Sheffs

Welcome to our Community Help Forum 🙂

Thank you for making your first post regarding the on going issues you have been experiencing with your service recently, I'm sorry for any frustration this has caused.

I would like to take a look at your account and investigate this further. I shall send you a private message to obtain the details required. Please keep an eye out for the purple envelope in the top right corner and get back to me when you can!

Kind regards,

Serena

[Sheffs]

I have posted these details, please could you take a look?

[Sofia_B]

Thanks for getting back to us @Sheffs. 

We're unable to access your account to have a look into things without passing DPA. 

If you haven't already, please respond to the private message Serena has sent over to you. 

As advised, you'll be able to find this message in the purple envelope located in the top right hand corner of the Forum. 

Thanks,