WN6 area issue?

[MylesVM]

BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c6c39b3400690289712ee8dca420606047...

Service Status for my area (WN6 0HQ) is saying ok but clearly having issues for the past week. Router Stats look ok, can a VM engineer be sent out to look?

Hub 4 shows solid white light and is affected all household devices both ethernet and wireless

3.0 Downstream channels

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

25	331000000	3.200001	37.636276	QAM256	25
1	139000000	5.300003	38.605377	QAM256	1
2	147000000	5.400002	38.605377	QAM256	2
3	155000000	5.599998	38.605377	QAM256	3
4	163000000	5.300003	38.983261	QAM256	4
5	171000000	4.900002	38.983261	QAM256	5
6	179000000	4.699997	38.983261	QAM256	6
7	187000000	4.500000	38.605377	QAM256	7
8	195000000	4.400002	38.605377	QAM256	8
9	203000000	3.900002	38.605377	QAM256	9
10	211000000	3.599998	38.605377	QAM256	10
11	219000000	3.500000	38.605377	QAM256	11
12	227000000	3.200001	37.636276	QAM256	12
13	235000000	3.000000	37.636276	QAM256	13
14	243000000	3.099998	37.636276	QAM256	14
15	251000000	3.200001	37.355988	QAM256	15
16	259000000	3.299999	37.636276	QAM256	16
17	267000000	3.500000	37.355988	QAM256	17
18	275000000	3.400002	37.355988	QAM256	18
19	283000000	2.400002	37.636276	QAM256	19
20	291000000	1.900002	37.355988	QAM256	20
21	299000000	1.599998	37.355988	QAM256	21
22	307000000	2.400002	37.355988	QAM256	22
23	315000000	3.200001	37.355988	QAM256	23
24	323000000	3.299999	37.355988	QAM256	24
26	339000000	2.400002	37.355988	QAM256	26
27	347000000	2.299999	37.636276	QAM256	27
28	355000000	2.400002	37.636276	QAM256	28
29	363000000	2.299999	37.636276	QAM256	29
30	371000000	2.500000	37.355988	QAM256	30
31	379000000	2.200001	37.636276	QAM256	31

3.0 Downstream channels

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

25	Locked	37.636276	0	0
1	Locked	38.605377	0	0
2	Locked	38.605377	0	0
3	Locked	38.605377	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.605377	0	0
8	Locked	38.605377	0	0
9	Locked	38.605377	0	0
10	Locked	38.605377	0	0
11	Locked	38.605377	0	0
12	Locked	37.636276	0	0
13	Locked	37.636276	0	0
14	Locked	37.636276	0	0
15	Locked	37.355988	0	0
16	Locked	37.636276	0	0
17	Locked	37.355988	0	0
18	Locked	37.355988	0	0
19	Locked	37.636276	0	0
20	Locked	37.355988	0	0
21	Locked	37.355988	0	0
22	Locked	37.355988	0	0
23	Locked	37.355988	0	0
24	Locked	37.355988	0	0
26	Locked	37.355988	0	0
27	Locked	37.636276	0	0
28	Locked	37.636276	0	0
29	Locked	37.636276	0	0
30	Locked	37.355988	0	0
31	Locked	37.636276	0	0

3.1 Downstream channels

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

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

39

-2.5

210115621

0

 

[Client62]

Check also for local issues on the automated service 0800 561 0061.

Downstream Power and SNR looked to spec.

How do the Upstream stats look ?

[MylesVM]

Hi,

I've checked for local issues but comes back as no fault yet the BQM is all over the place;

3.0 Upstream channels

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

1	23600000	39.520599	5120 KSym/sec	64QAM	5
2	30100000	39.520599	5120 KSym/sec	64QAM	4
3	36600000	40.520599	5120 KSym/sec	64QAM	3
4	43100000	41.520599	5120 KSym/sec	64QAM	2
5	49600000	42.520599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

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

6

10.0

36.8

2K

QAM8

3.1 Upstream channels

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

6

OFDMA

200

53.9

0

0

[Client62]

Upstream Power & Modulation are good too.

I've not used the BQM perhaps others can comment on that.

[MylesVM]

Pissing me off this now. VM are so useless, don't even answer forums. Can't even get on Internet now 

Absolute joke, can't ping gateway even after reboot. 

Get more help from a brick wall than I do on here 

[Tudor]

VM do answer forum posts, but not for 2 or 3 days.

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Ashleigh_C]

Hi there @MylesVM 

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

I am so sorry to hear that you have been effected by these issues and a big thank you to our community for their advise on this so far. 

I have checked and I can see that there do appear to be a few connection issues that will require an engineer to take a look. I will arrange this with you now. 

I will pop you a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.