on 14-07-2021 15:01
For the last few weeks my broadband has been going down for longer and longer periods.
When it's up the connection is great, a flawless 350Mbps connection.
But it will lose connection and no amount of resetting the modem will bring it back.
I have checked all cables are tight, I have done 60 second pinhole resets, and nothing stops the periods of downtime.
Here is my broadband quality monitor
And here is my network status info:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | -6.2 | 38 | 256 qam | 1 |
2 | 147000000 | -6.5 | 38 | 256 qam | 2 |
3 | 155000000 | -6.7 | 38 | 256 qam | 3 |
4 | 163000000 | -7 | 38 | 256 qam | 4 |
5 | 171000000 | -7.2 | 38 | 256 qam | 5 |
6 | 179000000 | -7.5 | 38 | 256 qam | 6 |
7 | 187000000 | -8 | 38 | 256 qam | 7 |
8 | 195000000 | -8.2 | 38 | 256 qam | 8 |
9 | 203000000 | -8.7 | 38 | 256 qam | 9 |
10 | 211000000 | -9.2 | 38 | 256 qam | 10 |
11 | 219000000 | -9.9 | 38 | 256 qam | 11 |
12 | 227000000 | -10.2 | 37 | 256 qam | 12 |
13 | 235000000 | -10.2 | 37 | 256 qam | 13 |
14 | 243000000 | -10.2 | 38 | 256 qam | 14 |
15 | 251000000 | -10.2 | 38 | 256 qam | 15 |
16 | 259000000 | -10.5 | 37 | 256 qam | 16 |
17 | 267000000 | -10.5 | 38 | 256 qam | 17 |
18 | 275000000 | -10.9 | 37 | 256 qam | 18 |
19 | 283000000 | -11.2 | 37 | 256 qam | 19 |
20 | 291000000 | -11.2 | 37 | 256 qam | 20 |
21 | 299000000 | -11 | 37 | 256 qam | 21 |
22 | 307000000 | -11.2 | 37 | 256 qam | 22 |
23 | 315000000 | -11.2 | 37 | 256 qam | 23 |
24 | 323000000 | -11.7 | 36 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 7590 | 243 |
2 | Locked | 38.9 | 6055 | 275 |
3 | Locked | 38.9 | 5463 | 376 |
4 | Locked | 38.9 | 4303 | 349 |
5 | Locked | 38.9 | 3333 | 347 |
6 | Locked | 38.6 | 2489 | 298 |
7 | Locked | 38.9 | 2286 | 259 |
8 | Locked | 38.6 | 3729 | 234 |
9 | Locked | 38.6 | 3591 | 52 |
10 | Locked | 38.9 | 3144 | 45 |
11 | Locked | 38.6 | 3550 | 42 |
12 | Locked | 37.6 | 3394 | 29 |
13 | Locked | 37.6 | 2248 | 33 |
14 | Locked | 38.6 | 1278 | 13 |
15 | Locked | 38.6 | 884 | 1 |
16 | Locked | 37.6 | 271 | 0 |
17 | Locked | 38.6 | 161 | 0 |
18 | Locked | 37.6 | 117 | 8 |
19 | Locked | 37.3 | 108 | 7 |
20 | Locked | 37.3 | 223 | 0 |
21 | Locked | 37.3 | 141 | 0 |
22 | Locked | 37.6 | 104 | 0 |
23 | Locked | 37.3 | 103 | 0 |
24 | Locked | 36.6 | 147 | 13 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 54.8 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 3 | 0 |
(Sometimes there are multiple upstream channels, right now apparently there's only 1)
My network log is filled with T3 time-outs, T4 time-outs and the occasional T6 time-out and SYNC Timing Synchronization failure.
Hoping someone can push this to the VM engineers to take a look.
Answered! Go to Answer
on 14-07-2021 15:43
Hi elasto,
Thanks for your post and welcome to the Forums. It's great having you on board with us although apologies to hear you are having some issues with your broadband connection.
Checking your stats I can indeed see that your power levels need adjusting. This isn't something that can be done remotely and will need an engineer instead. I would like to arrange for an engineer to come to take a look at this for you.
I just need to confirm the address to ensure we are booking the visit on the correct account.
I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Thanks,
on 14-07-2021 15:04
on 14-07-2021 15:33
on 14-07-2021 15:35
on 14-07-2021 15:43
Hi elasto,
Thanks for your post and welcome to the Forums. It's great having you on board with us although apologies to hear you are having some issues with your broadband connection.
Checking your stats I can indeed see that your power levels need adjusting. This isn't something that can be done remotely and will need an engineer instead. I would like to arrange for an engineer to come to take a look at this for you.
I just need to confirm the address to ensure we are booking the visit on the correct account.
I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Thanks,
on 14-07-2021 16:16
Thank you for confirming the details as requested by Kath via PM @elasto
I have arranged for the first available engineer appointment for you. Should you find the time and date unsuitable, feel free to re-schedule via your online account.
Let us know how the visit goes 🙂
on 15-07-2021 21:40
So, the engineer came and removed a couple of unnecessary splitters that I wasn't even aware were in the loop, bumped up the power a tad from the road and it's all looking groovy. Upstream and downstream power levels look good and there's been no issues with broadband since.
Kudos to VM for fixing the issue within a day of me raising the issue here 👍