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Connection issues with VM broadband getting more frequent

I've been with VMBB for almost 3.5 years now, on the and the experience has mostly been good (thanks!). Recently things have started to become a little less stable, and it's causing issues during WFH as my partner and I both do a lot of video calls for work.

Occasionally, particularly in the afternoon, bandwidth seems to get throttled. Video calls become particularly difficult, even when switching to audio only. On a couple of occasions in the last 6-8 weeks the broadband connection has dropped entirely for a period of time (sometimes just minutes, up to an hour or so).

Additionally, ever since we first got VMBB a few years ago we've noticed that every single night  some time between midnight and 1am (it varies) our internet goes down. Usually it comes back within 3 or 4 mins, so at worst it's just an annoyance (always happens when the nights netflix is just getting to a good part!), but for the last couple of nights it hasn't been so quick. As an example, last night it seems the internet stayed down from around 12:30am to about 8:45am!

I set up a BB monitor some time ago, which I think captures both of the issues above quite well:

9cad14fd62b6f4618e51736a02af5d7ab69c5466-16-11-2020(1).png

You can see the outage for ~8 hours overnight, plus some instability at various points throughout the afternoon. 

I'm concerned that this is a worsening issue, and will soon cause real impact to my work rather than just annoyance.

 

Will follow up with stats from my Hub 3.0.

 

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Re: Connection issues with VM broadband getting more frequent

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
203000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1203000000-5.235256 qam9
2139000000-3.733256 qam1
3147000000-3.734256 qam2
4155000000-430256 qam3
5163000000-428256 qam4
6171000000-4.231256 qam5
7179000000-4.533256 qam6
8187000000-4.736256 qam7
9195000000-4.736256 qam8
10211000000-5.536256 qam10
11235000000-5.937256 qam13
12243000000-6.237256 qam14
13251000000-6.737256 qam15
14259000000-737256 qam16
15267000000-6.737256 qam17
16275000000-6.237256 qam18
17283000000-5.737256 qam19
18291000000-5.437256 qam20
19299000000-5.437256 qam21
20307000000-5.737256 qam22
21315000000-5.737256 qam23
22323000000-5.937256 qam24



Downstream bonded channels

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

1Locked35.5242002434
2Locked33.95942928140
3Locked34.38453774183
4Locked30.8184529314021
5Locked28.93388410928550
6Locked31.4101808733074
7Locked33.42741073970
8Locked36.3300837963
9Locked36.6253912307
10Locked36.3201061788
11Locked37.3158662065
12Locked37.3146812164
13Locked37.3156793409
14Locked37.3166673684
15Locked37.3145762778
16Locked37.3135712119
17Locked37.6119371357
18Locked37.3103371161
19Locked37.39341692
20Locked37.66822198
21Locked37.67622226
22Locked37.310230780

 

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Re: Connection issues with VM broadband getting more frequent

Upstream bonded channels

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

16030000051512064 qam1
24620000051512064 qam3
33940000051512064 qam4
45370000051512064 qam2

  Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

16/11/2020 11:59:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:46:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:46:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:45:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:45:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:45:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:44:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:44:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:43:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:43:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:43:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:42:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:42:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:41:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:41:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:41:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:40:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:40:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:40:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 08:39:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Alessandro Volta
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Re: Connection issues with VM broadband getting more frequent

Several of your Downstream Power Levels are too low.

All 4 of your Upstream Power Levels are maxed out.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: Connection issues with VM broadband getting more frequent

Thank you for the swift response Mike, will give them a call.

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