Drop Cable Repair

[StephenH2]

Hi, after a month or so of intermittent broadband connection that has finally broken altogether, a technician visit (following a couple of appointments cancelled because VM said the problem was a network issue that was resolved when it was not), I have been told I need a drop cable replacement and given a date of 20 December for installation.  Having read other comments on the forum I am concerned that even if I keep patient and wait for that there is a fair chance that no one will show on the 20th, or the repair will not be complete, and we will then be into the Christmas period with no internet.

Does any one have any suggestions as to how to convince VM to treat my issue with a bit more urgency?  Their call centres either say they are detecting no issues and suggest cancellation of the visit, or welcome me as a new customer awaiting first installation (I have been with them for 15+ years) and say that only movement of a visit to a later date is possible.  Reading the other comments on here I appreciate that they are probably dealing with an outside contractor but even so, I would assume there is some VM team that interacts with them that could shake things up, any suggestions as to how to get hold of them?

Thanks!

[jbrennand]

A VM person will respond here in a day or two and can take a look at the connection quality.

In the meantime....

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return.
If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log i just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page.
Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
_______________________________________________________
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[goslow]

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@StephenH2 wrote:

Hi, after a month or so of intermittent broadband connection that has finally broken altogether, a technician visit (following a couple of appointments cancelled because VM said the problem was a network issue that was resolved when it was not), I have been told I need a drop cable replacement and given a date of 20 December for installation.  <snip>  Their call centres either say they are detecting no issues and suggest cancellation of the visit, or welcome me as a new customer awaiting first installation <snip>

Thanks!

---

Don't have any helpful answers for you, unfortunately, but for clarity, are you totally without any VM services right now?

[StephenH2]

Thanks:

here are the network logs:

TimePriorityDescription27/11/2022 16:50:40criticalREG RSP not received;CM-MACb;CMTS-MACCM-QOS=1.1;CM-VER=3.0;27/11/2022 16:50:40ErrorT6 Timeout and retries exceeded;CM-MAC;CMTS-MACCM-QOS=1.1;CM-VER=3.0;27/11/2022 16:50:40criticalRegistration RSP rejected unspecified reason;CM-MACCMTS-MAC;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:50:40criticalRegistration RSP rejected message syntax error;CM-MAC;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:50:22criticalNo Ranging Response received - T3 time-out;CM-MAC;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:49:56criticalReceived 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;27/11/2022 16:49:41criticalREG RSP not received;CM-MAC; CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:49:41ErrorT6 Timeout and retries exceeded;CM-MAC;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:49:41criticalRegistration RSP rejected unspecified reason;CM-MAC;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:49:41criticalRegistration RSP rejected message syntax error;CM-MAC;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:49:21criticalNo Ranging Response received - T3 time-out;CM-MAC;CMTS-MAC59;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:48:54criticalReceived 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;27/11/2022 16:48:43criticalREG RSP not received;CM-MAC;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:48:43ErrorT6 Timeout and retries exceeded;CM-MAC;CMTS-MAC59;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:48:43criticalRegistration RSP rejected unspecified reason;CM-MAC;CMTS-MACCM-QOS=1.1;CM-VER=3.0;27/11/2022 16:48:43criticalRegistration RSP rejected message syntax error;CM-MAC;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:48:19criticalNo Ranging Response received - T3 time-out;CM-MAC;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:47:51criticalReceived 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;27/11/2022 16:47:37criticalREG RSP not received;CM-MAC;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;27/11/2022 16:47:37ErrorT6 Timeout and retries exceeded;CM-MAC;CMTS-MAC;CM-QOS=1.1;CM-VER=3.0;

[StephenH2]

Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 234750000 0.5 38 256 qam 13 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 38.9 4 0 1

46200000

57

5120

64 qam

1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

1

0

[StephenH2]

Second post to you is the other info, sorry for the messy submissions, doing it all on my phone and having to go next on and off the router as it obviously has no internet connection. Hope this is the correct stuff and many thanks in advance for anything that you can suggest!

[Roger_Gooner]

Can you connect a laptop to the hub with an Ethernet cable and post the stats and log.

[StephenH2]

Thanks, here we go..

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 234750000 0.4 38 256 qam 13

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 0 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 57 5120 64 qam 1

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0

Network Log
Time Priority Description
27/11/2022 19:55:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:54:50 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;
27/11/2022 19:54:35 critical REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:54:35 Error T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:54:35 critical Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:54:35 critical Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:54:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:53:45 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;
27/11/2022 19:53:35 critical REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:53:35 Error T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:53:35 critical Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:53:35 critical Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:53:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:52:45 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;
27/11/2022 19:52:30 critical REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:52:30 Error T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:52:30 critical Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:52:30 critical Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:52:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/11/2022 19:51:34 critical REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Roger_Gooner]

Your modem is unable to connect to the CMTS, hence no broadband. A replacement cable makes sense only if it is damaged, and so far we don't know if that's the problem. Has anyone suggested a hub swap? Hopefully a forum team member can assist.

[StephenH2]

Hi, thanks for taking a look! The fault was intermittent at first and still was when the technician first came. He said it may be a network fault and only to worry if it came back. At that point he reckoned that replacement cable may be need as that is 20yrs old. A couple of days later it did reappear and then a day later stopped altogether. No one has suggested a replacement hub! Let’s see what the VM person say if they take a look at this.