bad SNR signal and post error

[kbtang88]

i having problem with my broadband I have keep restart my broadband every 10-20mins keeping getting no internet.

Downstream bonded channels

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

1	203000000	0.5	40	256 qam	9
2	139000000	2.2	40	256 qam	1
3	147000000	1.7	40	256 qam	2
4	155000000	1.4	40	256 qam	3
5	163000000	1.4	40	256 qam	4
6	171000000	1.5	40	256 qam	5
7	179000000	1.2	40	256 qam	6
8	187000000	1	40	256 qam	7
9	195000000	0.7	40	256 qam	8
10	211000000	0.2	40	256 qam	10
11	219000000	0	40	256 qam	11
12	227000000	0	40	256 qam	12
13	235000000	-0.2	40	256 qam	13
14	243000000	-0.5	40	256 qam	14
15	251000000	-0.7	40	256 qam	15
16	259000000	-0.7	40	256 qam	16
17	267000000	-0.2	40	256 qam	17
18	275000000	-0.2	40	256 qam	18
19	283000000	0	40	256 qam	19
20	291000000	0	40	256 qam	20
21	299000000	0.2	40	256 qam	21
22	307000000	0.2	40	256 qam	22
23	315000000	0.5	40	256 qam	23
24	323000000	0.2	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	92	104
2	Locked	40.3	80	122
3	Locked	40.3	101	101
4	Locked	40.9	71	145
5	Locked	40.9	70	136
6	Locked	40.9	93	148
7	Locked	40.3	69	147
8	Locked	40.3	111	0
9	Locked	40.3	91	117
10	Locked	40.3	114	74
11	Locked	40.3	9	0
12	Locked	40.3	10	0
13	Locked	40.3	150	9
14	Locked	40.3	14	0
15	Locked	40.9	121	63
16	Locked	40.3	104	94
17	Locked	40.3	90	124
18	Locked	40.3	141	5
19	Locked	40.3	8	0
20	Locked	40.3	7	0
21	Locked	40.9	7	0
22	Locked	40.3	8	0
23	Locked	40.3	10	0
24	Locked	40.3	7	0

[kbtang88]

it's strange i have reset my broadband still the same

[Ashleigh_C]

Hi there @kbtang88 

Thank you so much for your post and welcome back to the community forums.

Thank you so much for our community team for their help so far, and I am so sorry that you have faced this issue. 

I've not been able to find your account via the forum details so I'm just going to pop you a quick message so we can grab some information. 

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

[Ashleigh_C]

Hi there @kbtang88 

Thank you for popping back to me via the PM and I have taken a look on our side and cannot see any issues that may be caused this. 

Can I ask how things have been looking since your last post? 

[kbtang88]

Still the same.

[Matthew_ML]

I am so sorry to hear this kbtang88, I can see you are in PM with my colleague.

Please do send her another PM, and she would be happy to take another look into this for you. 🙂 

[Ashleigh_C]

Hello again @kbtang88 
Thanks so much for your private message and confirming your address, I have now booked you a visit for connection issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment