Constant disconnections

[cappagh]

Hi all. I had a long saga trying to solve major noise on my line that lasted for about a year and finally got resolved a month or so ago. But over the last few days things seem to be going backwards in a major way - with lots of types of error messages i don't recognise from before and (it looks like) two dropped upstream channels. (Can that be right?!). Any help/pointers much appreciated, though sadly I suspect it means yet more wasted hours on the phone following up on cancelled appointments....

Extracted data as follows:

Downstream bonded channels

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

1	Locked	38.9	559	8506
2	Locked	38.9	2240	4628
3	Locked	38.6	1330	5653
4	Locked	38.6	1462	5636
5	Locked	38.9	1137	6445
6	Locked	38.6	1272	5721
7	Locked	38.9	1021	5372
8	Locked	38.9	968	5517
9	Locked	38.6	874	5416
10	Locked	38.9	830	5277
11	Locked	38.9	832	5268
12	Locked	38.9	743	5137
13	Locked	38.6	1896	7497
14	Locked	40.3	1133	9251
15	Locked	38.9	1267	9272
16	Locked	38.6	1340	9383
17	Locked	38.6	1143	9247
18	Locked	38.9	1141	9656
19	Locked	38.9	729	8789
20	Locked	38.9	894	9230
21	Locked	38.6	812	9315
22	Locked	38.6	772	9682
23	Locked	38.9	2692	7364
24	Locked	38.9	1647	2605

Upstream bonded channels

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

1	53700000	45.5	5120	32 qam	2
2	60300000	45.5	5120	32 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	10	0

Network Log

Time Priority Description

16/11/2021 00:16:15	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
16/11/2021 00:16:4	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;
16/11/2021 00:15:45	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
16/11/2021 00:15:45	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;
16/11/2021 00:14:55	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
16/11/2021 00:14:45	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;
16/11/2021 00:14:25	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
16/11/2021 00:14:25	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;
16/11/2021 00:13:35	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;;
16/11/2021 00:13:5	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;
16/11/2021 00:12:15	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
16/11/2021 00:12:5	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;
16/11/2021 00:11:45	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
16/11/2021 00:11:45	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;
16/11/2021 00:10:55	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
16/11/2021 00:10:45	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;
16/11/2021 00:10:25	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
16/11/2021 00:10:25	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;
16/11/2021 00:09:35	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
16/11/2021 00:09:25	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;

[Alex_RM]

Hi cappagh,

Thanks for posting and sorry to hear you've had some issues with your connection. 

I've been able to locate your account using your forum information and can see you're currently affected by an area SNR outage. 

Whilst this is ongoing your services will be intermittent, the current fix date for this is 17th November.

If you're still experiencing a problem with your connection after this date please let us know.

Alex_Rm

[cappagh]

Still no improvement unfortunately. Could you DM me to let me know what is going on? 

[Alex_RM]

Hi cappagh,

I am sorry you're still experiencing an issue, it does look like the fix date has been extended to 22nd November at 1pm.

Alex_Rm

[cappagh]

Hi Alex - has this been sorted now? Thanks

[cappagh]

trying to work from home today and have had to resort to my mobile for the conference call because the internet is so unstable. What's going on and why is it taking so long to fix (this being on top of the year or more of similar issues i have had already)?!

[Ayisha_B]

Hi @cappagh,

Thanks for your post. Sorry to be the bearer of bad news but the estimated time of fix has been pushed back unfortunately to 30 NOV 2021 13:00.

I can appreciate this is not ideal and we do apologise for any inconvenience caused. 

[cappagh]

Hi there. Surprise surprise this wasn't sorted on 30 November. I got a text message saying it would be solved by 2 December. Then another text message saying it would be solved by 9 December. And when I called just now to find out the status it seems (from the automatic response - i don't seem to be able to speak to anyone) that there is still an issue. The broadband is completely unusable at the moment. And now we are facing another requirement to work from home. This is on top of all the issues last year that took so many months to resolve.

I thought I was doing a good thing by upgrading to a fancy 350mb service. Should i just give up and get a rubbish BT line installed so I can at least have a semi-reliable connection? (And, just maybe, someone who will be able to tell me what's happening if/when an issue does arise).

[cappagh]

Just got a message saying the same thing as every other message but with a date of 16th dec for resolution. Obviously, the fact that I have received countless similar messages in the past means I have zero faith that this will be the case but it might at least be helpful to know what the problem is, how many other people are affected, why it hasn’t been fixed on any of the other occasions dates have been set and whether in fact there is any prospect of it being fixed (on 16th or at all). I take no pleasure in being grumpy about this but it is utterly ridiculous.

[lotharmat]

Yup - you've discovered that VM fix dates are as reliable as a plumber's estimate..