on 04-03-2023 09:24
Hi,
For the last week I’ve had intermittent connectivity issues on a daily basis. It lasts for 1.5-2 hours each time it happens, and during this period my upload speed will be close to 0mbps. My download speed is still 250+mbps, but due to the upload issue this means everything from Remote Desktop to internet browsing grinds to a halt.
My devices are wired so it’s not Wi-Fi related, and I’ve rebooted and reset the Hub3. The issue can also be seen in my BQM, where each time it happens the lost packages light up.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/9be2315163d10944057eb22fc590a56364084863
I have called VM customer service multiple times, and the only thing they say is that I can reboot the router, and that they have created a speed complaint which will take 30 days to receive feedback on. I need the internet for work, so waiting 30 days for an initial reply is completely unacceptable.
The phone and website Services check also say my area does not have any issues, however when I try to check my service during an issue the website says it can’t connect to my device.
Anyone know anything I can do to get the internet fixed please?
Thank you!
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | 1.7 | 40 | 256 qam | 25 |
2 | 202750000 | 1.2 | 38 | 256 qam | 9 |
3 | 210750000 | 1 | 38 | 256 qam | 10 |
4 | 218750000 | 1 | 38 | 256 qam | 11 |
5 | 226750000 | 0.7 | 38 | 256 qam | 12 |
6 | 234750000 | 0.5 | 38 | 256 qam | 13 |
7 | 242750000 | 0.7 | 40 | 256 qam | 14 |
8 | 250750000 | 0.7 | 40 | 256 qam | 15 |
9 | 258750000 | 0.7 | 40 | 256 qam | 16 |
10 | 266750000 | 0.7 | 40 | 256 qam | 17 |
11 | 274750000 | 0.7 | 40 | 256 qam | 18 |
12 | 282750000 | 0.2 | 40 | 256 qam | 19 |
13 | 290750000 | 0.2 | 38 | 256 qam | 20 |
14 | 298750000 | 1.5 | 38 | 256 qam | 21 |
15 | 306750000 | 2 | 40 | 256 qam | 22 |
16 | 314750000 | 2 | 40 | 256 qam | 23 |
17 | 322750000 | 1.9 | 40 | 256 qam | 24 |
18 | 338750000 | 1.2 | 40 | 256 qam | 26 |
19 | 346750000 | 1.2 | 40 | 256 qam | 27 |
20 | 354750000 | 1 | 40 | 256 qam | 28 |
21 | 362750000 | 0.5 | 38 | 256 qam | 29 |
22 | 370750000 | 0.5 | 40 | 256 qam | 30 |
23 | 378750000 | 0.5 | 38 | 256 qam | 31 |
24 | 386750000 | 0.2 | 40 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 121 | 0 |
2 | Locked | 38.9 | 4152 | 0 |
3 | Locked | 38.9 | 3638 | 0 |
4 | Locked | 38.9 | 414 | 0 |
5 | Locked | 38.6 | 920 | 0 |
6 | Locked | 38.9 | 182 | 0 |
7 | Locked | 40.3 | 285 | 0 |
8 | Locked | 40.3 | 129 | 0 |
9 | Locked | 40.9 | 381 | 0 |
10 | Locked | 40.3 | 205 | 0 |
11 | Locked | 40.9 | 173 | 0 |
12 | Locked | 40.3 | 79 | 0 |
13 | Locked | 38.9 | 96 | 0 |
14 | Locked | 38.6 | 530 | 0 |
15 | Locked | 40.3 | 708 | 0 |
16 | Locked | 40.3 | 100 | 0 |
17 | Locked | 40.3 | 93 | 0 |
18 | Locked | 40.3 | 138 | 0 |
19 | Locked | 40.3 | 138 | 0 |
20 | Locked | 40.3 | 78 | 0 |
21 | Locked | 38.9 | 113 | 0 |
22 | Locked | 40.9 | 116 | 0 |
23 | Locked | 38.9 | 481 | 19309 |
24 | Locked | 40.3 | 139 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 42.2 | 5120 | 64 qam | 2 |
2 | 25800000 | 39.3 | 5120 | 64 qam | 5 |
3 | 32600000 | 39.8 | 5120 | 64 qam | 4 |
4 | 39400000 | 40.8 | 5120 | 64 qam | 3 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 2 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
04-03-2023 09:35 - edited 04-03-2023 09:37
Channel 23 downstream has loads of post RS errors which need addressing.
There are some T3 timeouts across three upstream channels.
Also the BQM shows curiously rigid two hour blocks of heavy packet loss.
Check for local faults on 0800 561 0061 again otherwise call it in as a fault with a view to an engineer.
on 06-03-2023 20:45
Good Evening @DurSth, thanks for your post on our Community Forums, and a very warm welcome to you!
Sorry to hear of the recent broadband issues you've been experiencing.
Can you please advise us how the services are currently performing?
I've been able to look into the local area, and your hub statistics and no outages are currently present, with the hub looking in perfect health.
Kindest regards,
David_Bn
on 06-03-2023 20:50
Thanks for the tips @Cardiffman281!
@David_Bn the network has performed well for the last two days, so I’m crossing my fingers it won’t reoccur. I’ll message back here if it does within the next couple of days.
Thanks!