More Reliable following works? You're joking

[simonbt]

Hi

I had notification a couple of weeks ago that there would be work done in my area to make the broadband 'more reliable'

This was completed and tbh - it's now awful.

The connection hangs, the connection hesitates  making you wonder if it's gone down which I'll mention - this has happened twice since last week.

I've had more issues in the last week than I have had in the 22 years I have been with you.

Whatever the work done was - please reverse it. I am not a fan of this 'improved' broadband. If this carries on, I'll be looking to cancel due to breach of contract.

[Roger_Gooner]

And network log?

[simonbt]

Fri Oct 14 03:41:35 20225DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 04:01:43 20226US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 04:13:52 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 04:21:48 20226US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 06:28:28 20226CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 06:43:19 20226US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 07:13:48 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 07:24:47 20226US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 08:29:16 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 08:57:17 20226US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 09:02:21 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 09:59:46 20225DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 09:59:47 20226US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Oct 14 10:03:42 20226CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[unisoft]

That Docsis 3.1 channel looks noisy. I expect a number of corrected errors (but yours is high even for that) and you have thousands of uncorrected errors. For the latter you should see only a few hundred on a normal line.

The power levels are within spec, but personally anything less than -2 on a channel means weak signal basically. Zero is the perfect text book answer, but most people on normal lines are usually 0 - 6db range on average that I've seen on forums and family/friends. SNR figures are good at 40db though and your Docsis 3.0 channels do not seem to suffer from any noise (as in uncorrectables). Hard to tell if your Docsis 3.1 channel noise was just a burst or regular small bursts, though I'd expect higher number for small bursts.

[simonbt]

It's been awful today. It's dropped out 5 times today. Particularly annoying as it happened during two meetings.

As you mentioned that everything seems OK at your end, am I at liberty to cancel?

MIght find it hard to believe but yes, as stated, it's dropped out more especially today and recently, more then the past 22 years.

[Reece_MH]

Hi @simonbt,

Thanks for the update on this. I'm very sorry to hear things haven't got better with your service. After running further checks on our end, it does appear that your service has been slowly deteriorating since you last contacted us.

Your power levels have slowly gone out of specification, and I can see some packet loss and frequent disconnections on the service. I'm going to send you a private message so we can look into getting somebody out to check things.

Please look out for it in the purple envelope, in the top-right.

Thanks,

[simonbt]

Engineer visited - new hub, new cables and new wall socket. Booked in for a re-pull which has been done. No further visits.

Back to square one with drop outs etc Would someone care to comment on these please?

3.0 Downstream channels

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

25	330750000	-3.200001	40.366287	QAM256	25
1	138750000	0.000000	40.946209	QAM256	1
2	146750000	-0.200001	40.366287	QAM256	2
3	154750000	-0.299999	40.366287	QAM256	3
4	162750000	-0.700001	40.366287	QAM256	4
5	170750000	-1.000000	40.366287	QAM256	5
6	178750000	-1.299999	40.366287	QAM256	6
7	186750000	-1.400002	40.366287	QAM256	7
8	194750000	-1.599998	40.366287	QAM256	8
9	202750000	-1.700001	40.366287	QAM256	9
10	210750000	-1.700001	40.366287	QAM256	10
11	218750000	-1.900002	40.366287	QAM256	11
12	226750000	-1.700001	40.946209	QAM256	12
13	234750000	-1.599998	40.366287	QAM256	13
14	242750000	-1.400002	40.366287	QAM256	14
15	250750000	-1.500000	40.366287	QAM256	15
16	258750000	-1.299999	40.366287	QAM256	16
17	266750000	-1.599998	40.946209	QAM256	17
18	274750000	-2.000000	40.366287	QAM256	18
19	282750000	-2.500000	40.366287	QAM256	19
20	290750000	-2.599998	40.366287	QAM256	20
21	298750000	-2.500000	40.366287	QAM256	21
22	306750000	-2.700001	40.366287	QAM256	22
23	314750000	-3.000000	40.946209	QAM256	23
24	322750000	-3.200001	40.366287	QAM256	24
26	338750000	-3.299999	40.946209	QAM256	26
27	346750000	-3.400002	40.366287	QAM256	27
28	354750000	-3.599998	40.366287	QAM256	28
29	362750000	-3.700001	40.366287	QAM256	29
30	370750000	-3.799999	40.366287	QAM256	30
31	378750000	-3.700001	40.366287	QAM256	31

3.0 Downstream channels

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

25	Locked	40.366287	0	0
1	Locked	40.946209	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.946209	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.946209	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.946209	0	0
24	Locked	40.366287	0	0
26	Locked	40.946209	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

43

-0.7

2217379426

15848

[simonbt]

3.0 Upstream channels

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

1	30100000	44.520599	5120 KSym/sec	64QAM	12
2	23600000	44.520599	5120 KSym/sec	64QAM	13
3	36600000	45.020599	5120 KSym/sec	64QAM	11
4	43100000	45.520599	5120 KSym/sec	64QAM	10
5	49600000	45.520599	5120 KSym/sec	64QAM	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14

10.0

49.0

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

200

53.9

0

0

[Paul_DN]

Hi simonbt,

Thank you for reaching back out and for your post, sorry to see you are still facing issues after a new Hub and cables and also a re-pull, I was able to locate you on our system with the details we have for you and can see there is a short ter connection issues, this can be present when there is a losse connection, please can you check all your connections coming into the property are hand tight, this includes wall connections, all equipment plus any splitters both powered and standard.

Regards

Paul.

[simonbt]

Yes. I have checked these and all good even the box outside.

I hate to be the one but I've been a fervent VM supporter for the last 23 years since NTL and yes, since the 'upgrades' it's been totally unreliable. As I have probably stated before, prior to these 'upgrades' I could count on one hand the number of times I have had issues in 20 odd years. I can now see why people complain.

There are two of use working from home at the moment and it can't be relied upon. Can I ask that this can be resolved as if it carries on being this bad, I'll be stopping the direct debit despite being in contract due to VMs failure to supply a reliable product.

Thanks

[Kain_W]

I can appreciate the frustration caused, 

Just to clarify on the message sent on Monday, did the team advise another repull was to be booked?

Also I wouldn't recommend cancelling the direct debit as extra charges may ensue during the time of getting this investigated.

Regards,