on 21-04-2022 12:41
Since this morning a relatively stable connection has become almost unusable due to erratic and at times almost zero upload speeds.
Despite a regular 380Mbps download the upload speed seems to be close to zero.
After contacting VM via phone and using the 'new' text message link (amounting to turn it on and off again) we then spoke with a VM phone rep. We were informed there was an area issue affecting 25% of the customers in the area and that a tech team were aware and scheduled to repair today.
After some time we were also provided with a number to track the issue (basically the service status number).
That has been saying there are no known issues in the area all morning and up to and including the time of this post.
A second call again confirmed they are aware of an issue but no explanation as to why the service tracker has not updated nor if/when a tech team would be in the area. The status tracker continues to state their is no issue. The advice was to wait a few days and see if it remained unstable which sounded worryingly like a fob off to be honest.
So..... anyone have any experience of something like this? I'm just concerned that although an issue has been identified literally no-one seems to be able to shed any light on the problem at this time and the service tracker is not confirming any known issues (which it normally does).
on 21-04-2022 15:25
on 21-04-2022 15:31
That would be the number indeed and it is still saying there is no issue.
Upload speeds are almost non-existent right now.
As stated before I was told this issue was affecting 25% of customers so was being looked into. But nothing seems to actually support that. One customer service rep says there is an issue, another says there is not, the phone line you mentioned says there is not an issue.
It is just a merry go round and right now I have unusable internet with no idea what is going on.
on 21-04-2022 16:02
on 21-04-2022 16:26
Hi jbrennand,
Happy to jump through the hoops again with you....
Item Status Comments
Acquired Downstream Channel(Hz) | 331000000 | Locked |
Ranged Upstream Channel(Hz) | 46200000 | Ranged |
Provisioning State | Online | Operational |
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 8.3 | 43 | QAM 256 | 25 |
2 | 179000000 | 4.7 | 41 | QAM 256 | 6 |
3 | 187000000 | 4.9 | 41 | QAM 256 | 7 |
4 | 195000000 | 5.6 | 42 | QAM 256 | 8 |
5 | 203000000 | 5.9 | 42 | QAM 256 | 9 |
6 | 211000000 | 6.4 | 42 | QAM 256 | 10 |
7 | 219000000 | 6.5 | 42 | QAM 256 | 11 |
8 | 227000000 | 6.7 | 42 | QAM 256 | 12 |
9 | 235000000 | 6.5 | 42 | QAM 256 | 13 |
10 | 243000000 | 6.2 | 42 | QAM 256 | 14 |
11 | 251000000 | 5.8 | 42 | QAM 256 | 15 |
12 | 259000000 | 5.7 | 42 | QAM 256 | 16 |
13 | 267000000 | 5.9 | 42 | QAM 256 | 17 |
14 | 275000000 | 6.2 | 42 | QAM 256 | 18 |
15 | 283000000 | 6.7 | 42 | QAM 256 | 19 |
16 | 291000000 | 7.1 | 43 | QAM 256 | 20 |
17 | 299000000 | 7.4 | 43 | QAM 256 | 21 |
18 | 307000000 | 7.7 | 43 | QAM 256 | 22 |
19 | 315000000 | 7.9 | 43 | QAM 256 | 23 |
20 | 323000000 | 8.1 | 43 | QAM 256 | 24 |
21 | 339000000 | 8.4 | 43 | QAM 256 | 26 |
22 | 347000000 | 8.2 | 43 | QAM 256 | 27 |
23 | 355000000 | 8.2 | 43 | QAM 256 | 28 |
24 | 363000000 | 8.1 | 43 | QAM 256 | 29 |
25 | 371000000 | 7.9 | 43 | QAM 256 | 30 |
26 | 379000000 | 7.8 | 43 | QAM 256 | 31 |
27 | 387000000 | 7.6 | 43 | QAM 256 | 32 |
28 | 395000000 | 7.4 | 43 | QAM 256 | 33 |
29 | 403000000 | 7.2 | 43 | QAM 256 | 34 |
30 | 411000000 | 7.1 | 43 | QAM 256 | 35 |
31 | 419000000 | 7.2 | 43 | QAM 256 | 36 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 43 | 0 | 0 |
2 | Locked | 41 | 0 | 0 |
3 | Locked | 41 | 0 | 0 |
4 | Locked | 42 | 0 | 0 |
5 | Locked | 42 | 0 | 0 |
6 | Locked | 42 | 0 | 0 |
7 | Locked | 42 | 0 | 0 |
8 | Locked | 42 | 0 | 0 |
9 | Locked | 42 | 0 | 0 |
10 | Locked | 42 | 0 | 0 |
11 | Locked | 42 | 0 | 0 |
12 | Locked | 42 | 0 | 0 |
13 | Locked | 42 | 0 | 0 |
14 | Locked | 42 | 0 | 0 |
15 | Locked | 42 | 0 | 0 |
16 | Locked | 43 | 0 | 0 |
17 | Locked | 43 | 0 | 0 |
18 | Locked | 43 | 0 | 0 |
19 | Locked | 43 | 0 | 0 |
20 | Locked | 43 | 0 | 0 |
21 | Locked | 43 | 0 | 0 |
22 | Locked | 43 | 0 | 0 |
23 | Locked | 43 | 0 | 0 |
24 | Locked | 43 | 0 | 0 |
25 | Locked | 43 | 0 | 0 |
26 | Locked | 43 | 0 | 0 |
27 | Locked | 43 | 0 | 0 |
28 | Locked | 43 | 0 | 0 |
29 | Locked | 43 | 0 | 0 |
30 | Locked | 43 | 0 | 0 |
31 | Locked | 43 | 0 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 48.8 | 5120 | QAM 64 | 1 |
2 | 39400000 | 48.5 | 5120 | QAM 64 | 2 |
3 | 32600000 | 48 | 5120 | QAM 64 | 3 |
4 | 25800000 | 47.8 | 5120 | QAM 64 | 4 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Just came off the phone once again with the Phone Support and they are oblivious to any issues, so did the old on/off shenanigans once again with them. Lots of on hold. Then they decided there was an issue in the area again. When asked why the Service Status number was not showing any issues they were not sure.
on 21-04-2022 16:52
on 21-04-2022 16:59
Hi jbrennand,
Indeed, nothing amiss here and tbh a BQM trace is not going to show anything we don't already know. Something is seriously off with that outbound data, simple. This isn't a bad trace or packet loss issue during heavy traffic, this is a serious hardware issue somewhere off-property and VM don't seem to be acknowledging it or if they are the left hand has no idea what the right hand is doing.
Apologies, I forgot the Network log - an interesting read.....
21-04-2022 16:46:31 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 16:00:33 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 37; 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; |
21-04-2022 16:00:28 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
21-04-2022 16:00:26 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 16:00:20 | notice | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:59:35 | critical | DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:59:20 | critical | DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:59:19 | critical | DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:59:16 | notice | TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:59:14 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:59:12 | notice | Honoring MDD; IP provisioning mode = IPv4 |
21-04-2022 15:59:12 | critical | DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:59:09 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:59:05 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:59:05 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:58:59 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:58:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:58:55 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
21-04-2022 15:58:50 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2022 11:56:35 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2022 11:55:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2022 11:55:31 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2022 11:54:46 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2022 11:54:45 | 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=3.1; |
07-04-2022 11:54:30 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
07-04-2022 11:54:29 | 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=3.1; |
07-04-2022 11:52:47 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-04-2022 11:02:09 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
25-03-2022 14:33:54 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
23-01-2022 09:52:31 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
19-01-2022 06:31:37 | 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=3.1; |
13-12-2021 07:05:46 | critical | Resetting the cable modem due to docsDevResetNow |
on 21-04-2022 20:22
Another evening spent with VM and nothing.
No resolution, no idea of what may or may not happen. Essentially a connection that has great download and zero upload.
They had the audacity to tell us that 'technically' the upload was not guaranteed. From 35Mbps yesterday to 0.8Mpbs today.
Clearly not guaranteed even 'close' to advertised.
Every support chat, every person today has spun another tale. Local issue, area issue, your issue, equipment issue, wireless issue, ethernet issue, tuna sandwich issue.
Again, just endless merry-go-round with them.Nothing resolved, no clear answers, no genuine attempt beyond the script.
I don't even know if we have a tech coming on site they were that confused themselves.
22-04-2022 07:40 - edited 22-04-2022 07:53
22/04/2022 - 07.39am
Same issue. Download is great and as expected, upload sub 1Mbps. Essentially unusable.
on 22-04-2022 09:25
Hi Grumbul,
Just picking this one up - I will send you over a private message so I can confirm some details with you.
Cheers,
Ryan.