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Track fault reference

Hi,

I've been given a fault reference and estimated fix time by on line 'Technical Support'. They told me I could track the fault on the web site but I can't find where. Can someone enlighten me please?... or was this yet another way of fobbing me off again?

 

 

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Message 2 of 12
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Re: Track fault reference

The latter, unless it is an area fault showing on the status page.

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Re: Track fault reference

Cheers Graham. As I suspected. If VM gave me half the attention when I have a problem as they did when I was buying the service I’d be happier

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Re: Track fault reference

Does this relate to your Hub 3 issue thread in August or is it a new fault?

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Re: Track fault reference

It is, but seems to be a network fault as it’s a recently cabled area and neighbours are affected too

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Re: Track fault reference

Ok, I haven't read through all 31 posts on that thread.  However, as VM are engaged and, given that you have a fault reference, appear to be actively seeking a resolution, there is little more this community can do to help.  It is worth pointing out that in this type of local fault it can sometimes take an age for the engineers to track down the route cause and then resolve it.  The estimated fix times given are more akin to review dates to establish progress.

The VM Forum team should be able to update you on the progress of the fault reference.

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Re: Track fault reference

Thanks for the advice 

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Re: Track fault reference

Hi kenreid,

 

Thank you for your post. 

 

I have taken a look into your area and can see we have reported a SNR issue in your area. 

 

The current estimated fix date is 16 OCT 2019 15:00. The fault reference number is F007411008.

 

^Martin

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Re: Track fault reference

Martin,

please could you check whether there is still a fault being addressed.

"The current estimated fix date is 16 OCT 2019 15:00. The fault reference number is F007411008" has come and gone but I'm still getting newtrok drop outs and the hub rebooting itself completely at times.

My current network log shows:

7/11/2019 14:43:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 14:44:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 17:48:45criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 17:49:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 21:17:24criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 22:03:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 22:04:28criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 22:05:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 22:20:32criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2019 22:32:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2019 09:02:33criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2019 09:08:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2019 09:16:33criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2019 09:17:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2019 09:40:35criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2019 09:41:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2019 09:43:29criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2019 09:43:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2019 09:43:29criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Message 10 of 12
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Re: Track fault reference

Hi kenreid

I'm really sorry to hear you're still experiencing drop outs with your broadband service.  I can confirm there is an SNR issue currently impacting your area.  The estimated fix date and time is Today, 18th November 2019 at 4:00pm.  I will continue to monitor to verify if we have this recorded as resolved or extended after this time.

 

I will be back in touch.

Regards

 

Lee_R

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