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FarnhamBee
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Work in cabinet due to roadworks, all services now down / bad

Lost all services yesterday, top of my road are roadworks, walked up to find a guy re-routing cables asked him what was happening & he said he was working on getting things fixed - TV returned, but no dial tone on phone & Broadband is shot:

BQM for 14/10/2020BQM for 14/10/2020

 

 

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1171000000-15.832256 qam5
2139000000-10.734256 qam1
3147000000-10.735256 qam2
4155000000-15.431256 qam3
5163000000-13.533256 qam4
6179000000-21.326256 qam6
7187000000-19.529256 qam7
8195000000-14.833256 qam8
9203000000-1732256 qam9
10211000000-15.332256 qam10
11219000000-15.730256 qam11
12235000000-13.434256 qam13
13243000000-13.835256 qam14
14251000000-14.933256 qam15
15259000000-14.533256 qam16
16267000000-15.833256 qam17
17275000000-12.735256 qam18
18283000000-10.236256 qam19
19291000000-9.436256 qam20
20299000000-9.437256 qam21
21307000000-7.737256 qam22
22315000000-9.536256 qam23
23323000000-9.536256 qam24

 

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked32.918601430
2Locked34.3381339615271
3Locked35.7247660
4Locked31.46790520502875
5Locked33.8515206404891
6Locked26.849155765474736020
7Locked29.27969037926058265
8Locked33.393568220
9Locked32.398654720
10Locked32.354610940
11Locked30.322967282915
12Locked34.4175720
13Locked3538850
14Locked33.43287230
15Locked33.92120880
16Locked339946190
17Locked3554610
18Locked36.3430
19Locked36.6420
20Locked37.6530
21Locked37.650
22Locked36.6260
23Locked36.6160

 

Run the online checks & that tells me everything is fine!

Finally got to speak to someone - after waiting on hold for 90 minutes - who told me there were no problems in my area & knew nothing of the obviously scheduled works in my area!

Engineer booked for next Monday! FIVE days away . . . ARGGGHHH!!

Anyone from VM on here who can get things moving?

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FarnhamBee
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Work in cabinet broke my servies

There are roadworks at end of my road.

Yesterday morning at about 10:20, lost all my services, walked up to the roadworks area & spoke to VM engineer at scene who said they were working on the issue.

TV returned at about 13:30, broadband has been intermittent ever since, download speed currently 4Mbps with lots of dropped packets & poor latency.

BQM for 14/10/2020BQM for 14/10/2020

Phone line is not working at all, no dial tone, if I call the number I hear ring tone but the phone doesn't ring.

I walked up to the end of my road at about 18:00 yesterday but the engineers had all left the site.
Tried the online tests which tell me everything is fine - it is NOT.

I finally managed to get through to customer service - after waiting on hold for > 90 mins - who also told me there are no issues in my area & did not know anything about the engineers at the top of my road today, surely VM knows when they send engineers out?

The CS agent did book an engineer visit - for next Monday!  FIVE days after the problem!

Downstream:

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1171000000-15.832256 qam5
2139000000-10.734256 qam1
3147000000-10.735256 qam2
4155000000-15.431256 qam3
5163000000-13.533256 qam4
6179000000-21.326256 qam6
7187000000-19.529256 qam7
8195000000-14.833256 qam8
9203000000-1732256 qam9
10211000000-15.332256 qam10
11219000000-15.730256 qam11
12235000000-13.434256 qam13
13243000000-13.835256 qam14
14251000000-14.933256 qam15
15259000000-14.533256 qam16
16267000000-15.833256 qam17
17275000000-12.735256 qam18
18283000000-10.236256 qam19
19291000000-9.436256 qam20
20299000000-9.437256 qam21
21307000000-7.737256 qam22
22315000000-9.536256 qam23
23323000000-9.536256 qam24

 

Upstream:

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked32.918601430
2Locked34.3381339615271
3Locked35.7247660
4Locked31.46790520502875
5Locked33.8515206404891
6Locked26.849155765474736020
7Locked29.27969037926058265
8Locked33.393568220
9Locked32.398654720
10Locked32.354610940
11Locked30.322967282915
12Locked34.4175720
13Locked3538850
14Locked33.43287230
15Locked33.92120880
16Locked339946190
17Locked3554610
18Locked36.3430
19Locked36.6420
20Locked37.6530
21Locked37.650
22Locked36.6260
23Locked36.6160
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID 
16030004051512064 qam6 
24620004751512064 qam8 

Anyone from VM on here who can look into what's going on?

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Graham_A
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Re: Work in cabinet broke my servies

The stats show that the power levels are all out of spec.  This will definitely need a further engineer visit to rectify either at the cabinet or within your house, most likely to be the former.  There is nothing more the VM Forum Team can do as you already have an engineer booked. 

Be aware that if your neighbours are also reporting issues it may be treated as an area fault and your individual engineer booking may get cancelled. 

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Graham

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