Intermittent WIFI & Poor Communication from VM
Bit of a long one here but just for context, this is a problem that's been going on for a few weeks now. There's been some construction area in Wolverhampton with the roadworks and improving road conditions etc so to be expected there were some notices sent out that there is an outage in the area and that it will be fixed within a few days. A few days pass and then the same message gets sent out (I asked for updates of the outage via text Outage ID: F012035342) that the engineers are on the case and it will take a few more days. This constant recycling of messages keep occurring and I get a little fed up and contact them via live chat as well as landline to just ask for some communication regarding the issue. I am totally reasonable that from time to time, there will be a drop in service and intermittent signals will happen every now and then, it just common sense. But when a fix is scheduled and that date keeps getting pushed back and back without any information regarding why it keeps getting delayed or what the problem is, that's where the annoyance starts to happen. As expected, they just say they there is an outage and that they don't have the information regarding what the issue is but that it is actively being investigated and worked on. So at this point it's just a waiting game, but then one day a text message occurs that the outage will be fixed today (23rd October). I thought this was strange as the latest update was that it will be fixed on the 27th. Anyways, the problem wasn't fixed and I was still having very intermittent connection throughout the day, losing connection to video calls, various apps, getting kicked out of games etc. I complained again to VM and they ensured that the outage was fixed and that an engineer would have to be sent to my home to solve any issues on my end. The engineer arrived today (27th Oct) and basically told us straight away that the issues are to do with a network card on the VM Server side of things and that it's very unlikely that anything is wrong with the household setup. He had a look anyway, and indeed verified that there was nothing wrong on our end and that various different WV postcodes around Wolverhampton that are connected to this problematic network card are all experiencing the same issues and that the engineers keep getting sent out to these houses even though there's nothing wrong on the house end of things. As soon as they randomly updated that the outage would be fixed on the 23rd, I knew something weird was up. I don't know whether its to avoid compensation fees for the intermittent service or if they are trying to paint it as if its something wrong with the customers broadband setup rather than their own, but I thought the accountability and lack of communication from VM is really poor. I contacted them again via live chat and they said they have raised a complaint and that a complaint manager will be in contact with me soon as well as they asked me to raise the issue here on the VM Community so the "Senior Management could have a further look into any area issues", so here I am. Would be interested to see if anyone else in this community is also having these similar issues, especially if you have a WV postcode16 consecutive T3 timeouts and high jitter
Hello, I had several issues on my service during January and February 2025. Also 2023 and 2024 was full of high jitter and drops. Those issues reduced in autumn of 2024 when VM engineer changed to SH5 at my request as SH4 and SH3 has the problematic Puma 05, 06 and O7 chipsets causing packet loss and vulnerabilities and Intel firmware never fully fixed those issues. SH 4 had many times blue lights and I also had to restart it twice a lot of times as the first restart didn't do anything. Nobody should have this kind of service and pay 47/month for 135 Mbit service which is delivered in this way. I use SH and SH5 now in modem mode as they barley can handle that task. This is my log for January and February Overall SH 5 runs much warmer in January and February 2025 compared to December 2024. VM Router sits on planks and not a carpet. January 4 several drops morning and evening January 8 bad service most of the day, several drops in the evening restarted the router January 10 white light on the VM router and pour quality with high Jitter meassured on London servers. The light should be green as is in Modem mode January 18 and 19 on 19 had to restart Router Twice because even with green light after first restart was no internet on none of the Devices. January 21 high ping and high Jitter several drops on cabled devices and NOT WiFi January 28 drops of internet had to restart Router twice again, first restart didn't give internet despite having a GREEN F LIGHT February 6 net drops and lags I'm sick of restarting again VM router it also had blue light for 5 sec, than green, than white, than green again. February 10 Before 22:00 Green and white light, net is working but bad. Jitter 8-17 ms on London Servers better on France but, still a high jitter on connections over ethernet cables. 22:15 NO net Green light(net doesn't work) and than white light without restarting it, when restarting the router Blue light first. February 13 slow service with hicups and drops February 14 17 of February Blue Light no net is not even weekend is just a Monday. Restarted twice the router. First restart didn't do s**t. Wasted 20 minutes. 22 February awfull service all day. High jitter nearly 20ms Called VM in the evening apparently I need an VM engineer, agreed for 25 February After the call internet is excellent 1.4 ms jitter from nearly 20 ms. Is just shows again that the problem is not on my side but, Server Routing and Prioritization, oversubscribed area, overheating and overwhelmed exchange box etc. Engineer came on 25 of February and everything he could. Changed 3 cable ends, checked signals, changed router with a new SH5 to eliminate that cause as well. Engineer was great. After a week I decided to upgrade to 250 Mbit as VM would have increased the price anyway in April and my contract was expired. I didn't upgrade because VM can deliver CONSISTENT service on 250 Mbit as they couldn't do that on 135Mbit, just facts. Now sloppy internet started again, SH5 getting wormer, 38-41 C on plastic cover in room temp of 21 C. Here are the logs 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 139000000 7.2 40 QAM 256 1 2 147000000 6.9 40 QAM 256 2 3 155000000 6.7 40 QAM 256 3 4 163000000 6.7 40 QAM 256 4 5 171000000 7 40 QAM 256 5 6 179000000 7 40 QAM 256 6 7 187000000 7.2 40 QAM 256 7 8 195000000 7.5 40 QAM 256 8 9 203000000 7.4 40 QAM 256 9 10 211000000 7.6 41 QAM 256 10 11 219000000 7.4 40 QAM 256 11 12 227000000 7.2 40 QAM 256 12 13 235000000 7.2 40 QAM 256 13 14 243000000 7.1 41 QAM 256 14 15 387000000 7.1 41 QAM 256 32 16 395000000 7.1 41 QAM 256 33 17 403000000 7.2 41 QAM 256 34 18 411000000 7.1 41 QAM 256 35 19 419000000 7.2 41 QAM 256 36 20 427000000 7.1 41 QAM 256 37 21 435000000 7.2 41 QAM 256 38 22 443000000 7.1 41 QAM 256 39 23 451000000 7.3 41 QAM 256 40 24 459000000 7.3 41 QAM 256 41 25 467000000 7.2 41 QAM 256 42 26 475000000 7.2 41 QAM 256 43 27 483000000 7.2 41 QAM 256 44 28 491000000 7.3 41 QAM 256 45 29 499000000 7.3 41 QAM 256 46 30 507000000 7.4 41 QAM 256 47 31 515000000 7.4 41 QAM 256 48 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 40 12 0 2 Locked 40 7 0 3 Locked 40 5 0 4 Locked 40 8 0 5 Locked 40 1 0 6 Locked 40 3 0 7 Locked 40 8 0 8 Locked 40 6 0 9 Locked 40 4 0 10 Locked 41 3 0 11 Locked 40 5 0 12 Locked 40 6 0 13 Locked 40 3 0 14 Locked 41 2 0 15 Locked 41 19 0 16 Locked 41 18 0 17 Locked 41 17 0 18 Locked 41 20 0 19 Locked 41 31 0 20 Locked 41 33 0 21 Locked 41 26 0 22 Locked 41 45 0 23 Locked 41 46 0 24 Locked 41 50 0 25 Locked 41 56 0 26 Locked 41 72 0 27 Locked 41 53 0 28 Locked 41 58 0 29 Locked 41 69 0 30 Locked 41 84 0 31 Locked 41 83 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 49 190 4K 3736 QAM 4096 148 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 49 Locked 40 4.7 2796235052 44 .0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 43.3 5120 QAM 64 1 1 43100000 42.8 5120 QAM 64 2 2 36600000 42.3 5120 QAM 64 3 3 30100000 41.8 5120 QAM 64 4 4 23600000 41.5 5120 QAM 64 9 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 0 0 0 1 ATDMA 0 0 0 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 1 0 4 ATDMA 0 0 0 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 10 10.4 38.7 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 10 OFDMA 208 74000000 0 0 Time Priority Description 07-03-2025 22:51:26 notice GUI Login Status - Login Success from LAN interface 07-03-2025 22:46:23 notice GUI Login Status - Login Success from LAN interface 07-03-2025 22:37:45 notice GUI Login Status - Login Success from LAN interface 07-03-2025 22:25:10 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-[REMOVED] [Mod - MAC address details removed for security]
