No 50Mb service

[jasonyates]

I had my 50Mb service installed on 11th September and it worked fine for a few days now though I'm lucky if I get 3-4 hours of constant use before it drops, usually for 12+ hours at a time.

After many calls to VM and being told each time an engineer is looking at the issue I'm starting to get really annoyed. I've tried the usual, turning the modem off an on etc, VM even suggested turning it off for 10mins at a time. This makes no difference.

Logging onto the web GUI isnt much help as sometimes its unresponsive until after a reboot, the connection status page changes between 'Ranging in Progress' and 'DHCPv4 in progress'.

I'll post the connection info after this post. I'm located in Stafford, ST16 area and fairly sure I'm in an ex-NTL area, I have no attenuators on the cable.

This issue only seems to affect 50Mb (if its a regional issue) as i have friends on the 20Mb service that have no issues. In addition, if I plug an old 20Mb modem (the black VM branded ones) into the line it connects and syncs first time but I get stuck with the Broadband Activation page.

Any help would be greatly appreciated as VM seem to be rather usless and fob me off with "an engineer is looking into the issue, we have no ETA but try calling again tomorrow".

Cheers

---------- Post added at 20:14 ---------- Previous post was at 20:09 ----------

The event Log:

Time Not Established Time Not Established Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Time Not Established Critical (3) Ranging Request Retries exausted;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Time Not Established Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XXXXXXXXXX;CMTS-MAC=XXXXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

Status Page:

Acquired Downstream Channel 434.249512 MHz Primary Downstream Locked
Ranged Upstream Channel 47.400002 MHz N/A
Provisioning State In Progress Ranging In Progress
Ethernet Link Status Up 100 Mbps/Full duplex

Downstream Config:

Frequency 434250000 N/A N/A N/A
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y N/N/N N/N/N N/N/N
Channel Id 105 N/A N/A N/A
Modulation 64QAM N/A N/A N/A
Symbol Rate
(Msym/sec) 6.952 N/A N/A N/A
Interleave Depth I=12
J=17 N/A N/A N/A
Power Level
(dBmV) 6.85 N/A N/A N/A
RxMER
(dB) 35.92 N/A N/A N/A
Correctable
Codewords 0 N/A N/A N/A
Uncorrectable
Codewords 241


Upstream Config:

Channel Type 1.0 N/A N/A N/A
Channel ID 3 N/A N/A N/A
Frequency
(Hz) 47400000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 39.50 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1244 0 0 0
T4 Timeouts 0

[Kymmy]

Welcome to the forum

MAC's removed from post, please do not post them in the future

[Peter_]

Originally Posted by jasonyates

.

This issue only seems to affect 50Mb (if its a regional issue) as i have friends on the 20Mb service that have no issues. In addition, if I plug an old 20Mb modem (the black VM branded ones) into the line it connects and syncs first time but I get stuck with the Broadband Activation page.

The 256 will not work as it is no longer on your account plus it is not designed to work on 50Mb.

Originally Posted by jasonyates

Downstream
Power Level
(dBmV) 6.85 N/A N/A N/A
RxMER
(dB) 35.92 N/A N/A N/A

For your 50Mb to work you need 3/4 Downstreams depending on the kit used in your area one Downstream will not work.

Originally Posted by jasonyates

.
Upstream
Power Level
(dBmV) 39.50 N/A N/A N/A

Your Upstream is spot on.

My advice would be to call as soon after 0800 this morning on 0800 052 0431 to get the dedicated 50Mb team.

[jasonyates]

Thanks for your input.

I called the 50Mb support line this morning again and was told the problem is the same fault that should have been fixed last week (I've had intermittent connection for 7 days now). Their new ETA is tomorrow evening but its not guaranteed.

The tech guy told me the issue is with the SNR at the exchange and it's only affecting 50Mb customers, I know the issue isn't affecting 20Mb customers as some friends 2 houses down the road are fine.

It was suggested that I move to 20Mb to try as a temporary fix, the reasoning being that doing that might move me off the "affected servers" by that I'm guessing they mean uBR or something similar.

I'm currently waiting 1hr for the downgrade to 20Mb to take effect so we shall see if that makes any difference.

Thanks