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red1973's avatar
red1973
Joining in
2 months ago

5 day wait for engineer

I am having to wait 5 days for an engineer, looks like a router problem. Why not just send a new router and save some time.

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    VM will not send out equipment on a users guess of what their problem is and certainly not without any diagnostics. Please: 

    Provide a full set of debugging info:

     

    Set up a Broadband Quality Monitor (BQM), get your WAN IP address from http://whatsmyip.com then use http://www.thinkbroadband.com/ping/monitors.html

     

    If in router mode (when not using your own router) run the VM approved speed test from htps://samknows.com/realspeed

     

    Provide a full set of stats and log from the hub:

     

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

    Lastly if the downstream T3 errors are high, say lots of numbers greater than 50, 1) power off the hub, 2) after 1 minute power on the hub 3) after 2 hours take another set of stats. This can show how quickly the errors are occurring and indicate if there is noise ingress present.