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Bad after sales service

Hi,

If there is anyone out there that can help?

I recently got VM 200 package and after a month of trying to sort out their admin errors I finally got connected. The engineers were great btw.

Now I find that the cat 6 LAN connection from the HUB 3 to the Playstation 4 is very slow all the time. Dropping packets constantly and speeds of 20mbps down 200kbps up and ping rates so high I don't need to mention them.

I can't get through to anyone that has any knowledge regarding this issue at VM. I'm either on hold for 1-2 hours on the phone or get on the chatbot and the agent will just leave and not get back to helping me.

I have only been with VM for 2 weeks and am very disappointed at this lack of after sales service.

If anyone has a fix for this issue I would be grateful to hear it.

Was considering a better router, but would rather not spend anymore if it's a settings fault. Many are saying the HUB 3 is bad.

I was with BT but changed due to working from home and lack of maximum speed from them. However their service was much better and the connection to all devices was very steady and predictable.

Thanks 

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Message 2 of 18
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Re: Bad after sales service

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

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Message 3 of 18
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Re: Bad after sales service

Sound advice from @carl_pearce there.  

@Thebreaks23  Was considering a better router, but would rather not spend anymore if it's a settings fault.

Could be power levels, noise or an area fault, that's what Carl is trying to ascertain.  But it would be very unusual if it were the fault of the hub - packet loss and slow speeds are almost always a cable network issue rather than faulty hubs.  Buying your own router or mesh will get you better wifi than the Hub 3 provides, but won't sort out network problems. 

Many are saying the HUB 3 is bad.

Ignore them, they're (mostly) wrong.  The Hub 3 had a fault with the original chipset, the infamous Puma problem, but that was properly fixed by a firmware update several years back.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 4 of 18
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Re: Bad after sales service

Hi,

Thanks for this, I can't seem to find the 'Check Router Status' in any of the menus? Is it in advanced router settings. I have full connection with all other devices its just the PS4 via LAN that has the issue?

Thanks

 

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Re: Bad after sales service

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Re: Bad after sales service


@Thebreaks23 wrote:

Hi,

Thanks for this, I can't seem to find the 'Check Router Status' in any of the menus? Is it in advanced router settings. I have full connection with all other devices its just the PS4 via LAN that has the issue?

Thanks

 


On the main page, before logging in:

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Message 7 of 18
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Re: Bad after sales service

Network Log

Time Priority Description

21/11/2020 19:35:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 17:10:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 17:35:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 17:34:14Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 10:36:5noticeSW download Successful - Via Config file
17/11/2020 10:33:49noticeSW Download INIT - Via Config file
15/11/2020 12:22:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 23:42:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 11:36:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 10:42:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:0noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:09:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 17:26:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 17:26:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 17:26:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 17:26:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 13:06:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 11:09:56ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 8 of 18
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Re: Bad after sales service

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

16030000042.5512064 qam1
23940000041.5512064 qam4
34619998942512064 qam3
45370000042.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0010
3ATDMA0010
4ATDMA0000
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Message 9 of 18
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Re: Bad after sales service

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1402750000-0.738256 qam30
22027500001.540256 qam9
32107500001.438256 qam10
42187500001.240256 qam11
52267500001.238256 qam12
6234750000138256 qam13
72427500000.738256 qam14
82507500000.738256 qam15
92587500000.740256 qam16
102667500000.540256 qam17
112747500000.440256 qam18
122827500000.438256 qam19
132907500000.438256 qam20
142987500000.438256 qam21
153067500000.438256 qam22
163147500000.238256 qam23
17322750000038256 qam24
183307500000.238256 qam25
19370750000-0.238256 qam26
20378750000-0.538256 qam27
21386750000-0.738256 qam28
22394750000-0.738256 qam29
23410750000-138256 qam31
24418750000-1.238256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.9540
2Locked40.9230
3Locked38.9260
4Locked40.3280
5Locked38.9210
6Locked38.9340
7Locked38.9370
8Locked38.9300
9Locked40.3300
10Locked40.3370
11Locked40.3640
12Locked38.9490
13Locked38.6710
14Locked38.6640
15Locked38.9550
16Locked38.6640
17Locked38.91310
18Locked38.9550
19Locked38.9320
20Locked38.9750
21Locked38.91370
22Locked38.6770
23Locked38.6690
24Locked38.9880
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Message 10 of 18
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Re: Bad after sales service

More tests needed by the sounds of your advice. If only they would pick up the phones.
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