Virgin Media Community

[STARFLEET_JUNKY]

Hi Just recently updated broadband to m200 because of drop out and lag. Despite reassurance that this would solve the issue it doesn't seem to have made much difference. anyone help?

Refresh data

Network Log

Time Priority Description

02/05/2022 14:13:25	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 12:11:30	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 12:07:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 12:07:34	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 12:04:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 12:03:26	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 12:02:8	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 12:02:6	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 12:00:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 12:00:20	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 11:56:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 11:56:9	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 11:54:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 11:54:41	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 11:53:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 11:53:35	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 11:52:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 11:52:7	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 11:51:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2022 11:51:4	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

Network log and BQM show a noise fault that will require a technician to find and fix.  If you were assured that the "upgrade" would resolve the matter, then you've been lied to, and mis-sold.  See what staff here have to say - I'd say that needs resolving as a separate matter, including a generous "goodwill" offer, to avoid the need for formal complaint and escalation for independent adjudication.

[jem101]

@STARFLEET_JUNKY 

I can’t help wondering if there is some sort of incentive scheme for the customer services agents to upsell something, irrespective of whether this will resolve anything or not - hint, it won’t!

Now as @Andrew-G says, this is a text book case of mis-selling, basically you have been fobbed off and lied to.

Now let’s see if the forum team can head off the inevitable complaint to OFCOM (who actually don’t involve themselves in individual issues but add it to the list of issues when, inevitably, they summon VM’s senior management and ask them ‘just what sort of fu&@ing Micky Mouse operation are you running here?

Otherwise, we can certainly advise you on how to escalate this to the industry regulator CISAS, absolutely keep any and all communication you had with customer services - especially those saying that you spending more money would ‘improve things’ - regulators (if not Courts if push comes to shove) love this sort of stuff.

[Andrew-G · Accepted solution]

@jem101Well spotted, I'd omitted to suggest Ofcom as a port of call.  And there's no need for the Ofcom complaint to be delayed or deferred - @STARFLEET_JUNKY can get on with that now, because it doesn't have any immediate impact on the case here or any potential escalation to CISAS.

That'll feel like a small step forward, and provide Ofcom with more evidence for VM's next thrashing in the headmaster's study at Ofcom.

[STARFLEET_JUNKY]

appreciate the reply's, I will try contacting virgin media and request a technician.