Early termination for poor service
How can I start the cancellation process as a result of inadequate service?
In the few months that I've been a customer I've experienced regular outages, and this is not acceptable as I work from home.
Forum Discussion
You will first have to give them a chance to correct any problems. You can start by giving full details of what VM equipment you have, your own devices and how you are connecting and using them.
You can monitor the outages by setting up a free BQM plot and posting a live link here
https://www.thinkbroadband.com/broadband/monitoring/quality
I've created the monitor, so thanks for that advice.
I'm using the Hub 5. Have a couple devices physically connected and the rest using WiFi. I've reset my modem a number of times recently so it's as stock as it gets.
Usually happens in the morning around 8-9am and then sometimes in the afternoon at 4pm or so. Presumably due to heavy usage around that time.
OK. Post a live link here to the BQM, so we can see it build up. The instructions are on the BQM site.
The next step is to point your browser to the Hub 5 at 192.168.0.1. Copy and paste here the three log files, as text not screen shots.
Apologies as I overlooked the fact that I was on 5g when I setup the initial monitor, so I've setup a new one now that I am able to get back online
https://www.thinkbroadband.com/broadband/monitoring/quality/share/426f7aab17a58c6d5a0b8102221c339d3143290c
Wasn't sure which logs you are after but I presume the network log is one of them at least
06-11-2024 13:18:50 notice GUI Login Status - Login Success from LAN interface
06-11-2024 13:01:36 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 12:59:24 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 12:57:21 notice GUI Login Status - Login Success from LAN interface
06-11-2024 12:41:04 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 12:39:21 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 12:35:02 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 12:29:18 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 12:29:01 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 12:27:04 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 12:17:39 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 12:15:51 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 12:15:31 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:23:19 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:23:19 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:20:32 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:20:32 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:11:58 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:10:30 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:10:30 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:10:06 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:09:45 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:00:28 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:00:28 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:00:25 warning REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:00:25 notice REGISTRATION COMPLETE - Waiting for Operational status
06-11-2024 11:00:20 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:00:19 notice TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:00:07 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 11:00:05 notice Honoring MDD; IP provisioning mode = IPv4
06-11-2024 10:59:57 critical TFTP Request Retries exceeded, CM unable to register
06-11-2024 10:59:57 warning ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 10:59:57 critical TFTP Failed - OUT OF ORDER packets;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 10:59:34 warning ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-11-2024 10:48:02 notice GUI Login Status - Login Success from LAN interfaceHey SteveM2347, thank you for reaching out and I am so sorry to hear about the all the outages you've been having.
I have checked the account and I cannot see any current outages.
Th BQM looks okay to us right now there isn't any major on this right now.
I've also had a look and the connection looks good.
If you wish to give your 30 days’ notice you can do it by just sending a WhatsApp with a description of the cancellation to 07803089684 or you can send a letter to Virgin Media, Sunderland, SR43 4AA.
Upstream
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
Not Available
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
Not Available
3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10 44.7 2K QAM 256
3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 200 74000000 1 0
Hi SteveM2347
As per our earlier post, we've checked our systems and have not been able to identify any issues.
Please do continue to monitor things and if you still require further support, let us know.
Other than the single upstream channel, thousands of uncorrectable errors and thousands of post RS errors.
Internet is currently not available, please see the BQM
Network Log
Time Priority Description
07-11-2024 12:20:59 notice GUI Login Status - Login Success from LAN interface
07-11-2024 12:18:34 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:17:48 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:17:48 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:17:44 warning REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:17:44 notice REGISTRATION COMPLETE - Waiting for Operational status
07-11-2024 12:17:38 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:17:37 notice TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:17:31 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:17:29 notice Honoring MDD; IP provisioning mode = IPv4
07-11-2024 12:17:20 warning ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:09:45 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:09:45 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:09:33 warning REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:09:33 notice REGISTRATION COMPLETE - Waiting for Operational status
07-11-2024 12:09:28 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:09:27 notice TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:09:21 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:09:17 critical DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:09:13 notice Honoring MDD; IP provisioning mode = IPv4
07-11-2024 12:09:05 warning ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:08:33 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:08:33 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:08:29 notice REGISTRATION COMPLETE - Waiting for Operational status
07-11-2024 12:08:29 warning REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:08:24 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:08:23 notice TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:08:17 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:08:14 notice Honoring MDD; IP provisioning mode = IPv4
07-11-2024 12:08:06 warning ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:07:31 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:07:31 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-11-2024 12:07:28 notice REGISTRATION COMPLETE - Waiting for Operational status
07-11-2024 11:34:35 notice GUI Login Status - Login Success from LAN interface
06-11-2024 16:50:19 notice GUI Login Status - Login Success from LAN interface
06-11-2024 13:18:50 notice GUI Login Status - Login Success from LAN interface
06-11-2024 12:57:21 notice GUI Login Status - Login Success from LAN interface
06-11-2024 10:48:02 notice GUI Login Status - Login Success from LAN interfacePhone in and report the fault.
Can you provide the number please?
150 or 0345 454 1111
I'm looking to do this is in the quickest and simplest possible manner.
This is the middle of the work day and I'm without internet, and I've been unable to work for hours at a time on 3 occasions this week.
You have a residential contract, with no SLA, fixes are "best endeavours". If you totally depend on the internet you should get a business contract with a guaranteed SLA and a backup connection. I have 2 ISP connections.
There is also this premium bolt on option but I can't attest to its value https://www.virginmedia.com/help/broadband/homeworks
