Early termination for poor service

[SteveM2347]

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. 

[jpeg1]

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

[SteveM2347]

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.

[jpeg1]

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. 

[SteveM2347]

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/426f7aab17a58c6d5a0b8102221c339d31...

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 interface

[Matthew_ML]

Hey 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. 

[newapollo]

Hi @SteveM2347 

You should also go to Advanced Settings > Tools > Network Status.and  copy paste the full information from the Downstream  tab which shows the power levels, snr and pre RS and post RS errors, and also the full information from the and Upstream tab which shows the power levels and modulation and timeouts

[SteveM2347]

Downstream logs 

3.0 Downstream channels

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

1 499000000 5.4 40 QAM 256 12

2 475000000 5.3 40 QAM 256 9

3 483000000 5.4 40 QAM 256 10

4 491000000 5.4 40 QAM 256 11

5 507000000 5.5 41 QAM 256 13

6 515000000 5.5 41 QAM 256 14

7 523000000 5.6 41 QAM 256 15

8 531000000 5.8 41 QAM 256 16

9 539000000 6 41 QAM 256 17

10 547000000 6 41 QAM 256 18

11 555000000 6.2 41 QAM 256 19

12 563000000 6.2 41 QAM 256 20

13 571000000 6.1 41 QAM 256 21

14 579000000 6.1 41 QAM 256 22

15 587000000 6.1 41 QAM 256 23

16 595000000 6.3 41 QAM 256 24

17 603000000 6.3 41 QAM 256 25

18 611000000 6.3 41 QAM 256 26

19 619000000 6.2 41 QAM 256 27

20 627000000 5.9 41 QAM 256 28

21 635000000 5.8 41 QAM 256 29

22 643000000 5.7 41 QAM 256 30

23 651000000 5.8 41 QAM 256 31

24 659000000 6 41 QAM 256 32

25 667000000 6.2 42 QAM 256 33

26 675000000 6.6 41 QAM 256 34

27 683000000 6.9 42 QAM 256 35

28 691000000 7.1 42 QAM 256 36

29 699000000 7.2 42 QAM 256 37

30 707000000 7.1 42 QAM 256 38

31 715000000 6.7 42 QAM 256 39

32 723000000 6.7 42 QAM 256 40

3.0 Downstream channels

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

1 Locked 40 206908 2559

2 Locked 40 77008 1534

3 Locked 40 216788 2655

4 Locked 40 193914 2326

5 Locked 41 196231 2105

6 Locked 41 200767 2018

7 Locked 41 180583 1694

8 Locked 41 162394 1411

9 Locked 41 149530 1274

10 Locked 41 127407 812

11 Locked 41 131615 929

12 Locked 41 124636 801

13 Locked 41 120895 762

14 Locked 41 90709 805

15 Locked 41 103870 984

16 Locked 41 78488 742

17 Locked 41 75748 729

18 Locked 41 70594 705

19 Locked 41 79118 665

20 Locked 41 69069 481

21 Locked 41 64644 358

22 Locked 41 67473 428

23 Locked 41 59667 399

24 Locked 41 50452 437

25 Locked 42 49925 330

26 Locked 41 40330 282

27 Locked 42 33446 298

28 Locked 42 28174 242

29 Locked 42 24427 272

30 Locked 42 23085 229

31 Locked 42 20993 604

32 Locked 42 9578 359

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159 94 4K 1840 QAM 4096 1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159 Locked 43 5.9 386702389 190021

[SteveM2347]

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

[Ayisha_B]

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.