Phone keep getting cut off

[jalaldevil]

Been trying to call Virgin Media for the last 2 hours and I'm keep getting cut off, even when the CS tried to call me back it cuts off after 20 seconds.

Looking online on Twitter several people are having the same issues, there is no online chat or any other way to speak to them. 

Is it me on Vodafone having this issue or Saturday just a busy day at Virgin Headquarters and they can't handle the call volumes?

[jalaldevil]

Hi John and other mods. 👋

Hope all is well, it looks like I might need your help again. My 200mb broadband seems to be struggling to get past 30-40mbps since last week. Websites are taking ages to load, Netflix is generally buffering at 4k and reverts to 720p/1080. It's been absolutely fine for the past 8 months but looks like it's getting throttled somehow. 

Could you please look into my account?

Below is a link to the live latency graph. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/76540d2f61f878014be4646dc7db049058d69ff2

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/76540d2f61f878014be4646dc7db049058d69ff2">My Broadband Ping</a>

Network Log

Time Priority Description

18/02/2022 22:16:53	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 22:16:46	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 22:16:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2022 21:50:25	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/02/2022 21:17:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2022 20:38:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 18:45:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/02/2022 20:38:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2022 02:58:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2022 08:38:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2022 21:41:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2022 20:38:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2022 17:28:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2022 08:38:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2022 13:12:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 20:38:52	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2022 10:25:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2022 08:38:51	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/01/2022 17:01:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2022 20:38:50	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Kain_W]

Hi jaladevil,

Thanks for posting and welcome back to the community!

Sorry to see you're facing issues.

From checking our service I can't currently see any readings that would directly attribute to the issues you've stated.

Can I ask how the service is today?

Thanks,

[jalaldevil]

Hi Kain,

Unfortunately still facing the same issue as last week. I’ve tried several Hub restarts and still no luck, I’ve ran speed tests right besides the Hub with my iPhone, iPad and MacBook but still getting the same results.

Netflix on TV is loading at 480p before it builds up to 4K over 2-3 minutes, previously it used to load in 4K within seconds.

My Microsoft Teams and Outlook was running very slow during the week as well, as I’m working from home this has been extremely detrimental to my output and I’m having to go into the office instead now.

[Paul_DN]

Hi jalaldevil,

Thank you for reaching back out to us and thank you for the update, sorry to hear you are still facing issues,  I have had another look and it does look like there are some device issues which are being effected  by the 2.4ghz being busy, can you perform a pin reset on the Hub to rule out a software issue, push a pin/ paper clip in the reset hole at the back of the Router, push and hold in for a timed 1 Minute, do not reboot during or after, allow 15 Minutes to settle?

Regards

Paul.

[jalaldevil]

Hi Paul,

I did a full reset, I have a BT Whole Home wifi and did a factory reset on that too, seems to resolved it now. 

Thank you

[Nathan_B]

Hi @jalaldevil, thanks for the update. 

Glad to hear your issue has been resolved, please let us know if you need anything else.

Regards

Nathan