Broadband drops out regularly

[aspeed950]

My broadband is dropping out regularly.  

There was some work on the network in the last few weeks, and the problems arose then.

I can reset the Wi-Fi in a few minutes, but this only provides a temporary fix.

When the system comes back up, Wi-Fi resumes, but the Virgin Box (Humax EOS1008R - V001) then shows an error code for connection to the Internet (CS9994, I think) and explains that not all features will work without this connection. This is undoubtedly true for apps like Netflix.  Ironically, the Smart TV will pick up the Wi-Fi signal fine and show Netflix.

I have copied some router data pages but fallen foul of the maximum character limit.  So only 

I hope that some kind person can interpret them

Downstream bonded channels

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

1	331000000	-0.7	40	256 qam	25
2	203000000	-0.5	40	256 qam	9
3	211000000	-0.5	40	256 qam	10
4	219000000	-0.5	40	256 qam	11
5	227000000	-0.5	40	256 qam	12
6	235000000	-0.5	40	256 qam	13
7	243000000	-0.7	40	256 qam	14
8	251000000	-0.7	40	256 qam	15
9	259000000	-0.7	40	256 qam	16
10	267000000	-0.5	40	256 qam	17
11	275000000	-0.5	40	256 qam	18
12	283000000	-0.7	40	256 qam	19
13	291000000	-0.7	40	256 qam	20
14	299000000	-0.7	40	256 qam	21
15	307000000	-0.7	40	256 qam	22
16	315000000	-0.7	40	256 qam	23
17	323000000	-0.7	40	256 qam	24
18	339000000	-0.5	40	256 qam	26
19	347000000	-0.9	40	256 qam	27
20	355000000	-1	40	256 qam	28
21	363000000	-1.2	40	256 qam	29
22	371000000	-1	40	256 qam	30
23	379000000	-1.4	40	256 qam	31
24	387000000	-1.5	40	256 qam	32

Network Log

Time Priority Description

13/02/2024 10:43:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2024 10:41:42	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2024 14:19:47	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 01:54:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2024 12:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 22:03:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 00:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2024 17:26:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 12:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 09:23:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 00:54:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2024 19:19:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2024 18:59:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Any help from the good people on this board would be heartily welcomed.

Alan Speed

[aspeed950]

Here's the Network Lo

Network Log

Time Priority Description

13/02/2024 15:38:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2024 10:43:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2024 10:41:42	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2024 14:19:47	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 01:54:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2024 12:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 22:03:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 00:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2024 17:26:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 12:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 09:23:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 00:54:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2024 19:19:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[aspeed950]

Here's the Live Graph Lin

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e75f568ba5f5a2bb8cc959ffeb7027be927e834b

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e75f568ba5f5a2bb8cc959ffeb7027be92... Text Link - HTML Link

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/e75f568ba5f5a2bb8cc959ffeb7027be927e834b">My Broadband Ping</a>

Small Graph (500x219 px) - HTML Link

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/e75f568ba5f5a2bb8cc959ffeb7027be927e834b"><img alt="My Broadband Ping - Speed950" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/e75f568ba5f5a2bb8cc959ffeb7027be927e834b.png" /></a>

Large Graph (800x350 px) - HTML Link

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/e75f568ba5f5a2bb8cc959ffeb7027be927e834b"><img alt="My Broadband Ping - Speed950" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/e75f568ba5f5a2bb8cc959ffeb7027be927e834b.png" /></a>

Text Link - BBCode (for forums; including thinkbroadband forums)

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/e75f568ba5f5a2bb8cc959ffeb7027be927e834b]My Broadband Ping[/url]

Small Graph (500x219 px) - BBCode (for forums; not yet supported on thinkbroadband forums)

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/e75f568ba5f5a2bb8cc959ffeb7027be927e834b][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/e75f568ba5f5a2bb8cc959ffeb7027be927e834b.png[/img][/url]

Your Shared Graph

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[aspeed950]

Refresh data

Downstream bonded channels

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

1	331000000	-0.7	40	256 qam	25
2	203000000	-0.5	40	256 qam	9
3	211000000	-0.5	40	256 qam	10
4	219000000	-0.5	40	256 qam	11
5	227000000	-0.5	40	256 qam	12
6	235000000	-0.5	40	256 qam	13
7	243000000	-0.7	40	256 qam	14
8	251000000	-0.7	40	256 qam	15
9	259000000	-0.7	40	256 qam	16
10	267000000	-0.5	40	256 qam	17
11	275000000	-0.5	40	256 qam	18
12	283000000	-0.7	40	256 qam	19
13	291000000	-0.9	40	256 qam	20
14	299000000	-0.7	40	256 qam	21
15	307000000	-0.9	40	256 qam	22
16	315000000	-0.7	40	256 qam	23
17	323000000	-0.9	40	256 qam	24
18	339000000	-0.7	40	256 qam	26
19	347000000	-1	40	256 qam	27
20	355000000	-1.2	40	256 qam	28
21	363000000	-1.2	40	256 qam	29
22	371000000	-1.2	40	256 qam	30
23	379000000	-1.5	40	256 qam	31
24	387000000	-1.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	72	0
2	Locked	40.3	60	0
3	Locked	40.3	58	0
4	Locked	40.9	66	0
5	Locked	40.9	60	0
6	Locked	40.9	63	0
7	Locked	40.3	66	0
8	Locked	40.3	81	0
9	Locked	40.9	58	0
10	Locked	40.9	50	0
11	Locked	40.9	45	0
12	Locked	40.9	54	0
13	Locked	40.3	72	0
14	Locked	40.3	67	0
15	Locked	40.9	78	0
16	Locked	40.3	75	0
17	Locked	40.9	76	0
18	Locked	40.9	59	0
19	Locked	40.9	59	0
20	Locked	40.9	59	0
21	Locked	40.3	53	0
22	Locked	40.3	40	0
23	Locked	40.9	43	0
24	Locked	40.9	61	0

[aspeed950]

Upstream bonded channels

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

1	36599973	40.3	5120	64 qam	9
2	30100000	39.8	5120	64 qam	10
3	49600010	41.3	5120	64 qam	7
4	43100000	40.5	5120	64 qam	8
5	23599932	39.5	5120	64 qam	11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	1	0

[aspeed950]

Network Log

Time Priority Description

13/02/2024 15:38:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2024 10:43:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2024 10:41:42	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2024 14:19:47	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2024 01:54:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2024 12:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 22:03:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2024 00:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2024 17:26:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2024 12:54:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 09:23:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/01/2024 00:54:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2024 19:19:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2024 05:20:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[aspeed950]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e75f568ba5f5a2bb8cc959ffeb7027be927e834bhttps://www.thinkbroadband.com/broadband/monitoring/quality/share/e75f568ba5f5a2bb8cc959ffeb7027be92... 

[jbrennand]

Nothing untoward in the stats that I can see.  A few T3's but these seem like "historical accumulation" (the odd one from time to time is normal) and the BQM looks good.

Someone else needs to comment

So I am struggling to see any evidence of a poor connection.  Are you sure the connection is dropping on the Mac connected by ethernet?  What Mac model is it and what OS is it running - and is it connected on an inbuilt ethernet port or via an adapter (modern Mac laptops dont have ethernet ports)?

[aspeed950]

Thanks for taking a look John.  Today Broadband has worked fine.  The last few days it has dropped out at least daily, and affected all Wi-Fi connected iPads, mobile phones etc.  These I could bring back by restarting the router. 

The more annoying problem was the new 360 Box (replacement because the old TiVo would not connect to the internet).  I connected this via Wi-Fi and it dropped out at least daily.  After it had dropped out once it would not reconnect even if the Wi-Fi was working on all other devices (including the Smart TV!). So I could watch Netflix fine on the TV but had an error message on the VM box stating that the internet was not connected and to check the connection.  Needless to say the VM box is connected to the Smart TV.

This happened last night again and I had one last try with the ethernet cable to the VM Box, as Broadband was working. It worked!  First time ever.

So at present, Broadband is working, and so I believe is the VM box.  My only concern is that I've been here before.  But at least now, I have the BQM system and the logs to inspect.

Thanks for all you help John.  I suspect it knew you were looking at it.

[aspeed950]

Hi John,

I've just turned the TV on and the VM 360 box gives the router not working message (CS9994) and suggests checking the cables. The connection between the VM Box and the Router is now via an ethernet cable. However I know the router is working with my MAC desktop where I have internet access.  My MAC is one of the new MAC minis, less than a year old, running Sonoma 14.2.1

This is the same problem I had with my old TiVo box which got it replaced.  Now I have it with the new one.

Wi-Fi to iPads is fine.

Any ideas?

[jbrennand]

Those not working error messages are often related to poor wifi connectivity and asking you to check ethernet cable connections to the tv box  - If I were you I would first get my wifi sorted properly.  I did that 20 odd years ago by buying my own  better quality wireless router and have never had any VM wifi issues.

VM do recognise the modern wifi issues that customers experience (for several reasons) and so now offer a wifi guarantee to sort them - see this old post of mine...

______________________________________

Do you know if its a wifi only issue (are ethernet connected devices ok?), if it is - then On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App or Apple Airport Utility) to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - if you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever (as I did in 2002!), although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point(s), (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average sized property and usage.  Spend more for more powerful equipment and additional advanced“features” - if required.