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Vass88
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Message 1 of 52
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Buffering - Hopeless Customer Support - I've had it with VM

I'm sick to death of being stuck in the same "please reboot your router" loop from customer services.

Or engineers arriving in daytime when the issue of buffering occurs every night after 8pm

Engineers then get called away by their manager becuase they are only allocated 10 mins per site. regardless if the matter is fixed. then the ticket gets closed !

How can you run a company like this? because they are too big and don't feel those that choose to leave.

Its rediculous!

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jbrennand
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Message 2 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Lets see the quality of your connection.

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Laurie_C
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Message 3 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Hi Vass88,

 

Thanks for getting in touch and welcome to the Community Forum. I'm sorry to hear about the problems that you've been having.

 

I'd like to take a closer look at this for you. In order to do this, I'll just need to confirm some details with you via Private Message. Please keep an eye out for a purple envelope in the top right corner of your page.

 

Thanks,

Laurie_C
Forum Team
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Vass88
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Message 4 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

there is no Router Status option on the home page ( version 3 router)

 

Vass88_0-1617709038281.png

 

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risc19
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Message 5 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Click

advanced settings

Then

Tools

Then

Network status

My Broadband Ping - Gig1
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Vass88
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Re: Buffering - Hopeless Customer Support - I've had it with VM

 

Primary Upstream Service Flow
SFID28933
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort



Network LogTime Priority Description
06/04/2021 16:09:50noticeLAN login Success;CM-MAC=*****;CMTS-MAC=****b;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 11:35:2noticeLAN login Success;CM-MAC=****;CMTS-MAC=****;CM-QOS=1.1;CM-VER=3.0;
04/04/2021 04:37:16noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=****CMTS-MAC=****:5b;CM-QOS=1.1;CM-VER=3.0;
04/04/2021 04:37:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.0;
01/04/2021 08:40:51criticalNo Ranging Response received - T3 time-out;CM-MAC=****;CMTS-MAC=****CM-QOS=1.1;CM-VER=3.0;
30/03/2021 23:27:26noticeSW download Successful - Via NMS
30/03/2021 23:25:17noticeSW Download INIT - Via NMS
27/03/2021 23:25:36criticalNo Ranging Response received - T3 time-out;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
27/03/2021 04:46:7noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.0;
27/03/2021 04:46:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=*****;CMTS-MAC=******CM-QOS=1.1;CM-VER=3.0;
23/03/2021 10:57:45criticalNo Ranging Response received - T3 time-out;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.0;
23/03/2021 03:50:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=*****;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.0;
23/03/2021 03:50:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=*********;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
20/03/2021 06:00:42criticalNo Ranging Response received - T3 time-out;CM-MAC=********;CMTS-MAC=********;CM-QOS=1.1;CM-VER=3.0;
19/03/2021 15:50:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=*******;CMTS-MAC=*********;CM-QOS=1.1;CM-VER=3.0;
19/03/2021 15:50:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=*******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
17/03/2021 11:42:18criticalNo Ranging Response received - T3 time-out;CM-MAC=******;CMTS-MAC=********;CM-QOS=1.1;CM-VER=3.0;
16/03/2021 04:01:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=******;CMTS-MAC=*****;CM-QOS=1.1;CM-VER=3.0;
16/03/2021 04:01:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;

 

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Vass88
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Message 7 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

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

14027500002.540256 qam30
22027500001.540256 qam9
32107500001.540256 qam10
42187500001.740256 qam11
52267500001.740256 qam12
62347500001.740256 qam13
72427500001.740256 qam14
82507500001.940256 qam15
92587500001.940256 qam16
10266750000240256 qam17
11274750000240256 qam18
122827500002.240256 qam19
132907500002.240256 qam20
142987500002.540256 qam21
153067500002.440256 qam22
163147500002.440256 qam23
173227500002.440256 qam24
183307500002.440256 qam25
193707500002.240256 qam26
203787500002.440256 qam27
213867500002.540256 qam28
223947500002.740256 qam29
23410750000340256 qam31
244187500002.740256 qam32



Downstream bonded channels

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

1Locked40.970
2Locked40.360
3Locked40.990
4Locked40.3160
5Locked40.9120
6Locked40.3220
7Locked40.3200
8Locked40.9130
9Locked40.3130
10Locked40.9110
11Locked40.380
12Locked40.360
13Locked40.360
14Locked40.970
15Locked40.3230
16Locked40.390
17Locked40.950
18Locked40.370
19Locked40.3110
20Locked40.9180
21Locked40.9190
22Locked40.3150
23Locked40.970
24Locked40.97

0

 

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Vass88
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Message 8 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15369997946.3512064 qam2
23939997944.3512064 qam4
34620002446.3512064 qam3
46030004646.3512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Vass88
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Message 9 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
vca69834ncxv9873254k;fg87


Primary Downstream Service Flow
SFID30678
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID28933
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort



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Vass88
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Message 10 of 52
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Re: Buffering - Hopeless Customer Support - I've had it with VM

all done 

 

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