Menu
Reply
Highlighted
  • 8
  • 2
  • 2
abrink89
Tuning in
487 Views
Message 1 of 15
Flag for a moderator

Can't get help with broadband because I'm not the account holder!

My problem is I need a new router. This one is old and the internet keeps disconnecting and when it reconnects, it's slow. So I called 150 and was told they can't help me because I'm not the account holder. (thanks, data protection act for once again being completely useless) I'm the tenant of the account holder. What a ridiculous policy! We pay for a service that we aren't getting and we can't get any help. As the customer service rep said, if I'd lied from the beginning and said I was the account holder, she'd just have had to take my word for it. I've met the guy once and can't get a hold of him.

So, I'm out of luck getting any help? I have the account password, but that's not enough?

Since I can't get ahold of the account holder, is there any way I can fix this problem without him?

Can I just buy a new router? 

0 Kudos
Reply
  • 11.26K
  • 750
  • 3.26K
Superuser
Superuser
477 Views
Message 2 of 15
Flag for a moderator

Re: Can't get help with broadband because I'm not the account holder!

Adhering to DPA is not a policy its a legal requirement.

SO now Ive dispensed with that, If the operator told you they would have just dealt with you had you said you were the account holder and gave them the password, why not call back in and.....

Failing that you need the account holder to call in.

Although TBF, modem dropping out and slow when it connects is not the symptomatic of "I need a new modem cos its shinier" its symptomatic of power levels out of whack. Which will STILL be the case if you get a replacement modem. Which no, you cant buy despite umpteen Ebay listings telling you otherwise, only a VM supplied modem will work on your account.

So we can help us to help you, can you

Go to your Superhub Log in screen

Do NOT log in.

Little button top right.....


Can you post Upstream, Downstream and Network logs.



Screen caps are nice, C&P will do- Don't stress about formatting if you C&P. Someone will get a look and see if there's anything obvious amiss.

 

 

 

 


0 Kudos
Reply
  • 8
  • 2
  • 2
abrink89
Tuning in
465 Views
Message 3 of 15
Flag for a moderator

Re: Can't get help with broadband because I'm not the account holder!

I already had the password for the account. Why accept the password and then throw up this final hurdle? So, yes, it's a crap policy as obviously, I could still be anybody over the phone. It doesn't sound like they are keeping up with the law. Secondly, I did call up again and got no response, so I thought I would check here. 

I don't "want a new hub because it's shinier" so don't patronise me. What she could tell me on the phone is that it wasn't a power supply issue, which is why she needed to do further checks and couldn't without the account holder.

 

 

 

0 Kudos
Reply
  • 8
  • 2
  • 2
abrink89
Tuning in
457 Views
Message 4 of 15
Flag for a moderator

Re: Can't get help with broadband because I'm not the account holder!

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8267000000 Hz 275000000 Hz 283000000 Hz 291000000 Hz 299000000 Hz 307000000 Hz 315000000 Hz 323000000 HzLocked Locked Locked Locked Locked Locked Locked Locked17 18 19 20 21 22 23 24QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM2566.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=17 I=12J=171.4 dBmV 1.5 dBmV 1.3 dBmV 0.5 dBmV 1.4 dBmV 0.9 dBmV 1.1 dBmV 1.6 dBmV40.8 dB 40.9 dB 40.8 dB 40.4 dB 40.8 dB 40.4 dB 40.3 dB 40.8 dB

Frequency (Hz)
Lock Status(QAM Lock/FEC Sync/MPEG Lock)
Channel ID
Modulation
Symbol Rate (Msym/sec)
Interleave Depth
Power Level (dBmV)
RxMER (dB)

 

Upstream  US-1 US-2 US-3 US-42.0 N/A N/A N/A9 N/A N/A N/A60300000 Hz N/A N/A N/ASuccess N/A N/A N/AQAM64 N/A N/A N/A5120000 N/A N/A N/A64 N/A N/A N/A44.8 dBmV N/A N/A N/A0 N/A N/A N/A0 N/A N/A N/A1 N/A N/A N/A0 N/A N/A N/A

Channel Type
Channel ID
Frequency (Hz)
Ranging Status
Modulation
Symbol Rate (Sym/sec)
Mini-Slot Size
Power Level (dBmV)
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts

 

Network Log

First TimeLast TimePriorityError NumberDescription
 18/11/2018 19:41:02  18/11/2018 19:41:02  Critical (3)  82000500  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 18/11/2018 19:08:05  18/11/2018 19:08:05  Warning (5)  2436694062  Unicast DSID PSN startup error 

 

 

0 Kudos
Reply
  • 11.26K
  • 750
  • 3.26K
Superuser
Superuser
447 Views
Message 5 of 15
Flag for a moderator

Re: Can't get help with broadband because I'm not the account holder!

Under most circumstances I can get the jist of C&Ped data but yours isn't making sense ATM- not anything you've done, just I doubt my reading of them. any chance you could do screencaps? . And to clarify, I'm not being patronising I'm trying to find what the actual issue is...

Can you also post the model number of your router? Usually a sticker on the bottom will tell you ....

 

 


0 Kudos
Reply
  • 8
  • 2
  • 2
abrink89
Tuning in
437 Views
Message 6 of 15
Flag for a moderator
Helpful Answer

Re: Can't get help with broadband because I'm not the account holder!

Screenshot (4).pngScreenshot (5).pngScreenshot (6).png

 

 

I hope this can help. I can't seem to screenshot properly.

 

Model Number: Super Hub VMDG480

0 Kudos
Reply
  • 11.26K
  • 750
  • 3.26K
Superuser
Superuser
430 Views
Message 7 of 15
Flag for a moderator
Helpful Answer

Re: Can't get help with broadband because I'm not the account holder!

LOL- screenshots are fine my end, they just haven't been approved yet.

 

Im going to pass to staff see if they can work out a way round your dilemma. You DO need a newer shinier modem.

 


0 Kudos
Reply
  • 8
  • 2
  • 2
abrink89
Tuning in
418 Views
Message 8 of 15
Flag for a moderator
Helpful Answer

Re: Can't get help with broadband because I'm not the account holder!

The house manager is in holiday in Brazil until mid January and she's not the account holder either, but she'll know how to get in touch with him. I was just hoping there was something I could do in the meantime. If I have to wait, then so be it, but I already had the password for the account. That should have been enough.

0 Kudos
Reply
  • 11.26K
  • 750
  • 3.26K
Superuser
Superuser
407 Views
Message 9 of 15
Flag for a moderator

Re: Can't get help with broadband because I'm not the account holder!

Swapping out a SHUB1 shouldn't get bogged down in DPA its a simple case of equipment needing replaced.

Lets wait to see what staff can pull out of the bag....

 


0 Kudos
Reply
  • 3.63K
  • 304
  • 1.06K
Dave_cq
Community elder
352 Views
Message 10 of 15
Flag for a moderator

Re: Can't get help with broadband because I'm not the account holder!

Downstream looks fine.  Problem seems to be with the Upstream with only one out of 4 channels working.

 

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

Electron
0 Kudos
Reply