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Early cancellation, the service is poor

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Clifton
Joining in

Sunday

 

I am considering switching to another provider due to awful service. Since May, we have been experiencing issues with our broadband signal. For the past two weeks, the connection has been unreliable, going ‘on and off.’ We had two engineers visit our home; the first engineer didn’t do much, while the second conducted some measurements and confirmed that the signal was weak. He reported the issue, and after a week, we received a few emails from Virgin apologizing and stating that it had been fixed. However, it has been a couple of days since we last heard from them, and nothing has changed. I am struggling to do my job while working from home, managing my YouTube channel, and I just can't enjoy my internet connection.

Citizen Advice says that in such a situation I can cancel my service without paying cancellation fee.

Any suggestions what to do?

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jbrennand
Very Insightful Person
Very Insightful Person

Sunday

Can you do this.....

_______________

In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

See where this Helpful Answer was posted

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jbrennand
Very Insightful Person
Very Insightful Person

Sunday

Can you do this.....

_______________

In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “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”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Clifton
Joining in
In response to jbrennand

Sunday

Thank you for you answer, here are the logs

Downstream bonded channels

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

1 330750000 -5.2 38 256 qam 25

 

 

Downstream bonded channels

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

1 Locked 38.9 1 0

 

Upstream bonded channels

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

 

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

 

Network Log

Time Priority Description

29/12/2024 17:13:52 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:08:34 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:07:13 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:06:37 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:05:35 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:04:58 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:04:1 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:04:0 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:58:46 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:58:2 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:56:58 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:56:14 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:55:0 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:54:16 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:53:10 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:50:56 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:50:30 notice LAN login Success;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:48:12 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:47:9 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:46:38 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MA

C= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

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Clifton
Joining in
In response to jbrennand

Sunday

Thank you for your answer, here are the logs

Downstream bonded channels

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

1 330750000 -5.2 38 256 qam 25

 

 

Downstream bonded channels

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

1 Locked 38.9 1 0

 

Upstream bonded channels

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

 

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

 

Network Log

Time Priority Description

29/12/2024 17:13:52 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:08:34 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:07:13 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:06:37 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:05:35 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:04:58 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:04:1 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 17:04:0 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:58:46 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:58:2 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:56:58 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:56:14 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:55:0 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:54:16 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:53:10 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:50:56 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:50:30 notice LAN login Success;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:48:12 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:47:9 critical No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

29/12/2024 16:46:38 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.0;

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jbrennand
Very Insightful Person
Very Insightful Person
In response to Clifton

Sunday - last edited Sunday

This cant be the "full set" I requested above - should be 24/32 down channels and 4/5 up channels in 4 tables.  Please cut and paste those - see lots of other posts on this forum for examples.

And a link to your BQM


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Tudor
Very Insightful Person
Very Insightful Person
In response to Clifton

Sunday

The one downstream channel shown is very low, just in spec. Let’s see all of them.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Clifton
Joining in
In response to jbrennand

Sunday

Its all I can see in the tables and pasted it all here. The upstream table is empty to be honest. Theres no internet connection at all, maybe this is the reason.

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jbrennand
Very Insightful Person
Very Insightful Person
In response to TinselTown1

Monday

lets see if VM can help when they get here.


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Daniel_Et
Forum Team
Forum Team
In response to Clifton

Tuesday

Hi @Clifton 👋 Thank you for your posts and welcome to the Virgin Media Community 😀

We're sorry to hear about the issues you've been having and that you're thinking of leaving us 😔

Do you have another engineer visit scheduled? If so, please let us know the outcome of that and we can take things from there.

Thank you for your support @jbrennand and @Tudor 👍

Regards,
Daniel

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Clifton
Joining in
In response to Daniel_Et

Tuesday

@Daniel_Et you have no idea how frustrating it is. No broadband at all since Friday. The earliest engineer available 4th of Jan, ouch!!! I've booked him but I shall be leaving Virgin as soon as I can, doesn't matter whether he will fix it or not. I know it will be just temporary fix as always and matter of days the broadband will die again.

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