Feel ripped off!

[Clairb37]

Not sure if this is the right board to post this but here goes.

I'm currently paying 69.50 a month for m200 fibre (which is terrible) and a basic tv package. I'm out of contract so that's not an issue. I went on virgin website and there's an offer for m350 fibre, tv package including sports and cinema for the same price as I'm paying now but it's not available for me because I'm not a new customer. Is there any way I can get round this?

I'd appreciate some advice, thankyou.

[Andrew-G]

First up, you say the service is terrible, do not under any circumstances change your package or enter a new fixed term contract until the performance issues have been properly resolved.  If you tell us what the problem is the forum contributors may be able to help.

When/if the performance is sorted, and you want a better deal read this.

[Clairb37]

Thankyou.

It's the speed and intermittent signal, the fibre drops out all the time. I've had them out once already and the bloke did something to split the signal or something, it worked ok for a while but now it's terrible most of the time. I'll see if I can get another engineer out and see what they say. According to the connect app everything is working as it should but it's definitely not!

[Andrew-G]

Good luck dealing with VM by phone, personally I avoid telephone contact with VM under all circumstances. 

If you want, we can take a look at some aspects of the hub's performance if you do the following:  Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

[Clairb37]

Welcome back!

Sign in to view or modify your Hub 3.0 settings.

Password

Show

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	171000000	-0.7	38	256 qam	5
2	139000000	-0.7	38	256 qam	1
3	147000000	-1	38	256 qam	2
4	155000000	-1.2	38	256 qam	3
5	163000000	-1	38	256 qam	4
6	179000000	-0.5	37	256 qam	6
7	187000000	-0.5	38	256 qam	7
8	195000000	-0.7	38	256 qam	8
9	203000000	-0.7	38	256 qam	9
10	211000000	-0.7	37	256 qam	10
11	219000000	-0.7	38	256 qam	11
12	227000000	-0.7	37	256 qam	12
13	235000000	-0.9	37	256 qam	13
14	243000000	-1	37	256 qam	14
15	251000000	-1.2	37	256 qam	15
16	259000000	-1.2	37	256 qam	16
17	267000000	-1.4	37	256 qam	17
18	275000000	-1.5	37	256 qam	18
19	283000000	-1.5	37	256 qam	19
20	291000000	-1.7	37	256 qam	20
21	299000000	-1.5	37	256 qam	21
22	307000000	-1.7	37	256 qam	22
23	315000000	-1.7	37	256 qam	23
24	323000000	-1.7	36	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	254476	0
2	Locked	38.6	81719	0
3	Locked	38.9	109770	0
4	Locked	38.6	128580	0
5	Locked	38.6	167755	0
6	Locked	37.6	248214	0
7	Locked	38.9	285532	0
8	Locked	38.6	353787	0
9	Locked	38.6	392224	0
10	Locked	37.6	424986	0
11	Locked	38.9	421038	0
12	Locked	37.3	505896	0
13	Locked	37.6	756169	0
14	Locked	37.6	962256	0
15	Locked	37.6	1024548	0
16	Locked	37.3	1008077	0
17	Locked	37.3	1697291	0
18	Locked	37.3	2019269	0
19	Locked	37.3	2175614	0
20	Locked	37.3	2364443	0
21	Locked	37.3	2732317	0
22	Locked	37.3	2764540	0
23	Locked	37.3	3100606	0
24	Locked	36.6	3205825	0

[Clairb37]

Welcome back!

Sign in to view or modify your Hub 3.0 settings.

Password

Show

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

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

1	60299986	34.5	5120	64 qam	1
2	39400000	33	5120	64 qam	4
3	46200000	34	5120	64 qam	3
4	53699996	34.5	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Clairb37]

Welcome back!

Sign in to view or modify your Hub 3.0 settings.

Password

Show

Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Network LogTime Priority Description

13/10/2021 07:12:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 15:56:35	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2021 15:56:35	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 13:43:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 19:55:11	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 19:55:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2021 16:33:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2021 08:15:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2021 07:55:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2021 07:55:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2021 03:15:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2021 19:55:9	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2021 19:55:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 14:47:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 07:55:10	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2021 07:55:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/09/2021 02:22:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 19:55:11	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 19:55:11	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2021 09:55:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Clairb37]

Have I done that right?

[-tony-]

---

@Clairb37 wrote:

Have I done that right?

---

yes but you also need to post the figures from the downstream

[Clairb37]

Sorry, I think it has been removed and I can't post it again for 3600 seconds