Internet not working just before disconnection

[amj95]

Hello, 

Our contract with VM ends on the 10th of February. After having lots of issues are we were assured certain things on the phone but then apparently everyone is saying different things we have no clue what is going on but to make things even worse since 3 days ago the internet is not working. It is very funny that just 10 days about to finish the contract we start having issues we have never had. The first day we didnt mind much as we though it was punctual. Second day it was starting to get annoying as the internet would work for a few hours and then stop for a few and so on. Cut on to yesterday when the internet would last 2 minutes and then die for hours. We tried contacting but were out of office hours the app saying it all looks normal. Today it says we need to book a technician but obviously the days offered are after our contract is finished. 

We completely feel like this is a punishment for leaving the company just as the constant threat of having to pay for a month we won't use even tho we were assured we didnt have to as our last 30 days were paid for. But here on the forum they say to us you will pay and whatever we owe you we will return afterwards. What ? First I should not pay anything , our dd was cancelled after we ended our contract by phone and we were confirmed over and over that what we paid was our last bill, then they tell us we have to pay more than we have ever pay before. Completely ignore what we tell them, don't even bother confirming the call which I guess must be recorded plus you want us to pay for what? For a WiFi that suddenly does not work? 

What a waste of energy trying to speak with someone from VM, energy time and to get treated like atms. Funny thing is we were assured over and over that we wouldn't have any issues bc I work from home part time and also study online but now I can't do anything cause VM decided to cut our internet.

What are we supposed to do?

[BaldrickBravo]

Don't ascribe to malice or nefariousness that which should most probably put down to incompetence.

I agree that VM's customer service is lacking (seems to be universal with broadband/telephony providers, save for the specialists which are more expensive). But I would be very reluctant to think that the connectivity problems you are now experiencing are related to cancellation of your VM contract.

---

Have you checked to see if there is a service-affecting outage in your area?
You can call 0800 5610061 to see whether there are any problems in your locality.
There's usually more information available via phone than there is on the service status page.

It might be useful to see the status information from you SuperHub/Hub:

Pop http://192.168.0.1 into the address bar of your preferred web prowser. Find the 'Router Status' link and click that. (No need to sign in). Copy and paste the status/down stream/upstream information and logs as text into a reply here.

[amj95]

Thanks for your reply. Apparently there are no service issues in the area. I have taken all the screen captions and I will add them now. Also, I want to think, really really want to think that its just an error but everything is getting mix now like we were happy after our first chat as we were very clear with what we wanted/needed and they were very clear too confirming and reassuring but suddenly the trouble started and its just getting too much. However there you go with the screenshots

 

•  

    

  

   

[amj95]

I have just read again your reply and noticed you said copied in text so I copied it now sorry

<span;>Status:

<span;>Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

<span;>419000000

<span;>Ranging

<span;>Ranged Upstream Channel (Hz)

<span;>Update in progress

<span;>undefined

<span;>Provisioning State

<span;>Offline



<span;>Downstream:
<span;>Downstream bonded channels

<span;>ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID1419000000-1733256 qam36

<span;>Downstream bonded channels

<span;>ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked33.4939453









<span;>Upstream:
<span;>Upstream bonded channels

<span;>ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID

<span;>Upstream bonded channels

<span;>ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts









<span;>Logs (just a few of the last ones):

<span;>Network Log

<span;>TimePriorityDescription01/01/1970 00:28:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:28:30Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:27:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:27:7Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:25:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:25:24Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:23:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:23:45Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:22:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[BaldrickBravo]

Ahh.
You have a Hub 5.

I'd be tempted to give that a factory reset tbh. The reset pin is on the base of the hub. Find a pin and push down the reset pin for about thirty seconds, until you see the LED light on the front of the hub flash.

It is also worth calling the number to see if there is a local issue. They don't make it onto the service status pages until they become more severe/wide ranging.

[Kath_F]

Hi amj95, 

Thanks for your post and apologies to hear that you are having issues with your internet connection. 

Checking our systems, I can see that Zak has already looked in to things for you and has advised we'd need an engineer to come out to take a look at things. This wouldn't have been knocked off purposely as a punishment for leaving VM. It's simply a coincidence. Whilst we can't offer a 100% fault free service, we do promise to fix faults as quickly as possible. 

As it stands, there are no engineer appointments for before the date of your disconnection so there isn't anything further we can do I'm afraid. 

In terms of the billing you've mentioned, when in your notice, your account continues as normal so this includes your bills. Once the services have disconnected, a final bill is generated with pro rata charges for time you may have already have paid for but was after your disconnection date. I can see Zak has advised you on this too. 

Once again we apologise for any incontinence and wish you well going forward. 

Thanks,