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stoffle
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Need new router (contacting on behalf of my parents)

Hi.

My parents wifi (wireless) connection is really slow or is not even loading webpages at times. Even when in the same room as the router.

Their router is pretty old I think, here is a picture of it https://ibb.co/jHGgWTq and I think it needs replacing and or their connection tweaking.

I can give further details. My mum has told me that she can't get through to speak to anyone on the phone.

 

Thank you.

 

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sophist
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Re: Need new router (contacting on behalf of my parents)


@stoffle wrote:

Hi.

My parents wifi (wireless) connection is really slow or is not even loading webpages at times. Even when in the same room as the router.

Their router is pretty old I think, here is a picture of it https://ibb.co/jHGgWTq and I think it needs replacing and or their connection tweaking.

I can give further details. My mum has told me that she can't get through to speak to anyone on the phone.

 

Thank you.

 


it'll be difficult to work through this for your mother if you've not got delegated authority on teh account..

the hub you posted a picture of is the Hub2ac.  Until about three months ago, VM were encouraging customers to swap these out for the Hub3 but there's currently a hardware shortage on the hub3, so they aren't swapping out hubs unless there's a proper fault.

that said, there are a few things that you can ask her to do before that gets in the way.. firstly, does she have any devices with an ethernet port that she can use to test with - i.e. is a wired connection any quicker / more stable?

next, it's worth posting up some details from the hub - browse to the hub on  http://192.168.0.1 - don't log in, click Router Status (top right of page) - copy/paste the tables from the Upstream, Downstream and Network Log tabs back to this thread - you'll need multiple posts for this, the info wont all fit into a single one..

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stoffle
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Re: Need new router (contacting on behalf of my parents)

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)10.4410.4610.4310.2210.9011.0911.1511.08
RxMER (dB)36.8437.0936.8436.8437.0937.3637.3637.64
Pre RS Errors169910161641539057161151326765006303
Post RS Errors291298292310283302319301
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stoffle
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Re: Need new router (contacting on behalf of my parents)

 US-1US-2US-3US-4Channel Type2.02.02.02.0Channel ID1324Frequency (Hz)60300000462000005370000039400000Ranging StatusSuccessSuccessSuccessSuccessModulation64QAM64QAM64QAM64QAMSymbol Rate (Sym/sec)5120000512000051200005120000Mini-Slot Size2222Power Level (dBmV)40.5041.2541.0041.75T1 Timeouts0000T2 Timeouts0000T3 Timeouts0002T4 Timeouts0000

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stoffle
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Re: Need new router (contacting on behalf of my parents)

06/07/2021 08:18:59 GMT 06/07/2021 08:18:59 GMT Error (4) 68010302 DHCP WAN IP - [MOD EDIT: REMOVED]
06/07/2021 08:18:18 GMT 06/07/2021 08:18:18 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/07/2021 08:18:17 GMT 06/07/2021 08:18:17 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
06/07/2021 08:18:15 GMT 06/07/2021 08:18:15 GMT Error (4) 68000407 TOD established
06/07/2021 08:18:03 GMT 06/07/2021 08:18:03 GMT Notice (6) 84000510 Downstream Locked Successfully
06/07/2021 08:17:47 GMT 06/07/2021 08:17:47 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
06/07/2021 08:17:47 GMT 06/07/2021 08:17:47 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
06/07/2021 08:17:47 GMT 06/07/2021 08:17:47 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
06/07/2021 08:17:47 GMT 06/07/2021 08:17:47 GMT Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
06/07/2021 08:13:25 GMT 06/07/2021 08:13:25 GMT Warning (5) 84020200 Lost MDD Timeout
06/07/2021 08:13:25 GMT 06/07/2021 08:13:25 GMT Warning (5) 84020200 Lost MDD Timeout
06/07/2021 08:13:25 GMT 06/07/2021 08:13:25 GMT Warning (5) 84020200 Lost MDD Timeout
06/07/2021 08:13:25 GMT 06/07/2021 08:13:25 GMT Warning (5) 84020200 Lost MDD Timeout
06/07/2021 08:13:25 GMT 06/07/2021 08:13:25 GMT Warning (5) 84020200 Lost MDD Timeout
06/07/2021 08:13:24 GMT 06/07/2021 08:13:24 GMT Warning (5) 84020200 Lost MDD Timeout
06/07/2021 08:13:23 GMT 06/07/2021 08:13:23 GMT Warning (5) 84020200 Lost MDD Timeout
06/07/2021 08:13:22 GMT 06/07/2021 08:13:22 GMT Warning (5) 84020200 Lost MDD Timeout
06/07/2021 08:13:19 GMT 06/07/2021 08:13:19 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
06/07/2021 08:13:19 GMT 06/07/2021 08:13:19 GMT Critical (3) 84000500 SYNC Timing Synchronization failure - Loss of Sync
06/07/2021 05:53:06 GMT 06/07/2021 05:53:06 GMT Error (4) 68010302 DHCP WAN IP - [MOD EDIT: REMOVED]
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lotharmat
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Re: Need new router (contacting on behalf of my parents)

Power levels look too high - you'd need an engineer to rectify this.

Your "parents" 😉 would need to be able to pass security via Private Message on here for an engineer to be despatched!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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jbrennand
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Re: Need new router (contacting on behalf of my parents)

The down power levels are all out of spec (too high) probably will need a tech vistit to get them back in range.

A VM person should respond here in a day or two but they will only deal with the account holder - so you will need the full details.

--------------------
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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Jodi_S
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Re: Need new router (contacting on behalf of my parents)

Hi stoffle,

 

Thanks for posting on our community forums. We're sorry to see that your experiencing issues with our internet services and looking at your logs there are definitely some power level issues.

 

I have double checked from our end with the details your have provided form your community profile and can see that there is a downstream power level issue that we need to address.

 

As we will need to book a technician for this I am going to pop you over a private message to take some details from you.

 

Please click on the purple envelope to accept the chat.

 

Kind regards Jodi. 

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