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VM Network team help needed in London area - total loss of internet - T3 T4 critical errors

upsetgamer
Tuning in

I am posting it for the 3rd time, as for some reason the posts were flagged as spam. I will try to post the stats in the reply.

About three months ago we ordered 1GB package. It worked fine for a few weeks and then for a couple of months, we had all the problems with the broadband. The internet keeps dropping intermittently or sometimes it just does not work for days. It had not happened to us for more than 5 years. We both work from home and are heavy internet users. The contract is in my partner's name. We live in London.

We had probably 5 technicians coming over after countless of fruitless customer service calls. They are changing the Hub5 router (which does not really make sense, but they probably need to do something to justify their time on the premise). It only helped once when a more experienced engineer, Steve, came in and contacted the Network directly. A couple of days later everything started working again.

And the router was in "modem mode" (I have an external Asus RT-AX82U (fw:3.0.0.4.388_23285) router linked via Ethernet cable - 2.5GB slot). I was advised not to do it (which is strange as it had worked for 2 years on HUB3 without any issue), so since the last change of the router it has been running as per default, but I still have an external router connected as an extension for the range.


What is really annoying is when you want to report that something is not working and you go to VM Status then you will get this lovely message:

"We can’t see any issues affecting"


Then you click that there is still an issue and you are getting:
"Looks like there’s still an issue with your connection
We’re looking into it. Check back here after 0 hour and if there’s still an issue we’ll help you book a technician." (I have just spotted it is 0 hours.. and I cannot do anything like I am blocked on your system - probably with a label - "difficult customer, do not let them book another tech visit")


Anyway, here are the stats. Hopefully, somebody from VM will spot something and will send help. And I am really hoping this is not my external router settings (which I really do not think so).

upsetgamer_0-1692600472169.png

 

1 ACCEPTED SOLUTION

Accepted Solutions

Client62
Legend

The Hub's Downstream Power Levels that are all over the place and there are Errors logged across all Downstream channels.

See where this Helpful Answer was posted

21 REPLIES 21

upsetgamer
Tuning in

It has been two months since we ordered a new 1GB package. Since then we have had all the problems. The internet keeps dropping. It had not happened to us for more than 5 years. We both work from home and are heavy internet users. The contract is on my partner's name. We live in London.

We had probably 5 technicians coming over after countless of fruitless customer service calls. They are changing the Hub5 router (which does not really make sense, but they probably need to do something to justify their time on the premise). It only helped once when a more experienced engineer, Steve, came in and contacted the Network directly. A couple of days later everything started working again. And the router was in "modem mode" (I have an external Asus RT-AX82U (fw:3.0.0.4.388_23285) router linked via Ethernet cable - 2.5GB slot). I was advised not to do it (which is strange as it had worked for 2 years on HUB3 without any issue), so since the last change of the router it has been running as per default, but I still have an external router connected as an extension for the range. 

What is really annoying is when you want to report that something is not working and you go to: https://www.virginmedia.com/help/service-status then you will get this lovely message:

"We can’t see any issues affecting"

Then you click that there is still an issue and you are getting:

"Looks like there’s still an issue with your connection

We’re looking into it. Check back here after 0 hour and if there’s still an issue we’ll help you book a technician." (I have just spotted it is 0 hours.. and I cannot do anything like I am blocked on your system - probably with a label - "difficult customer, do not let them book another tech visit")

Anyway, here are the stats. Hopefully, somebody from VM will spot something and will send help. And I am really hoping this is not my external router settings (which I really do not think so).

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

3.1

Config file

cmreg-vmdg660-bbt076-b.cm

Primary Downstream Service Flow

SFID

43752

Max Traffic Rate

1230000450 bps

Max Traffic Burst

42600bytes

Min Traffic Rate

0 bps

Primary Upstream Service Flow

SFID

43751

Max Traffic Rate

110000274 bps

Max Traffic Burst

42600bytes

Min Traffic Rate

0 bps

Max Concatenated Burst

42600bytes

Scheduling Type

Best Effort

 

Time

Priority

Description

20-08-2023 18:28:23

notice

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xxxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:27:39

notice

REGISTRATION COMPLETE - Waiting for Operational status

20-08-2023 18:27:33

notice

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:27:19

warning

DHCP WARNING - Non-critical field invalid in response ;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:27:17

notice

Honoring MDD; IP provisioning mode = IPv4

20-08-2023 18:27:06

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:27:01

critical

No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxxa;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:26:59

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:26:56

critical

No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:26:55

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:23:54

notice

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:55

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:55

critical

16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:55

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxx9;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:41

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:38

notice

CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 13 15 16 17 18 21 25 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:37

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 13 15 16 17 18 21 23 24 25 26 29 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:31

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:16

warning

MDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:31

notice

CM-STATUS message sent. Event Type Code: 5; Chan ID: 13 15 16 17 18 21 25 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:31

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 15 16 17 18 21 23 24 25 26 29 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxxCM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:31

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:26

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:24

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:14

warning

MDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:13

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 15 17 23 24 25 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:12

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:10

warning

MDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:04

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:02

warning

MDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:20:58

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 15 17 23 24 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxxCM-QOS=1.1;CM-VER=3.1;

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

306000000

8.6

42

QAM 256

22

2

138000000

7.3

41

QAM 256

1

3

146000000

7.2

41

QAM 256

2

4

154000000

7.3

41

QAM 256

3

5

162000000

7.2

41

QAM 256

4

6

170000000

2.6

28

QAM 256

5

7

178000000

7.7

41

QAM 256

6

8

186000000

7.6

41

QAM 256

7

9

194000000

7.8

42

QAM 256

8

10

202000000

7.8

42

QAM 256

9

11

210000000

8.2

42

QAM 256

10

12

218000000

8.3

42

QAM 256

11

13

226000000

8.3

42

QAM 256

12

14

234000000

3

29

QAM 256

13

15

242000000

8.2

42

QAM 256

14

16

250000000

8.1

42

QAM 256

15

17

258000000

8.3

42

QAM 256

16

18

266000000

8.4

42

QAM 256

17

19

274000000

3.1

30

QAM 256

18

20

282000000

8.6

42

QAM 256

19

21

290000000

8.7

42

QAM 256

20

22

298000000

8.6

42

QAM 256

21

23

314000000

8.3

42

QAM 256

23

24

322000000

8.2

41

QAM 256

24

25

330000000

8

42

QAM 256

25

26

338000000

2.8

30

QAM 256

26

27

346000000

8.2

42

QAM 256

27

28

354000000

8.1

42

QAM 256

28

29

362000000

8.1

42

QAM 256

29

30

370000000

8.2

42

QAM 256

30

31

378000000

8.3

42

QAM 256

31

Downstream bonded channels

 

upsetgamer
Tuning in

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

3.1

Config file

cmreg-vmdg660-bbt076-b.cm

Primary Downstream Service Flow

SFID

43752

Max Traffic Rate

1230000450 bps

Max Traffic Burst

42600bytes

Min Traffic Rate

0 bps

Primary Upstream Service Flow

SFID

43751

Max Traffic Rate

110000274 bps

Max Traffic Burst

42600bytes

Min Traffic Rate

0 bps

Max Concatenated Burst

42600bytes

Scheduling Type

Best Effort

 

Time

Priority

Description

20-08-2023 18:28:23

notice

CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=xxxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:27:39

notice

REGISTRATION COMPLETE - Waiting for Operational status

20-08-2023 18:27:33

notice

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:27:19

warning

DHCP WARNING - Non-critical field invalid in response ;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:27:17

notice

Honoring MDD; IP provisioning mode = IPv4

20-08-2023 18:27:06

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:27:01

critical

No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxxa;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:26:59

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:26:56

critical

No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:26:55

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:23:54

notice

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:55

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:55

critical

16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:55

critical

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxx9;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:41

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:38

notice

CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 13 15 16 17 18 21 25 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:37

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 13 15 16 17 18 21 23 24 25 26 29 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:31

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:22:16

warning

MDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:31

notice

CM-STATUS message sent. Event Type Code: 5; Chan ID: 13 15 16 17 18 21 25 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:31

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 15 16 17 18 21 23 24 25 26 29 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxxCM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:31

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:26

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:24

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:14

warning

MDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:13

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 15 17 23 24 25 26 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:12

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:10

warning

MDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:04

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:21:02

warning

MDD message timeout;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

20-08-2023 18:20:58

notice

CM-STATUS message sent. Event Type Code: 4; Chan ID: 15 17 23 24 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xxx;CMTS-MAC=xxxCM-QOS=1.1;CM-VER=3.1;

 

upsetgamer
Tuning in

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

306000000

8.6

42

QAM 256

22

2

138000000

7.3

41

QAM 256

1

3

146000000

7.2

41

QAM 256

2

4

154000000

7.3

41

QAM 256

3

5

162000000

7.2

41

QAM 256

4

6

170000000

2.6

28

QAM 256

5

7

178000000

7.7

41

QAM 256

6

8

186000000

7.6

41

QAM 256

7

9

194000000

7.8

42

QAM 256

8

10

202000000

7.8

42

QAM 256

9

11

210000000

8.2

42

QAM 256

10

12

218000000

8.3

42

QAM 256

11

13

226000000

8.3

42

QAM 256

12

14

234000000

3

29

QAM 256

13

15

242000000

8.2

42

QAM 256

14

16

250000000

8.1

42

QAM 256

15

17

258000000

8.3

42

QAM 256

16

18

266000000

8.4

42

QAM 256

17

19

274000000

3.1

30

QAM 256

18

20

282000000

8.6

42

QAM 256

19

21

290000000

8.7

42

QAM 256

20

22

298000000

8.6

42

QAM 256

21

23

314000000

8.3

42

QAM 256

23

24

322000000

8.2

41

QAM 256

24

25

330000000

8

42

QAM 256

25

26

338000000

2.8

30

QAM 256

26

27

346000000

8.2

42

QAM 256

27

28

354000000

8.1

42

QAM 256

28

29

362000000

8.1

42

QAM 256

29

30

370000000

8.2

42

QAM 256

30

31

378000000

8.3

42

QAM 256

31

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

42

682817

18147

2

Locked

41

4672729

2041081

3

Locked

41

3874124

752918

4

Locked

41

5227562

778563

5

Locked

41

5558926

919134

6

Locked

28

2178771

401822

7

Locked

41

5411709

449376

8

Locked

41

6989857

914858

9

Locked

42

8124795

916427

10

Locked

42

7200061

205454

11

Locked

42

1903179

191379

12

Locked

42

1258063

87241

13

Locked

42

2072863

160160

14

Locked

29

1028850

122917

15

Locked

42

1346928

142176

16

Locked

42

1224069

109378

17

Locked

42

1095346

114069

18

Locked

42

1121350

198625

19

Locked

30

866092

106392

20

Locked

42

1837937

163158

21

Locked

42

1541537

117157

22

Locked

42

1507440

146753

23

Locked

42

1473427

146072

24

Locked

41

1570387

181517

25

Locked

42

1282389

131516

26

Locked

30

8459719

4554436

27

Locked

42

1044912

110676

28

Locked

42

1021659

113766

29

Locked

42

1418531

152829

30

Locked

42

1497292

125713

31

Locked

42

1501144

109521

upsetgamer
Tuning in

I am currently connected via Ethernet cable to an external router ASUS RT-AX82U. WAN connection type: Automatic IP. WAN/NAT/UPnP all enabled. DNS default status : Get the DNS IP from your ISP automatically. QoS switched off.

When I run speed tests on my Asus router, it is currently at 900 Mbps. Fast com also confirms. Then I am getting these results from SamKnows:

upsetgamer_2-1692604523844.png

but then Bufferbloat is ok(ish - except the latency under the load)

upsetgamer_3-1692604556167.png

 

biggm68
Tuning in

I have exactly the same issue and apparently nothing wrong

engineers came out and it’s all working

have tried in router mode and modem mode

latest comment is here is an email so you can leave foc 

IMG_6239.jpeg

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hi, usetgamer.
Thank you for joining our help forums and for your post here.

We're sorry to hear of the connection issues since you upgraded to our Superfast Fibre 1Gig Broadband, we'd love to best help with this.

Apologies for any confusion caused by the message you're getting each time you're trying to troubleshoot the problem online, this process performs checks on the service received from our network to the hub however the issue may lie with the wireless in-home network or other.

From what you've advised above, we understand your hub should currently be on modem mode and a 3rd party router is in use.

For us to be able to perform checks and diagnose this we'd need to get the hub back on router mode so we can monitor the service and equipment, this can be done by removing any 3rd party networking equipment such as routers or Wi Fi boosters/extenders etc and switching the modem mode off on your VM hub.

Please, let us know if you can do this and we'll gladly perform our diagnostic checks for you and help.

Adri
Forum Team

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setup a BQM to PC in modem mode without a router

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upsetgamer
Tuning in

Hi @legacy1 and @Adri_G. My 3rd party router was working as an extender, while HUB5 was on default settings (not in Modem mode). Sorry, I confused everyone. I am unable to reach to HUB5 without extending the signal.

This is the current graph - note that this is done via connecting directly to Hub5... which is actually a completely new router as on the same day I posted the above the 8th technician arrived and changed all the cables (for the 4th time) and gave us another router (I think this is the 4th or 5th in two months).

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f326d8080b3fce2f2b891a7ab5d3e46cee...

upsetgamer_0-1692689263937.png

Then I spent my evening phoning customer service, as per usual at 6pm everything went to... offline. After 2 hours we got disconnected 3 times from the cancellation department, where they kept telling me I could either cancel my whole contract for free or get the 4G backup dongle. We asked for the latter, as the next "fastest" available broadband provider is 20 times slower. Unfortunately, every time they needed approval from their managers so they put us on hold... this lasted for so long that we got disconnected and we somehow ended up in the queue to the usual customer service (who did not take any notes on their CRM system - we checked). This happened 3 times and they eventually put us through to the Business department... which a lovely robotic voice told us they are now closed. What a "brilliant" customer experience...

I am going to give them one more chance today to redeem their appalling customer service with the free 4G dongle, as I am pretty sure the internet will drop again.

Client62
Legend

The Hub's Downstream Power Levels that are all over the place and there are Errors logged across all Downstream channels.