Virgin Media Broadband dropping again!!!

[ihuss]

My M100 package has been utter thrash lately. Constant drops, VOIP latency and packet loss. At times Virgin Media service status reports that the issue has been fixed when it hasn't. My entire street and relatives with VM in my area are having the same issue. Today a VM engineer drove past my house and parked outside the grey cabinet on my road, sat in his van for 20 mins and then drove off, 5 mins later I receive an email we have fixed the issue! Coincidence?

Tech support is useless, restart hub, reset it.

Take a look at my stats:

Item Status Comments
Acquired Downstream Channel (Hz)
387000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 387000000 3.7 40 256 qam 32
2 267000000 4.8 40 256 qam 17
3 275000000 4.5 43 256 qam 18
4 283000000 4.5 43 256 qam 19
5 291000000 4.5 40 256 qam 20
6 299000000 4.6 40 256 qam 21
7 307000000 4.6 40 256 qam 22
8 315000000 4.9 40 256 qam 23
9 323000000 4.9 40 256 qam 24
10 331000000 5.1 40 256 qam 25
11 339000000 4.8 40 256 qam 26
12 347000000 3.5 40 256 qam 27
13 355000000 3.2 40 256 qam 28
14 363000000 3.4 40 256 qam 29
15 371000000 3.5 40 256 qam 30
16 379000000 3.7 40 256 qam 31
17 395000000 3.5 40 256 qam 33
18 403000000 3.5 40 256 qam 34
19 411000000 3.7 40 256 qam 35
20 419000000 3.2 40 256 qam 36
21 427000000 3.5 40 256 qam 37
22 435000000 3.2 40 256 qam 38
23 443000000 3.2 40 256 qam 39
24 451000000 3.2 40 256 qam 40

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 1355 0
2 Locked 40.9 158 0
3 Locked 44.6 207 0
4 Locked 43.3 270 0
5 Locked 40.9 385 0
6 Locked 40.9 410 0
7 Locked 40.9 469 0
8 Locked 40.9 590 0
9 Locked 40.9 690 0
10 Locked 40.9 853 0
11 Locked 40.9 967 0
12 Locked 40.9 1204 0
13 Locked 40.9 1326 0
14 Locked 40.9 1254 0
15 Locked 40.9 1301 0
16 Locked 40.9 1357 0
17 Locked 40.9 1613 0
18 Locked 40.9 1813 0
19 Locked 40.9 1873 0
20 Locked 40.9 2365 0
21 Locked 40.9 2431 0
22 Locked 40.9 2652 0
23 Locked 40.3 3409 0
24 Locked 40.9 3849 0

Network Log
Time Priority Description
13/09/2021 16:02:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:02:10 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:00:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:00:50 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:47:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:47:31 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:40:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:40:32 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:25:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:25:53 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:23:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:23:14 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:17:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:17:54 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:04:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:04:36 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:03:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 15:03:17 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 14:57:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 14:57:16 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

We need your upstream channels data as well, often it is more indicative of problems. Before posting again please power cycle your hub and post new full set of stats after at least 1 hour.

[ihuss]

@Tudor - thanks.

I hope this helps....

Item Status Comments
Acquired Downstream Channel (Hz)
387000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 387000000 3.7 40 256 qam 32
2 267000000 4.8 40 256 qam 17
3 275000000 4.5 43 256 qam 18
4 283000000 4.5 43 256 qam 19
5 291000000 4.5 40 256 qam 20
6 299000000 4.6 40 256 qam 21
7 307000000 4.6 40 256 qam 22
8 315000000 4.9 40 256 qam 23
9 323000000 4.9 40 256 qam 24
10 331000000 5.1 40 256 qam 25
11 339000000 4.8 40 256 qam 26
12 347000000 3.5 40 256 qam 27
13 355000000 3 40 256 qam 28
14 363000000 3.4 40 256 qam 29
15 371000000 3.5 40 256 qam 30
16 379000000 3.7 40 256 qam 31
17 395000000 3.7 40 256 qam 33
18 403000000 3.5 40 256 qam 34
19 411000000 3.7 40 256 qam 35
20 419000000 3.4 40 256 qam 36
21 427000000 3.5 40 256 qam 37
22 435000000 3.2 40 256 qam 38
23 443000000 3.2 40 256 qam 39
24 451000000 3.2 40 256 qam 40

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 1165 0
2 Locked 40.9 130 0
3 Locked 43.3 177 0
4 Locked 43.3 238 0
5 Locked 40.9 317 0
6 Locked 40.3 364 0
7 Locked 40.9 350 0
8 Locked 40.9 502 0
9 Locked 40.9 554 0
10 Locked 40.9 660 0
11 Locked 40.9 773 0
12 Locked 40.9 952 0
13 Locked 40.9 1056 0
14 Locked 40.3 1019 0
15 Locked 40.9 967 0
16 Locked 40.3 1130 0
17 Locked 40.9 1339 0
18 Locked 40.9 1614 0
19 Locked 40.9 1563 0
20 Locked 40.9 1980 0
21 Locked 40.9 2046 0
22 Locked 40.9 2223 0
23 Locked 40.9 2720 0
24 Locked 40.3 3220 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 37.8 5120 32 qam 4
2 46200000 37.8 5120 32 qam 3
3 53700000 38.3 5120 32 qam 2
4 60300000 38.3 5120 32 qam 1

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 11 0

Network Log
Time Priority Description
13/09/2021 17:20:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 17:20:14 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 17:17:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 17:17:34 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 17:10:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 17:10:55 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 17:08:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 17:08:15 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:53:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:53:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:49:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:49:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:46:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:46:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:37:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:37:18 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:34:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:34:38 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:25:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 16:25:19 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Looks like you need a technician’s visit to rectify, those error should not have increased at that rate and the upstream should be 64 QAM.

First Check with Area faults on  0800 561 0061 or if you have a VM landline 150

If no faults found:

Call Customer Services on 0345 454 1111 or if you have a VM landline 150

[ihuss]

Thanks @Tudor

According to VM there are no service outages in my area. I have logged an fault and expecting an engineer tomorrow.

Interestingly I did power cycle the Hub3 again (leaving it off for 10 mins this time) when I powered it back the broadband was stable for a few mins with upstream at 64 qam but now the problem has returned again

Upstream bonded channels

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

1	39400000	37.8	5120	32 qam	4
2	32600000	36.8	5120	32 qam	5
3	46200000	36.8	5120	32 qam	3
4	53700000	38.3	5120	32 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Tudor]

What you describe is often the case. This is because when the hub starts up it has to reacquire all the channels and they usually start out good, but soon drop down to their previous state.

[ihuss]

@Tudor, thanks again.

It looks like the issue has been resolved overnight, do the following updating stats look ok? 

I'm not seeing anymore packet drops when pinging google dns. Should I cancel the engineer visit or monitor closely today?

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
387000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 387000000 4.1 40 256 qam 32
2 267000000 5 40 256 qam 17
3 275000000 4.9 43 256 qam 18
4 283000000 4.8 43 256 qam 19
5 291000000 5 40 256 qam 20
6 299000000 5 40 256 qam 21
7 307000000 5 43 256 qam 22
8 315000000 5.1 40 256 qam 23
9 323000000 5.1 40 256 qam 24
10 331000000 5.5 43 256 qam 25
11 339000000 5.1 40 256 qam 26
12 347000000 4 40 256 qam 27
13 355000000 3.5 40 256 qam 28
14 363000000 3.7 40 256 qam 29
15 371000000 4 40 256 qam 30
16 379000000 4.1 40 256 qam 31
17 395000000 4 40 256 qam 33
18 403000000 4 40 256 qam 34
19 411000000 4 40 256 qam 35
20 419000000 3.7 40 256 qam 36
21 427000000 3.9 40 256 qam 37
22 435000000 3.7 40 256 qam 38
23 443000000 3.5 40 256 qam 39
24 451000000 3.7 40 256 qam 40

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 10843 0
2 Locked 40.9 1267 0
3 Locked 43.3 1726 0
4 Locked 43.3 2214 0
5 Locked 40.9 2853 0
6 Locked 40.9 3393 0
7 Locked 43.3 3676 0
8 Locked 40.9 4588 0
9 Locked 40.9 5378 0
10 Locked 43.3 6771 0
11 Locked 40.3 7566 0
12 Locked 40.9 9116 0
13 Locked 40.3 10327 0
14 Locked 40.3 9624 0
15 Locked 40.9 9311 0
16 Locked 40.9 10822 0
17 Locked 40.9 12505 0
18 Locked 40.9 14404 0
19 Locked 40.9 15061 0
20 Locked 40.9 18218 0
21 Locked 40.9 18937 0
22 Locked 40.9 20717 0
23 Locked 40.9 25830 0
24 Locked 40.9 29910 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 37.8 5120 64 qam 4
2 32600000 36.8 5120 64 qam 5
3 46200000 37.8 5120 64 qam 3
4 53700000 38.3 5120 64 qam 2

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 3 0
3 ATDMA 0 0 93 0
4 ATDMA 0 0 8 0

Network Log
Time Priority Description
14/09/2021 01:31:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 01:31:1 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:10:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:10:35 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:07:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:07:55 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:06:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:06:35 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:05:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:05:15 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:04:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:04:35 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:03:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:03:55 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:01:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 23:01:16 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 22:58:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 22:58:36 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 22:54:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 22:54:36 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Keep it! 93 T3s are too many for a short period of time!!

[ihuss]

The engineer never even bothered to turn up!! I especially finished work early for the appointment and waited patiently at home from 4pm to 7pm, received no cancellation notice nor a reschedule request. “Great” customer service Virgin Media!! Can’t wait for these few months to pass so I can look for broadband services elsewhere.

Still seeing same errors on the superhub3 and experiencing latency & drop outs so don’t know where to go from here. Contacted VM customer service, the guy apologised and cut off my chat🤬😡

[Natalie_L]

Hello ihuss, 

I am very sorry to hear that the appointment has not gone ahead as advised. 

I'd like to investigate what has happened and help to put this right so I am going to send you over a private message to grab a few more details and we can go from there. 

Please check the purple envelope for my message, 

Speak soon,