on 14-02-2022 16:10
I've been a VM Customer for approx 10 years now and during the past year my WiFi signal around my house has been shockingly bad. I've contacted VM Customer Support on numerous occasions in an attempt to get to the bottom of this issue. I've relocated/rebooted/reset and even had the Hub3 replaced with a new one and still no real improvement. I have even recently tried one of those 'Evo' Mesh Network routers and placed the Hub3 in Modem mode, yet this has also showed no improvement.
My last call to VM Support was approx 1 month ago where I was advised to carry out yet another full reset of the Hub. I was also directed to the 'VM Connect' app to monitor signal strength in rooms. VM Support appeared to be clueless with this issue and said they would callback that same day after I carried out my check on the various areas, but as expected, no callback!
I'm really losing faith in the service provided by VM. Given them the benefit of the doubt in many cases. I do feel it would be beneficial if a Technician could check things out, as it baffles me at how poor things have gotten over the past year or so.
Please can I get some REAL support??
on 14-02-2022 16:22
on 14-02-2022 16:37
Hi John,
Thanks very much for replying to my query.
The issue is only with devices connected to WiFi, not those connected via Ethernet cables. For example; my Ring Doorbell and Blink security cameras are now inoperable due to the weak signal they're receiving. The hub lights all appear correctly lit (no change & checked by VM support). We live in a standard 3 bed end of terrace. Approx 15-20 devices connected (Alexa, Blink, Ring, Smart TV's, iPhones, iPads etc), but not all working at the same time. Like I said, the issue has only really been bad the past year or so. The previous 9 years with VM have been fine!
Regarding the Mesh item purchased, apologies I misspelled the product, it was actually the 'Amazon Eero mesh WiFi router/extender'. We ended up sending it back for a refund as it made no real difference.
14-02-2022 16:51 - edited 14-02-2022 17:09
OK. If ethernet connected devices are all fine, it may just be a wifi issue. Your wifi "environment" changes constantly as usage around you increases and other interfering devices start up around you. There is a sequence to follow for setting up Mesh systems which if you didnt follow may be the reason it didnt help. If you do want to go that route again I would suggest you look at the TP-Link Deco M4 or M5's, 2 or 3 pack and we can tell you how to set it up properly.
But first see this for the Hub3..
________________________
If it is a wifi only issue, then on a Hub3/4, you can try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings and at the same time switch off "channel optimisation/Smart wifi” “ apply and save the settings. All wifi devices will need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub3 users get better wifi performance - but its still no substitute for getting better kit 🙂
If you want to try that, I can post up the instructions in more detail if you arent sure how to
To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless “boosters”). However, their Pods are only free to customers on the 1GB, Ultimate Oomph or Volt packages - is that you? If so they are worth trying - they should work for you.
If not… you will be charged £5/month. Its a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, but it isn’t the simple plug and play option of the Pod(s).
You would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point (4) Powerline adapters (+/- inbuilt Wifi,) (5) A combination of (2,3,4).
on 15-02-2022 09:20
Hi John,
A few months ago I read up about separating the SSID as someone else mentioned this could help, in particular with devices located further away from the router (Ring/Blink Cam etc). These items were added to the 2.4Ghz, with other devices requiring and performing better under faster speeds (Console/TV etc) being assigned against the 5GHz....still this did not help, and in particular the Ring Doorbell and Camera didn't perform well and still showed "Weak Signal" on under the device settings. After my call to VM Support more recently I was asked to do a full reset and keep the SSID's merged, as apparently "devices automatically select the most suitable SSID to connect to".
I am really reluctant to spend more money on a system which was performing perfectly well over a year ago. The single Eero mesh router I bought from Amazon was already £55 and was a trial. I believe it was setup correctly and while I realise it would possibly work better with more than one Eero in the home, like I said, I really don't want to be wasting money on something that was already working perfectly fine. I don't believe much has changed with the environment and general usage, I can't think of any additional devices connected since and I've been working from home for almost two years now and was working fine during the first year of lockdown.
Basically, I just want to rule out if there is some kind of fault somewhere in the system/line/Hub!
on 15-02-2022 13:41
on 15-02-2022 14:18
Thanks again John for your help with this. Here is the data...
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 331000000 | 3.5 | 40 | 256 qam | 25 |
2 | 267000000 | -0.2 | 40 | 256 qam | 17 |
3 | 275000000 | 0.7 | 40 | 256 qam | 18 |
4 | 283000000 | 1.4 | 40 | 256 qam | 19 |
5 | 291000000 | 1.4 | 40 | 256 qam | 20 |
6 | 299000000 | 1.5 | 40 | 256 qam | 21 |
7 | 307000000 | 1.9 | 40 | 256 qam | 22 |
8 | 315000000 | 2.7 | 40 | 256 qam | 23 |
9 | 323000000 | 3.2 | 40 | 256 qam | 24 |
10 | 339000000 | 3.7 | 40 | 256 qam | 26 |
11 | 347000000 | 3.5 | 40 | 256 qam | 27 |
12 | 355000000 | 3.5 | 40 | 256 qam | 28 |
13 | 363000000 | 3.4 | 40 | 256 qam | 29 |
14 | 371000000 | 3.4 | 40 | 256 qam | 30 |
15 | 379000000 | 3.4 | 40 | 256 qam | 31 |
16 | 387000000 | 3.2 | 40 | 256 qam | 32 |
17 | 395000000 | 3 | 40 | 256 qam | 33 |
18 | 403000000 | 2.4 | 40 | 256 qam | 34 |
19 | 411000000 | 1.9 | 40 | 256 qam | 35 |
20 | 419000000 | 1.2 | 40 | 256 qam | 36 |
21 | 427000000 | 1.4 | 40 | 256 qam | 37 |
22 | 435000000 | 1.4 | 40 | 256 qam | 38 |
23 | 443000000 | 1.2 | 40 | 256 qam | 39 |
24 | 451000000 | 1.2 | 40 | 256 qam | 40 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 40.9 | 22 | 0 |
2 | Locked | 40.3 | 6 | 0 |
3 | Locked | 40.3 | 21 | 0 |
4 | Locked | 40.9 | 11 | 0 |
5 | Locked | 40.9 | 10 | 0 |
6 | Locked | 40.3 | 23 | 0 |
7 | Locked | 40.3 | 23 | 0 |
8 | Locked | 40.3 | 15 | 0 |
9 | Locked | 40.9 | 14 | 0 |
10 | Locked | 40.3 | 47 | 0 |
11 | Locked | 40.3 | 58 | 0 |
12 | Locked | 40.9 | 75 | 0 |
13 | Locked | 40.3 | 60 | 0 |
14 | Locked | 40.9 | 69 | 0 |
15 | Locked | 40.3 | 105 | 0 |
16 | Locked | 40.9 | 71 | 0 |
17 | Locked | 40.3 | 93 | 0 |
18 | Locked | 40.3 | 107 | 0 |
19 | Locked | 40.3 | 165 | 0 |
20 | Locked | 40.3 | 181 | 0 |
21 | Locked | 40.9 | 144 | 0 |
22 | Locked | 40.3 | 173 | 0 |
23 | Locked | 40.3 | 218 | 0 |
24 | Locked | 40.3 | 244 | 0 |
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 46200000 | 45.8 | 5120 | 64 qam | 11 |
2 | 25800000 | 43.3 | 5120 | 64 qam | 14 |
3 | 32600000 | 43.8 | 5120 | 64 qam | 13 |
4 | 39400000 | 44.3 | 5120 | 64 qam | 12 |
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 |
Network Log
Time | Priority | Description |
15/02/2022 12:04:42 | notice | LAN login Success;CM-MAC=*** |
15/02/2022 00:28:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=*** |
14/02/2022 18:16:3 | notice | LAN login Success;CM-MAC=*** |
14/02/2022 04:10:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=*** |
13/02/2022 22:41:58 | notice | LAN login Success;CM-MAC=*** |
13/02/2022 13:37:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=*** |
13/02/2022 13:37:7 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=*** |
13/02/2022 13:36:47 | critical | No Ranging Response received - T3 time-out;CM-MAC=*** |
13/02/2022 13:36:47 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=*** |
12/02/2022 18:58:58 | critical | No Ranging Response received - T3 time-out;CM-MAC=*** |
12/02/2022 17:17:13 | notice | LAN login Success;CM-MAC=*** |
12/02/2022 14:24:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=*** |
11/02/2022 16:55:42 | notice | LAN login Success;CM-MAC=*** |
11/02/2022 16:54:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=*** |
11/02/2022 13:58:12 | notice | LAN login Success;CM-MAC=*** |
11/02/2022 12:00:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=*** |
11/02/2022 12:00:55 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=*** |
11/02/2022 12:00:35 | critical | No Ranging Response received - T3 time-out;CM-MAC=*** |
11/02/2022 12:00:35 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=*** |
11/02/2022 12:00:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=*** |
As suggested, I've deleted the MAC details (replacing with ***). Hope this is all in order. I'd appreciate your thoughts!
on 15-02-2022 14:27
on 15-02-2022 14:48
Hi John,
Below is a direct link to the BQM live graph. I'm sure you and others will make better sense of it than I...
Thanks again
on 15-02-2022 15:11