06-09-2022 11:52 - edited 06-09-2022 11:59
I've had intermittent issues for several years. Technician this year said it was my fault for turning the hub off regularly. He said he'd fixed it. I haven't turned it off since then except when it stopped connecting last Sunday. After 18 hours it reconnected. The last couple of days, the internet has been getting slower. Today almost nothing will load. BBC supposedly has an invalid certificate. Emails don't send. Connection says I have internet, but nothing loads. I tried restarting laptop several times. Nothing. Tried phoning - phone first says there's a 'complicated' issue that may take a while, gives an option to test the connection, and then either says it's fine or that it cannot test it. No way to talk to a human being. Twitter rep said to post here. I've been with VM for many years and the customer service has got worse and worse and is now apparently nonexistent. How do I get functioning equipment and actual customer support from this company?
on 06-09-2022 12:00
Ps, I can only post here while at work, using my phone, because I have almost no signal at home and a small data package
on 06-09-2022 14:03
on 06-09-2022 14:12
Thanks. I'll look when I'm at home. I'm currently at work.
on 06-09-2022 18:43
ok, thanks. Trying now. At the moment, the router seems to be working normally and pages are loading.
--------------
Cable Modem | EuroDOCSIS 3.0 Compliant |
Serial Number | <removed by me> |
Boot Code Version | PSPU-Boot 1.0.20.1391 |
Software Version | V2.01.15 |
Hardware Version | 1.03 |
CA Key | Installed |
Acquired Downstream Channel (Hz) | 139000000 | Locked |
Ranged Upstream Channel (Hz) | 36600000 | Success |
Provisioning State | OK | Operational |
Downstream
Frequency (Hz) | 139000000 | 147000000 | 155000000 | 163000000 | 171000000 | 179000000 | 187000000 | 195000000 |
Lock Status(QAM Lock/FEC Sync/MPEG Lock) | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
Channel ID | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 |
Modulation | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM |
Symbol Rate (Msym/sec) | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 |
Interleave Depth | 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 | I=12 J=17 |
Power Level (dBmV) | -0.58 | -0.67 | -0.89 | -0.98 | -1.28 | -1.53 | -1.53 | -1.51 |
RxMER (dB) | 36.84 | 37.09 | 37.09 | 37.09 | 37.64 | 37.36 | 36.84 | 36.84 |
Pre RS Errors |
10078 | 6183 | 541 | 1280 | 337 | 322 | 333 | 337 |
Post RS Errors |
293 | 300 | 278 | 284 | 327 | 297 | 300 | 299 |
Upstream,
US-1 US-2 US-3 US-4
Channel Type | 2.0 | 2.0 | 2.0 | 2.0 |
Channel ID | 3 | 5 | 4 | 2 |
Frequency (Hz) | 36600000 | 23600000 | 30100000 | 43100000 |
Ranging Status | Success | Success | Success | Success |
Modulation | 32QAM | 16QAM | 64QAM | 64QAM |
Symbol Rate (Sym/sec) | 5120000 | 5120000 | 5120000 | 5120000 |
Mini-Slot Size | 2 | 2 | 2 | 2 |
Power Level (dBmV) | 51.00 | 51.96 | 51.00 | 51.00 |
T1 Timeouts | 0 | 0 | 0 | 0 |
T2 Timeouts | 0 | 0 | 0 | 0 |
T3 Timeouts | 136 | 12 | 3 | 0 |
T4 Timeouts | 0 | 0 | 0 | 0 |
Upstream Burst Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)
Modulation Type | 16QAM | QPSK | 16QAM | 32QAM | 32QAM | 16QAM |
Differential Encoding | OFF | OFF | OFF | OFF | OFF | OFF |
Preamble Length | 56 | 640 | 384 | 104 | 104 | 104 |
Preamble Value Offset | 652 | 0 | 0 | 716 | 716 | 716 |
FEC Error Correction (T) | 0 | 5 | 5 | 8 | 13 | 5 |
FEC Codeword Information Bytes (K) | 16 | 34 | 34 | 114 | 220 | 86 |
Maximum Burst Size | 0 | 0 | 0 | 4 | 255 | 255 |
Guard Time Size | 8 | 48 | 48 | 8 | 8 | 8 |
Last Codeword Length | Fixed | Fixed | Fixed | Shortened | Shortened | Shortened |
Scrambler On/Off | ON | ON | ON | ON | ON | ON |
General Configuration
Network Access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | EuroDOCSIS 3.0 |
Config File |
Primary Downstream Service Flow
SFID | 22536 |
Max Traffic Rate | 117000047 bps |
Max Traffic Burst | 42600 bytes |
Min Traffic Rate | 0 bps |
Primary Upstream Service Flow
SFID | 22535 |
Max Traffic Rate | 10500047 bps |
Max Traffic Burst | 16320 bytes |
Min Traffic Rate | 0 bps |
Max Concatenated Burst | 16320 bytes |
Scheduling Type | Best Effort |
Network Log
First Time | Last Time | Priority | Error Number | Description |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
I think that's everything from that Hub page.
I've never heard of a Broadband Quality Monitor, but I'll check that out, thank you again for your help.
on 06-09-2022 18:50
Why is this showing as solved, when it's not? I clicked that the reply was helpful, but that is not the same as saying it's a solution.
on 06-09-2022 18:53
https://www.thinkbroadband.com/broadband/monitoring/quality/share/20d6570f0b18be8034c32718a6ab2e1b14...
I hope I've done this right.
on 06-09-2022 18:54
@Dreamholder wrote:Why is this showing as solved, when it's not? I clicked that the reply was helpful, but that is not the same as saying it's a solution.
It's a quirk of the system, you can 'unmark' it as a helpful answer - I'm sure nobody will mind!
on 06-09-2022 18:55
I can't see a way to do that. I posted all that hub data, but it's vanished. Can you see it, John?
on 06-09-2022 19:02
Trying this again because the post has vanished.
Information
Cable Modem | EuroDOCSIS 3.0 Compliant |
Serial Number | removed in case it's sensitive info |
Boot Code Version | PSPU-Boot 1.0.20.1391 |
Software Version | V2.01.15 |
Hardware Version | 1.03 |
CA Key | Installed |
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 139000000 | Locked |
Ranged Upstream Channel (Hz) | 36600000 | Success |
Provisioning State | OK | Operational |
Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) | 139000000 | 147000000 | 155000000 | 163000000 | 171000000 | 179000000 | 187000000 | 195000000 |
Lock Status(QAM Lock/FEC Sync/MPEG Lock) | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
Channel ID | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 |
Modulation | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM |
Symbol Rate (Msym/sec) | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 |
Interleave Depth | 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 | I=12 J=17 |
Power Level (dBmV) | -0.56 | -0.64 | -0.85 | -0.90 | -1.27 | -1.48 | -1.56 | -1.47 |
RxMER (dB) | 36.84 | 37.09 | 37.09 | 37.09 | 37.36 | 37.64 | 36.84 | 37.09 |
Pre RS Errors |
10138 | 6208 | 543 | 1283 | 337 | 322 | 333 | 338 |
Post RS Errors |
293 | 300 | 278 | 284 | 327 | 297 | 300 | 299 |
Upstream US-1 US-2 US-3 US-4
Channel Type | 2.0 | 2.0 | 2.0 | 2.0 |
Channel ID | 3 | 5 | 4 | 2 |
Frequency (Hz) | 36600000 | 23600000 | 30100000 | 43100000 |
Ranging Status | Success | Success | Success | Success |
Modulation | 32QAM | 16QAM | 64QAM | 64QAM |
Symbol Rate (Sym/sec) | 5120000 | 5120000 | 5120000 | 5120000 |
Mini-Slot Size | 2 | 2 | 2 | 2 |
Power Level (dBmV) | 51.00 | 51.96 | 51.00 | 51.00 |
T1 Timeouts | 0 | 0 | 0 | 0 |
T2 Timeouts | 0 | 0 | 0 | 0 |
T3 Timeouts | 136 | 12 | 3 | 0 |
T4 Timeouts | 0 | 0 | 0 | 0 |
Upstream Burst Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)
Modulation Type | 16QAM | QPSK | 16QAM | 32QAM | 32QAM | 16QAM |
Differential Encoding | OFF | OFF | OFF | OFF | OFF | OFF |
Preamble Length | 56 | 640 | 384 | 104 | 104 | 104 |
Preamble Value Offset | 652 | 0 | 0 | 716 | 716 | 716 |
FEC Error Correction (T) | 0 | 5 | 5 | 8 | 13 | 5 |
FEC Codeword Information Bytes (K) | 16 | 34 | 34 | 114 | 220 | 86 |
Maximum Burst Size | 0 | 0 | 0 | 4 | 255 | 255 |
Guard Time Size | 8 | 48 | 48 | 8 | 8 | 8 |
Last Codeword Length | Fixed | Fixed | Fixed | Shortened | Shortened | Shortened |
Scrambler On/Off | ON | ON | ON | ON | ON | ON |
General Configuration
Network Access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | EuroDOCSIS 3.0 |
Config File |
Primary Downstream Service Flow
SFID | 22536 |
Max Traffic Rate | 117000047 bps |
Max Traffic Burst | 42600 bytes |
Min Traffic Rate | 0 bps |
Primary Upstream Service Flow
SFID | 22535 |
Max Traffic Rate | 10500047 bps |
Max Traffic Burst | 16320 bytes |
Min Traffic Rate | 0 bps |
Max Concatenated Burst | 16320 bytes |
Scheduling Type | Best Effort |
Network Log
First Time | Last Time | Priority | Error Number | Description |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/09/2022 08:23:29 GMT | 06/09/2022 08:23:29 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |