Virgin Media Virgin Media Community

Dreamholder · ‎06-09-2022

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?

Dreamholder · ‎06-09-2022

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

jbrennand · ‎06-09-2022

Lets see the connection data - can you do this
________________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Dreamholder · ‎06-09-2022

Thanks. I'll look when I'm at home. I'm currently at work.

Dreamholder · ‎06-09-2022

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.

Dreamholder · ‎06-09-2022

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.

Dreamholder · ‎06-09-2022

https://www.thinkbroadband.com/broadband/monitoring/quality/share/20d6570f0b18be8034c32718a6ab2e1b14...

I hope I've done this right.

jem101 · ‎06-09-2022

@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!

Dreamholder · ‎06-09-2022

I can't see a way to do that. I posted all that hub data, but it's vanished. Can you see it, John?

Dreamholder · ‎06-09-2022

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

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Websites don't load, emails don't send. Impossible to speak to humans on phone.