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Dreamholder
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Message 1 of 48
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Websites don't load, emails don't send. Impossible to speak to humans on phone.

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?

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Dreamholder
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Message 2 of 48
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Re: Websites don't load, emails don't send. Impossible to speak to humans on phone.

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 

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jbrennand
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Message 3 of 48
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Re: Websites don't load, emails don't send. Impossible to speak to humans on phone.

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 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Dreamholder
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Message 4 of 48
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Re: Websites don't load, emails don't send. Impossible to speak to humans on phone.

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

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Dreamholder
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Message 5 of 48
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Re: Websites don't load, emails don't send. Impossible to speak to humans on phone.

ok, thanks. Trying now. At the moment, the router seems to be working normally and pages are loading.
--------------

Cable ModemEuroDOCSIS 3.0 Compliant
Serial Number<removed by me>
Boot Code VersionPSPU-Boot 1.0.20.1391
Software VersionV2.01.15
Hardware Version1.03
CA KeyInstalled
Acquired Downstream Channel (Hz)139000000Locked
Ranged Upstream Channel (Hz)36600000Success
Provisioning StateOKOperational

Downstream

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)36.8437.0937.0937.0937.6437.3636.8436.84
Pre RS Errors
1007861835411280337322333337
Post RS Errors
293300278284327297300299

Upstream,

  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID3542
Frequency (Hz)36600000236000003010000043100000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation32QAM16QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)51.0051.9651.0051.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1361230
T4 Timeouts0000

Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)

Modulation Type16QAMQPSK16QAM32QAM32QAM16QAM
Differential EncodingOFFOFFOFFOFFOFFOFF
Preamble Length56640384104104104
Preamble Value Offset65200716716716
FEC Error Correction (T)0558135
FEC Codeword Information Bytes (K)16343411422086
Maximum Burst Size0004255255
Guard Time Size84848888
Last Codeword LengthFixedFixedFixedShortenedShortenedShortened
Scrambler On/OffONONONONONON

General Configuration

Network AccessAllowed
Maximum Number of CPEs1
Baseline PrivacyEnabled
DOCSIS ModeEuroDOCSIS 3.0
Config File 

Primary Downstream Service Flow

SFID22536
Max Traffic Rate117000047 bps
Max Traffic Burst42600 bytes
Min Traffic Rate0 bps

Primary Upstream Service Flow

SFID22535
Max Traffic Rate10500047 bps
Max Traffic Burst16320 bytes
Min Traffic Rate0 bps
Max Concatenated Burst16320 bytes
Scheduling TypeBest Effort

Network Log

First TimeLast TimePriorityError NumberDescription
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No 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.

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Dreamholder
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Message 6 of 48
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Re: Websites don't load, emails don't send. Impossible to speak to humans on phone.

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.

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Dreamholder
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Message 7 of 48
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Re: Websites don't load, emails don't send. Impossible to speak to humans on phone.

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jem101
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Message 8 of 48
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Re: Websites don't load, emails don't send. Impossible to speak to humans on phone.


@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
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Message 9 of 48
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Re: Websites don't load, emails don't send. Impossible to speak to humans on phone.

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

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Dreamholder
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Message 10 of 48
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Re: Websites don't load, emails don't send. Impossible to speak to humans on phone.

Trying this again because the post has vanished.

Information

Cable ModemEuroDOCSIS 3.0 Compliant
Serial Numberremoved in case it's sensitive info
Boot Code VersionPSPU-Boot 1.0.20.1391
Software VersionV2.01.15
Hardware Version1.03
CA KeyInstalled

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)139000000Locked
Ranged Upstream Channel (Hz)36600000Success
Provisioning StateOKOperational

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)36.8437.0937.0937.0937.3637.6436.8437.09
Pre RS Errors
1013862085431283337322333338
Post RS Errors
293300278284327297300299

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID3542
Frequency (Hz)36600000236000003010000043100000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation32QAM16QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)51.0051.9651.0051.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1361230
T4 Timeouts0000

Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)

Modulation Type16QAMQPSK16QAM32QAM32QAM16QAM
Differential EncodingOFFOFFOFFOFFOFFOFF
Preamble Length56640384104104104
Preamble Value Offset65200716716716
FEC Error Correction (T)0558135
FEC Codeword Information Bytes (K)16343411422086
Maximum Burst Size0004255255
Guard Time Size84848888
Last Codeword LengthFixedFixedFixedShortenedShortenedShortened
Scrambler On/OffONONONONONON

General Configuration

Network AccessAllowed
Maximum Number of CPEs1
Baseline PrivacyEnabled
DOCSIS ModeEuroDOCSIS 3.0
Config File 

Primary Downstream Service Flow

SFID22536
Max Traffic Rate117000047 bps
Max Traffic Burst42600 bytes
Min Traffic Rate0 bps

Primary Upstream Service Flow

SFID22535
Max Traffic Rate10500047 bps
Max Traffic Burst16320 bytes
Min Traffic Rate0 bps
Max Concatenated Burst16320 bytes
Scheduling TypeBest Effort

Network Log

First TimeLast TimePriorityError NumberDescription
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
06/09/2022 08:23:29 GMT06/09/2022 08:23:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out



 

 

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