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 19:05
I've posted the hub info twice, but it keeps disappearing.
Here's the log that possibly shows this morning's problems.
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 |
on 06-09-2022 19:06
on 06-09-2022 19:07
on 06-09-2022 19:08
I may have to do it a bit at a time. It simply won't accept it. Keeps whittering about invalid HTML.
Information
Cable Modem | EuroDOCSIS 3.0 Compliant |
Serial Number | removed in case it's sensitive |
Boot Code Version | PSPU-Boot 1.0.20.1391 |
Software Version | V2.01.15 |
Hardware Version | 1.03 |
CA Key | Installed |
06-09-2022 19:10 - edited 06-09-2022 19:19
It's a superhub. I'm connected via ethernet cable. I have no idea what modem mode means.
Ps, it's working properly at the moment.
on 06-09-2022 19:12
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 139000000 | Locked |
Ranged Upstream Channel (Hz) | 36600000 | Success |
Provisioning State | OK | Operational |
on 06-09-2022 19:13
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) | -0.58 | -0.59 | -0.84 | -0.90 | -1.20 | -1.48 | -1.48 | -1.47 |
RxMER (dB) | 36.84 | 37.09 | 37.09 | 37.09 | 37.36 | 37.36 | 36.84 | 37.09 |
Pre RS Errors |
10182 | 6230 | 545 | 1284 | 337 | 322 | 333 | 338 |
Post RS Errors |
293 | 300 | 278 | 284 | 327 | 297 | 300 | 299 |
on 06-09-2022 19:14
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 | 16QAM | 64QAM |
Symbol Rate (Sym/sec) | 5120000 | 5120000 | 5120000 | 5120000 |
Mini-Slot Size | 2 | 2 | 2 | 2 |
Power Level (dBmV) | 51.00 | 51.96 | 51.96 | 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 |
on 06-09-2022 19:15
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 |
on 06-09-2022 19:15
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 |