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Account (re)creation - I have an account but never created it.

Hello Folks,

Been with VM for a more than a decade, therefore my accounts and things may have passed through a plethora of migrations.  Now, I normally get to fix things myself (I'm a physicist with specialization in signal processing so I get to know something about signals) but after a long while I finally hit something I cannot fix myself.  My modem/router started throwing at me (in the logs) the dreadful:

RCS Partial Service and Lost MDD Timeout messages - every 30 seconds or so.  This gives me bursts of up to 10-20% packet loss, but in the long run results in a complete rate of about 2% packet loss.  Cool, which means the signal on cable is just too weak for the modem to function normally.  It is time for me to contact VM, and inform them of the signal strength around here.

And here the real problems start - the last time I contacted VM was around 2016.  A lot of things changed since then.  Apparently, in 2020 I now need an account on the VM website.  All good again!  I proceed to create an account, and get a huge surprise.  My account already exists!  And, moreover, it does have the correct surname on it (the username matches - it is grochmal01 and my surname is Grochmal).

Now, I have no idea of the password of security questions for that account - since I did not create it.  And the details of my last bill are not accepted by VM in order to recover the password (the bill is by direct debit - which may have a delay therefore I cannot know what VM has on their DB about the bill).

I understand that eventually, during some data migration on VM in the last decade my account got created - fie, that's just operational burden and often needed for legacy data.  Am certainly not complaining about that.

Yet, can I ask you folks for reasonable ideas to recover my account into my own hands?  Currently I'm trying to call VM, but without much success.

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Message 2 of 8
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Re: Account (re)creation - I have an account but never created it.

Hi grochmal,

Regarding your online account. Hopefully a member of the Forum Staff will be able to pick this up for you. They will ask you a few questions via PM for security purposes and resolve the login problems. It might be an idea to create a separate post for this in this forum Managing-Your-Account-Cable  then you can concentrate on this thread to resolve your connection issues. 

As to the loss of service, have you checked to see if there are any local outages?  You could try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

The guys on this forum are really good at spotting broadband issues and either resolving them or pointing you in the right direction, plus Forum Staff may arrange an engineer if needed.

Please can you do the following with an ethernet connection to  your hub.

Open a browser window and enter 192.168.0.1 don't log in, but click on Check Router Status

This will open up the status screen with 4 tabs along the top

Click on each tab in turn and copy paste everything into this thread..

It might be an idea to do a pinhole reset as well, and the guys would like to see a BQM which you can set up here BQM Monitor 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Re: Account (re)creation - I have an account but never created it.

Thank you Dave, that is a lot of good info.

I'm onto making a thread at Managing-Your-Account.  As for the connectivity I suspect old cables slowly losing contact somewhere between me and the VM box down the street.  I have been monitoring at ping level for months: a year ago I had a 0.3-0.5% ICMP packet loss, 6 months ago it was around 1%, since a month or so it jumped to around 2% and it becomes difficult to work remotely (SSH).  Also dBmV is pretty low (I assume it is a measure of m-Volts, which is pretty low for a broadband signal)

Since your post I did attempt a pinhole reset - but nothing really changed after it.  As per advice here are the network logs from the VM HUB:

Network Log

Time Priority Description

28/07/2020 13:49:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 13:48:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 13:35:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 13:35:17Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 13:29:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 13:29:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2020 13:12:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

(.... it goes on and on every couple of minutes)

 

Configuration

 
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsl10016u+voc-b.cm


Primary Downstream Service Flow
SFID192158
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID192157
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Upstream

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000055512064 qam4
2462000474.9512064 qam3
3536997964.85512064 qam2
4602998624.925512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Message 4 of 8
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Re: Account (re)creation - I have an account but never created it.

Nice, VM forums has an automated MAC masker - less work for me masking it

Downstream

 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000538256 qam25
22030000003.438256 qam9
3211000000438256 qam10
42190000004.327256 qam11
52270000004.431256 qam12
62350000003.538256 qam13
72430000004.538256 qam14
82510000004.338256 qam15
9259000000538256 qam16
102670000004.638256 qam17
112750000004.538256 qam18
122830000003.738256 qam19
13291000000538256 qam20
142990000004.838256 qam21
153070000005.538256 qam22
163150000005.338256 qam23
173230000005.438256 qam24
183390000005.638256 qam26
193470000005.538256 qam27
20355000000638256 qam28
21363000000638256 qam29
223710000005.138256 qam30
233790000005.638256 qam31
24387000000538256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.61500
2Locked38.6659959
3Locked38.9249917
4Locked27.611517362864787710
5Locked3146407184915034828
6Locked38.9384136
7Locked38.6613677
8Locked38.6413463
9Locked38.9211477
10Locked38.9232463
11Locked38.9243651
12Locked38.9192046
13Locked38.9321141
14Locked38.6247720
15Locked38.918457
16Locked38.66510
17Locked38.94280
18Locked38.622454
19Locked38.925619
20Locked38.93073
21Locked38.93840
22Locked38.93511
23Locked38.92550
24Locked38.93932


Status

Item Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
39400005
Locked
Provisioning State
Online
 
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Message 5 of 8
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Re: Account (re)creation - I have an account but never created it.

Hi there @grochmal

 

I need to take a closer look into this for you, 

 

I am going to drop you a PM so I can get some account information. 

 

 

Kind regards 

Zak_M 

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Message 6 of 8
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Re: Account (re)creation - I have an account but never created it.

When was the last time you did a full reset of the virgin hub? As that's a lot of errors of channel 4 & 5 of your downstream. 

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Re: Account (re)creation - I have an account but never created it.

Ekhm... this Sunday - i.e. 2 days ago I did a full factory reset (pin button reset).

Note: I do have a handful SSH connections sending keepalive hearbeats almost all the time. The traffic is not heavy but very continuous, and I have several keepalive retries, so one TCP packet error will quickly spinball into a reset connection and resync.

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Re: Account (re)creation - I have an account but never created it.

Hi grochmal, thanks for posting an welcome to our community.

I am sorry you're experiencing the issues you've reported.  I would like to look into this further. To enable me to do so I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards


Lee_R

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