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Daburwell
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Message 1 of 17
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Area issue lies

I have had an intermittent service since I joined (January) and it has got worse since April. Having reported this numerous times and having been.promised it would be resolved on numerous dates the helpline finally said tomorrow (19th August) it would be resolved. The number they gave me.to check the fault states there is.no fault and the helpline to talk to someone or leave Virgin is closed!

Has anyone found a reliable way to escalate a complaint or leave Virgin with a refund. Next step Ofcom and ombudsman but any help would be welcome.

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MikeRobbo
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Alessandro Volta
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Message 2 of 17
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Re: Area issue lies

Lets check your system first and see if it points to an outside problem.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Andrew-G
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Message 3 of 17
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Re: Area issue lies

Excellent advice as ever from @MikeRobbo and I'd encourage you to follow it. 

If you're after a refund or compensation in respect of months of poor service (and/or release from contract without penalty) then you will almost certainly have to raise a formal complaint with VM requesting the outcome you want.  If that doesn't give the outcome you want, then after eight weeks you can escalate to the industry arbitration scheme, CISAS, who operate in a very similar way to Ombudsman Services.  The outcomes from a well prepared complaint to CISAS are very favourable for customers, but as you need to have a formal complaint with VM and have given them eight weeks to resolve it, this process is slow.  It is also expensive for VM, because regardless of the outcome, the company incur the case fees, which I reckon to be around £150 if the company concede or compromise immediately they are notified that CISAS accept the complaint, and as much as £400-600 for a complaint that goes through the full CISAS adjudication process.  Search read and follow the Virgin Media Consumer Complaints Code of Practice.

I've also flagged your post for the forum staff, in the hope that they can investigate and reach an amicable outcome, because that's quicker, easier and cheaper for both you and the company.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Daburwell
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Message 4 of 17
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Re: Area issue lies

As advised...

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1442750000-1.540256 qam32
2234750000-0.740256 qam13
32427500000.240256 qam14
4250750000040256 qam15
5258750000040256 qam16
62667500000.540256 qam17
72747500000.240256 qam18
82827500000.540256 qam19
92907500000.740256 qam20
102987500000.440256 qam21
113067500000.440256 qam22
123147500000.440256 qam23
133227500000.440256 qam24
143307500000.240256 qam25
153947500000.240256 qam26
16402750000040256 qam27
174107500000.540256 qam28
18418750000040256 qam29
19426750000-0.540256 qam30
20434750000-0.540256 qam31
21450750000-1.940256 qam33
22458750000-1.740256 qam34
23466750000-2.240256 qam35
24474750000-2.440256 qam36


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

 

1Locked40.322490
2Locked40.31510711
3Locked40.9131387
4Locked40.3114515
5Locked40.3102324
6Locked40.391433
7Locked40.383171
8Locked40.374123
9Locked40.366770
10Locked40.360761
11Locked40.956830
12Locked40.352490
13Locked40.348900
14Locked40.344940
15Locked40.331160
16Locked40.928110
17Locked40.926560
18Locked40.325690
19Locked40.324610
20Locked40.923940
21Locked40.320470
22Locked40.319600
23Locked40.317640
24Locked40.31643

0

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Daburwell
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Message 5 of 17
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Re: Area issue lies

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1537000855.1512064 qam4
2274000005.1512064 qam3
3358000005.1512064 qam2
4458000565.1512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Daburwell
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Message 6 of 17
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Re: Area issue lies

Network LogTime Priority Description
18/08/2020 15:21:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 15:21:18Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 14:33:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 04:08:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 04:08:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 03:38:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 03:38:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 19:45:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 15:38:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 15:38:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 08:51:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 03:38:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 03:38:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 03:08:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 03:01:13criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 02:59:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 02:58:52criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 02:57:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 02:56:38criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2020 02:51:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 7 of 17
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Re: Area issue lies

Have you set up a BQM ?

Your Upstream Power levels are on the max at 5.1 (51) dBmV


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Daburwell
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Message 8 of 17
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Re: Area issue lies

Yep, not sure what you mean there but if a guru is responding hopefully they can explain in layman's terms.

BQM, started, will post in a couple of hours.

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MikeRobbo
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Message 9 of 17
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Re: Area issue lies

You can post the link to the BQM now as per the instructions above, then we can see it develop and might be able to advise sooner rather than waiting.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Daburwell
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Message 10 of 17
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Re: Area issue lies

My BQM 

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