Virgin Media Community

[Koops]

Hi 👋,

Just wanted to ask a (quick) question... We've been having issues with our VM 100 broadband for few months now , seed never goes more than 35/40 m , had an old hub replaced with new one , checked wiring , done over a dozen of tests , calls to customer service on daily basis....We haven't received any support from VM , customer care tells me always the same thing , run the test and wait 24 hrs -We have really had enough , so hence the question - What can we do about it ? Is the only option to widraw from the contract ? Been promised compensation , but of course I haven't even received any email nor msg about it.... Could you please advise what our options are ? Thanks , Jacob 

[Adduxi · Accepted solution]

You need to post your power levels, Pre and PostRS errors  and network log from the Hub.

Also setup a BQM here www.thinkbroadband.com/ping   Once you have done this we can comment on the state of your broadband supply.

[Koops]

Hi , 

Thanks for help , can I just copy /paste them like this :

<span;>ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID12030000003.238256 qam921390000005.638256 qam131470000005.338256 qam24155000000537256 qam351630000004.638256 qam461710000004.438256 qam571790000004.138256 qam68187000000438256 qam791950000003.538256 qam8102110000002.937256 qam10112190000002.938256 qam11122270000002.437256 qam12132350000002.238256 qam13142430000001.938256 qam1415251000000238256 qam1516259000000238256 qam16172670000002.538256 qam17182750000002.438256 qam18192830000002.538256 qam19202910000002.538256 qam20212990000002.538256 qam2122307000000238256 qam2223315000000238256 qam23243230000001.438256 qam24

<span;>Downstream bonded channels

<span;>ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked38.637902Locked38.639403Locked38.622204Locked37.622805Locked38.626006Locked38.627007Locked38.620308Locked38.941509Locked38.6561010Locked37.6437011Locked38.6435012Locked37.6939013Locked38.69158714Locked38.61328015Locked38.6886016Locked38.6930017Locked38.9653018Locked38.98781319Locked38.9633020Locked38.9551021Locked38.6478022Locked38.6979023Locked38.61171024Locked38.919720




<span;>Network Log

<span;>TimePriorityDescription27/01/2022 14:49:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/01/2022 21:27:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/01/2022 14:55:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/01/2022 09:27:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/01/2022 09:57:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;19/01/2022 21:27:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2022 10:40:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;16/01/2022 09:27:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/01/2022 22:16:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/01/2022 21:27:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/01/2022 06:48:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/01/2022 11:02:16criticalReceived 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;10/01/2022 10:58:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/01/2022 10:58:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/01/2022 10:58:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/01/2022 10:58:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/01/2022 10:58:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/01/2022 10:58:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;10/01/2022 10:58:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;09/01/2022 20:43:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Downstream looks okay, but I can't make out your PostRS error numbers?  They should all be zero, and if not you have an issue. 

Can you post your upstream power levels as well.

[Koops]

Here's the upstream :

Upstream bonded channelsChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID14620002938.8512064 qam323940003938.5512064 qam432580017637.5512064 qam643259999538512064 qam5

Upstream bonded channelsChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts1ATDMA00202ATDMA00303ATDMA00504ATDMA0030

 thank you 

[carl_pearce]

What device are you speed testing from?

[Koops]

Laptop and two smartphones and results are more or less the same , hub is in landing and I always test right next to it....

[carl_pearce]

---

@Koops wrote:

Laptop and two smartphones and results are more or less the same , hub is in landing and I always test right next to it....

---

Can you try the laptop via ethernet?

[Koops]

Via ethernet reached 50 m tops , I'll give it a go tomorrow morning again , thanks

[carl_pearce]

---

@Koops wrote:

Via ethernet reached 50 m tops , I'll give it a go tomorrow morning again , thanks

---

Certainly worth setting up a BQM, as mentioned above.