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Anonymous
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Message 1 of 11
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M500 and getting nothing like it. New customer about to cool off & bugger off.

As above, paying for M500, but getting anything from 10 - 480. It is all over the spot. And not what I was expecting.

I am seriously considering using my cool off rights and taking it elsewhere...

I have tried all manor of troubleshooting. But can't seem to nail it down.

Any help would be appreciated. Thanks.

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Andrew-G
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Message 2 of 11
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Re: M500 and getting nothing like it. New customer about to cool off & bugger off.

We can help try and identify the nature of the problem, but given that VM won't send a technician until they are convinced there's a problem with their gear, and then the lead time on booking a technician, there's a diminishing chance that any fault will be fixed before the cooling off period ends.  And some faults (notably any network congestion) can go unresolved for months and in some extreme cases years.    

If the problem is a simple power level or noise fault, those can usually be sorted quickly and effectively.  If you want to give VM a chance, connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  All we need is the contents of the three titled Downstream, Upstream, Network log, and you'll need to post that as text not screenshots.  You'll get an error message when you post the Network log, just click on "post" a second time.

Also, set up a BQM now.  It'll take 24 hours (or your ever-ticking 14 days) to give a useful set of data, and you'd need to post a link to a shared graph.  That will enable us to check whether the fault is network congestion.

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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bulldog
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Message 3 of 11
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Re: M500 and getting nothing like it. New customer about to cool off & bugger off.

weclome to virginmedia service you are in the same boat as all of us
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Anonymous
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Re: M500 and getting nothing like it. New customer about to cool off & bugger off.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1139000000235256 qam1
21470000002.235256 qam2
31550000002.436256 qam3
41630000002.236256 qam4
5171000000236256 qam5
61790000001.735256 qam6
71870000001.735256 qam7
81950000001.436256 qam8
9203000000135256 qam9
102110000000.535256 qam10
11219000000035256 qam11
12227000000-0.435256 qam12
13235000000-0.535256 qam13
14243000000-0.535256 qam14
15251000000-0.735256 qam15
16259000000-0.735256 qam16
17267000000-0.235256 qam17
182750000000.235256 qam18
192830000000.735256 qam19
202910000001.736256 qam20
212990000002.236256 qam21
22307000000236256 qam22
233150000002.437256 qam23
243230000002.936256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked35.71270
2Locked35.71570
3Locked36.3550
4Locked36.3610
5Locked36.3620
6Locked35.71060
7Locked35.52020
8Locked36.3580
9Locked35.71290
10Locked35.51040
11Locked35.52990
12Locked35.510930
13Locked35.59590
14Locked35.511140
15Locked35.520250
16Locked35.522510
17Locked35.55030
18Locked35.72660
19Locked35.72000
20Locked36.3610
21Locked36.3620
22Locked36.6570
23Locked37.3560
24Locked36.6490

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

14620004848.7512016 qam1
23939998747.8512064 qam2
33259981547.3512064 qam3
42580003446.3512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Anonymous
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Message 5 of 11
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Re: M500 and getting nothing like it. New customer about to cool off & bugger off.

Network Log

Time Priority Description

25/11/2020 22:28:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 14:59:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/11/2020 13:45:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 04:12:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 15:55:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 11:47:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 11:47:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 11:47:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 11:06:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 11:06:15Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 22:53:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 22:53:13Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 22:51:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 22:50:37Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 15:09:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 15:09:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 14:18:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Message 6 of 11
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Re: M500 and getting nothing like it. New customer about to cool off & bugger off.

If that is the attitude of VM, as in, pay for what we give, rather than what we promised. How on earth has it continued to operate?

Whilst I don't expect engineers to run about as a result of one customer squealing cool off. Surely word has now got round and people should be avoiding like the plague. I had heard the rumours but it was the OH that insisted we try VM. I didn't want to. I normally opt for an independent and pay a little more for a little less. But it really is as bad if not worse than I thought and had heard.

I figured we would at least get some speed and hopefully little to no issues for 18 months. But no, not even a week in and the consistency of the throughput is next to embarrassing. And everyone seems to shrug their shoulders as though that's it...? I don't get it.

Anywho, do the logs above tell any tales...?

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MikeRobbo
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Alessandro Volta
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Message 7 of 11
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Re: M500 and getting nothing like it. New customer about to cool off & bugger off.

You have to remember that for every person that comes on here with a problem there are tens of thousands that are happy with what they are paying for meaning that the % of people with problems is very low.

As for the Hub data apart from one Upstream Channel Modulation at 16 QAM when it should be at 64 QAM it all looks OK.

Did you set up a BQM as Andruser asked ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Anonymous
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Message 8 of 11
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Re: M500 and getting nothing like it. New customer about to cool off & bugger off.

Have just done so now...

Edit, so that issue with the QAM... would that be impacting the Tx.

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MikeRobbo
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Message 9 of 11
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Re: M500 and getting nothing like it. New customer about to cool off & bugger off.

As for the 16 QAM, yes but only slightly.  If you are interested it is all explained >> HERE <<.

Your BQM will hopefully tell us more.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Anonymous
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Message 10 of 11
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Re: M500 and getting nothing like it. New customer about to cool off & bugger off.

I took a gander at the linked article but it didn't make much sense to me. Thanks all the same. Who configures that or how do we get it corrected if it is incorrect?

Did another speediest got these results... I'm already tiring of this. VM should be paying me for troubleshooting their lame network.

Untitled copy.jpg

Edit: Tried it on my phone.. just to rule out the Mac.

Untitled copy.jpg

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