on 22-01-2022 15:44
Is there any reason for VM not sending out an engineer for slow broadband.
Have a 1gbs hub getting 20mbs download, speed collapsed as I upgraded hub in December, phoned up every week just keep getting told that they cant send out an engineer as there is no fault
Answered! Go to Answer
on 23-01-2022 13:14
on 22-01-2022 20:00
on 23-01-2022 12:40
Hi John,
Thanks for your reply, this all started when I upgraded to the new 1Gbps hub in December.
I have been in contact with VM to report a fault more times than I can care to remember, VM always promising to reset the system and restore speed at their end. I have been through the tightening up connections, hard resetting of hub and testing with ethernet cables, every week I spend a hour on the phone trying to get it sorted, they just seem to go back to line one of their script.
They keep telling me they can not send out an engineer because there is no fault, if getting 20mbps on a 1000mbps router is not a fault I don't know what is.
Yesterday they offered me a wi fi boster for the rooms with poor broadband, I told then it was the speed comming direct from the hub that was the problem.
So why have I repeatedly asked for an engineer to look at my system, its because the cable comming into my house is the old NTL box which is then connected to a splitter.
Finally yesterday I think I came to the end of my pactience and asked to be referred to ofcom with a view to terminate my contract, just don't know what else I can do, this forum looks like my last option as I am getting nothing from VM
on 23-01-2022 13:14
on 23-01-2022 13:28
Hi John,
30mbps download for wi fi and 90mbps for ethernet.
the 2 cables go to hub and V6 box
My thoughts on the connections are they have been there for 20 years so need tested as a potential sourse of error
on 23-01-2022 13:33
on 23-01-2022 13:38
on 23-01-2022 14:16
Hi John,
Hope this is what you are looking for I have to split it into several posts as it is too big
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 6 | 38.6 | QAM256 | 25 |
1 | 139000000 | 4.3 | 37.6 | QAM256 | 1 |
2 | 147000000 | 4.2 | 37.6 | QAM256 | 2 |
3 | 155000000 | 4.5 | 37.6 | QAM256 | 3 |
4 | 163000000 | 4.4 | 37.6 | QAM256 | 4 |
5 | 171000000 | 4.3 | 37.6 | QAM256 | 5 |
6 | 179000000 | 4.4 | 38.6 | QAM256 | 6 |
7 | 187000000 | 4.4 | 38.6 | QAM256 | 7 |
8 | 195000000 | 4.5 | 38.6 | QAM256 | 8 |
9 | 203000000 | 4.7 | 38.6 | QAM256 | 9 |
10 | 211000000 | 4.5 | 39 | QAM256 | 10 |
11 | 219000000 | 4.4 | 38.6 | QAM256 | 11 |
12 | 227000000 | 4.3 | 39 | QAM256 | 12 |
13 | 235000000 | 4.2 | 38.6 | QAM256 | 13 |
14 | 243000000 | 4.2 | 39 | QAM256 | 14 |
15 | 251000000 | 4.6 | 38.6 | QAM256 | 15 |
16 | 259000000 | 5.3 | 39 | QAM256 | 16 |
17 | 267000000 | 5.9 | 39 | QAM256 | 17 |
18 | 275000000 | 6.5 | 38.6 | QAM256 | 18 |
19 | 283000000 | 6.6 | 39 | QAM256 | 19 |
20 | 291000000 | 6.6 | 38.6 | QAM256 | 20 |
21 | 299000000 | 6.4 | 38.6 | QAM256 | 21 |
22 | 307000000 | 6.1 | 39 | QAM256 | 22 |
23 | 315000000 | 5.8 | 38.6 | QAM256 | 23 |
24 | 323000000 | 5.9 | 38.6 | QAM256 | 24 |
26 | 371000000 | 4.9 | 39 | QAM256 | 26 |
27 | 379000000 | 4.7 | 39 | QAM256 | 27 |
28 | 387000000 | 5 | 38.6 | QAM256 | 28 |
29 | 395000000 | 5.4 | 38.6 | QAM256 | 29 |
30 | 403000000 | 5.4 | 38.6 | QAM256 | 30 |
31 | 411000000 | 5.6 | 39 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 38.605377 | 0 | 0 |
1 | Locked | 37.636276 | 0 | 0 |
2 | Locked | 37.636276 | 0 | 0 |
3 | Locked | 37.636276 | 0 | 0 |
4 | Locked | 37.636276 | 0 | 0 |
5 | Locked | 37.636276 | 0 | 0 |
6 | Locked | 38.605377 | 0 | 0 |
7 | Locked | 38.605377 | 0 | 0 |
8 | Locked | 38.605377 | 0 | 0 |
9 | Locked | 38.605377 | 0 | 0 |
10 | Locked | 38.983261 | 0 | 0 |
11 | Locked | 38.605377 | 0 | 0 |
12 | Locked | 38.983261 | 0 | 0 |
13 | Locked | 38.605377 | 0 | 0 |
14 | Locked | 38.983261 | 0 | 0 |
15 | Locked | 38.605377 | 0 | 0 |
16 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 38.983261 | 0 | 0 |
18 | Locked | 38.605377 | 0 | 0 |
19 | Locked | 38.983261 | 0 | 0 |
20 | Locked | 38.605377 | 0 | 0 |
21 | Locked | 38.605377 | 0 | 0 |
22 | Locked | 38.983261 | 0 | 0 |
23 | Locked | 38.605377 | 0 | 0 |
24 | Locked | 38.605377 | 0 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 38.605377 | 0 | 0 |
29 | Locked | 38.605377 | 0 | 0 |
30 | Locked | 38.605377 | 0 | 0 |
31 | Locked | 38.983261 | 0 | 0 |
33 | 96 | 4K | 1880 | QAM4096 | 424 |
33 | Locked | 41 | 5.9 | 2535547094 | 0 |
on 23-01-2022 14:18
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 41.8 | 5120 KSym/sec | 64QAM | 2 |
2 | 46200000 | 41.5 | 5120 KSym/sec | 64QAM | 3 |
3 | 39400000 | 42 | 5120 KSym/sec | 64QAM | 4 |
4 | 60300000 | 42 | 5120 KSym/sec | 64QAM | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
Time Priority Description
Thu 01/01/1970 00:01:23 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 16/01/2022 14:03:56 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 01/01/1970 00:01:22 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun 16/01/2022 14:59:36 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue 18/01/2022 20:30:27 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu 20/01/2022 18:19:21 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri 21/01/2022 17:45:59 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 23-01-2022 14:32