Menu
Reply
steverusuk
  • 5
  • 0
  • 0
Tuning in
1,093 Views
Message 1 of 9
Flag for a moderator

Support phone number 0345 454 1111, message says number is not available. Is there a problem?

Having intermittent speed issues for a while. Called support but number is not available. Is there a new number?

Tags (3)
0 Kudos
Reply
HowardML
  • 12.33K
  • 1.44K
  • 41
Superuser Emeritus
Superuser Emeritus
1,087 Views
Message 2 of 9
Flag for a moderator
Helpful Answer

Re: Support phone number 0345 454 1111, message says number is not available. Is there a problem?

No there isn't a new number. But the lines are very busy. But why not use this Forum to get your issue diagnosed and then resolved? Describe the problem here briefly and other experts will come back with advice on what to do.


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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
steverusuk
  • 5
  • 0
  • 0
Tuning in
1,074 Views
Message 3 of 9
Flag for a moderator

Re: Support phone number 0345 454 1111, message says number is not available. Is there a problem?

Thanks. I have a >100Mbits/s contract delivered through fibre-channel

  • It has been steady for a couple of years but recently (2-3 months) speed test sometimes shows below 10'Meg' down.
  • I have tried all the self diagnostics, to router and WAP and the Virgin diagnostics. 
  • I lost all connectivity 2 weeks ago and booked an engineer but connection came back up fully so I cancelled the visit.
  • I can only think now that there is a 'pipe' contention issue to my house.

In any event I am not getting the require bandwidth to work. I think VM need to check the locality (Area 26) to see if there is a local issue.

 

Tags (4)
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
1,036 Views
Message 4 of 9
Flag for a moderator

Re: Support phone number 0345 454 1111, message says number is not available. Is there a problem?

The sooner the better …

If possible 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 should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
1,035 Views
Message 5 of 9
Flag for a moderator

Re: Support phone number 0345 454 1111, message says number is not available. Is there a problem?

Can you please

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

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

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

Use one post for each tab if you wish.

Please do not use screen shots.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
1,034 Views
Message 6 of 9
Flag for a moderator

Re: Support phone number 0345 454 1111, message says number is not available. Is there a problem?

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
steverusuk
  • 5
  • 0
  • 0
Tuning in
986 Views
Message 7 of 9
Flag for a moderator

Re: Support phone number 0345 454 1111, message says number is not available. Is there a problem?

Thanks Mike, I will do as you suggest. I need also to get some work done atm.

I will post here again when I have some insight into:

  • speed on the outside of the router from ThinkBroadband
  • any other dumps/logs I get from the IPconfig stuff in your other posts

Thanks again for your time. Stand by

0 Kudos
Reply
steverusuk
  • 5
  • 0
  • 0
Tuning in
981 Views
Message 8 of 9
Flag for a moderator

Re: Support phone number 0345 454 1111, message says number is not available. Is there a problem?

0 Kudos
Reply
steverusuk
  • 5
  • 0
  • 0
Tuning in
969 Views
Message 9 of 9
Flag for a moderator

Re: Support phone number 0345 454 1111, message says number is not available. Is there a problem?

I have had to remove the formatting as this would not send with tables... Sorry!

DOWNSTREAM

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

203000000

-2

37

256 qam

9

2

211000000

-2.2

37

256 qam

10

3

219000000

-2.2

37

256 qam

11

4

227000000

-2.5

37

256 qam

12

5

235000000

-2.9

37

256 qam

13

6

243000000

-3.2

37

256 qam

14

7

251000000

-3.4

37

256 qam

15

8

259000000

-3.9

37

256 qam

16

9

267000000

-4.5

37

256 qam

17

10

275000000

-4.2

37

256 qam

18

11

283000000

-3.4

37

256 qam

19

12

291000000

-3

37

256 qam

20

13

299000000

-3

37

256 qam

21

14

307000000

-2.7

37

256 qam

22

15

315000000

-2.7

37

256 qam

23

16

323000000

-2.7

37

256 qam

24

17

331000000

-2.7

37

256 qam

25

18

371000000

-2.9

37

256 qam

26

19

379000000

-3.2

37

256 qam

27

20

387000000

-3.9

37

256 qam

28

21

395000000

-4.5

36

256 qam

29

22

403000000

-5.4

36

256 qam

30

23

411000000

-5.4

36

256 qam

31

24

419000000

-5.7

36

256 qam

32

 

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.6

14

0

2

Locked

37.3

10

0

3

Locked

37.6

9

0

4

Locked

37.3

14

0

5

Locked

37.6

13

0

6

Locked

37.3

14

0

7

Locked

37.6

10

0

8

Locked

37.3

18

0

9

Locked

37.3

14

0

10

Locked

37.3

26

0

11

Locked

37.3

28

0

12

Locked

37.6

11

0

13

Locked

37.6

27

0

14

Locked

37.6

26

0

15

Locked

37.6

23

0

16

Locked

37.3

23

0

17

Locked

37.3

8

0

18

Locked

37.3

17

0

19

Locked

37.6

19

0

20

Locked

37.6

14

0

21

Locked

36.6

26

0

22

Locked

36.3

20

0

23

Locked

36.6

30

0

24

Locked

36.6

27

0

 

UPSTREAM

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

51

5120

64 qam

5

2

39400000

51

5120

64 qam

4

3

46200028

51

5120

64 qam

3

4

53700117

51

5120

64 qam

2

 

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

CONFIGURATION

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-bbt057-b.cm

 

 

Primary Downstream Service Flow

SFID

483910

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0

 

 

Primary Upstream Service Flow

SFID

483909

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

Network Log

Time

Priority

Description

01/01/1970 00:01:36

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/01/2021 05:14:59

notice

SW download Successful - Via NMS

14/01/2021 05:12:51

notice

SW Download INIT - Via NMS

14/01/2021 01:40:27

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/01/2021 09:38:2

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/01/2021 15:03:28

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/01/2021 21:38:1

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/01/2021 11:46:40

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/01/2021 09:38:0

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/01/2021 04:12:29

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/01/2021 13:00:19

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/12/2020 19:36:51

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/12/2020 19:36:15

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/12/2020 19:35:3

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/12/2020 19:34:13

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/12/2020 05:53:35

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/12/2020 17:15:40

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/12/2020 12:00:40

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/12/2020 05:15:40

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/12/2020 15:43:18

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply