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Message 11 of 18
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Re: Virgin Breach of Contract - Right to Cancel

Network Log

Time Priority Description

29/04/2020 15:52:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2020 15:26:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2020 06:25:44ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 17:03:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2020 15:58:58ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 12:48:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 09:42:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 06:02:37ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 00:47:52ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 22:24:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 19:33:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 12:56:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 09:03:46ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2020 10:49:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2020 04:08:12ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2020 02:15:33ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2020 01:12:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2020 20:37:47ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2020 17:30:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2020 13:07:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Alessandro Volta
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Message 12 of 18
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Re: Virgin Breach of Contract - Right to Cancel

There isn’t a “Hub6”. That probably BT’s naming convention you’re referring to.

Your upstream levels are a touch on the low side there. 


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Message 13 of 18
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Re: Virgin Breach of Contract - Right to Cancel

Thanks for your support John

I will try your suggestions and post any data I find.

Best regards

 

Stephen

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Wise owl
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Message 14 of 18
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Re: Virgin Breach of Contract - Right to Cancel

Thanks for the figures. The downstream appears to be working well although there is noise on some channels. The upstream is rather low and that can affect both directions. 

If you are still getting a very low speed after the Hub reset with a wired connection - that is the contractual measurement - then I think you should call for an engineer visit as there is clearly something very wrong.

On the WiFi, the Hub you have will most definitely be operating on both bands. But some devices may have problems accessing it on 5GHz. 

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Problem sorter
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Message 15 of 18
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Re: Virgin Breach of Contract - Right to Cancel

Your upstream power is very low, this might require an engineer visit. 

Hub 3 is the correct router and it transmits both 2.4Ghz and 5Ghz WiFi, however both networks have the same name so your devices may only list one network. You can change the names in the settings (Eg. add -2G and -5G to the names) then the networks are listed separately. 

There is no Hub 6, only a Hub 4 for 1Gig customers.

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Message 16 of 18
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Re: Virgin Breach of Contract - Right to Cancel

Thank you to all for your replies.

I'm probably getting mixed up with Hub 3 and V6 for the TV package.

I will try to contact VM to request an engineer visit.

Best regards

 

Stephen

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Wise owl
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Message 17 of 18
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Re: Virgin Breach of Contract - Right to Cancel

If you have no success on the phone, come back here and hopefully a VM person will pick this up. 

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Message 18 of 18
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Re: Virgin Breach of Contract - Right to Cancel

Hi,

Having looked at your router status posts there is clearly a problem part of the setup either at your property or at the cabinet in the street this would require an engineer to rectify this. Please PM me your account details; Account number, account holders name, 1st line of address, Site ID/Area code . To PM me go to this link https://community.virginmedia.com/t5/notes/composepage/note-to-user-id/729024 and ill be happy to look in to it for you.

Hope this helps
Jake
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