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Tracyob
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call out charge

Hello I am having problems wit my wifi i upgraded to m200 and since i have upgraded my speed is even worse so i went onto web chat and spoke to someone who out me through the a tech guy he checked over my account and he advised me to have an engineer out to come and have a look but y question is will i get charged for this call out he is due tomorrow but i do not want to be charged for something that is not my problem 

 

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MikeRobbo
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Alessandro Volta
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Message 2 of 22
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Re: call out charge

You won't be charged for something that isn't caused by you, if it is something that you have done it could be another matter !!

Just to be clear, VM do not, and never have guaranteed Wi-Fi speed or coverage.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 22
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Re: call out charge

If you post some information, we will be able to tell you if there is a VM problem.

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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 4 of 22
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Helpful Answer

Re: call out charge

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 grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Tracyob
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Message 5 of 22
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Re: call out charge

ok thank you 

 

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Tracyob
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Re: call out charge

Router status
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
60299998
Locked
Provisioning State
Online
 
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Tracyob
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Message 7 of 22
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Re: call out charge

i can\t log back in it is saying i am already logged into setting but i cannot see where i am logged into any help would be appreciated 

 

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Tracyob
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Re: call out charge

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000002.240256 qam25
2203000000-0.240256 qam9
3211000000-0.240256 qam10
4219000000040256 qam11
5227000000-0.240256 qam12
6235000000040256 qam13
7243000000-0.240256 qam14
82510000000.240256 qam15
92590000000.540256 qam16
10267000000140256 qam17
112750000001.240256 qam18
122830000001.540256 qam19
132910000001.740256 qam20
14299000000240256 qam21
153070000001.740256 qam22
16315000000240256 qam23
173230000002.238256 qam24
183390000002.540256 qam26
193470000002.540256 qam27
203550000002.540256 qam28
213630000002.740256 qam29
223710000002.740256 qam30
233790000002.740256 qam31
243870000002.540256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.3160
2Locked40.3150
3Locked40.3130
4Locked40.350
5Locked40.360
6Locked40.360
7Locked40.390
8Locked40.370
9Locked40.360
10Locked40.350
11Locked40.3170
12Locked40.3180
13Locked40.970
14Locked40.350
15Locked40.970
16Locked40.960
17Locked38.990
18Locked40.9210
19Locked40.9200
20Locked40.9190
21Locked40.9200
22Locked40.970
23Locked40.950
24Locked40.330
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Tracyob
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Message 9 of 22
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Re: call out charge

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16029999842.3512064 qam1
23939997640.8512064 qam4
34620001942.3512064 qam3
45369999642.3512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Tracyob
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Message 10 of 22
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Re: call out charge

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
9873254k;fg87dsfd;kfoA,.iyewr



Primary Downstream Service Flow

SFID17876
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID17875
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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