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Error Code CS2004, Intermittent poor gaming performance

shallow
Joining in

3 weeks ago

Hi All,

We started getting a CS2004 error on our Virgin 360 box towards the back end of October. I researched this and posts said connection problems, so I disconnected all of the cables and reseated them but problems persisted so I reset the box to factory defaults. We then started to experience drop outs, performance issues whilst gaming such as Lag etc so the router was also reset to factory defaults but to no joy.

I then did a test on the app and it was telling me that there was a communication problem between TV and broadband, then issues in the local area wait 24 hours. Eventually after a week or so of waiting I finally logged a fault with the support team back at the end of October/Early November. An engineer attended and he showed me that all the lights were currently green on his device (he did see drop outs on the connection history though).

He checked all cables, connections etc but as this did not cure the problem he then cleaned the external cable,  replaced the internal cable which links the 360 box to coax and hub. Seemed to cure the problem but just as he was leaving it came back, he asked me to wait a while and see if it returned - it did. The engineer said the next step was to change the way the connection entered the house, something about a new way of bringing the cable inside and that he would arrange it. Sure enough another engineer came but at this point I was at work, and they replaced the cable from the road to the house, I mentioned this to the original engineer who stated that was not what should have happened - apologised and said he would sort it, this was 26th November.

The Virgin Media app and web site alternate between every thing is fine, to The TV box is having broadband connection issues to intermittent broadband issues in your area all within minutes of each other.

I don't really understand the Think Broadband Quality Monitoring graphs but here is a typical connection graph we used to get at the beginning of October.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/006af32641b153dd2bd253a57622f0f167eba1f2-01-10-2024

 This is today's

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d790454fa2d892b52aa9292e387c003f845b14b8-04-12-2024

This is yesterdays

https://www.thinkbroadband.com/broadband/monitoring/quality/share/92e75568a34652eb700f5175ffc2b41809ef1805-03-12-2024

Another graph which seems to show some issues with packet loss, bit of an odd time though as we are generally sleeping through the night so if the spikes show traffic this is a bit weird. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f4fb120629d722d70b0abad6b38544f326d547ae-22-11-2024

Whilst I am patiently waiting for an update from the engineer on when the changes will be done I thought I would post here to see if anyone had any ideas on what I can do if anything.

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17 REPLIES 17

newapollo
Very Insightful Person
Very Insightful Person

3 weeks ago

Hi @shallow 

I've moved your thread from the TV360 forum to the broadband forums.

The BQM link that you posted showing the connection for 4th December shows that you have you have an internet issue.  Whilst you are waiting for your 'update from the engineer', it would be helpful to post the actual hub stats.

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

When the page appears click ‘Check Router Status’ 

 When that page appears, log in (using the details on the hub) and then go to Advanced Settings > Tools > Network Status.

Then copy paste (don't screenshot) the information from the Downstream, Upstream, Configuration and Network logs. 

 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

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shallow
Joining in
In response to newapollo

3 weeks ago

Ok will do, thanks. The Hub 4 admin pages are so slow and unresponsive, sometimes they load other times they don't, currently they are not loading in but will keep trying.

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shallow
Joining in

3 weeks ago

3.0 Downstream channels

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

25330750000-1.839QAM25625
11387500000.840.4QAM2561
21467500000.740.4QAM2562
31547500000.740.9QAM2563
41627500000.740.9QAM2564
51707500000.740.9QAM2565
61787500000.840.4QAM2566
71867500000.740.4QAM2567
81947500000.840.4QAM2568
92027500000.840.4QAM2569
102107500000.840.4QAM25610
112187500000.540.4QAM25611
122267500000.540.4QAM25612
132347500000.340.4QAM25613
142427500000.140.4QAM25614
152507500000.140.4QAM25615
16258750000-0.440.4QAM25616
17266750000-0.740.9QAM25617
18274750000-0.740.4QAM25618
19282750000-0.740.4QAM25619
20290750000-0.840.4QAM25620
21298750000-0.940.4QAM25621
22306750000-1.340.4QAM25622
23314750000-1.540.4QAM25623
24322750000-1.739QAM25624
26338750000-1.739QAM25626
27346750000-1.540.4QAM25627
28354750000-1.539QAM25628
29362750000-1.438.6QAM25629
30370750000-1.239QAM25630
31378750000-1.439QAM25631
32386750000-1.739QAM25632



3.0 Downstream channels

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

25Locked38.98326100
1Locked40.36628700
2Locked40.36628700
3Locked40.94620900
4Locked40.94620900
5Locked40.94620900
6Locked40.36628700
7Locked40.36628700
8Locked40.36628700
9Locked40.36628700
10Locked40.36628700
11Locked40.36628700
12Locked40.36628700
13Locked40.36628700
14Locked40.36628700
15Locked40.36628700
16Locked40.36628700
17Locked40.94620900
18Locked40.36628700
19Locked40.36628700
20Locked40.36628700
21Locked40.36628700
22Locked40.36628700
23Locked40.36628700
24Locked38.98326100
26Locked38.98326100
27Locked40.36628700
28Locked38.98326100
29Locked38.60537700
30Locked38.98326100
31Locked38.98326100
32Locked38.98326100



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1800QAM4096424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked42-0.5291367572714259
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shallow
Joining in

3 weeks ago

3.0 Upstream channels

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

146200000355120 KSym/secQAM643
223600000365120 KSym/secQAM646
33260000035.55120 KSym/secQAM645
439400000355120 KSym/secQAM644
55370000035.55120 KSym/secQAM642
660300000355120 KSym/secQAM641



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000
6ATDMA0000

 

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shallow
Joining in

3 weeks ago

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
kfoA,.iyewrkldJKDHSUBsgvca698



Primary Downstream Service Flow

SFID
6750
Max Traffic Rate
575000085
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
6749
Max Traffic Rate
55000085
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
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shallow
Joining in

3 weeks ago

Network Log

Time Priority Description

Thu 05/12/2024
18:54:05		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
18:53:38		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
18:33:28		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
18:33:09		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
18:11:47		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 9; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
18:11:00		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
18:10:33		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
18:10:29		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
18:09:27		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
18:08:53		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:53:51		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:53:37		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:37:56		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:37:51		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:27:58		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:27:53		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:09:54		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:09:32		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:06:31		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:06:12		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:00:21		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
17:00:19		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
16:57:49		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
16:57:39		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
16:57:01		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
16:56:25		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
16:36:34		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
16:36:16		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
16:17:25		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
16:17:06		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
15:57:31		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
15:57:01		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
15:47:51		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
15:47:41		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
15:30:18		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
15:29:55		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
15:22:57		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
15:22:55		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
14:55:05		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
14:54:51		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
14:36:52		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
14:36:15		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
14:27:53		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
14:27:15		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
14:16:36		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
14:16:03		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
13:47:47		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
13:47:33		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
13:29:01		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/12/2024
13:28:36		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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shallow
Joining in

3 weeks ago

More issues which affected meetings this morning! Need to log another support request I guess though the service status is once again stating intermittent signal in your area and to wait 24 hours!

f415dfd047db14f83c86c7fbafb26fb68e715aa4-06-12-2024

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shallow
Joining in

3 weeks ago

Original engineer not getting back to me and no response from VM Team on here. Finally managed to get an appointment booked for Tuesday after the online checker wouldn't let me due to "intermittent problem in your area".

Spoke to several people on my estate who have no problems so can't be a problem in the area imo.

Yesterday's BQM

e1a42edd91a15a0eccd44cba15f1f6fc0a15a053-07-12-2024

Today's BQM

c3d05035d67d59b71629d4677394ab5574c2c1a2-08-12-2024

Pixellated video continues along with lag in games on different consoles etc.

 

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Nathan_B
Forum Team
Forum Team
In response to shallow

3 weeks ago

Hi there @shallow 👋 Welcome to the community and thanks for your post 😊

Sorry to see that these issues you've had have continued. I've checked our system and can see you've been in touch since your last post. Have you now been able to get help with this?

Let us know if you need anything further, we're always happy to help.

Regards

Nathan

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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