Waiting for previous owners service to be disconnected
I have just moved into a new property as the new tenant. I am a new customer of Virgin Media and so set up an installation date for last week, only to get told that the old tenants have not disconnected their services. I was told that I am unable to set up our internet until the end of the month. I have been in contact with the letting agency, but the previous tenants are not responding to their emails. I know that other customers have been able to send proof of residency to get the previous tenants services disconnected but this has not been suggested to me. Any help would be appreciated as this is leaving me and my partner without internet when we work remotely. TIARegular dropped packets while gaming & T3 timeout errors
Hi all, Hoping I can get some help here as I have tried to use the online service checker and keep getting sent round in circles with rebooting the hub / factory resetting which hasn't resolved the issue. We have recently moved into this house a couple months back and since the install been receiving on and off issues with the stability of the network which is affecting working from home and online gaming. It will be fine for a few days then we will start seeing dropped packets / packet burst in gaming. When working from home this also kicks off the remote desktop sessions I use. Since this has started getting more frequent I have set up a BQM graph and hopefully the links below will work: 26th: https://www.thinkbroadband.com/broadband/monitoring/quality/share/8e0e268fee776ef7500c7d2376ceba20625b96c8-26-06-2024 27th: https://www.thinkbroadband.com/broadband/monitoring/quality/share/a47b50c4e9688abef5cf89e9bb5f36567846ca82-27-06-2024 Also logs from the hub - I have been keeping an eye on the number of timeouts and this seems to have reset recently as a couple days ago looked like this: If you need any more information let me know! Thanks. Network Log Time Priority Description 27-06-2024 13:34:48 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 27-06-2024 11:09:16 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 27-06-2024 09:47:56 critical 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 27-06-2024 09:47:56 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 27-06-2024 09:46:48 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:54:04 notice REGISTRATION COMPLETE - Waiting for Operational status 25-06-2024 02:54:01 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:53:55 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:53:52 notice TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:53:50 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:53:47 notice Honoring MDD; IP provisioning mode = IPv4 25-06-2024 02:53:39 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:53:38 critical Cable Modem Reboot because of - Software_Upgrade 25-06-2024 02:51:36 alert SW download Successful - Via Config file 25-06-2024 02:48:41 alert SW Download INIT - Via Config file cmreg-vmdg660-bbt076-b.cm 25-06-2024 02:48:03 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 25-06-2024 02:48:03 critical Cable Modem Reboot because of - unknown 20-06-2024 15:37:11 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 19-06-2024 14:21:13 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 12-06-2024 14:54:51 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 12-06-2024 14:17:54 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 12-06-2024 14:17:54 critical 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 12-06-2024 14:16:46 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 09-06-2024 13:29:20 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 09-06-2024 06:57:10 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 07-06-2024 15:36:07 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 07-06-2024 11:17:57 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 06-06-2024 17:29:28 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 04-06-2024 06:10:19 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 03-06-2024 12:37:13 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 23-05-2024 05:18:03 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 23-05-2024 02:50:48 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 331000000 6.2 41 QAM 256 25 2 147000000 6.9 40 QAM 256 2 3 155000000 7 40 QAM 256 3 4 163000000 7.5 40 QAM 256 4 5 171000000 7.2 41 QAM 256 5 6 179000000 6.8 41 QAM 256 6 7 187000000 6.6 41 QAM 256 7 8 195000000 7 41 QAM 256 8 9 203000000 6.8 40 QAM 256 9 10 211000000 7 41 QAM 256 10 11 219000000 6.2 40 QAM 256 11 12 227000000 6.1 40 QAM 256 12 13 235000000 6.5 40 QAM 256 13 14 243000000 6.8 40 QAM 256 14 15 251000000 6.3 40 QAM 256 15 16 259000000 6.4 40 QAM 256 16 17 267000000 7.3 41 QAM 256 17 18 275000000 7.5 41 QAM 256 18 19 283000000 6.8 41 QAM 256 19 20 291000000 7.1 41 QAM 256 20 21 299000000 7.4 41 QAM 256 21 22 307000000 7 41 QAM 256 22 23 315000000 6.2 41 QAM 256 23 24 323000000 6.1 41 QAM 256 24 25 339000000 6.7 41 QAM 256 26 26 347000000 6.7 41 QAM 256 27 27 355000000 6.2 41 QAM 256 28 28 363000000 5.8 41 QAM 256 29 29 371000000 6.4 41 QAM 256 30 30 379000000 6.5 41 QAM 256 31 31 387000000 5.8 41 QAM 256 32 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 41 18 0 2 Locked 40 9 0 3 Locked 40 9 0 4 Locked 40 6 0 5 Locked 41 4 0 6 Locked 41 6 0 7 Locked 41 3 0 8 Locked 41 4 0 9 Locked 40 1 0 10 Locked 41 4 0 11 Locked 40 8 0 12 Locked 40 8 0 13 Locked 40 11 0 14 Locked 40 13 0 15 Locked 40 10 0 16 Locked 40 12 0 17 Locked 41 9 0 18 Locked 41 8 0 19 Locked 41 6 0 20 Locked 41 11 0 21 Locked 41 10 0 22 Locked 41 16 0 23 Locked 41 26 0 24 Locked 41 13 0 25 Locked 41 19 0 26 Locked 41 19 0 27 Locked 41 22 0 28 Locked 41 29 0 29 Locked 41 24 0 30 Locked 41 33 0 31 Locked 41 36 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33 94 4K 1840 QAM 4096 1108 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 33 Locked 39 -2.6 2756218066 9 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 45.3 5120 QAM 64 1 1 43100000 45.8 5120 QAM 64 2 2 36600000 45.5 5120 QAM 64 3 3 30100000 45.5 5120 QAM 64 4 4 23600000 46 5120 QAM 64 5 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 0 0 0 1 ATDMA 0 0 0 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 6 0 4 ATDMA 0 0 0 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 6 10.4 41.0 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 6 OFDMA 208 74000000 18 0Hub 5 keeps disconnecting and flashing red
Hi I've had no luck getting through to a human on the phone so I hope this will help. For the last 24 hours our Hub 5 has been constantly losing connection. It regularly goes into a state where the red light flashes over and over. And even when it does come back on, sometimes we're left with only a 10th of what our internet speed should be. We had it fitted in December and it was fine until now. It's not overheating, is connected properly and is in a well ventilated area. We've tried all methods of refreshing, restarting and resetting and we're worried this issue will keep happening. Every time I call or check on the app/online it simply states that everything is fine, which is obviously not the case. It seems to be working fine now, but it's only a matter of time before it goes down again. We both work from home so this is affecting our work quite severely. Also, the WiFi connection is poor/non existent at the living room end of our flat (all one single level, ground floor), so if this could be addressed too that would be great, otherwise we'll have to explore other provider options. Any help will be greatly appreciated. A technician visit, a new hub, maybe pod extenders? Thank you.
