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vcolonel
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Broadband outage in Reading area

First post - and its not a happy one unfortunately!

Anyone else experiencing broadband issues in Reading area? The superhub 3 has been dying the past week, losing the ability to issue IPs via DHCP on Saturday (not an issue installing my own DHCP server, just a bad omen!). On Sunday at around 7pm however we lost sync and havent been able to get it back since. In the logs i'm seeing the following:

2016-12-12 08:44:49.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-12 08:44:49.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-12 08:44:49.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-12 08:44:50.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-12 08:44:50.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-12 08:44:50.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-12 08:44:51.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-12 08:44:51.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-12 08:44:51.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


And in the 'dashboard' it was saying 'No internet (registration failure)'. No cables have been moved, the router is plugged in and powered on, so i called Virgin. 

Apparently there is a 'network outage' that will take 7 days (?!) to fix, under reference number f004934134.

Is anyone else experiencing this problem? If its not a hardware issue (i.e. someones cut through the cables) then given my background in networking, i dont see how it can take 7 days to resolve a config issue.... 

PS: TV works fine (hence my comment of 'not a hardware issue' (although i could be being assumptive)).

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Forum Team (Retired) Adam_L
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Re: Broadband outage in Reading area

Hi vcolonel, 

Thanks for letting us know about your issues with the ability to issue IP's via DHCP, I apologise for any troubles incurred.

I have tested things from here and I can see that there's a number of time outs inside the Hubs logs, an engineer will need to attend in order to resolve this for you.

I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking, please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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vcolonel
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Re: Broadband outage in Reading area

Thanks Adam, have replied via PM.

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Rhysy73
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Re: Broadband outage in Reading area (RG30 3PX)

Hi

Any update on whether the issues will be fixed anytime soon. Not have broadband for 2 days now.

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Rhysy73
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Re: Broadband outage in Reading area

Any ideas of timescales please?

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Forum Team
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Re: Broadband outage in Reading area

Hi Rhysy73,

 

Welcome to the Community!

 

Sorry to hear you're having trouble with your broadband.

 

I'd like to check this out for you but I can't seem to locate your account. I've sent you a private message (purple envelope at the top right of your screen) so I can grab some details from you.

 

Speak soon Smiley Very Happy

 

Josh


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