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Brendan123453's avatar
Brendan123453
Joining in
31 days ago

broadband works fine but hub restarts constantly

My Virgin Media works flawlessly, but roughly every two days, the hub will crash and go offline for about 30 minutes. I think it’s doing a firmware restore and then reloading my profile, because the light indicator on the hub flashes green during this time.

12/04/2025 22:34:9noticeLAN login Success;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:40:12criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:40:12criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:39:25criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:39:24criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:38:34criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:38:34criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:38:18criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:37:59criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:37:43criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:37:43criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:37:29criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:37:13noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:59criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:51criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:51criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:29Warning!TCS Partial Service;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:28criticalNo Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:28criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=c0:05:c2:8b:80:6b;CMTS-MAC=c4:c6:03:c3:bc:ef;CM-QOS=1.1;CM-VER=3.0;
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
13307500000.740256 qam25
22027500002.540256 qam9
32107500002.240256 qam10
42187500002.240256 qam11
52267500001.940256 qam12
62347500001.740256 qam13
72427500001.440256 qam14
8250750000140256 qam15
9258750000140256 qam16
102667500001.240256 qam17
11274750000140256 qam18
122827500000.740256 qam19
132907500000.740256 qam20
142987500000.940256 qam21
15306750000140256 qam22
16314750000140256 qam23
173227500000.940256 qam24
183387500000.740256 qam26
193467500000.540256 qam27
203547500000.240256 qam28
21362750000040256 qam29
22370750000040256 qam30
23378750000040256 qam31
24386750000040256 qam32



Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked40.340
2Locked40.970
3Locked40.9110
4Locked40.350
5Locked40.350
6Locked40.950
7Locked40.360
8Locked40.900
9Locked40.960
10Locked40.950
11Locked40.950
12Locked40.950
13Locked40.9110
14Locked40.350
15Locked40.940
16Locked40.350
17Locked40.340
18Locked40.950
19Locked40.950
20Locked40.950
21Locked40.960
22Locked40.960
23Locked40.340
24Locked40.90

0

 

14960000041.8512064 qam1
22360000041512064 qam5
33010000041.8512064 qam4
43660000042.3512064 qam3
54310000041.5512064 qam2



Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0020
5ATDMA0010

3 Replies

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  • Brendan123453's avatar
    Brendan123453
    Joining in
    29 days ago

    Status
    Downstream
    Upstream
    Configuration
    Network Log
    Refresh data
    Cable Modem Status
    Item    Status    Comments
    Acquired Downstream Channel (Hz)    
    Update in progress
    Scanning
    Ranged Upstream Channel (Hz)    
    Update in progress
    Provisioning State    
    Offline

     

    [Mod - Personal information [MAC addresses] removed for security]

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      26 days ago

      Hi Brendan123453,

      We're sorry to hear about the issues you have been having with your broadband connection. 😔

      Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here: 

      • ➡ Fault reference number: F011780659
      • ➡ Estimated fix time: 23 Apr 2025 09:00
      • ➡ Description: You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

      There is a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. You can view more information on this, as well as the eligibility criteria here 👉 Automatic Compensation

      If there is anything else we can do, let us know. 😊

      Thanks,