Forum Discussion

Brendan123453's avatar
Brendan123453
Joining in
6 months 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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:40:12criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=c:ef;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:40:12criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:39:25criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:39:24criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:38:34criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:38:34criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:38:18criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:37:43criticalNo Ranging Response received - T3 time-out;CM-MAC=c;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:37:43criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;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=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:37:13noticeReceived REG-RSP while in REG-HOLD1 state;CM-MAC=;CMTS-MAC=;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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:51criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:51criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:29Warning!TCS Partial Service;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:28criticalNo Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
12/04/2025 21:36:28criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=;CMTS-MAC=;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

[MOD EDIT: Removed MAC address]

13 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    7 days ago

    When you are aware of a VM service problem in your street, please mention this in the first sentence of the post to avoid spending time with questions on a problem that is already known about by you and being taken care of by VM.

    Flashing Green bar and Green arrows on a Hub 3 means the VM Signal has been lost / has gone down. 

    If you do have an Ubuntu server, I am very puzzled that you connect changes to the server with  problems with the VM Hub & service,  that is not a logical thing to say or to believe.

    A change of Hub is going to make zero improvement when their is a known VM service fault
    and it would result in yet another change of Public IP.

    • Brendan123453's avatar
      Brendan123453
      Joining in
      4 days ago

      I am fortunate enough to know my neighbours and have 4 family members live on the same street. All of them use Virgin Media, so this has been a recurring issue for me. It happens like clockwork when I'm tweaking my Ubuntu settings and doing the main maintenance on it i do every few months to make sure everything is up to date etc. It will crash the router. The router will go into a loop where it is attempting to restore factory defaults. During this time, I am troubleshooting on the Virgin Media app or online using mobile data,  this is when my account generates the service fault. My neighbours or family do not suffer any fault. It's a 100% service fault that I generate when I'm doing the online troubleshooting, it is not a prior issue in my area that is causing my router to restore, my router restoring in generating the service fault

      • Alex_RM's avatar
        Alex_RM
        Icon for Forum Team rankForum Team
        2 days ago

        Thanks for getting back to us Brendan123453,

        As we've mentioned earlier, we don't support any third-party equipment. We would need to run checks on our services in default settings to see if your disconnections are still occurring. 

        If you are able to put the hub back into router mode, we can then support further. 

        Alex_Rm

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      12 days ago

      Hi Brendan123453,

      Thank you for keeping us updated with this. How has the service been since your last post?

      ^Martin

      • Brendan123453's avatar
        Brendan123453
        Joining in
        7 days ago

        It is fine 99% of the time, but because I have my own server, when I mess with settings on my Ubuntu server, the router will sometimes crash and then go offline for an hour and come back online when it restored to factory defaults. This gives me a new local IP address and wipes out my port forwarding, Cloudflare ports, etc., and it causes me days to get my website back online. I upgraded my speed thinking this might help but it didn't. I tried to get a hub upgrade through chat but they would only send out a new Hub 3 which won't solve the issue because the hub 3 cant handle my server and so many connections etc. Also, I opened up a complaint about the constant issues and Virgin Media closed the complaint without speaking to me, and on the email says I agreed for it to be closed and i agreed with the resolution but they never spoke to me.   

  • Brendan123453's avatar
    Brendan123453
    Joining in
    14 days ago

    I’m still having issues with this,  every so often the modem will completely crash and be offline for hour, it seems to happen when I’m messing with my Ubuntu server, it seems to crash the router. I literally think my router is faulty, when/if it comes back on I will have a new local ip so I will need to update my websites cloudflare etc to match the new local ip, it is so annoying and is like torture having to keep updating the router and going back to factory settings losing all my port forwarding etc. 

     

    On the picture the bottom green light flashes green and then it will go a solid green colour and then the middle green light will flash and it will do this for hours, it’s been having intermittently for months, everything works fine 99% of the time it just when it does this crashing 

     

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      6 months 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,

      • Brendan123453's avatar
        Brendan123453
        Joining in
        14 days ago

        This is still a constant issue, it only happens when I change the settings on my Ubuntu server, 

         

         

         

  • Brendan123453's avatar
    Brendan123453
    Joining in
    6 months 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]