Forum Discussion

Jakub08's avatar
Jakub08
Joining in
6 months ago

My HUB 3.0 is experiencing intermittent outages

Good Morning/Afternoon/Evening,

I would like some advice as to whether I require an engineer visit to check out my HUB 3.0.

I saw another post do something similar and would like some advice as to whether my HUB 3.0 is working correctly.

As to the issue at hand, I am experiencing outages at random times every day despite the lack of any scheduled engineering works. I've had virgin media for over a year and this is the first time that this has happened. The outages themselves would last between half-a-minute to half-an-hour. In that time, I would go around and troubleshoot everything and even hop onto my phone's data plan to check the virgin media broadband test site.

Here is just a snippet of the logs I get (RCS Partial Service, No Ranging Response, etc.):

Network Log 1/2Network Log 2/2

 

 

 

 

 

 

 

 

 

 

 

 

 

Here are the statistics for Downstream Bonded Channels and Upstream Bonded Channels:

Upstream Bonded Channels

 

 

 

 

 

 

 

 

 

 

Also, please take a look at the amount of errors I am getting. I do not know if this is normal (obviously there will always be some data loss in everything due to various reasons, but I still do not know if this is the norm).

Downstream Bonded Channels #2

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Downstream Bonded Channels

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Any help would be greatly appreciated.

Thanks in advance.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    6 months ago

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.