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rhysowen's avatar
rhysowen
Joining in
13 days ago

Connectivity Issues Following Upgrade

Connection Issues After Router Upgrade: T3 Timeouts & Frequent Disconnects

Hi Virgin Media Community,

I'm experiencing persistent connection issues after a recent router upgrade and package speed increase. I'm hoping someone can provide some insight or advice on resolving these problems.

Background

  • Recently had an engineer visit who upgraded my router to the SuperHub 5
  • Engineer also reduced the attenuation on the incoming cable
  • I use the SuperHub in Modem Only mode with a TP-Link Deco X50 mesh system
  • I also upgraded my broadband package to a faster speed at the same time

Issues I'm Experiencing

  • Devices frequently disconnect from WiFi despite good signal strength
  • Devices often wake up either disconnected or connected but with no internet
  • It typically takes around 30 seconds of retrying to restore connectivity
  • "Always connected" devices like my Chromecast and Bose Soundbar struggle to maintain connection

Modem Logs Show Multiple Errors

I've checked the modem logs and found recurring errors including:

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

From what I understand, these T3 timeouts and ranging errors suggest problems with the connection between my modem and Virgin Media's equipment.

What I've Checked

  • My TP-Link Deco X50s are running the latest firmware
  • All cabling appears to be intact and properly connected
  • The issues persist across multiple devices (phones, laptops, smart home devices)

Has anyone experienced similar issues after a router upgrade or package change? Is this something I should escalate to technical support, or are there troubleshooting steps I can try first?

Any help would be greatly appreciated!

Thanks

1 Reply

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    13 days ago

    Provide a full set of debugging info:

     

    Set up a Broadband Quality Monitor (BQM), get your WAN IP address from http://whatsmyip.com then use http://www.thinkbroadband.com/ping/monitors.html

     

    If in router mode (when not using your own router) run the VM approved speed test from htps://samknows.com/realspeed

     

    Provide a full set of stats and log from the hub:

     

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

    Lastly if the downstream T3 errors are high, say lots of numbers greater than 50, 1) power off the hub, 2) after 1 minute power on the hub 3) after 2 hours take another set of stats. This can show how quickly the errors are occurring and indicate if there is noise ingress present.