Forum Discussion

Chris198773's avatar
Chris198773
Joining in
7 months ago

FRUSTRATED AND NEED HELP

Good Morning

 

I am having major issues with my internet over the past few weeks. My Hub 5 router itself stays on the solid white light, then the cabled and wireless connections all drop off at random times. After about 5-10 minutes(ish), the Hub 5 flashes red multiple times, goes back to white and all is connected again. I keep getting many many many T3 timeouts on the router logs, I had a message on the app last week saying there was an outage and services would be intermittent. Then that message disappeared but my issues did not.

 

I called customer service about a week ago and they ran some tests. Walked me through a full pinhole reset of my Hub 5. Advised they would setup a monitoring of the connection to see if an engineer was needed. All ok over this weekend 7-8th September. Speed was a bit hit and miss but a restart resolved it for the most part.

 

Try to start work today 09/09/2024 and once again I have the white light but no actual internet connection. I tried calling but I get the automated response that the issue is known and they're trying to fix as soon as possible. I can't actually get through to anybody to log my issue with loss of services multiple times.

 

Can somebody please help with what is going on and what do i do about loss of service for a combing time of at least 3-4 days combined from the stupid intermittent issues!!

 

Thanks, Chris

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    7 months ago

    Check first for any information on  “known network faults in your location" - Look in 2 places and report back here what both say.

    1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

    2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.
    The "compensation "timer" can also be started on this number if appropriate.

    • Chris198773's avatar
      Chris198773
      Joining in
      7 months ago

      Hello jbrennand

      I have already done this. There was faults showing at the start of each issue I described. however when it states resolved and no issues on the app/website. The issues were still present. 

      • jbrennand's avatar
        jbrennand
        Very Insightful Person
        7 months ago

        Then lets see what your connection data looks like now then then   Can you do this...

        _______

        First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box. Then switch the Hub on again and leave 5 minutes to connect.

        Then, Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.


        Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

        Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
        https://www.thinkbroadband.com/broadband/monitoring/quality

         

  • Chris198773's avatar
    Chris198773
    Joining in
    7 months ago

    Unsure if these are correct but here is the logs. I have 4 tables of downstream and 4 upstream. I'll post across 2 posts

     

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13310000001.442QAM 25625
    21390000001.142QAM 2561
    3147000000142QAM 2562
    41550000000.942QAM 2563
    51630000000.942QAM 2564
    61710000000.942QAM 2565
    71790000000.842QAM 2566
    81870000000.642QAM 2567
    91950000000.942QAM 2568
    102030000000.842QAM 2569
    112110000001.142QAM 25610
    122190000001.142QAM 25611
    13227000000142QAM 25612
    142350000000.842QAM 25613
    152430000000.542QAM 25614
    162510000000.342QAM 25615
    172590000000.442QAM 25616
    182670000000.642QAM 25617
    192750000000.842QAM 25618
    20283000000142QAM 25619
    212910000001.342QAM 25620
    222990000001.542QAM 25621
    233070000001.642QAM 25622
    243150000001.642QAM 25623
    253230000001.442QAM 25624
    263390000001.842QAM 25626
    273470000001.942QAM 25627
    28355000000243QAM 25628
    29363000000242QAM 25629
    30371000000242QAM 25630
    313790000001.942QAM 25631

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked42394724313
    2Locked42618562002
    3Locked42677753021
    4Locked42449712980
    5Locked42737334126
    6Locked42727474277
    7Locked42719804292
    8Locked42144682783
    9Locked4295052041
    10Locked42633623779
    11Locked42647794041
    12Locked42112942230
    13Locked4272322269
    14Locked42563554048
    15Locked4280762531
    16Locked42535373981
    17Locked42510114042
    18Locked42506004094
    19Locked42487294298
    20Locked42497044503
    21Locked42474906364
    22Locked42448286081
    23Locked42431236505
    24Locked4289225517
    25Locked42422056646
    26Locked4282185421
    27Locked4249314597
    28Locked43327825138
    29Locked4244404875
    30Locked4243115381
    31Locked42344196975

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    33944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    33Locked430.342138023220469
  • Chris198773's avatar
    Chris198773
    Joining in
    7 months ago

    Upstream details

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000044.85120QAM 641
    14310000044.55120QAM 642
    23660000044.35120QAM 643
    330100000445120QAM 644
    42360000043.85120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA06240
    1ATDMA0630
    2ATDMA0640
    3ATDMA0640
    4ATDMA0620

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    610.440.22KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2087400000050
  • Chris198773's avatar
    Chris198773
    Joining in
    7 months ago

    Network Log

    Network Log

    Time Priority Description
    10-09-2024 15:52:19noticeGUI Login Status - Login Success from LAN interface
    10-09-2024 11:39:40noticeGUI Login Status - Login Success from LAN interface
    10-09-2024 00:15:44noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    10-09-2024 00:13:01noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    10-09-2024 00:10:37noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 22:19:31noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 22:16:44noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 21:30:29noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 21:27:47noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 18:50:44noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 18:50:10noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 18:47:55noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 17:10:13noticeGUI Login Status - Login Success from LAN interface
    09-09-2024 17:08:12noticeGUI Login Status - Login Success from LAN interface
    09-09-2024 16:09:59criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 16:09:59critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 16:08:51criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 15:57:13noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 15:27:43noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 15:25:52noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 15:22:12noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 15:19:19noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 15:04:37noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 15:02:41noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 14:55:23noticeCM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM
    09-09-2024 14:55:20noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
    09-09-2024 14:55:11warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 14:12:46noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 13:59:45noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 13:58:18noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 13:56:14noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 11:06:38noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 11:03:39noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 11:01:51noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 11:01:35noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 11:01:19noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    09-09-2024 08:44:33noticeGUI Login Status - Login Success from LAN interface
  • Chris198773's avatar
    Chris198773
    Joining in
    6 months ago

    Update

    Had another loss of internet on Friday. Gave virgin a call and got an tech appointment for yesterday. He came and replaced the box on the interior wall as it was 20+ years old. He also replaced the Hub 5. He said to monitor it over a week or so. I will update again, hopefully after a week of no issues.