Forum Discussion

David81046's avatar
David81046
Joining in
15 days ago

Hub 5 keeps dropping for a few seconds

My Hub 4 keeped dropping and I was upgraded to a Hub 5, this has made the situation worse. I am told that the signal is good up to the house but I have a little noise on the cable in the house. Since the last engineers visit the TV has started to loose signal also. Before I have the cable changed inside the house  can someone look at this log from the Hub and tell me if they think that this could be the problem. 

15-05-2025 07:30:44noticeHonoring MDD; IP provisioning mode = IPv4
15-05-2025 07:30:35criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
15-05-2025 07:30:34criticalCable Modem Reboot because of - HW or Power-On Reset
14-05-2025 23:14:34criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=CMTS-MAC=e;CM-QOS=1.1;CM-VER=3.1;
14-05-2025 23:14:34criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
14-05-2025 23:14:34critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
14-05-2025 23:14:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:01:5c:7b:44:be;CM-QOS=1.1;CM-VER=3.1;
14-05-2025 23:14:31critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=;CMTS-MAC=00:01:5c:7b:44:be;CM-QOS=1.1;CM-VER=3.1;
14-05-2025 23:14:31criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

Thank you in advance

 

Mod Edit : Personal details removed 

David

 

21 Replies

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      8 days ago

      Hi David81046 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you have been facing with your services. So that we can take a look into this we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

    • legacy1's avatar
      legacy1
      Alessandro Volta
      10 days ago

      So VM are unable to help someone with hub in router mode with Ping going to hub...so much for all that testing stuff in router mode

  • David81046's avatar
    David81046
    Joining in
    11 days ago

    Thanks to everybodythat has replied, its good to know that others have the same problem. I have done an BQM and on some days 50% of the chart is RED confirming that I have a problem. Engineer has just been for the 4th time in three weeks and was not intersted in looking at logs on the router or the BQM. Any suggestions as to what my next move should be?

    Thanks

     

    David

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    14 days ago

    Funny enough I have a Hub 5 in modem mode and the same 16 T3's at times.  TBH, I've not done anything about it as I doubt these things will ever be resolved on our old creaking NTL network.  Besides, all those old co-ax cables are due to be replaced ...

    • avi68's avatar
      avi68
      Superfast
      14 days ago

      Do you not get an interruption in service? When we have the 16timeouts everything stops working for a few minutes. I agree, it’s an ageing network and not much is going to get done but the service should be stable enough to not have these issues. 

  • fainbrog's avatar
    fainbrog
    On our wavelength
    14 days ago

    We have been having these same issues for several months now, seems the 16 consecutive T3 timeouts in the log corresponds with a short outage. I've been talking to a few of the mods on here, had 3 engineer visits (2 replacement hubs, told everything looks ok outside), some work seems to have been done locally (not sure if related to this) and it's still happening. I know I'm not alone in the neighbourhood having the problem. Uber frustrating.

    • avi68's avatar
      avi68
      Superfast
      14 days ago

      I'm in the same boat, only started happening once I moved to the hub 5. I've had issues for years, multiple complaints, engineers, hubs, no difference. Last engineer I had kept calling the networks team to pester them as they weren't doing anything to look into it, they did something and it magically fixed itself for 2 months. Now the issue has started itself again. 

      This is my thread from 2 years ago:

      https://community.virginmedia.com/discussions/Wireless/16-consecutive-t3-timeouts-causing-internet-blips/5516368

      • fainbrog's avatar
        fainbrog
        On our wavelength
        14 days ago

        Thanks for sharing. Mine's been going on about 7 months (have had a Hub5 for years since moving to 1gig).

        I've was told off yesterday by one of the Mods that I'm dealing with in DM for mentioning that neighbours are having the same issue and that the evidence I provided from my own monitoring (in Home Assistant that I set up to track the outages because they are random and short lived) showing devices going offline, my IP changing where it fails over to my 4G backup wasn't good enough, I need to show a device in the moment. What am I supposed to show, my iPhone doing nothing? smh

        It's clearly an area issue when the street WhatsApp comes to life with folks asking if t'internet has dropped. Think I have the number of one of the engineers who came to us, might try him in the morning. Previous Admin I was dealing with was helpful..

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    15 days ago

    I'm very surprised a technician said the wiring in the house is causing noise and left it without any fix?  

    • David81046's avatar
      David81046
      Joining in
      15 days ago

      It is a large house and the internal cable was hidden when the house was refurbished 12 years ago, it will not be easy to find a route for a new cable. Having said that the cable has worked fine, problems only started occuring 6 months ago that is why I want to be certain that it is the internal cable before we see how to replace it.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    15 days ago

    Hi David,

    It would be more helpful if you copy pasted (not screen shots) the Downstream and Upstream stats from the Router Status pages. The forum guru's can then check your logs and give advice. 

    You could also set up a quality monitor (BQM) on /thinkbroadband.com/broadband/monitoring/quality 

    Click on "Create a new monitor" on that page - you might have to sign up for the site.

    It will take a couple of hours before any results start to show, but once they do then  go to your  BQM and under the options you will see

    Today | Previous Days | Edit | Delete | Share

    Click on the Share option and on the screen that opens click on Share 

    On the next screen click on Share Live Graph

    Copy the text in the Direct Link box (beware there may be more text than you can see so make sure yuo highlight it all)

    On here when creating your post 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.

    • David81046's avatar
      David81046
      Joining in
      14 days ago

       

      The URL to my BQM

      https://www.thinkbroadband.com/broadband/monitoring/quality/share/d2abaf620fade5f161499911e509509db53c535f

    • David81046's avatar
      David81046
      Joining in
      15 days ago

      Thanks I am setting up BQM and will post URL later.

      • David81046's avatar
        David81046
        Joining in
        12 days ago

        [url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/0ba1313cd9a0b238f08597f8a4e8770faddd4c8d]My Broadband Ping[/url]  I have this graph and it looks very bad on the Monday. What should I do, just keep complaining to Virgin??

    • David81046's avatar
      David81046
      Joining in
      14 days ago

      Thanks for the link. Sometimes it says that there are no problems and on other occasions it shows Intermittent problems on the broadband. The TV tab almost always says 'There are issues affecting your TV service'. I do not get these messages when using the VM connect app on my phone. Any suggestions how to get Virgin to fix the problem?