Hi there, We are having persistent issues with high latency and high jitter which are affecting our home networkThe network logs show T3 time-out. I restarted the Hub 3.0 since the last once at 9am. We've had this issue previously and it was fixed when an engineer visited the box in the street. We have on-curb parking in our street and unfortunately for us the network box is INSIDE a parking space and it has been hit and knocked over several times. Please advise if the Network Status stats and logs look good and if we can get an engineer to look at the box in the street. Network Log TimePriorityDescription26/08/2025 11:58:28noticeLAN login Success; [REMOVED]26/08/2025 09:09:14Warning!TCS Partial Service;[REMOVED]26/08/2025 09:09:14Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;[REMOVED]25/08/2025 15:01:40criticalNo Ranging Response received - T3 time-out;[REMOVED]25/08/2025 06:30:8noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED]25/08/2025 06:30:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;[REMOVED]22/08/2025 03:57:17criticalNo Ranging Response received - T3 time-out;[REMOVED]21/08/2025 18:30:8noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED]21/08/2025 18:30:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;[REMOVED]18/08/2025 12:08:22criticalNo Ranging Response received - T3 time-out;[REMOVED]18/08/2025 06:30:7noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED]18/08/2025 06:30:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;[REMOVED]15/08/2025 03:43:43criticalNo Ranging Response received - T3 time-out;[REMOVED]14/08/2025 18:30:7noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED]14/08/2025 18:30:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;[REMOVED]11/08/2025 11:14:20criticalNo Ranging Response received - T3 time-out;[REMOVED]11/08/2025 06:30:2noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED]11/08/2025 06:30:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;[REMOVED]10/08/2025 01:59:11criticalNo Ranging Response received - T3 time-out;[REMOVED]07/08/2025 18:30:2noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED] [MOD EDIT: MAC addresses removed]

Hi yorkieboy123 Thanks for coming back to us. We're glad to hear the area fault is resolved but sorry to hear you're still having issues. According to our diagnostics, the Hub is in Modem Mode. Can you pop it in Router Mode for us please to run full checks? Best wishes.

Just to keep a record of the state of things.Here's today's BQM graph 9am (on router mode as requested)The hub 3 now periodically stops responding to WAN ping and the only thing I can do to reinstate the BQM is restart the hub 3 IF I notice the BQM is down.Interestingly, I read online that switching off IP flooding protection might improve my latency but having turned this off at 2.30pm 8th Sep, you can see above it made no difference. I'm switching this back on now.A Virgin engineer is coming to my flat tomorrow to investigate. We've had someone come before about a year ago, they replaced all the hardware including the hub3 for a different hub 3 but this didn't improve things that much. I truly believe the issue is that the Cabinet is literally inside a parking space outside my house (as we have on curb parking) and people keep crashing into the cabinet and even knocking it over. It must be damaged surely.

OK an update. Firstly DO NOT CLOSE my complaint C-2208252379.The engineer came today and replaced all the cabling and removed a splitter that wasn't required and then upgraded me from a Superhub3 to a Superhub5.I'm still having issues. I am aware VM will tell me to wait 24h for the signal to "settle" - It will have been 24h at 10.30am tomorrow. I've already had a 30min period of full signal drop from 20.30-21.00 the evening (see BQM below). The new hub hasn't resolved my issues. The network logs suggest the issue is upstream, although apparently the channels all look OK on my router log page (see below). It's not a hardware issue with the gear at my house as it was all replaced this morning. I don't want to get stuck in an infinite loop of having the hub replaced or pods offered like I've seen happen on many other threads on the community forum. I'd like to request the area field manager reviews this case. I checked "issues in my area" page and it offered for me to book another appointment so another engineer is coming at 12-4pm on Friday 12th Sep 2025 but really what is the engineer going to do? Replace everything again? How many times will I need to go though this cycle before I can get a stable signal?I'm out of contract at this point I'm starting to wonder why I'm bothering, other than the sick curiosity of cracking the solution and potentially helping out some of my neighbours.Please have a look at the BQM and logs. The hub 5 came online at 10.30am today and the drop out was at 20:30

Status ____________________________________________Item Status CommentsAcquired Downstream Channel (Hz), 331000000, LockedRanged Upstream Channel (Hz), 36599988, LockedProvisioning State, OnlineDownstream ____________________________________________Downstream bonded channels _____________________________Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID1 331000000 3.7 40 256 qam 252 139000000 4.9 40 256 qam 13 147000000 4.8 40 256 qam 24 155000000 4.9 40 256 qam 35 163000000 4.8 40 256 qam 46 171000000 4.6 40 256 qam 57 179000000 4.3 40 256 qam 68 187000000 4.4 40 256 qam 79 195000000 4.3 40 256 qam 810 203000000 4.1 40 256 qam 911 227000000 4.3 40 256 qam 1212 235000000 4.1 40 256 qam 1313 259000000 3.9 40 256 qam 1614 267000000 4 40 256 qam 1715 291000000 3.7 40 256 qam 2016 299000000 4.4 40 256 qam 2117 323000000 3.5 40 256 qam 2418 355000000 3.4 40 256 qam 2819 363000000 3.2 40 256 qam 2920 379000000 3.7 40 256 qam 3121 387000000 3.4 40 256 qam 3222 395000000 2.9 40 256 qam 3323 403000000 2.5 40 256 qam 3424 411000000 2.7 40 256 qam 35Downstream bonded channels _____________________________Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors1 Locked 40.9 8 02 Locked 40.9 13 03 Locked 40.3 83 04 Locked 40.3 7 05 Locked 40.9 18 06 Locked 40.3 20 07 Locked 40.3 30 08 Locked 40.9 8 09 Locked 40.9 19 010 Locked 40.9 7 011 Locked 40.3 8 012 Locked 40.9 8 013 Locked 40.3 9 014 Locked 40.3 14 015 Locked 40.3 5 016 Locked 40.9 1 017 Locked 40.9 9 018 Locked 40.9 11 019 Locked 40.3 1 020 Locked 40.3 13 021 Locked 40.9 6 022 Locked 40.9 16 323 Locked 40.9 6 024 Locked 40.3 16 0Upstream ____________________________________________Upstream bonded channels ______________________________Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID1 36599988 47 5120 64 qam 32 23600019 47 5120 64 qam 53 30099993 47 5120 64 qam 44 43100024 47 5120 64 qam 25 49600039 47 5120 64 qam 1Upstream bonded channels _____________________________Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts1 ATDMA 0 0 0 02 ATDMA 0 0 0 03 ATDMA 0 0 0 04 ATDMA 0 0 0 05 ATDMA 0 0 0 0 General Configuration _____________________________Network access, AllowedMaximum Number of CPEs, 1Baseline Privacy, EnabledDOCSIS Mode, Docsis30Config file, gvca69834ncxv9873254k;fg8Primary Downstream Service Flow, SFID 822Max Traffic Rate 287500061Max Traffic Burst 42600Min Traffic Rate 0 Primary Upstream Service FlowSFID 821Max Traffic Rate 27500061Max Traffic Burst 42600Min Traffic Rate 0Max Concatenated Burst 42600Scheduling Type BestEffort

Also, just to add we recently had the hub 3.0 replaced (within the past year) due to this same issue

yorkieboy123

On our wavelength

21 days ago

No Ranging Response received - T3 time-out

Hi there,

We are having persistent issues with high latency and high jitter which are affecting our home network

The network logs show T3 time-out. I restarted the Hub 3.0 since the last once at 9am.

We've had this issue previously and it was fixed when an engineer visited the box in the street. We have on-curb parking in our street and unfortunately for us the network box is INSIDE a parking space and it has been hit and knocked over several times.

Please advise if the Network Status stats and logs look good and if we can get an engineer to look at the box in the street.

Network Log

Time	Priority	Description
26/08/2025 11:58:28	notice	LAN login Success; [REMOVED]
26/08/2025 09:09:14	Warning!	TCS Partial Service;[REMOVED]
26/08/2025 09:09:14	Warning!	Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;[REMOVED]
25/08/2025 15:01:40	critical	No Ranging Response received - T3 time-out;[REMOVED]
25/08/2025 06:30:8	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED]
25/08/2025 06:30:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;[REMOVED]
22/08/2025 03:57:17	critical	No Ranging Response received - T3 time-out;[REMOVED]
21/08/2025 18:30:8	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED]
21/08/2025 18:30:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;[REMOVED]
18/08/2025 12:08:22	critical	No Ranging Response received - T3 time-out;[REMOVED]
18/08/2025 06:30:7	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED]
18/08/2025 06:30:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;[REMOVED]
15/08/2025 03:43:43	critical	No Ranging Response received - T3 time-out;[REMOVED]
14/08/2025 18:30:7	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED]
14/08/2025 18:30:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;[REMOVED]
11/08/2025 11:14:20	critical	No Ranging Response received - T3 time-out;[REMOVED]
11/08/2025 06:30:2	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED]
11/08/2025 06:30:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;[REMOVED]
10/08/2025 01:59:11	critical	No Ranging Response received - T3 time-out;[REMOVED]
07/08/2025 18:30:2	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;[REMOVED]

[MOD EDIT: MAC addresses removed]

29 Replies

yorkieboy123
On our wavelength
14 days ago
Unfortunately, the engineer's visits today and yesterday have not fixed my issue. I am still seeing packet loss and persistent latency spikes of 80ms. I'd like to keep the Fault ticket open.
I've been talking to my neighbours and everyone is on the BT network now that they finally offer FTTP and no one has had reliabilty issues like we have. Well, no issues EXCEPT for this week when their internet dropped out.. strangely at the same time as my VM engineer visit yesterday... strange coincidence.
yorkieboy123
On our wavelength
14 days ago
Please keep C-2208252379 open until this is resolved.
- John_GS
  Forum Team
  12 days ago
  Hi yorkieboy123
  
  Thanks for coming back to us. We're glad to hear the area fault is resolved but sorry to hear you're still having issues.
  
  According to our diagnostics, the Hub is in Modem Mode. Can you pop it in Router Mode for us please to run full checks?
  
  Best wishes.
  - yorkieboy123
    On our wavelength
    8 days ago
    OK I have left it in Router mode for 2 days. Its improved a lot BUT I'm still having issues with intermittent drops and with streaming on my TV.
    From September 7th
    
    From today September 8th
    
    08/09/2025 06:30:9 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=[mac];CMTS-MAC=[mac];CM-QOS=1.1;CM-VER=3.0;
    I don't know why the BQM is now blocked, I have kept the same IP and have not interfered with the router settings. In fact I can't even find the firewall setting on the hub 3 to change if it will response to WAN pings.
    
    Here are the up and down streams, they look OK?
legacy1
Alessandro Volta
12 days ago
Thats some wild BQM.
yorkieboy123
On our wavelength
11 days ago
We are still suffering after the "fix". Please do not close our case C-2208252379.
Sep 2nd: "Virgin Media Outage Update - ID: F011973329 We're pleased to tell you this issue is now fixed. Best wishes, the Virgin Media Team"

3rd Sep:
4th Sep: We did not switch off the hub ourselves.
Please help us fix the fault
yorkieboy123
On our wavelength
9 days ago
06/09/2025 15:40:28 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Switching to router mode overnight
yorkieboy123
On our wavelength
8 days ago
An engineer is now booked to come to my property on Wed 10th September between 8am and 12pm
yorkieboy123
On our wavelength
8 days ago
I restarted the router and thr BQM restored service. I can't believe there aren't even logs to tell me it's stopped responding to WAN ping? Did it get overwhelmed or something? Did it go into some kind of lockdown? No logs so no clue
yorkieboy123
On our wavelength
7 days ago
Just to keep a record of the state of things.
Here's today's BQM graph 9am (on router mode as requested)
The hub 3 now periodically stops responding to WAN ping and the only thing I can do to reinstate the BQM is restart the hub 3 IF I notice the BQM is down.
Interestingly, I read online that switching off IP flooding protection might improve my latency but having turned this off at 2.30pm 8th Sep, you can see above it made no difference. I'm switching this back on now.
A Virgin engineer is coming to my flat tomorrow to investigate. We've had someone come before about a year ago, they replaced all the hardware including the hub3 for a different hub 3 but this didn't improve things that much. I truly believe the issue is that the Cabinet is literally inside a parking space outside my house (as we have on curb parking) and people keep crashing into the cabinet and even knocking it over. It must be damaged surely.
yorkieboy123
On our wavelength
7 days ago
Additionally, more T3 timeouts today at 6am.
09/09/2025 06:09:0 critical No Ranging Response received - T3 time-out;CM-MAC=[];CMTS-MAC=[];CM-QOS=1.1;CM-VER=3.0
yorkieboy123
On our wavelength
5 days ago
OK an update.
Firstly DO NOT CLOSE my complaint C-2208252379.
The engineer came today and replaced all the cabling and removed a splitter that wasn't required and then upgraded me from a Superhub3 to a Superhub5.
I'm still having issues.

I am aware VM will tell me to wait 24h for the signal to "settle" - It will have been 24h at 10.30am tomorrow.
I've already had a 30min period of full signal drop from 20.30-21.00 the evening (see BQM below).

The new hub hasn't resolved my issues. The network logs suggest the issue is upstream, although apparently the channels all look OK on my router log page (see below). It's not a hardware issue with the gear at my house as it was all replaced this morning. I don't want to get stuck in an infinite loop of having the hub replaced or pods offered like I've seen happen on many other threads on the community forum.

I'd like to request the area field manager reviews this case.
I checked "issues in my area" page and it offered for me to book another appointment so another engineer is coming at 12-4pm on Friday 12th Sep 2025 but really what is the engineer going to do? Replace everything again? How many times will I need to go though this cycle before I can get a stable signal?
I'm out of contract at this point I'm starting to wonder why I'm bothering, other than the sick curiosity of cracking the solution and potentially helping out some of my neighbours.
Please have a look at the BQM and logs. The hub 5 came online at 10.30am today and the drop out was at 20:30
- Nednats
  Dialled in
  2 days ago
  How did your visit go on the 12th
  I have been following your thread as it is very similar to my issue:
  Hub 5 stuck on DOCSIS 3.0 – Ranging Failures, High Upstream Power, DOCSIS 3.1 Not Engaging | Virgin Media Community - 5652510