on 06-05-2021 09:27
My Hub3 has been restarting multiple times during the day for the last couple of weeks. I've only been a customer for a few weeks, and it has never been that reliable, but it has now become so unreliable that it is affecting my ability to work.
I have had two engineer visits. The first scoffed at the use of a 10db wideband attenuator and swapped it for a 3db one. The second engineer boasted of his large collection of attenuator and explained that due to the use of DocSis 3.1 that they no longer need any attenuators, and so took away the one fitted by the first engineer.
After he left the reboots continued. During this the hub3 stops responding to pings and cycles through orange lights to green lights (where it starts responding to pings again) and finally back to a solid red (magenta?) when all is good with the world again.
It makes videoconferencing quite hard as you are never sure when you'll have to take a 3minute break in the middle of a call whilst the hub3 does it's little reboot dance. It makes developing software difficult when half the boxes are hiding in the cloud.
This seems to happen mostly during the day when both my partner and I are working, which is rather frustrating.
Below are a variety of thinkbroadband monitoring pages.
23rd, 26th, 27th, 28th, 29th & 30th April:
4th May and 5th May 2021:
It's clearly a little better the last two days, but I've also been turning off various services to limit the amount of traffic. If the Hub3 is only able to offer the stonking 350Mb when there aren't enough devices connected to make use of it then I would be better off just signing up to a telephone line broadband provider who can supply a service and router that work.
Any suggestions?
Answered! Go to Answer
on 27-05-2021 16:06
My router has now not rebooted itself for 10 days.
This is the longest it has stayed up for since my problems first started on April 23rd.
I have had no communication from Virgin that anything has changed, but I can only guess that the Network Team (who can only be contacted via one-way carrier pigeon?) managed to cast their magical fixing spell around 3pm on Monday 17th May.
For anyone else having regular hub restart issues, or any other internet woes, my only advice is to make a lot of noise every day about how useless Virgin Media are, and then they'll eventually do something about it (within roughly 3.5 weeks).
Hopefully I won't be back here anytime soon...
on 12-06-2021 07:27
@2tiredofwaiting If you're not in a fixed term (discounted) contract, why not order an Openreach connection with a lead time of two-three weeks? If VM sort out their act in that time then you cancel the new installation and pay nothing, but if you've had enough of VM then you serve 30 days notice and look forward to a new connection that works.
Given that you've discovered that good customer service is worth paying for, you might want to see if you can get in a connection from Zen Internet, Aquiss, uno, CIX or IDNet, who are smaller ISPs who focus on great service - a bit more expensive and without the hugely discounted new customer deals, but usually only a 12 month fixed term - see both links below.
https://www.ispreview.co.uk/index.php/the-best-uk-broadband-isps-ispreview-editors-pick
If you're in a fixed term contract with VM, then you'd be looking at a formal complaint to be released without contract, and possibly escalation to the industry arbitration scheme CISAS, but you should then ask for compensation for the poor connection and lack of effective support. If it goes all the way to CISAS you're talking about three months start to finish, so not ideal, but often effective. And if you're "out of contract" and leave, you can still complain and ask for compensation for the poor connection and service.
on 06-05-2021 10:37
Not sure why my images didn't post before, but here are some links to a few of them:
on 06-05-2021 12:15
Called Virgin.
Firstly the call dropped as the hub broke mid conversation and my phone had made the call over wifi.
Then I was called back, which was a nice surprise. The rep said they were putting me through to the faults department, which seemed like a good idea, and then mid-song the call was just dropped (nothing to do with wifi this time as the hub is now restarting every few minutes).
Calling again now...
on 06-05-2021 12:25
on 06-05-2021 17:01
Item Status Comments
Acquired Downstream Channel (Hz) | 138750000 | Locked |
Ranged Upstream Channel (Hz) | 46200000 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 138750000 | 3.4 | 37 | 256 qam | 1 |
2 | 146750000 | 3.5 | 37 | 256 qam | 2 |
3 | 154750000 | 3.2 | 37 | 256 qam | 3 |
4 | 162750000 | 3.4 | 37 | 256 qam | 4 |
5 | 170750000 | 3.5 | 37 | 256 qam | 5 |
6 | 178750000 | 3.7 | 37 | 256 qam | 6 |
7 | 186750000 | 3.7 | 37 | 256 qam | 7 |
8 | 194750000 | 3.7 | 37 | 256 qam | 8 |
9 | 202750000 | 3.5 | 37 | 256 qam | 9 |
10 | 210750000 | 3.5 | 37 | 256 qam | 10 |
11 | 218750000 | 3.4 | 37 | 256 qam | 11 |
12 | 226750000 | 3.2 | 37 | 256 qam | 12 |
13 | 234750000 | 3 | 37 | 256 qam | 13 |
14 | 242750000 | 2.7 | 37 | 256 qam | 14 |
15 | 250750000 | 2.5 | 37 | 256 qam | 15 |
16 | 258750000 | 2.4 | 37 | 256 qam | 16 |
17 | 266750000 | 2.2 | 37 | 256 qam | 17 |
18 | 274750000 | 1.9 | 37 | 256 qam | 18 |
19 | 282750000 | 1.7 | 37 | 256 qam | 19 |
20 | 290750000 | 1.4 | 37 | 256 qam | 20 |
21 | 298750000 | 1.2 | 37 | 256 qam | 21 |
22 | 306750000 | 1.2 | 37 | 256 qam | 22 |
23 | 314750000 | 1.5 | 37 | 256 qam | 23 |
24 | 322750000 | 1.5 | 37 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 0 | 0 |
2 | Locked | 37.6 | 5 | 0 |
3 | Locked | 37.3 | 5 | 0 |
4 | Locked | 37.3 | 7 | 0 |
5 | Locked | 37.3 | 0 | 0 |
6 | Locked | 37.6 | 6 | 0 |
7 | Locked | 37.6 | 5 | 0 |
8 | Locked | 37.6 | 7 | 0 |
9 | Locked | 37.3 | 7 | 0 |
10 | Locked | 37.3 | 6 | 0 |
11 | Locked | 37.3 | 5 | 0 |
12 | Locked | 37.3 | 5 | 0 |
13 | Locked | 37.6 | 6 | 0 |
14 | Locked | 37.6 | 7 | 0 |
15 | Locked | 37.3 | 1 | 0 |
16 | Locked | 37.3 | 7 | 0 |
17 | Locked | 37.3 | 5 | 0 |
18 | Locked | 37.3 | 6 | 0 |
19 | Locked | 37.3 | 14 | 0 |
20 | Locked | 37.6 | 5 | 0 |
21 | Locked | 37.3 | 4 | 0 |
22 | Locked | 37.6 | 6 | 0 |
23 | Locked | 37.3 | 5 | 0 |
24 | Locked | 37.3 | 6 | 0 |
on 06-05-2021 17:02
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 36.5 | 5120 | 64 qam | 3 |
2 | 39400000 | 36.8 | 5120 | 64 qam | 4 |
3 | 53700000 | 36.5 | 5120 | 32 qam | 2 |
4 | 60300000 | 36.5 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt062-b.cm |
Primary Downstream Service Flow
SFID | 33390 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 33389 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 06-05-2021 17:02
Network Log
Time Priority Description
01/01/1970 00:01:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/05/2021 09:19:31 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:44 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/05/2021 08:02:50 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 19:02:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 18:53:53 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:42 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:19:40 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:29 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:22 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:13 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:8 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:8 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:8 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 16:07:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 07-05-2021 17:33
on 07-05-2021 17:58
BQM confirms unreliability. I don't think the hub is restarting, I think it is re-registering from scratch (looks the same, but a restart is usually a PSU or mains problem, a re-registration is when the PSU is good, but the hub can't maintain any stable connection). The network log is full of nasties and confirms what the BQM shows, and there's a sniff of suspicion that this might be an upstream noise problem due to dropping modulation on channel 3. I've flagged that for staff to take a look and advise - I suspect you'll need a technician visit, if they agree they'll sort that out for you without the misery of trying to deal with VM by telephone.
on 07-05-2021 20:27
Hi 2tiredofwaiting,
Thanks for your post and apologies to hear about the issues you are having with your broadband.
Taking a look at your account, I can see you had an engineers visit earlier today. They have noted that there may be a possible area issue and have raised this with the networks team for them to check this out further.
In the meantime keep the broadband graph going so it can check the network now the engineer has changed things up.
Keep us updated via the thread here 🙂
Thanks,