Virgin Media Community

[VM_Man]

Hello all,

I am a new VM customer. As part of the installation I was given a Hub 3 which seems like I've had a bit of bad luck, as a number of people seem to be reporting similar issues to mine.

Since installation, I've had continuous issues with the WiFi. I have 4 devices connected via Ethernet and they've been absolutely fine.

Initially, I would get constant issues where the WiFi signal would be at full strength on devices, but would have no Internet. After a few minutes it would come back, or by rebooting the router. I had this issues every day, which made calls by Teams/Zoom almost impossible. 

As a test, I tried separating the 5Ghz and 2.6Ghz channels with different SSIDs and, whilst this has improved the situation a little bit, connections are still patchy. I have the router away from other devices, with no obstructions. Also, when running the tests on the website or through the app it states that there is low signal on a bunch of devices, including some that are literally within a couple of feet away from the router with no obstruction in between.

I have also tried removing the smart WiFi option, and manually changing channels but neither has improved the situation.

To me, either the router is faulty or it's common problem with the Hub 3 and I should be requesting a Hub 5?

Any help or suggestions appreciated.

[Client62]

Hub 5's have ghastly WiFi issues, a lousy DHCP server and suffers Ghost call on the telephone service !

Your call ...

[legacy1]

VM can't just swap everyone to a hub 5 just use modem mode and get your own router with 1Gb ports.

[Ashleigh_C]

Hi there @VM_Man 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have been effected by some issues regarding your WiFi signal. I have checked on our side and I cannot see anything that could be causing these issues. 

Can you post your Hub status and logs? How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
 

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc 

Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum
 

[VM_Man]

Hi Ash,

Thanks for the reply. I've pasted the information you requested below, so please let me know if you need anything else.

I did call the support number yesterday and they advised me to perform a full reset. I had already done this but did it again. I still had repeats of the issue a couple of time today already.

Many thanks.

Status

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	330750000	Locked
Ranged Upstream Channel (Hz)	36600002	Locked
Provisioning State	Online

Downstream 

14	Locked	38.9	5	0
15	Locked	40.3	8	0
16	Locked	38.9	4	0
17	Locked	40.3	5	0
18	Locked	40.3	5	0
19	Locked	40.3	6	0
20	Locked	40.3	1	0
21	Locked	40.3	5	0
22	Locked	40.9	0	0
23	Locked	38.9	6	0
24	Locked	40.3	0	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	36600002	44.3	5120	64 qam	3
2	23600043	44.3	5120	64 qam	5
3	30099981	44.3	5120	64 qam	4
4	43099976	44.3	5120	64 qam	2
5	49600002	44.3	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
5	ATDMA	0	0	0	0

Min Traffic Rate

0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	.iyewrkldJKDHSUBsgvca6983

Primary Downstream Service Flow

SFID	18794
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	18791
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time	Priority	Description
07/03/2023 16:47:34	notice	LAN login Success;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx-QOS=1.1;CM-VER=3.0;
07/03/2023 12:28:57	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
06/03/2023 22:36:54	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx-QOS=1.1;CM-VER=3.0;
06/03/2023 22:36:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
06/03/2023 02:11:21	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
05/03/2023 16:25:45	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
05/03/2023 00:47:45	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
04/03/2023 03:49:22	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
03/03/2023 18:16:34	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
03/03/2023 07:58:31	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
03/03/2023 02:04:34	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
03/03/2023 02:04:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/03/2023 16:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 09:10:3	notice	LAN login Success;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
28/02/2023 07:07:49	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 19:29:59	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
27/02/2023 19:29:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 18:06:55	notice	LAN login Success;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
25/02/2023 02:16:49	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

[Steven_L]

Thanks for coming back to us VM_Man, I have looked into your connection on our system and cannot find any issues at the moment. I have looked into the connection in your local area and cannot see any issues there either. 

Has anything improved since your last post on Wednesday? 

Kind Regards,

Steven_L

[Sephiroth]

---

@Steven_L wrote:

Thanks for coming back to us VM_Man, I have looked into your connection on our system and cannot find any issues at the moment. I have looked into the connection in your local area and cannot see any issues there either. 

Has anything improved since your last post on Wednesday? 

Kind Regards,

Steven_L

---

For heaven's sake:  what's the matter with VM?  Don't they brief the Forum Team properly?

https://www.ispreview.co.uk/index.php/2018/08/intel-coughs-to-puma-cpu-flaw-that-hit-virgin-media-hu...

The Hub 3 is a flawed device and yet is knowingly supplied to customers.  The Network Log provides the problem for you to admit:  The ATOM KERNEL/OOPS messages.  

Might you please amend your reply to VM_Man?  Or won't those upstairs let you give a straight answer?

[Adri_G]

Hey Sephiroth, thanks for your reply and sorry to see your frustration with our follow up questions.

We'd love to best help and advise on the issues you're facing with your connection at home.
From our checks the speeds and hub/service performance look great, so the issue may be limited to the wireless signal in the house.

Could you please advise if you're using our Connect App where you can run a scan for weak and blind spots in the property?

Let us know if you're able to do this and what results you get so we can advise further from there.

[VM_Man]

Hello,

After about a week of no issues, I've had another WiFi drop this morning with the ATOM error in the network log. As I've mentioned before, the connection has been solid and this is just a WiFi issue with it dropping completely, the WiFi light on the router flashing for about 5 minutes and then coming back. This issue also produces the ATOM error in the log.

There is clearly an issue either with this router or the model of router (as mentioned in another post on this thread). So look forward to getting your suggestion for next steps.

Regards.

17/03/2023 07:57:12

notice

NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Sephiroth]

---

@Sephiroth wrote:

---

@Steven_L wrote:

Thanks for coming back to us VM_Man, I have looked into your connection on our system and cannot find any issues at the moment. I have looked into the connection in your local area and cannot see any issues there either. 

Has anything improved since your last post on Wednesday? 

Kind Regards,

Steven_L

---

For heaven's sake:  what's the matter with VM?  Don't they brief the Forum Team properly?

https://www.ispreview.co.uk/index.php/2018/08/intel-coughs-to-puma-cpu-flaw-that-hit-virgin-media-hu...

The Hub 3 is a flawed device and yet is knowingly supplied to customers.  The Network Log provides the problem for you to admit:  The ATOM KERNEL/OOPS messages.  

Might you please amend your reply to VM_Man?  Or won't those upstairs let you give a straight answer?

---

What doesn't VM understand about the Hub 3 and it's proven processor flaw?  Btw, in modem mode, this doesn't happen according to my past experience when I had a Hub 3 (I don't now).