Virgin Media Community

[MonkeyDucky]

For a number of years, Virgin Media was head and shoulders above BT-line service providers for Broadband in my area.  Loss of service was few and far between which was a real improvement over other providers.

However, service drop outs are daily at the moment and we've already had an engineer out once a couple of months ago.  He moved our connection in the local street box to a different one and advised the signal strength was better.  However, seems like we run into problems daily again.

I suspect that the Superhub 3.0 may be the problem as it is 4+ years old now.  How can I go about receiving a replacement hub to try and address my frequent losses in service?

As I continue to work from home currently, service loss is a huge issue for me.

[Andruser · Accepted solution]

Faulty hubs do happen, but they're much rarer than noise or power level problems.  VM staff seem to frequently replace hubs when it seems that the hub is not faulty, and unsurprisingly the fault persists.  

You'd be better off posting your hub's status data here (for Downstream, Upstream, and Network log) making sure it is pasted as text not screenshots.  Then we can take a look for evidence of underlying problems and possible causes.

I presume you've tried restarting the hub, and using the pinhole reset option if a restart gave no benefit?

[MonkeyDucky]

Thanks for your response.

Yes, hub restarts and a full reset seem to help with addressing loss of service issues short-term (ie, once it reboots service is generally re-established, before the next drop out).  However, this seems to address the initial loss of service and not provide any prolonged/sustained uninterrupted service.  I would hope to have days and weeks of no loss of service, like i used to, not hours before the next issue.

I'm not sure how to source the data you mention.  Any tips on how to get that so I can post as text as you suggest?

[Andruser]

Connect to the hub by copying and pasting 192.168.0.1 into a browser address bar.  That should pull up a log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  All we need is the contents of the three titled Downstream, Upstream, Network log.

Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

From what you describe it sounds like you've got an upstream noise or power issue - usually they are straightforward to get fixed.

[MonkeyDucky]

OK, data to follow.

[MonkeyDucky]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330750000	-3	37	256 qam	25
2	250750000	-3.7	36	256 qam	15
3	258750000	-3.5	36	256 qam	16
4	266750000	-3.5	36	256 qam	17
5	274750000	-3	36	256 qam	18
6	282750000	-2.7	36	256 qam	19
7	290750000	-2.9	36	256 qam	20
8	298750000	-2.5	36	256 qam	21
9	306750000	-2.7	37	256 qam	22
10	314750000	-2.7	36	256 qam	23
11	322750000	-2.7	36	256 qam	24
12	378750000	-2.7	37	256 qam	26
13	386750000	-3	37	256 qam	27
14	394750000	-3	37	256 qam	28
15	402750000	-3.4	37	256 qam	29
16	410750000	-3	37	256 qam	30
17	418750000	-3	37	256 qam	31
18	426750000	-3.2	37	256 qam	32
19	434750000	-3	37	256 qam	33
20	442750000	-3	37	256 qam	34
21	450750000	-3	37	256 qam	35
22	458750000	-3.2	37	256 qam	36
23	466750000	-3.7	37	256 qam	37
24	474750000	-3.9	37	256 qam	38

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.3	0	0
2	Locked	36.3	5	0
3	Locked	36.3	6	0
4	Locked	36.3	2	0
5	Locked	36.3	4	0
6	Locked	36.6	0	0
7	Locked	36.6	5	0
8	Locked	36.6	5	0
9	Locked	37.3	4	0
10	Locked	36.6	5	0
11	Locked	36.6	6	0
12	Locked	37.3	0	0
13	Locked	37.6	6	0
14	Locked	37.6	8	0
15	Locked	37.6	1	0
16	Locked	37.6	12	0
17	Locked	37.3	9	0
18	Locked	37.6	1	0
19	Locked	37.6	8	0
20	Locked	37.6	8	0
21	Locked	37.3	7	0
22	Locked	37.3	7	0
23	Locked	37.6	6	0
24	Locked	37.6	3	0

[MonkeyDucky]

Upstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
Symbol Rate (ksps)
Modulation
Channel ID
1
32600000
5.7
5120
64 qam
5

[MonkeyDucky]

Upstream bonded channels
Channel
Channel Type
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts
1
ATDMA
0
0
0
0

[MonkeyDucky]

Network Log
Time
Priority
Description
01/10/2020 18:55:30
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 18:55:30
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 18:55:10
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 18:55:10
critical
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:44:53
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:44:52
Warning!
B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:43:45
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:43:43
Warning!
B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:42:39
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:41:59
critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:27:20
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:27:19
Error
TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:27:19
Warning!
Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:27:18
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:26:50
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:26:45
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:26:45
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:26:45
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:25:48
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2020 11:19:33
critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[MikeRobbo]

Only one Upstream Channel and the Power level on that is far too high (Max 5.1dBmV)

You need an engineer to put things right.