FRUSTRATED AND NEED HELP

[Chris198773]

Good Morning

I am having major issues with my internet over the past few weeks. My Hub 5 router itself stays on the solid white light, then the cabled and wireless connections all drop off at random times. After about 5-10 minutes(ish), the Hub 5 flashes red multiple times, goes back to white and all is connected again. I keep getting many many many T3 timeouts on the router logs, I had a message on the app last week saying there was an outage and services would be intermittent. Then that message disappeared but my issues did not.

I called customer service about a week ago and they ran some tests. Walked me through a full pinhole reset of my Hub 5. Advised they would setup a monitoring of the connection to see if an engineer was needed. All ok over this weekend 7-8th September. Speed was a bit hit and miss but a restart resolved it for the most part.

Try to start work today 09/09/2024 and once again I have the white light but no actual internet connection. I tried calling but I get the automated response that the issue is known and they're trying to fix as soon as possible. I can't actually get through to anybody to log my issue with loss of services multiple times.

Can somebody please help with what is going on and what do i do about loss of service for a combing time of at least 3-4 days combined from the stupid intermittent issues!!

Thanks, Chris

[jbrennand]

Check first for any information on  “known network faults in your location" - Look in 2 places and report back here what both say.

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.
The "compensation "timer" can also be started on this number if appropriate.

[Chris198773]

Hello jbrennand

I have already done this. There was faults showing at the start of each issue I described. however when it states resolved and no issues on the app/website. The issues were still present. 

[jbrennand]

Then lets see what your connection data looks like now then then   Can you do this...

_______

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box. Then switch the Hub on again and leave 5 minutes to connect.

Then, Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here 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
https://www.thinkbroadband.com/broadband/monitoring/quality

[Chris198773]

Unsure if these are correct but here is the logs. I have 4 tables of downstream and 4 upstream. I'll post across 2 posts

3.0 Downstream channels

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

1	331000000	1.4	42	QAM 256	25
2	139000000	1.1	42	QAM 256	1
3	147000000	1	42	QAM 256	2
4	155000000	0.9	42	QAM 256	3
5	163000000	0.9	42	QAM 256	4
6	171000000	0.9	42	QAM 256	5
7	179000000	0.8	42	QAM 256	6
8	187000000	0.6	42	QAM 256	7
9	195000000	0.9	42	QAM 256	8
10	203000000	0.8	42	QAM 256	9
11	211000000	1.1	42	QAM 256	10
12	219000000	1.1	42	QAM 256	11
13	227000000	1	42	QAM 256	12
14	235000000	0.8	42	QAM 256	13
15	243000000	0.5	42	QAM 256	14
16	251000000	0.3	42	QAM 256	15
17	259000000	0.4	42	QAM 256	16
18	267000000	0.6	42	QAM 256	17
19	275000000	0.8	42	QAM 256	18
20	283000000	1	42	QAM 256	19
21	291000000	1.3	42	QAM 256	20
22	299000000	1.5	42	QAM 256	21
23	307000000	1.6	42	QAM 256	22
24	315000000	1.6	42	QAM 256	23
25	323000000	1.4	42	QAM 256	24
26	339000000	1.8	42	QAM 256	26
27	347000000	1.9	42	QAM 256	27
28	355000000	2	43	QAM 256	28
29	363000000	2	42	QAM 256	29
30	371000000	2	42	QAM 256	30
31	379000000	1.9	42	QAM 256	31

3.0 Downstream channels

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

1	Locked	42	39472	4313
2	Locked	42	61856	2002
3	Locked	42	67775	3021
4	Locked	42	44971	2980
5	Locked	42	73733	4126
6	Locked	42	72747	4277
7	Locked	42	71980	4292
8	Locked	42	14468	2783
9	Locked	42	9505	2041
10	Locked	42	63362	3779
11	Locked	42	64779	4041
12	Locked	42	11294	2230
13	Locked	42	7232	2269
14	Locked	42	56355	4048
15	Locked	42	8076	2531
16	Locked	42	53537	3981
17	Locked	42	51011	4042
18	Locked	42	50600	4094
19	Locked	42	48729	4298
20	Locked	42	49704	4503
21	Locked	42	47490	6364
22	Locked	42	44828	6081
23	Locked	42	43123	6505
24	Locked	42	8922	5517
25	Locked	42	42205	6646
26	Locked	42	8218	5421
27	Locked	42	4931	4597
28	Locked	43	32782	5138
29	Locked	42	4440	4875
30	Locked	42	4311	5381
31	Locked	42	34419	6975

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

43

0.3

421380232

20469

[Chris198773]

Upstream details

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	44.8	5120	QAM 64	1
1	43100000	44.5	5120	QAM 64	2
2	36600000	44.3	5120	QAM 64	3
3	30100000	44	5120	QAM 64	4
4	23600000	43.8	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	6	24	0
1	ATDMA	0	6	3	0
2	ATDMA	0	6	4	0
3	ATDMA	0	6	4	0
4	ATDMA	0	6	2	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

40.2

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

74000000

5

0

[Chris198773]

Network Log

Network Log

Time Priority Description

10-09-2024 15:52:19	notice	GUI Login Status - Login Success from LAN interface
10-09-2024 11:39:40	notice	GUI Login Status - Login Success from LAN interface
10-09-2024 00:15:44	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 00:13:01	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-09-2024 00:10:37	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 22:19:31	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 22:16:44	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 21:30:29	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 21:27:47	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 18:50:44	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 18:50:10	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 18:47:55	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 17:10:13	notice	GUI Login Status - Login Success from LAN interface
09-09-2024 17:08:12	notice	GUI Login Status - Login Success from LAN interface
09-09-2024 16:09:59	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 16:09:59	critical	16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 16:08:51	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 15:57:13	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 15:27:43	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 15:25:52	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 15:22:12	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 15:19:19	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 15:04:37	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 15:02:41	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 14:55:23	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM
09-09-2024 14:55:20	notice	CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 26 27 28 29 30 31 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1
09-09-2024 14:55:11	warning	MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 14:12:46	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 13:59:45	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 13:58:18	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 13:56:14	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 11:06:38	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 11:03:39	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 11:01:51	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 11:01:35	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 11:01:19	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-09-2024 08:44:33	notice	GUI Login Status - Login Success from LAN interface

[Chris198773]

I have now updated the post. I am not wanting to reset this router as it was done just yesterday. Virgin Media app is still showing as network area fault. Although I don't know if i take that as realistic as its showing it for a few days, then it goes, then its back

[Steven_L]

Hello Chris198773,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment. I have looked into this on our system and cannot see any issues that would be causing the problems that you're experiencing. I have checked both your connection and the local area and cannot see any issues at all. How has your connection been running since you last posted?

Kind Regards,

Steven_L

[Chris198773]

Good Morning Steven

There was a local issue that doesn't show on the Virgin Media app so I think that may have been resolved. However I am still getting random packet drops, and a lot of errors on my connection. Here is a link to the think broadband graph https://www.thinkbroadband.com/broadband/monitoring/quality/share/eceef6e254290a6d48ae87ea47b9163750... 

3.0 Downstream channels

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

1	Locked	42	19304	14831
2	Locked	41	16693	6039
3	Locked	41	29736	10196
4	Locked	41	32728	11029
5	Locked	42	32242	12442
6	Locked	42	33644	13085
7	Locked	42	20396	8317
8	Locked	41	27436	11161
9	Locked	42	19464	10029
10	Locked	42	13620	8182
11	Locked	42	16200	9224
12	Locked	42	13426	8000
13	Locked	42	21211	10624
14	Locked	42	23273	11608
15	Locked	42	14680	11055
16	Locked	42	23046	12479
17	Locked	41	22801	15380
18	Locked	41	22585	14054
19	Locked	42	16200	12446
20	Locked	42	11737	9059
21	Locked	42	19106	13201
22	Locked	42	9029	8969
23	Locked	42	15158	9601
24	Locked	42	19042	12824
25	Locked	42	8763	9664
26	Locked	42	15215	11427
27	Locked	42	12577	9616
28	Locked	42	7167	9776
29	Locked	42	9378	10101
30	Locked	42	8197	10386
31	Locked	42	7540	8637

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

43

0.2

1066283682

2451