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High Latency / Constant Red Light

Shaw2023
Joining in

I have notice for the past 6 months my router has been showing a constant red light, and my internet connection has been suffering high latency. 

I  Contacted Customer Services and got through to someone offshore, who ran diagnostics from their end and advised that there is nothing wrong with the connection. 

I tried to explain to them that there is certainly something wrong with the router and he insisted there was nothing more that he could do. 

I have:

- factory reset the router without any joy
- Removed all devices on the router with no joy
- I have check the logs and the following has been constantly happening for the last 6 or so months. 

 

17/11/2023 19:11:58noticeLAN login Success;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
15/11/2023 18:32:23criticalNo Ranging Response received - T3 time-out;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
15/11/2023 17:34:28noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
15/11/2023 17:34:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;
13/11/2023 16:12:50criticalNo Ranging Response received - T3 time-out;CM-MAC=******;CMTS-MAC=******;CM-QOS=1.1;CM-VER=3.0;

 

I asked customer services if it would be possible to replace the router and they insisted there was nothing wrong and that I would have to purchase a new router. 

With this still ongoing I have recently looked at these forums to see other customers experiencing the same issue and having their routers replaced, I also come across Thinkbroadband and have run the following ping check and have noticed it is constantly yellow, even when the house is asleep and hardly any devices are using online. 

Shaw2023_0-1700305253041.png

Please can a Virgin representative advise, thank you. 

5 REPLIES 5

Shaw2023
Joining in

Screenshot 2023-11-18 110038.png

Adduxi
Very Insightful Person
Very Insightful Person

There is a problem with your circuit, hence the red packet loss on the BQM.  Can you post the full stats from the Hub's admin console please.

All the Downstream, Upstream and Network logs for comment.

Also if it is a Hub 3 and it has a permanent red LED, it will need replaced.  This red LED is the Hub's overheat warning and needs to be working correctly.  It is a potential fire risk otherwise.

If you wait here a day or two a VM Mod will pick this up and discuss.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Good morning Adduxi,

Thank you for your response, really appreciate it. 
It is indeed a Hub 3.0, a little concerned as the customer services rep I spoke to did not raise the over heating issue with the router. 

Network Log

Time Priority Description

19/11/2023 09:05:51noticeLAN login Success;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43criticalNo Ranging Response received - T3 time-out;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
19/11/2023 06:03:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
19/11/2023 06:03:33Warning!RCS Partial Service;CM-MAC=** ** ** ** **;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2023 06:03:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
19/11/2023 01:22:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
19/11/2023 01:22:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
17/11/2023 19:11:58noticeLAN login Success;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
15/11/2023 18:32:23criticalNo Ranging Response received - T3 time-out;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
15/11/2023 17:34:28noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
15/11/2023 17:34:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
13/11/2023 16:12:50criticalNo Ranging Response received - T3 time-out;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 20:09:58noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
11/11/2023 20:09:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
09/11/2023 02:55:2criticalNo Ranging Response received - T3 time-out;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
08/11/2023 08:09:58noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
08/11/2023 08:09:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
08/11/2023 00:10:14criticalNo Ranging Response received - T3 time-out;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
05/11/2023 07:03:21noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;
05/11/2023 07:03:21ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=** ** ** ** **;CMTS-MAC=** ** ** ** **;CM-QOS=1.1;CM-VER=3.0;        



Down Stream

Down Stream 2.png

Down Stream.png

Upstream

 

Upstream.png

 Thank you. 

Hey Shaw2023, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

Thank you for sending all these details over and the over heating issues is not a great sign.

I am going to send you a PM so we can look into this for you. Cheers 

Matt - Forum Team


New around here?

Matthew_ML
Forum Team
Forum Team

Glad we have managed to get the ball rolling on this, please do keep us updated on how the visit goes. Cheers 

Matt - Forum Team


New around here?