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How can I get a new router or any tech help

My hub 3.0 is 3 years old and has just started dropping out and neededing reboots through the day. Ive checked all the cables and connections. Virgin tech dont answer the phone (but if you want to leave that gets picked up!), cant schedule an engineer appt online, just get error message. How do I get this fixed?

  looks like im going to have to leave Virgin to get a reliable broadband service

 

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Alessandro Volta
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Re: How can I get a new router or any tech help

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: How can I get a new router or any tech help

My BQM 

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Re: How can I get a new router or any tech help

Downstream

 
Password 
 



Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1202750000137256 qam9
2210750000137256 qam10
3218750000137256 qam11
42267500001.237256 qam12
52347500001.537256 qam13
62427500001.535256 qam14
72507500001.537256 qam15
82587500001.537256 qam16
92667500001.538256 qam17
102747500001.538256 qam18
112827500001.738256 qam19
122907500001.537256 qam20
13298750000237256 qam21
143067500001.738256 qam22
153147500001.738256 qam23
163227500001.738256 qam24
173307500001.938256 qam25
183707500001.735256 qam26
193787500001.535256 qam27
203867500001.535256 qam28
213947500001.535256 qam29
224027500001.235256 qam30
234107500001.736256 qam31
244187500001.736256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.6100
2Locked37.6150
3Locked37.6190
4Locked37.680
5Locked37.3100
6Locked3520130
7Locked37.6100
8Locked37.6140
9Locked38.6300
10Locked38.680
11Locked38.6160
12Locked37.6260
13Locked37.360
14Locked38.6130
15Locked38.970
16Locked38.6100
17Locked38.940
18Locked35.51600
19Locked35.51980
20Locked35.71060
21Locked35.7820
22Locked35.7800
23Locked36.6370
24Locked36.6310
 
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Re: How can I get a new router or any tech help

Upstream

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030011245512064 qam1
24620000044.3512064 qam3
33940000043.3512064 qam4
45369997645.3512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000
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Re: How can I get a new router or any tech help

Network Log

Time Priority Description

08/11/2020 05:55:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:15:55criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:15:51criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:15:24criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:15:20criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:15:3criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:14:52criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:14:36criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:14:30criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 08:44:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 08:15:56Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 02:05:56Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 02:05:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 02:04:59Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 02:04:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 02:04:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 02:04:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 02:03:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 02:02:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 7 of 12
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Re: How can I get a new router or any tech help

Ok, all done. Service status and connections checked and fine

All info posted.

Thanks

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Alessandro Volta
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Message 8 of 12
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Re: How can I get a new router or any tech help

Your >> BQM << needs a few more hours to get any kind of picture showing and, if the problem is occurring mainly on working days it will need to run through Monday.

The Hub data is looking OK but the Network Log  is showing lots of problems for 7 November, we need to wait to see what happens today and how things match with the BQM.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: How can I get a new router or any tech help

Ok thankyou

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Alessandro Volta
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Re: How can I get a new router or any tech help

nothing wrong with that BQM at all


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