Virgin Media Community

[Dave19741]

Hi Sweet16,

Yes, I'd also read some pretty damning reviews of the Hub3 router, saying it was outdated, and unreliable! Only wish I'd have seen these before switching to Virgin.

We too had the BT 50mb service which was always reliable and never caused any problems, wish I could say the same for Virgin! To be honest I wish I'd have stayed with BT, much better service altogether - Its true that the grass isn't always greener...

Sadly the 'pin' reset only gave us a temporary fix, and the normal slow service has resumed! I didn't think it would solve the problems having read yours and other peoples experiences on this forum, but it was worth a try.

That's all I can do for now. I had considered buying a new router and using the hub 3 just as a modem, but its not cheap. and an expense I could do without right now.

Fingers crossed I get a response from customer services - Not heard anything for a while....

Also checked the router log and getting repeat 'critical' errors for T3 timeout. Can anyone tell me what this means please? Thanks

[Dave19741]

Just read a couple of thread relating to T3 timeout errors, and most ask for the logs to be copied so they can be scrutinised, so here goes.

Can somebody please offer any advice?  Do they look within normal levels?? Thanks in advance.

Downstream bonded channels

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

1	331000000	4.4	40	256 qam	25
2	203000000	3.7	40	256 qam	9
3	211000000	3.5	40	256 qam	10
4	219000000	3.7	40	256 qam	11
5	227000000	3.7	40	256 qam	12
6	235000000	3.5	40	256 qam	13
7	243000000	3.5	40	256 qam	14
8	251000000	3.7	40	256 qam	15
9	259000000	3.5	40	256 qam	16
10	267000000	3.7	40	256 qam	17
11	275000000	3.7	40	256 qam	18
12	283000000	4	40	256 qam	19
13	291000000	4	40	256 qam	20
14	299000000	4.3	38	256 qam	21
15	307000000	4.1	40	256 qam	22
16	315000000	4	40	256 qam	23
17	323000000	4.4	40	256 qam	24
18	339000000	4.5	38	256 qam	26
19	347000000	4.5	40	256 qam	27
20	355000000	4.1	40	256 qam	28
21	363000000	4	38	256 qam	29
22	371000000	4	38	256 qam	30
23	379000000	4.4	40	256 qam	31
24	387000000	4.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	37	51
2	Locked	40.9	21	39
3	Locked	40.3	19	51
4	Locked	40.9	13	58
5	Locked	40.9	20	31
6	Locked	40.3	20	40
7	Locked	40.3	24	43
8	Locked	40.3	43	51
9	Locked	40.3	43	30
10	Locked	40.3	21	38
11	Locked	40.3	24	34
12	Locked	40.3	17	36
13	Locked	40.3	23	69
14	Locked	38.9	19	32
15	Locked	40.3	30	36
16	Locked	40.3	46	144
17	Locked	40.3	41	49
18	Locked	38.9	36	45
19	Locked	40.3	18	137
20	Locked	40.3	45	126
21	Locked	38.9	80	56
22	Locked	38.9	34	135
23	Locked	40.3	18	59
24	Locked	40.3	15	42

[Dave19741]

Upstream bonded channels

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

1	53700004	48	5120	64 qam	10
2	39399983	48	5120	64 qam	12
3	46200029	48	5120	64 qam	11
4	60300031	48	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	0	0

[Dave19741]

Network Log

Time Priority Description

20/06/2022 21:00:18	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2022 19:58:54	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2022 06:38:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2022 09:27:45	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2022 09:27:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2022 21:12:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2022 20:00:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2022 18:46:17	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2022 12:43:21	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2022 12:43:21	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2022 20:03:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:11:40	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;
13/06/2022 08:10:55	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:10:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:10:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:10:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:10:50	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:10:50	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2022 08:03:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2022 11:00:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Dave19741]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	53700004	Locked
Provisioning State	Online

[John_GS]

Hello Dave19741

Thanks for coming back to the thread. I have done system checks today, no issues showing, no outages. All levels in spec and no issues with SNR (signal to noise ratio) and congestion. Speeds to the router are also showing fine, above what they should be which is also a plus 🙂

How are you testing the speed, wired/wireless and what devices?

Have you also use the Connect App to do a wireless scan in the property which hopefully will help? virg.in/connectapp - that explains more 🙂

Best,

[Dave19741]

Hi @John_GS

Thanks for your reply and confirming that all the levels look fine.

Unfortunately, the issues have continued throughout the week.

From reading other posts on this forum and other web reviews, I think there’s a high probability that the problem lies with the Hub3 router itself. Numerous reviews and users report the same issues.

An engineer confirmed all connections to, and within the property were ok, as are the  levels seen from the router log.
It all points to the router.

We’ve all had enough so have purchased a TP Link mesh router to replace the outdated and unreliable hub 3. I’d like to destroy it with a large lump hammer tbh, but alas, it’s still needed to work as a modem. Let’s hope it can perform better as that, than as a router 🤞🏻

The mesh systems up and running, so time will tell. Even in the short space of time its been operating performance has been better, especially when online gaming.

Hub3 0 - 1 TP Link 

Will update in a few days time.

[Sweet16]

Hi Dave19741,

Genuinely feel your pain and frustration and was close to launching the Hub 3 myself. What is even more frustrating is numerous people telling you all is fine when your experience suggests otherwise. I appreciate that the VM staff here are conveying what they see on the results of tests but seem unable to accept that the Hub 3 is unfit for purpose. Every customer can’t be wrong.

unfortunate that you have had to resort to the expenditure of a third party router to provide any reliability to your service. The only thing that is 100% reliable is Virgin Media’s direct debit. . . . .

[Dave19741]

Hi @Sweet_16,

Yes agree, VM must be aware of the issues with the Hub3, but won’t or can’t do anything to resolve, which sucks for all the customers out there who are paying for such an unreliable service.

It must be disheartening for the VM staff too as they must be inundated with the same complaints.

I don’t think they’ve missed taking a DD payment though 😁

Performance has improved massively since installing the mesh system. I can’t believe the difference tbh. No lagging or drop outs at all. Will post more updates over time.

👍🏻

[Akua_A]

Thank you for the updates @Dave19741

We are glad that the mesh system has helped with your service. Please continue to monitor this and let us know if you need any further help.

Thanks,