on 02-01-2022 10:46
Yet another disconnection this morning 2/1/2022 at approx 0020hrs. Left disconnected until 0207hrs to allow BQM to pick up problems. No change from usual pattern. Switched off hub between 0207 and 0224 hrs to ensure monitoring correct IP. BQM showed solid red block so all correct.
Will post Logs (hopefully) below along with BQM for reference. Interestingly some of the disconnections coincide almost identically with log “Notice ATOM is restarted as part of self healing”. Maybe I’m just clutching at straws now. At my wits end. HELP please.
Network Log
Time | Priority | Description |
02/01/2022 09:54:26 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/01/2022 00:18:49 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/2022 06:48:31 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/12/2021 11:26:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/12/2021 10:00:35 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/12/2021 10:00:14 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 08:56:9 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 03:38:39 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 03:31:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 02:53:35 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 02:49:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 02:31:3 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 02:28:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/12/2021 23:38:20 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/12/2021 15:25:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/12/2021 09:50:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/12/2021 09:33:5 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/12/2021 09:19:35 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/12/2021 09:11:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MA |
Answered! Go to Answer
20-06-2022 21:24 - edited 20-06-2022 21:48
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
on 20-06-2022 22:26
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.
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 |
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 |
on 20-06-2022 22:29
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 |
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 |
on 20-06-2022 22:30
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; |
on 20-06-2022 22:31
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 331000000 | Locked |
Ranged Upstream Channel (Hz) | 53700004 | Locked |
Provisioning State | Online |
on 23-06-2022 10:33
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,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 26-06-2022 14:55
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.
on 26-06-2022 19:38
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. . . . .
on 28-06-2022 08:55
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.
👍🏻
on 30-06-2022 09:49
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,