Virgin Media Community

[Louholden]

My hub 3 is constantly going offline. I've tried everything possible from VM advice, app, followed all steps and also had my hub3 replaced along with visits from engineers. I've renamed the two channels as advised. Would relocating the hub somewhere different make any difference? Does VM charge for this service?

[Tudor]

Yes. A non fault call out is £99.

Possibly you have a circuit problem, please go into your hub on 192.168.0.1 and post your up/downstream stats and network log. 

[Louholden]

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Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	2	40	256 qam	1
2	147000000	1.4	40	256 qam	2
3	155000000	1.5	40	256 qam	3
4	163000000	2.2	40	256 qam	4
5	171000000	3.2	40	256 qam	5
6	179000000	3.2	40	256 qam	6
7	187000000	3	40	256 qam	7
8	195000000	3.2	40	256 qam	8
9	203000000	3.5	40	256 qam	9
10	211000000	3.5	40	256 qam	10
11	219000000	3.2	40	256 qam	11
12	227000000	2.5	40	256 qam	12
13	235000000	2	40	256 qam	13
14	243000000	2.2	40	256 qam	14
15	251000000	3.2	40	256 qam	15
16	259000000	4.1	40	256 qam	16
17	267000000	4.3	40	256 qam	17
18	275000000	3.5	40	256 qam	18
19	283000000	2.9	40	256 qam	19
20	291000000	2.5	40	256 qam	20
21	299000000	2.7	40	256 qam	21
22	307000000	3	40	256 qam	22
23	315000000	2.9	40	256 qam	23
24	323000000	3	40	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.9	8	0
2	Locked	40.3	9	0
3	Locked	40.9	5	0
4	Locked	40.9	9	0
5	Locked	40.9	22	0
6	Locked	40.3	24	0
7	Locked	40.3	7	0
8	Locked	40.9	7	0
9	Locked	40.9	19	0
10	Locked	40.3	6	0
11	Locked	40.9	6	0
12	Locked	40.3	9	0
13	Locked	40.9	11	0
14	Locked	40.3	2	0
15	Locked	40.9	4	0
16	Locked	40.9	6	0
17	Locked	40.9	5	0
18	Locked	40.9	7	0
19	Locked	40.3	6	0
20	Locked	40.9	12	0
21	Locked	40.3	5	0
22	Locked	40.9	8	0
23	Locked	40.9	7	0
24	Locked	40.9	0	0

[Louholden]

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Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

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

1

60300000

5.7

5120

64 qam

1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

[Louholden]

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Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Network LogTime Priority Description

01/09/2019 09:32:30	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:33:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:34:13	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;
01/09/2019 09:38:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:40:12	critical	Registration RSP rejected message syntax error;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:40:12	critical	Registration RSP rejected unspecified reason;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:40:12	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:40:13	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:40:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 09:42:8	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;
01/09/2019 09:46:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 21:44:50	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;
01/09/2019 21:48:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2019 21:49:1	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;
01/01/1970 00:04:23	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:05:13	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;
01/01/1970 00:10:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:11:34	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;
02/09/2019 09:34:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2019 15:51:58	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;

[Tudor · Accepted solution]

Downstream is fine, upstream channel is way too high a signal and you should have 4 channels not 1. Phone customer services and try again, just be persistent, the only way this can be fixed is by a technician’s visit. I believe you will probably need moving to another tap on the local cabinet. Are you a long way from your street box?

[Louholden]

The street box is approximately 30 yards away.

[griffin · Accepted solution]

The main concern here is that you are only picking one upstream channel with the power level maxed out.
The logs are showing the upstream is in some distress, so very unlikely to be a power level issue.
You will need a tech visit unless it is a VM local circuit issue.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

[Lisa_CC]

Hi Louholden,

Sorry to hear about your Hub 3 issues and understand that you're eager on getting it resolved.

I'll send you a Private Message asking for more details, please reply back to it so I can take a look for you.

Regards,

Lisa