Hub 3 no connection

[Danw89]

Hello I've only had virgin fibre installed for 3 weeks or so but it has been a nightmare so far. The first week the hub 3 disconnected so I booked a technician to come out but the next morning it came back online so I cancelled it. The same thing has happened again where it says internet access denied and the green lights alternate and flash on the hub 3, I've tried everything rebooting etc but no luck... I'm currently isolating at the moment so i can't even book a technician for another week.. any help cheers dan

[jbrennand]

Have you checked first for “known network faults”

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault (free on 150 VM line - or 0345 454 1111 others - national rate) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b.- the UK call centre is still picking up and calling at 08.00 (Mon-Sat) or 09.00 (Sun) gives the best chance of getting through quickly.

[Danw89]

Still nothing... I rang other day to be told it was a problem at my property.. got a message to say it was back online last night which it wasn't.. Rang again today and its apparently issues in my local area... Just don't know what to believe anymore

Refresh data

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	250750000	Ranging
Ranged Upstream Channel (Hz)	Update in progress	undefined
Provisioning State	Offline

Back

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

1

250750000

0.5

40

256 qam

15

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

1

Locked

40.3

0

0

Network LogTime Priority Description

01/01/1970 03:02:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 03:02:18	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 03:01:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 03:01:29	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 03:00:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 03:00:39	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:59:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:59:19	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:58:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:58:29	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:57:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:57:40	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:56:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:56:21	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:54:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:54:57	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:54:42	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:54:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:54:7	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:52:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

Post up the rest of the stats - upstream and downstream!

[Danw89]

Sorry here...there is no upstream data   

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

1

346750000

0.9

40

256 qam

27

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

1

Locked

40.3

0

0

[lotharmat]

Crikey - and only 1 downstream channel?

There should be 24 of the wee beasites!

I'd call that in on 150 or 0345 454 1111 as a fault!

[Danw89]

Is this something that can be resolved from virgins end or would I need a technician out?

[lotharmat]

I believe you will need a tech visit!

You *could* try a pinhole reset to see if this forces it to re-sync the full 24 channels!

Make sure you can read all the default passwords on the base of the Hub before you do this

Unplug all ethernet cables

With the power on and the co-ax connected; press and hold the reset switch with a paperclip or sim removal tool for at least 60 seconds.

Allow 10 minutes to reboot, reset and stabilise

[Molly_G]

Hey @Danw89,

Thanks for your recent post and welcome to the forums. I'm really sorry to hear of the connection issues you've been having with your new hub.

Have you been able to carry out the pin-hole reset at all?

Let us know if you're still in need of assistance and we'll be happy to look into this for you.

Kind regards,

[Danw89]

Yes I have tried all that , still no internet thanks