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Tomd8820
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Message 1 of 16
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Hub 3 no connection

I am having constant issue with no getting a connection to my hub 3 white router since a connection issue was resolved in my area today.

it was brilliant before this either intermittent signal poor speed. Connect more then one device and it would grind to holt reminiscent of dial up speeds. All it’s lacking is the whirring/screeching sound effects!

Currently I have a constant green WiFi light and a flashing green power light.

I have gone through all the check lists to be told I have no internet - thank god for that reveal, few what would I do without a state the obvious comment but alas I go through the check list as requested, believe it or not I still have no internet. Virgins only online solution - using my phones data - is to keep go through the check list and keep telling me I have no internet. Yes I’ve waited the 5-10mins - numerous times I might add

If anyone can offer me a real solution it would be greatly appreciated

For now I’m off to try remember what we did before internet

Thanks in advance

 

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gary_dexter
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Alessandro Volta
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Message 2 of 16
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Re: Hub 3 no connection

Is the service status page showing any issues still?

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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MikeRobbo
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Alessandro Volta
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Message 3 of 16
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Re: Hub 3 no connection

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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 4 of 16
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Re: Hub 3 no connection

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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Tomd8820
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Message 5 of 16
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Re: Hub 3 no connection

It was until 14:50 when I got this message

 

Virgin Media Outage Update - ID: C01168019 We're pleased to tell you this issue is now fixed. Best wishes, the Virgin Media Team

 

I’ve had slow/no existent internet most week and fairly regularly chalked it up to more people at home/COVID etc... but it’s got worse.

So checked my area noticed some works going on so I put my number in for alerts for when it was fixed. 

I got above message at 14:50 and by 15:00 my router packed in

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gary_dexter
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Alessandro Volta
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Message 6 of 16
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Re: Hub 3 no connection

Has it been rebooted since the "resolution"?

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Tomd8820
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Message 7 of 16
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Re: Hub 3 no connection

Appreciate the reply however I have no internet what so ever I am on my 4g mobile I can not get any connection to my router so can not put the 192.168.0.1 in as it just kicks back no internet!

Plus not signing up to a third party monitoring service to tell virgin something they can remote monitor themselves

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Tomd8820
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Message 8 of 16
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Re: Hub 3 no connection

Yes it has been rebooted

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Tomd8820
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Message 9 of 16
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Re: Hub 3 no connection

Downstream/Upstream and config all blank

 

this is the network log - the table hasn’t copied very well

 

01/01/1970 00:49:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:49:3Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:36:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:35:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:34:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:34:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:34:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:33:14Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:33:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:32:2Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:30:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:30:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:29:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:28:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:28:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:28:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:27:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:27:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:27:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/11/2020 12:27:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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MikeRobbo
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Alessandro Volta
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Message 10 of 16
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Re: Hub 3 no connection

It may be a good idea to carry out a factory reset on the Hub …

DO NOT DO THIS if the password on the base of the Hub is not legible or missing.

Disconnect all unneeded ethernet cables from the rear of the Hub.

With the Hub Powered on use a paperclip or similar (I use a mobile phone SIM Slot tool) and do a pinhole reset.

Depress the pinhole switch for a timed 60 seconds then release.

DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

Once the lights are stabilised check your system again.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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