on 08-02-2023 19:17
On status page of modem I get:
internet (access denied).
and the status page:
what’s wrong with it? Updates don’t normally take this long…
on 08-02-2023 19:22
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 427000000 | -9 | 29 | 256 qam | 37 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 29 | 11890716 | 3331164 |
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file |
Time Priority Description
01/01/1970 00:20:32 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:20:30 | critical | 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:20:30 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 08-02-2023 19:25
Your Hub is offline for some reason.
Try a 60 second pinhole reset and don’t reboot the Hub. Just let it sit for about 10 minutes to sort itself out.
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08-02-2023 19:37 - edited 08-02-2023 19:38
Thanks, I’ll leave it for now. I let it update for “45 mins” or so, and it’s still the same. Did a pinhole reset and after and it’s still the same.
On the app/website, it shows there is no outage or issues but when I ring +44 345 454 1111, it says there is a problem in my area and engineers are working hard to fix it. Strange.
on 08-02-2023 20:25
09-02-2023 15:59 - edited 09-02-2023 16:01
Thanks John, unfortunately they provided a resolution for F010339797, which was a local fault in my area. But after talking to CS, they say that my services shouldn’t be affected by it. Funny because I only started having this issue yesterday…. Also as soon as it came on the live service tracking app, it was miraculously resolved and investigated within an hour. Still no internet. The hub can clearly receive a signal though, it’s only receiving downstream signals not upstream signals though and hub appears to be have been made offline.
on 11-02-2023 16:57
Hi @mjay2000,
Sorry for the issues with your service.
Checking things this end, your hub is showing as unreachable and I note a technician visit has been booked in for you.
Let us know how it goes so we can offer further support if required 😊
on 16-02-2023 12:32
Issue is fixed now. The issue was the street cabinet and/or the wiring connection outside the home.
Service has been back since engineer visit.
on 18-02-2023 17:01
That's great to hear @mjay2000 and thank you so much for letting us know.
Please do pop back to the community forums if you do need any further help.
Thanks again.