Virgin Media Community

[iamthenewph7]

Our Hub 3 keeps dropping connections intermittently to most of our devices (Windows 10 & various versions of Android). This happens on wireless and wired connections. I have set the hub to default, but this didn't help. The original settings on the hub have not changed for some years, but it has only just in the last couple of weeks that there has been a problem. Restarting the hub solves the problem for a short time, but the problem comes back. My only guess that there is a hardware fault with the Hub. Any other ideas?

Thanks.

[Tudor]

Check if there are any area problems and post a full set of stats.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.

[iamthenewph7]

There are no area problems. 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 -11 37 256 qam 21
2 139000000 -9 38 256 qam 1
3 147000000 -9 38 256 qam 2
4 155000000 -9.4 38 256 qam 3
5 163000000 -9.5 38 256 qam 4
6 171000000 -9.7 38 256 qam 5
7 179000000 -9.9 38 256 qam 6
8 187000000 -9.7 38 256 qam 7
9 195000000 -10 38 256 qam 8
10 203000000 -10.2 38 256 qam 9
11 211000000 -10.5 37 256 qam 10
12 219000000 -11 38 256 qam 11
13 227000000 -11.2 37 256 qam 12
14 235000000 -11.5 37 256 qam 13
15 243000000 -12 37 256 qam 14
16 251000000 -12.4 36 256 qam 15
17 259000000 -12.7 36 256 qam 16
18 267000000 -12 37 256 qam 17
19 275000000 -11.5 37 256 qam 18
20 283000000 -11.4 37 256 qam 19
21 291000000 -11.4 37 256 qam 20
22 307000000 -11 37 256 qam 22
23 315000000 -11 37 256 qam 23
24 323000000 -11.2 37 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 1397 18
2 Locked 38.6 581 0
3 Locked 38.6 953 0
4 Locked 38.6 1065 0
5 Locked 38.9 1122 3
6 Locked 38.6 1058 0
7 Locked 38.6 1042 0
8 Locked 38.6 989 0
9 Locked 38.9 948 0
10 Locked 38.6 1063 0
11 Locked 37.6 1159 0
12 Locked 38.6 1210 0
13 Locked 37.6 1312 0
14 Locked 37.3 1364 0
15 Locked 37.6 1376 0
16 Locked 36.6 1403 0
17 Locked 36.6 1398 3
18 Locked 37.3 1383 13
19 Locked 37.6 1395 13
20 Locked 37.3 1397 3
21 Locked 37.3 1402 3
22 Locked 37.3 1410 8
23 Locked 37.6 1427 0
24 Locked 37.6 1446 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 46.5 5120 64 qam 6
2 32600019 47 5120 64 qam 5
3 39400019 48 5120 64 qam 4
4 46199969 48.5 5120 64 qam 3

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Refresh data
Network Log
Time Priority Description
21/05/2022 19:11:5 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 08:00:22 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
20/05/2022 09:28:52 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
20/05/2022 09:28:8 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/05/2022 18:15:37 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
18/05/2022 12:19:33 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
17/05/2022 08:02:45 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
15/05/2022 09:19:13 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/05/2022 18:32:19 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
12/05/2022 18:38:33 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 16:25:43 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 14:13:5 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
11/05/2022 10:37:18 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
28/03/2022 10:48:33 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
27/03/2022 16:12:15 notice LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 18:03:44 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 18:03:44 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 18:02:33 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 18:02:33 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
19/03/2022 18:01:25 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

Your downstream power levels are way too low. You will need a technician’s visit to rectify. Could you check you hub input coax to see if there is an attenuator in line. This is a small oblong box with markings on it like 6dB or 10dB. If there is one you could try removing it.

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[iamthenewph7]

I don't think it is the connection to the Virgin servers. We have 4 PCs and several android devices. When the problem happens, only one or two devices lose connection to the internet and they are also unable to access the LAN. On an affected PC, I just disable the network adapter and then enable it again and it has access to the LAN again. On the Android devices, I just turn wifi off and then turned wifi on and the device seems ok until the next time when it stops communicating to the local network. On Windows I have used "ipconfig /flushdns" "ipconfig /registerdns" which makes no difference. To me it looks like an issue with the router severing links to attached computers, probably to do with the DHCP server. Looking at the Windows logs, I keep getting messages about not renewing DHCP lease on the network card. This corresponds with the network failures as mentioned above. I have set the Hub back to default settings and the problem persists.

Windows log: "The IP address lease 192.168.1.106 for the Network Card with network address 0x9CB654F41358 has been denied by the DHCP server 192.168.0.1 (The DHCP Server sent a DHCPNACK message)"

I have noticed that the hub intermittently gets very hot recently. From my memory, I had a similar problem with my previous Virgin Hub 3 a few years ago, and the only solution was to replace the hub. The replacement hub has been working for a long time with no problems until now.

[withnail69]

Me too. Exactly the same. Only in the last six months or so as well. But as I also get a 'problems in your area' status they won't replace or upgrade the faulty router

[withnail69]

Downstream

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	387000000	7.5	38	256 qam	32
2	203000000	6	38	256 qam	9
3	211000000	6	37	256 qam	10
4	219000000	6.1	37	256 qam	11
5	227000000	6	37	256 qam	12
6	235000000	6	37	256 qam	13
7	243000000	5.9	37	256 qam	14
8	251000000	5.9	38	256 qam	15
9	259000000	6	37	256 qam	16
10	267000000	6.3	37	256 qam	17
11	275000000	6.4	37	256 qam	18
12	283000000	6.5	37	256 qam	19
13	291000000	6.4	37	256 qam	20
14	299000000	6.5	37	256 qam	21
15	307000000	7	37	256 qam	22
16	315000000	7.4	38	256 qam	23
17	323000000	7	38	256 qam	24
18	331000000	7	38	256 qam	25
19	339000000	7.3	37	256 qam	26
20	347000000	7.6	38	256 qam	27
21	355000000	7.5	38	256 qam	28
22	363000000	7.5	38	256 qam	29
23	371000000	7.5	38	256 qam	30
24	379000000	7.6	38	256 qam	31

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	0	0
2	Locked	38.6	4	0
3	Locked	37.6	6	0
4	Locked	37.6	5	0
5	Locked	37.3	5	0
6	Locked	37.6	5	0
7	Locked	37.6	5	0
8	Locked	38.6	0	0
9	Locked	37.6	0	0
10	Locked	37.3	6	0
11	Locked	37.6	4	0
12	Locked	37.6	5	0
13	Locked	37.6	6	0
14	Locked	37.3	6	0
15	Locked	37.6	4	0
16	Locked	38.9	4	0
17	Locked	38.6	6	0
18	Locked	38.6	0	0
19	Locked	37.6	0	0
20	Locked	38.6	5	0
21	Locked	38.6	5	0
22	Locked	38.6	4	0
23	Locked	38.6	5	0
24	Locked	38.6	6	0

Upstream

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

1	39399974	39.8	5120	64 qam	4
2	46200007	39.8	5120	64 qam	3
3	53699974	39.8	5120	64 qam	2
4	60299991	41.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Networking

23/05/2022 12:41:34criticalReceived 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;23/05/2022 12:39:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:38:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:38:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:38:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:38:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:32:59noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:32:22noticeNOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:30:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:30:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:30:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:30:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:30:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 12:19:44criticalReceived 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;23/05/2022 12:15:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 07:19:26noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/05/2022 07:19:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/05/2022 10:30:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

@withnail69 

Please raise a separate post, it’s almost impossible to answer two posts together that may have totally different root causes.

[Tudor]

@iamthenewph7 

With power levels like that you need a technician’s visit.

[iamthenewph7]

I check Speedtest.net regularly and I always get similar levels of performance which are very good (current readings -  PING ms13 DOWNLOAD Mbps103.31 UPLOAD Mbps 10.04 - we pay for 100Mbps). When the PC is working, there is never a problem with downloads etc. 

Definitely a problem with DHCP:

Event ID 1002 The IP address lease 192.168.1.106 for the Network Card with network address 0x9CB654F41358 has been denied by the DHCP server 192.168.0.1 (The DHCP Server sent a DHCPNACK message).

Event ID 1003 Your computer was not able to renew its address from the network (from the DHCP Server) for the Network Card with network address 0x9CB654F41358. The following error occurred: 0x79. Your computer will continue to try and obtain an address on its own from the network address (DHCP) server.

The same problem appears on all PCs. This is not specific to Windows, as the Android devices have the same problems. Only temporary solution is to disable and re-enable the network on the affected device and it will get an IP address from the DHCP server. Or I could just assign static IP addresses to all of my devices which I don't really want to do.