Virgin Media Community

[Deez]

Hello, 

 A little back story, i've been with Virgin for around 15 years, almost always been good. I switched to the 1gig a year ago, no problem with Hub 4 other than the still really annoying inability to save a wifi passwords.

In Aug2021 the Maisonette behin me had virgin installed, my own cable comes up in the same place and then routes around the building to my flat. When the Virgin install was done for this person they cut off my cables right down to the ground, i can only assume they didn't know it was in use.

Another virgin man came out and did a temporary fix by splicing me off that new person's line, i was back on and speed was good.... but my line would drop out from time to time.

A month of so later the cable was replaced so i was back on my own line, but the drop out problem has continued. Only other item changed during this was the 'line attenuator' was changed from a fixed to a powered automatic one.

I had hoped once back on my own line the drop outs would stop, but they have continued, on occasion it can be okay for a couple of days.

The issue is usually that everything will be fine, then i will loose connection to the net, then maybe a minute later the hub4 will go dark and go into a full reboot, it does this evertime and takes near 10 minutes to complete. (I use wired to PC, not wifi).

I only have a few hours each day to be online and do things with friends or stream a movie, i often have to stop mid film due to the net going off for 10 minutes, quite often it will go off twice in 30 minutes.

For the last week and a half this has changed slightly, the hub4 is still resetting itself but now everytime i seem to get a green flashing light.

This issue has been a pain for the last 6 months, also since the green flashing has occured and even though everything seems fine after, the BQM monitor can't see me until another reset occurs.

https://www.thinkbroadband.com/broadband/ - link 2 

This is a typical day of drop outs, this is from the 15th.

Below is what i get with the green light (not everytime), but i just had it 30 minutes ago.

https://www.thinkbroadband.com/broadband link 1 

Although most of this is red, the internet was working.

Here is a link to a clip of the flashing.
https://youtu.be/P41WV9JjCg0 

[Deez]

Time	Priority	Description
Mon 20/02/2023 19:37:47	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:31	3	16 consecutive T3 timeouts while trying to range on upstream channel 12;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:31	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 20/02/2023 08:27:41	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 20/02/2023 08:05:51	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 20/02/2023 05:04:40	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 19/02/2023 21:09:31	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:04	3	16 consecutive T3 timeouts while trying to range on upstream channel 12;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:04	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 19/02/2023 14:01:03	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 19/02/2023 13:13:32	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:08:19	3	16 consecutive T3 timeouts while trying to range on upstream channel 12;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:08:19	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:19	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 19/02/2023 11:27:14	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 18/02/2023 06:44:09	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 18/02/2023 06:23:00	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 17/02/2023 11:58:47	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 17/02/2023 09:38:21	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:05	3	16 consecutive T3 timeouts while trying to range on upstream channel 12;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:05	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 17/02/2023 00:51:42	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/02/2023 22:44:52	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/02/2023 07:32:12	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/02/2023 06:52:26	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:06:35	3	16 consecutive T3 timeouts while trying to range on upstream channel 12;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:06:35	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:19	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/02/2023 01:52:08	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/02/2023 00:27:56	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:01	3	16 consecutive T3 timeouts while trying to range on upstream channel 12;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:01	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 15/02/2023 20:33:07	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 15/02/2023 15:46:04	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:33	3	16 consecutive T3 timeouts while trying to range on upstream channel 12;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:07:33	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 15/02/2023 15:21:23	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 15/02/2023 13:17:00	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:05:07	3	16 consecutive T3 timeouts while trying to range on upstream channel 12;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:05:07	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 15/02/2023 10:08:24	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:06:47	3	16 consecutive T3 timeouts while trying to range on upstream channel 12;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:06:47	3	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:21	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Deez]

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
2 419000000 14 40.4 QAM256 2
1 411000000 14 40.9 QAM256 1
3 427000000 14.2 40.9 QAM256 3
4 435000000 13.3 40.9 QAM256 4
5 443000000 13.9 40.9 QAM256 5
6 451000000 14.3 40.9 QAM256 6
7 459000000 13.9 40.4 QAM256 7
8 467000000 14.5 40.4 QAM256 8
9 475000000 14.6 40.9 QAM256 9
10 483000000 14.3 40.9 QAM256 10
11 491000000 15.1 40.4 QAM256 11
12 499000000 14.8 40.9 QAM256 12
13 507000000 14.4 40.9 QAM256 13
14 515000000 15.3 40.4 QAM256 14
15 523000000 15 40.9 QAM256 15
16 531000000 15 40.4 QAM256 16
17 539000000 15 40.4 QAM256 17
18 547000000 14.7 40.9 QAM256 18
19 555000000 15.4 40.4 QAM256 19
20 563000000 15.6 40.9 QAM256 20
21 571000000 14.8 40.9 QAM256 21
22 579000000 14.9 40.9 QAM256 22
23 587000000 14.7 40.4 QAM256 23
24 595000000 14.4 40.9 QAM256 24
25 603000000 15 40.4 QAM256 25
26 611000000 14.1 40.4 QAM256 26
27 619000000 14 40.4 QAM256 27
28 627000000 14.3 40.4 QAM256 28
29 635000000 13.8 40.9 QAM256 29
30 643000000 13.7 40.9 QAM256 30
31 651000000 13.4 40.4 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
2 Locked 40.366287 0 0
1 Locked 40.946209 0 0
3 Locked 40.946209 0 0
4 Locked 40.946209 0 0
5 Locked 40.946209 0 0
6 Locked 40.946209 0 0
7 Locked 40.366287 0 0
8 Locked 40.366287 0 0
9 Locked 40.946209 0 0
10 Locked 40.946209 0 0
11 Locked 40.366287 0 0
12 Locked 40.946209 0 0
13 Locked 40.946209 0 0
14 Locked 40.366287 0 0
15 Locked 40.946209 0 0
16 Locked 40.366287 0 0
17 Locked 40.366287 0 0
18 Locked 40.946209 0 0
19 Locked 40.366287 0 0
20 Locked 40.946209 0 0
21 Locked 40.946209 0 0
22 Locked 40.946209 0 0
23 Locked 40.366287 0 0
24 Locked 40.946209 0 0
25 Locked 40.366287 0 0
26 Locked 40.366287 0 0
27 Locked 40.366287 0 0
28 Locked 40.366287 0 0
29 Locked 40.946209 0 0
30 Locked 40.946209 0 0
31 Locked 40.366287 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 96 4K 1840 QAM4096 759

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 43 12.6 8203864 0

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 35 5120 KSym/sec QAM64 5
2 46200000 35 5120 KSym/sec QAM64 3
3 39400000 35 5120 KSym/sec QAM64 4
4 53700000 35.8 5120 KSym/sec QAM64 2
5 60300000 36.5 5120 KSym/sec QAM64 1
6 23600000 34.8 5120 KSym/sec QAM64 11

3.0 Upstream 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
5 ATDMA 0 0 0 0
6 ATDMA 0 0 0 0

sorry for multiple posts, couldn't figure out why it kepy coming up with errors when trying to post.

[Deez]

Anyone? 

[Deez]

Hello?

[Ayisha_B]

Hi @Deez 👋,

Welcome back to our Community Forums and thanks for your post. 

I am sorry to hear you've been experiencing issues with your service. Appreciate that must be frustrating and I would love to help you further!

I have ran some tests on our systems and can see your downstream power levels are out of specification. This can not be resolved remotely so I will pop you a PM now so we can get a technician visit arranged for you.

Hope to hear from you soon 😊

[Matthew_ML]

Hey Deez, thank you for reaching out and I am sorry to see you are having some connection issues.

I can see my colleague has actually send you a PM to look into in more depth.

You should be able to access this via the purple envelope in the right hand corner. Thanks 

[Deez]

Again, this morning i get home from work and within 10 minutes for modem going into a reboot loop for 10 minutes.

I was a bit slow replying the to the other PM but i've not had a response.

[Deez]

Hello, can you reply to my PM?

[Ayisha_B · Accepted solution]

Thanks for confirming the requested details via PM @Deez 
I've booked a technician for you to come out and have a look into the issue with your power levels. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes! 😊