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Hub 5 no internet connection

CC29
On our wavelength

For the last five days or so my Hub 5 has stopped connecting to the internet in the evenings, mainly between 7pm and 10pm. Last night, it was off for around an hour, despite a reboot, and even when it did come on, it took another hour or so before the Xbox and Ring doorbell would reconnect. Tried reporting it via the chat but gave up after an hour. Is there anything that anyone could recommend, such as changing the broadcast channels, before I get onto the technical support teams. 

1 ACCEPTED SOLUTION

Accepted Solutions

jbrennand
Very Insightful Person
Very Insightful Person

"Can I just clarify that you only need me to upload the downstream, upstream and network logs "

No - as I said above it is the tables of data that are of interest....

"Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages."

 

______________


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

See where this Helpful Answer was posted

15 REPLIES 15

jbrennand
Very Insightful Person
Very Insightful Person

Follow these steps...

First thing is to check for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then 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 and fix estimates, down to street cab/ postcode level.

_______________

If nothing is being reported there... can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?
____________________________

If it is affecting ethernet connections can you do this.....

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality


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John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

CC29
On our wavelength

Thanks for this. I have not lost connection for the last two days, so I've set up the BQM on Thinkbroadband as a start. Can I just clarify that you only need me to upload the downstream, upstream and network logs if there is an issue that affects both wifi and ethernet, I can't tell at the moment as I have nothing connected on ethernet so I was waiting for the next outage to plug my laptop in to an ethernet port and check. Just for info though, the current Network data looks like this

Time Priority Description

15-02-2024 21:16:00criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:35noticeREGISTRATION COMPLETE - Waiting for Operational status
15-02-2024 21:08:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24warningDynamic Range Window violation
15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24warningDynamic Range Window violation
15-02-2024 21:08:24warningDynamic Range Window violation
15-02-2024 21:08:24warningDynamic Range Window violation
15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:24warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:23warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:23warningDynamic Range Window violation
15-02-2024 21:08:23warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:21criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:18noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:11warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:10criticalDHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:08:00noticeHonoring MDD; IP provisioning mode = IPv4
15-02-2024 21:07:50criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:07:47warningToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:07:46criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:41warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:41errorD31 Secure software download can't start, Time of Day has not completed.
15-02-2024 21:04:41noticeREGISTRATION COMPLETE - Waiting for Operational status
15-02-2024 21:04:38criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:31criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:30criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2024 21:04:28warningDynamic Range Window violation

jbrennand
Very Insightful Person
Very Insightful Person

"Can I just clarify that you only need me to upload the downstream, upstream and network logs "

No - as I said above it is the tables of data that are of interest....

"Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages."

 

______________


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

CC29
On our wavelength

Thanks.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13060000000.942QAM 25622
21380000001.942QAM 2561
31460000001.442QAM 2562
41540000001.642QAM 2563
51620000001.842QAM 2564
61700000001.942QAM 2565
71780000002.142QAM 2566
81860000002.343QAM 2567
91940000002.542QAM 2568
102020000002.342QAM 2569
112100000002.142QAM 25610
122180000002.242QAM 25611
132260000002.242QAM 25612
142340000002.242QAM 25613
152420000001.742QAM 25614
162500000001.642QAM 25615
17258000000242QAM 25616
182660000001.442QAM 25617
192740000000.942QAM 25618
20282000000142QAM 25619
212900000001.342QAM 25620
222980000001.442QAM 25621
233140000000.742QAM 25623
243220000000.942QAM 25624
25330000000142QAM 25625
263380000000.942QAM 25626
273460000000.741QAM 25627
283540000000.541QAM 25628
293620000000.741QAM 25629
303700000001.141QAM 25630
313780000000.541QAM 25631
323860000000.341QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4200
2Locked4240
3Locked4270
4Locked4200
5Locked4200
6Locked4200
7Locked4200
8Locked4300
9Locked4200
10Locked4200
11Locked4200
12Locked4200
13Locked4200
14Locked4200
15Locked4200
16Locked4200
17Locked4230
18Locked4200
19Locked4200
20Locked4200
21Locked4200
22Locked4200
23Locked4200
24Locked4200
25Locked4200
26Locked4200
27Locked4100
28Locked4100
29Locked4120
30Locked41380
31Locked41100
32Locked4180

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked410.3218088221739386
 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000037.35120QAM 641
15370000037.85120QAM 642
24620000037.85120QAM 643
33940000037.85120QAM 644
43260000037.35120QAM 645
52360000037.85120QAM 646

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0130
1ATDMA0110
2ATDMA0130
3ATDMA0140
4ATDMA0110
5ATDMA0130
 
 

jbrennand
Very Insightful Person
Very Insightful Person

All those numbers are in range and look good. 

But something clearly went awry on the 15th as witnessed by the logs.. I dont suppose you have the BQM  covering those times do you? If so post it up - and a link to your live BQM.

It may well be something were aware of their network and fixing it so all is well now.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Can someone tell me where to find this info?
Having issues myself, posted a thread, but cant seem to see any of this info

CC29
On our wavelength

Hi John,

Many thanks for you help so far. Unfortunately, I only created the live BQM today so it won't show what happened on 15th. I did check the service status on that day, and all the others I'd had issues, and couldn't see anything that suggested it was a known fault. Here's the link to the live BQM.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/985a7a129be8a0545492561dc567589091c3c2cc

This link is showing as broken sorry, please could you re- attach it so we can take a look?

 

Matt - Forum Team


New around here?

CC29
On our wavelength

Hi Matt, link attached.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/985a7a129be8a0545492561dc567589091c3c2cc