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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. 

15 REPLIES 15

CC29
On our wavelength

So tonight, the problems have returned, around 8pm. Constantly switching between connected / connected without internet. Also not connecting via ethernet and V6 box shows no connection. After around an hour, internet seems stable on my S24, although internet radio, laptop and iPhone still not connecting properly. Router diagnostics tool showing wifi issues. Router logs as follows:

Time Priority Description
20-02-2024 02:18:03criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 00:32:48alertSW Download INIT - Via NMS
20-02-2024 00:32:48errorSW Upgrade Failed Before Download - Server not Present
19-02-2024 09:06:14errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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 21:08:24warningDynamic 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 21:08:24criticalNo 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 21:08:24warningRNG-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 21:08:24warningDynamic 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 21:08:23warningRNG-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 21:08:23warningREG-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 21:08:21criticalStarted 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;
 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1306000000142QAM 25622
21380000001.742QAM 2561
31460000001.742QAM 2562
41540000001.742QAM 2563
51620000001.742QAM 2564
6170000000242QAM 2565
71780000002.242QAM 2566
81860000002.343QAM 2567
91940000002.442QAM 2568
102020000002.342QAM 2569
112100000002.342QAM 25610
122180000002.342QAM 25611
132260000002.142QAM 25612
14234000000242QAM 25613
152420000001.942QAM 25614
162500000001.742QAM 25615
172580000001.742QAM 25616
182660000001.442QAM 25617
192740000001.242QAM 25618
202820000001.142QAM 25619
212900000001.242QAM 25620
222980000001.142QAM 25621
233140000000.942QAM 25623
243220000000.941QAM 25624
253300000000.942QAM 25625
26338000000142QAM 25626
273460000000.941QAM 25627
283540000000.741QAM 25628
293620000000.641QAM 25629
303700000000.841QAM 25630
313780000000.841QAM 25631
323860000000.541QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4200
2Locked4260
3Locked42170
4Locked4200
5Locked4200
6Locked4200
7Locked4200
8Locked4300
9Locked4200
10Locked4200
11Locked4200
12Locked4200
13Locked4200
14Locked4200
15Locked4200
16Locked4200
17Locked4270
18Locked4200
19Locked4200
20Locked4200
21Locked4200
22Locked4200
23Locked4200
24Locked4100
25Locked4200
26Locked4200
27Locked4100
28Locked4100
29Locked4130
30Locked41510
31Locked41110
32Locked4190

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)
159Locked410.5422132286574558
 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000037.35120QAM 641
15370000037.85120QAM 642
24620000037.35120QAM 643
33940000037.35120QAM 644
43260000037.35120QAM 645
52360000037.85120QAM 646

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA01470
1ATDMA01280
2ATDMA01290
3ATDMA01340
4ATDMA01260
5ATDMA01380
 

CC29
On our wavelength

So the issue reared it's ugly head again tonight, between 8pm and 10pm, as can be seen on the Thinkbroadband BQM link. Multiple drop outs, with the router switching between Connected and Connected without internet. Tried connecting a laptop via ethernet, still nothing. V6 box had no connectivity for catch up etc, and router diagnostics showed a wifi issue. The logs are as shown below.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13060000001.142QAM 25622
21380000001.742QAM 2561
31460000001.842QAM 2562
41540000001.742QAM 2563
51620000001.842QAM 2564
61700000002.142QAM 2565
71780000002.342QAM 2566
81860000002.443QAM 2567
91940000002.442QAM 2568
102020000002.442QAM 2569
112100000002.442QAM 25610
122180000002.442QAM 25611
132260000002.242QAM 25612
142340000002.142QAM 25613
15242000000242QAM 25614
162500000001.842QAM 25615
172580000001.742QAM 25616
182660000001.542QAM 25617
192740000001.342QAM 25618
202820000001.242QAM 25619
212900000001.342QAM 25620
222980000001.242QAM 25621
23314000000142QAM 25623
243220000000.941QAM 25624
25330000000142QAM 25625
263380000001.142QAM 25626
27346000000142QAM 25627
283540000000.841QAM 25628
293620000000.641QAM 25629
303700000000.941QAM 25630
313780000000.841QAM 25631
323860000000.641QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4200
2Locked4260
3Locked42170
4Locked4200
5Locked4200
6Locked4200
7Locked4200
8Locked4300
9Locked4200
10Locked4200
11Locked4200
12Locked4200
13Locked4200
14Locked4200
15Locked4200
16Locked4200
17Locked4270
18Locked4200
19Locked4200
20Locked4200
21Locked4200
22Locked4200
23Locked4200
24Locked4100
25Locked4200
26Locked4200
27Locked4200
28Locked4100
29Locked4130
30Locked41510
31Locked41110
32Locked4190

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)
159Locked410.73231698474558
 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000037.35120QAM 641
15370000037.85120QAM 642
24620000037.35120QAM 643
33940000037.35120QAM 644
43260000037.35120QAM 645
52360000037.35120QAM 646

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA01620
1ATDMA01651
2ATDMA01500
3ATDMA01720
4ATDMA01490
5ATDMA01840

Network Log

Time Priority Description
20-02-2024 21:40:52criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 21:40:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 21:40:47criticalReceived 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;
20-02-2024 02:18:03criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-02-2024 00:32:48alertSW Download INIT - Via NMS
20-02-2024 00:32:48errorSW Upgrade Failed Before Download - Server not Present
19-02-2024 09:06:14errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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 21:08:24criticalNo 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 21:08:24warningRNG-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 21:08:24warningRNG-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 21:08:24warningDynamic 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 21:08:23warningRNG-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 21:08:23warningREG-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 21:08:21criticalStarted 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 21:04:41errorD31 Secure software download can't start, Time of Day has not completed.
15-02-2024 21:04:41noticeREGISTRATION COMPLETE - Waiting for Operational status
 

Hi @CC29 

Thanks for providing the link again. 
I have also checked the systems at our side and cannot see anything that might be affecting your services. All your levels are good and there is currently no issues in the area. 

I can see from the BQM that all is looking good today. Please do keep us updated should you have any further concerns and we can check at our side for you for any issues that might be causing this. 

Here to help 🙂
Virgin Media Forums Agent
Carley

CC29
On our wavelength

Still getting issues, although down to once a week or so, still between 2000 and 2200. Last night's graph looks like this. 

CC29_0-1710792868144.png

 

Hello CC29.

Thanks for your reply.

Looking at a few things from here we can also see the connection has been dropping during the daytime as well.

Not sure if you are out at work during that time.

What I would like to do is arrange for an engineer to attend.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L
 

 

Hello CC29.

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment on your preferred day. To view this please sign in to My Virgin Media here My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let me know.

I have also sent the time and date by private message as well.

Can you also please let me know how the visit went.

Gareth_L