on 23-06-2021 16:21
Hi
I am getting regular, short interruptions in broadband and am getting a bit frustrated.
Sometimes the lights start flashing, sometimes they don’t.
I am concerned it is a wiring issue but I cant seem to find a way to ask someone to check wiring.
My neighbours don’t seem to have an issue and I check the status page each time but no area issues. My neighbours do have the Superhub 4 and I have the 3.
Apart from obviously visually checking, I don’t know how to check if the wiring is an issue.
If anyone can give any advice I would be really grateful!
Answered! Go to Answer
on 15-07-2021 10:40
You have a problem with downstream power levels - some are too high, and the range is too wide. I'll mark that for staff to advise. Usually this is a straightforward fix for the field team, although very occasionally intermittent faults can be a real pain to track down and take longer.
on 23-06-2021 16:22
on 25-06-2021 17:42
Thanks for your post and for reaching out to the Community Forums, Tansleypete,
Sorry to hear that you have been having connection issues, have things improved since your post?
Can you confirm which lights are flashing: https://www.virginmedia.com/help/virgin-media-what-do-the-lights-on-your-hub-mean
Is the hub connected to the mains or is it an extension?
Cheers,
Corey C
on 15-07-2021 10:35
Hi All
Really sorry for the delay in replying - really busy time.
This is the Status tab
Acquired Downstream Channel (Hz) | 259000000 | Locked |
Ranged Upstream Channel (Hz) | 32600059 | Locked |
Provisioning State | Online |
This is the Downstream tab
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 259000000 | 6.3 | 38 | 256 qam | 16 |
2 | 139000000 | 11.5 | 38 | 256 qam | 1 |
3 | 147000000 | 11 | 38 | 256 qam | 2 |
4 | 155000000 | 10.5 | 38 | 256 qam | 3 |
5 | 163000000 | 10.4 | 38 | 256 qam | 4 |
6 | 171000000 | 9.6 | 38 | 256 qam | 5 |
7 | 179000000 | 9 | 38 | 256 qam | 6 |
8 | 187000000 | 9 | 38 | 256 qam | 7 |
9 | 195000000 | 8.5 | 38 | 256 qam | 8 |
10 | 203000000 | 8.1 | 38 | 256 qam | 9 |
11 | 211000000 | 7 | 38 | 256 qam | 10 |
12 | 219000000 | 7.1 | 38 | 256 qam | 11 |
13 | 227000000 | 6.8 | 37 | 256 qam | 12 |
14 | 235000000 | 5.3 | 37 | 256 qam | 13 |
15 | 243000000 | 5.3 | 37 | 256 qam | 14 |
16 | 251000000 | 5.5 | 38 | 256 qam | 15 |
17 | 267000000 | 6.3 | 38 | 256 qam | 17 |
18 | 275000000 | 7.5 | 38 | 256 qam | 18 |
19 | 283000000 | 6.1 | 37 | 256 qam | 19 |
20 | 291000000 | 5.6 | 38 | 256 qam | 20 |
21 | 299000000 | 7.4 | 38 | 256 qam | 21 |
22 | 307000000 | 6.8 | 38 | 256 qam | 22 |
23 | 315000000 | 5.9 | 38 | 256 qam | 23 |
24 | 323000000 | 6.5 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 1129 | 132 |
2 | Locked | 38.9 | 27410 | 963 |
3 | Locked | 38.6 | 6389 | 685 |
4 | Locked | 38.6 | 5243 | 663 |
5 | Locked | 38.6 | 4545 | 430 |
6 | Locked | 38.6 | 4374 | 401 |
7 | Locked | 38.6 | 3892 | 401 |
8 | Locked | 38.6 | 3229 | 222 |
9 | Locked | 38.6 | 2902 | 248 |
10 | Locked | 38.6 | 2723 | 200 |
11 | Locked | 38.6 | 2546 | 244 |
12 | Locked | 38.6 | 2191 | 188 |
13 | Locked | 37.6 | 2155 | 203 |
14 | Locked | 37.6 | 2106 | 197 |
15 | Locked | 37.6 | 1853 | 114 |
16 | Locked | 38.6 | 1602 | 161 |
17 | Locked | 38.6 | 982 | 240 |
18 | Locked | 38.9 | 845 | 111 |
19 | Locked | 37.3 | 853 | 112 |
20 | Locked | 38.6 | 755 | 284 |
21 | Locked | 38.6 | 602 | 78 |
22 | Locked | 38.6 | 587 | 142 |
23 | Locked | 38.9 | 484 | 105 |
24 | Locked | 38.6 | 450 | 94 |
I will post the others separately.
on 15-07-2021 10:37
This is the Upstreamand Configuration
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 32600059 | 36 | 5120 | 64 qam | 3 |
2 | 39400043 | 36.8 | 5120 | 64 qam | 2 |
3 | 25800005 | 35.5 | 5120 | 64 qam | 4 |
4 | 46200050 | 37.8 | 5120 | 64 qam | 1 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt060-b.cm |
Primary Downstream Service Flow
SFID | 1995812 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 1995811 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
on 15-07-2021 10:37
This is the Network Log
Network Log
Time Priority Description
15/07/2021 09:09:35 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/07/2021 03:31:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
15/07/2021 00:57:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 18:05:10 | critical | Received 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; |
14/07/2021 18:01:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 18:00:57 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 18:00:57 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 18:00:14 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 17:56:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 16:46:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 16:43:0 | critical | Received 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; |
14/07/2021 16:38:47 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 16:38:23 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 16:38:23 | critical | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 16:37:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 13:30:17 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 13:24:19 | critical | Received 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; |
14/07/2021 13:20:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/07/2021 13:18:58 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/07/2021 21:22:50 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 15-07-2021 10:40
You have a problem with downstream power levels - some are too high, and the range is too wide. I'll mark that for staff to advise. Usually this is a straightforward fix for the field team, although very occasionally intermittent faults can be a real pain to track down and take longer.
on 15-07-2021 10:51
What exactly does that mean? Sorry I am not great with Broadband terminology.
Is it a physical or a software/router issue?
on 15-07-2021 10:53
Hi Tansleypete,
Thank you for your post and welcome to the community.
I'm very sorry to hear about the broadband issue you're having.
I have been able to locate your account and would like to look into this.
I will send you a private message to get some details.
^Martin
on 15-07-2021 12:05
You have a problem with downstream power levels - some are too high, and the range is too wide.
What exactly does that mean? Sorry I am not great with Broadband terminology.
Is it a physical or a software/router issue?