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Intermittent broadband - please help!

Hi,

Been having problems with broadband intermittently not being able to connect to the internet on both wi-fi and ethernet since Thursday 29th October. Connection returned until Sunday 1st November but went again on Tuesday 3rd November. Have managed to get it back now after performing a reset and running Virgin Media's Service Status test. It's an absolute nightmare trying to get anywhere on the phone with Virgin, tried all afternoon and evening but can't speak to anyone and keep getting cut off. Tried booking an engineer appointment using my mobile internet but on the last click to confirm the booking the error message 'Sorry there's a problem' was displayed so the booking hasn't gone through!

The wi-fi light, power light and internet light have been flashing green. Have got a Hub 3.0. I've checked all the cable connections and they're not loose. 

Service status says no known issues in my area so am wondering if there is a fault with the hub? Only had it since April.

I've checked the router status and will post the readings separately underneath the post. If someone would be so kind as to let me know what this means please I'd really appreciate it.

Hope somebody can help soon.

Thanks,

Hannah

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Re: Intermittent broadband - please help!

Network Log

Time Priority Description

03/11/2020 23:46:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 22:29:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 17:36:21Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 17:36:21criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 17:36:21criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 17:36:1criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 17:22:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 17:22:19ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 17:06:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 17:06:25ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 15:29:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 15:28:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 15:28:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 15:28:19Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 21:25:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 14:56:7criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 12:55:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 12:55:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 12:55:16Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Intermittent broadband - please help!

Downstream bonded channels

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

1467000000-5.537256 qam28
2187000000-5.737256 qam7
3195000000-5.537256 qam8
4203000000-5.537256 qam9
5211000000-5.437256 qam10
6219000000-5.237256 qam11
7227000000-537256 qam12
8235000000-4.737256 qam13
9243000000-4.737256 qam14
10251000000-4.737256 qam15
11259000000-4.537256 qam16
12267000000-4.538256 qam17
13275000000-4.538256 qam18
14283000000-4.738256 qam19
15291000000-4.537256 qam20
16299000000-4.737256 qam21
17307000000-4.738256 qam22
18315000000-4.737256 qam23
19323000000-4.537256 qam24
20443000000-5.437256 qam25
21451000000-5.537256 qam26
22459000000-5.537256 qam27
23475000000-5.437256 qam29
24483000000-5.437256 qam30



Downstream bonded channels

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

1Locked37.350
2Locked37.350
3Locked37.650
4Locked37.650
5Locked37.650
6Locked37.650
7Locked37.350
8Locked37.650
9Locked37.350
10Locked37.660
11Locked37.650
12Locked38.660
13Locked38.650
14Locked38.660
15Locked37.660
16Locked37.300
17Locked38.640
18Locked37.670
19Locked37.600
20Locked37.670
21Locked37.360
22Locked37.640
23Locked37.340
24Locked37.300
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Re: Intermittent broadband - please help!

Upstream bonded channels

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

1326000005.1512064 qam5
2394000005.1512064 qam4
3462000005.1512064 qam3
4258001085.1512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Alessandro Volta
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Re: Intermittent broadband - please help!

Your Upstream Power Levels are maxed out.

This will need an engineer to put right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: Intermittent broadband - please help!

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Intermittent broadband - please help!

Thanks v much for your help & getting back to me. Pleased to stay the problem now is fixed, hope it stays that way!

Thanks again,

Hannah

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