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Intermittent connection hub 3

There was an outage in my area yesterday because of which my broadband, TV were affected for the day. My service status shows that all the services were restored yesterday in the evening however since then I have been facing intermittent internet connectivity issue. The internet is connected is for a few mins and suddenly gets disconnected with the hub showing different lights flashing on the front. This happens at least 4-5 times in an hour and I am unable to work from home. I have tried rebooting the hub as well as reset the hub multiple times, have checked all wires connected but the problem persists. What is frustrating is when I call the customer care number it cuts off after waiting for 45 mins. I have tried your webchat option as well but except for an autobot reply no one has been able to help. I feel helpless as the problem continues and I don't know how to fix it. I am a new customer and this is a frustrating experience. Please help out.

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Alessandro Volta
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Re: Intermittent connection hub 3

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

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

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


My Broadband Ping - 26_Aug_2020

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Re: Intermittent connection hub 3

I tried rebooting as per the advice. However the problem is still not resolved. Is there anything else that can be done to fix this issue.

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Alessandro Volta
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Re: Intermittent connection hub 3

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 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.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

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

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


My Broadband Ping - 26_Aug_2020

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Re: Intermittent connection hub 3

My BQM

 

Downstream bonded channels

 

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

402750000

-22.3

27

256 qam

30

2

202750000

-18.5

30

256 qam

9

3

210750000

-18.9

30

256 qam

10

4

218750000

-19.4

30

256 qam

11

5

226750000

-19.5

29

256 qam

12

6

234750000

-20.9

28

256 qam

13

7

242750000

-22.7

27

256 qam

14

8

250750000

-22.5

27

256 qam

15

9

258750000

-21

28

256 qam

16

10

266750000

-20.5

29

256 qam

17

11

274750000

-20.8

29

256 qam

18

12

282750000

-20.4

29

256 qam

19

13

290750000

-20

29

256 qam

20

14

298750000

-19.9

29

256 qam

21

15

306750000

-20

29

256 qam

22

16

314750000

-20.4

29

256 qam

23

17

322750000

-19.5

29

256 qam

24

18

330750000

-19.8

29

256 qam

25

19

370750000

-20.2

29

256 qam

26

20

378750000

-22

27

256 qam

27

21

386750000

-23.4

27

256 qam

28

22

394750000

-22.8

27

256 qam

29

23

410750000

-22

27

256 qam

31

24

418750000

-23

27

256 qam

32




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

27.8

6773595

19478

2

Locked

30.6

592840

0

3

Locked

30.3

974385

0

4

Locked

30

1373849

0

5

Locked

29.8

1977422

0

6

Locked

28.9

3887378

1

7

Locked

27.6

5496669

59873

8

Locked

27.7

5490440

18293

9

Locked

28.6

4407109

3

10

Locked

29.2

3182630

0

11

Locked

29.2

3243678

0

12

Locked

29.4

2677453

0

13

Locked

29.6

2063283

0

14

Locked

29.3

2706190

0

15

Locked

29.4

2522755

0

16

Locked

29.2

2965481

0

17

Locked

29.7

1875890

0

18

Locked

29.7

2018475

0

19

Locked

29.2

3027219

0

20

Locked

27.7

5497409

24331

21

Locked

27

4760355

868641

22

Locked

27.3

5421772

189758

23

Locked

27.6

5511532

45515

24

Locked

27.3

5346767

272365

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

5.4

5120

32 qam

3

2

39400000

5.396

5120

16 qam

4




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

23/10/2020 19:57:44

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:57:26

Error

Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:57:8

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:57:3

Error

DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:57:0

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:56:46

Error

DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:55:20

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:52:44

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:51:41

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:51:38

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:51:24

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:51:22

Error

Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:51:15

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:50:18

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:50:18

Error

Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:48:58

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:48:52

Error

Service Delete Response rejected - Invalid Transaction;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:46:30

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:43:48

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/10/2020 19:34:20

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Alessandro Volta
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Re: Intermittent connection hub 3

Your Hub Power Levels are all over the place and 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
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Alessandro Volta
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Re: Intermittent connection hub 3

Downstream too low and upstream too high.

Unless there’s an area issue reported you need an engineer for sure. 


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Re: Intermittent connection hub 3

Thank you for your help in identifying the issue. How do I book an engineer visit? Do I need to do anything for one of your VM forum engineer to come along to fix the issue?

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Re: Intermittent connection hub 3


@Svshahare wrote:

Thank you for your help in identifying the issue. How do I book an engineer visit? Do I need to do anything for one of your VM forum engineer to come along to fix the issue?


See Post #6

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

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


My Broadband Ping - 26_Aug_2020

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Re: Intermittent connection hub 3

Hello Svshahare,

Thanks for using the forums to get this issue with your internet looked into, I am sorry if this has been causing some frustration. 

I have already taken the time to look into your services on my side and can see there is an area outage at the moment which is having an adverse affect on your broadband, TV and landline, however this is estimated to be fixed today by 6pm tonight. 

I am of course not saying this is the cause of your original issue, but we will need to wait until this outage is fixed fully before investigating further. 

Please check back in tomorrow and we will be happy to look into it further for you 🙂

Thanks for your patience. 

Thanks, 

Megan_L

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