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Intermittent internet connection

jaseclarkson
Joining in

Hi, 

I got 2 weeks ago a replacement hub from hub 2 to hub 3. 

The internet was intermittent on hub 2 and that is why I got hub 3. The problem is still occuring. It is not WiFi issue, even on Ethernet the connection goes down. Network Status shows issues. I reset the hub after the initial installation. 

Spoke to support and I got told that they are refreshing the signal to fix my problem. The problem is not fixed.

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1 ACCEPTED SOLUTION

Accepted Solutions

RT123
On our wavelength

Looks like an engineer is needed - you can either wait a few days for a forum team member to respond or contact Virgin Media on X (@VirginMedia) or Facebook.

Some of the downstream power levels are too low and you are missing 4 upstream channels. The upstream power levels are also very high.

I do not work for VM, just trying to help!

See where this Helpful Answer was posted

8 REPLIES 8

jbrennand
Very Insightful Person
Very Insightful Person

Post up all the data as per this.....

____________________________

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


--------------------
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.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1155000000-935256 qam3
2139000000-9.734256 qam1
3147000000-9.534256 qam2
4163000000-9.435256 qam4
5171000000-9.735256 qam5
6179000000-10.434256 qam6
7187000000-9.934256 qam7
8195000000-1034256 qam8
9203000000-1035256 qam9
10211000000-10.734256 qam10
11219000000-11.233256 qam11
12227000000-11.433256 qam12
13235000000-11.233256 qam13
14307000000-12.932256 qam22
15315000000-12.732256 qam23
16323000000-13.432256 qam24
17331000000-1332256 qam25
18339000000-12.732256 qam26
19347000000-13.831256 qam27
20355000000-14.431256 qam28
21363000000-14.531256 qam29
22371000000-1431256 qam30
23379000000-13.731256 qam31
24387000000-14.231256 qam32


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked3573381550
2Locked34.434264871
3Locked34.41134741215
4Locked35138471511
5Locked35169431368
6Locked34.4459451168
7Locked34.9118851178
8Locked34.9173091144
9Locked35107041258
10Locked34.4319331252
11Locked33.82702661095
12Locked33.315615681054
13Locked33.8179652662
14Locked32.92788354610
15Locked32.92750874398
16Locked32.38574353264
17Locked32.216511721164
18Locked32.312622140145
19Locked31.929244664431
20Locked31.646151619883
21Locked31.4648832411152
22Locked31.6699082291296
23Locked31.6541911551029
24Locked31.491533339758

Upstream bonded channels

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

12360000057512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030

Network Log
Time Priority Description
05/05/2024 22:17:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2024 15:21:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2024 09:14:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2024 09:14:36criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/05/2024 09:13:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

RT123
On our wavelength

Looks like an engineer is needed - you can either wait a few days for a forum team member to respond or contact Virgin Media on X (@VirginMedia) or Facebook.

Some of the downstream power levels are too low and you are missing 4 upstream channels. The upstream power levels are also very high.

I do not work for VM, just trying to help!

jaseclarkson
Joining in

An engineer came in today replaced cables and splitters and something outside the house and the signal is better now. Thank you for your help. 

Hey @jaseclarkson,

Welcome to the Community Forums and thanks for the post.

Sorry to see you have been having these issues, I can see since your original post you have had a conversation with our team, were they able to assist you further with this?

Joe 

Hey @jaseclarkson,

Great to hear that this has now been fixed, if you do need anything further from us please do let us know and we would be more than happy to look into this with you.

Joe