Hi,
I keep getting intermittent outages over the last few months. Checking online with the status checker mentions that there are no issues in our area (which I understand only applies to there being a major outage). Checking the modem (Hub 3), it mentions that there is no ranging response. I've previously contacted Virgin about this, and they've sent over an engineer, as well as submitting a complaint, where they said it was a temporary issue with the area that had been resolved.
Because I've had this issue happening every now and again over the past few months, I set up a BQM which is available here: https://www.thinkbroadband.com/broadband/monitoring/quality/share/2a8bc283cb775d5e867e095a335a93b8c9...
Yesterday, when the issue happened, I requested an engineer for Friday. The internet seemed to have restored itself this morning so I cancelled the appointment, however it's happened again. I'm reluctant to request another engineer slot, as last time I had to pay the £25 fee as they said there was no issue while they were here.
I also have a Ubiquiti router set up internally, which is complaining that the Virgin connection regularly experiences high latency or packet loss.
I'm wondering if anyone has any insight into these outages, and whether there's anything that can be done to prevent them as they cause issues as I work from home and require an internet connection.
The modem status details are as follows, which as you can see the upstream channels seem to be stuck updating and remain empty (even after leaving it for 30 minutes).
Cable Modem Status
| Item | Status | Comments |
| Acquired Downstream Channel (Hz) | 451000000 | Ranging |
| Ranged Upstream Channel (Hz) | Update in progress | undefined |
| Provisioning State | Offline |
Downstream bonded channels
| Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
| 1 | 451000000 | -1 | 38 | 256 qam | 40 |
Downstream bonded channels
| Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
| 1 | Locked | 38.9 | 303 | 71 |
Upstream bonded channels
| Channel | Frequency (Hz) | Power (dBmV | Symbol Rate (ksps) | Modulation | Channel ID |
Upstream bonded channels
| Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
If there's any further information or logs I can provide to assist with this, please let me know.
Of course 5 minutes after I post, the upstream locks and it seems to have restored the internet connection. I'll do as you suggest and try a factory reset though to hopefully get a tech out. 👍 Do you happen to know why they don't support people using modem mode?
I've factory reset the Hub 3, and updated my BQM with the Router Mode IP address, and I'll leave it to collect some data.
It's was showing "Modem mode". Now (as I've factory reset to Router mode), it's showing "Online". I'm not sure what it was showing when the internet was out.
I've called the automated fault line and it says there are no local issues.
@Adduxi
What functions of the Hub can they test that they can't test in modem mode? Please don't say WiFi and Pods because the user doesn't need any of that from the Hub 3 in modem mode.
It's unusual for Adduxi to get something wrong. But when the Hub is in modem mode, it is doing the most important thing: Connecting the OP's router to the Internet. The illustrious Forum Team can check all of the performance parameters that concern the circuit's ability to deliver to the external router.
Glad you held your hands up! The Forum Team waste a lot of peoples' time with all this pinhole reset nonsense and putting the Hub into router mode. I really don't want to see VIPs trotting out the Virgin Media line.
There's nothing that a pinhole reset can do that a simple power reset cannot achieve.
The Forum Team is useful when you've got them to send a tech to deal with a customer's problem.
