Virgin Media Community

[AdamNixonDNine]

I had Virgin installed on Tuesday with a Hub 3 and every day since having it installed I've had to restart the hub at random times throughout the day as the Hub completely loses connection. Here's the most recent example of what the network log gets spammed with each time:

10/03/2023 19:38:14 critical No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

Ranging Request Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0;

Does anyone know if there's a way to fix this? Let me know if any more info is needed.

[AdamNixonDNine]

I've been getting the error '(Partial Service (US only))' on the Hub 3 page. Here's various numbers if they're useful:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	251000000	Locked
Ranged Upstream Channel (Hz)	49600000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	251000000	0.5	38	256 qam	15
2	139000000	2.9	38	256 qam	1
3	147000000	2.7	38	256 qam	2
4	155000000	2.7	38	256 qam	3
5	163000000	2.5	38	256 qam	4
6	171000000	2.7	38	256 qam	5
7	179000000	2.5	38	256 qam	6
8	187000000	2.5	38	256 qam	7
9	195000000	2.5	38	256 qam	8
10	203000000	2.4	38	256 qam	9
11	211000000	2.2	38	256 qam	10
12	219000000	2	38	256 qam	11
13	227000000	1.7	38	256 qam	12
14	235000000	0.7	38	256 qam	13
15	243000000	0	38	256 qam	14
16	259000000	1.2	38	256 qam	16
17	267000000	2	38	256 qam	17
18	275000000	2.2	38	256 qam	18
19	283000000	2.7	38	256 qam	19
20	291000000	3	40	256 qam	20
21	299000000	3.5	38	256 qam	21
22	307000000	3.5	38	256 qam	22
23	315000000	3.9	40	256 qam	23
24	323000000	4.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	1	17
2	Locked	38.9	5	0
3	Locked	38.6	5	0
4	Locked	38.9	16	0
5	Locked	38.6	0	0
6	Locked	38.6	5	0
7	Locked	38.9	5	0
8	Locked	38.6	5	0
9	Locked	38.9	4	0
10	Locked	38.6	5	0
11	Locked	38.6	3	0
12	Locked	38.9	4	0
13	Locked	38.6	5	0
14	Locked	38.6	1	0
15	Locked	38.9	8	0
16	Locked	38.6	0	0
17	Locked	38.6	5	0
18	Locked	38.9	5	0
19	Locked	38.9	5	0
20	Locked	40.3	5	0
21	Locked	38.9	4	0
22	Locked	38.9	5	0
23	Locked	40.3	5	0
24	Locked	40.3	6	0

Upstream bonded channels

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

1	49600000	44.8	5120	64 qam	1
2	30100064	44.3	5120	64 qam	4
3	43100000	44.5	5120	64 qam	2
4	36600000	44.5	5120	64 qam	3
5	23600000	43.8	5120	16 qam	5

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
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[AdamNixonDNine]

[AdamNixonDNine]

Just as a summary of the steps I've currently taken with Virgin Media:

Received self install kit on 4th March as advisor stated that Virgin Media already has a socket at the property. Socket was 20+ years old and was disconnected so an engineer was booked for the 7th. (3 days without connection). Engineer came, installed the socket, ran some tests and all was well. That evening, the internet cut out twice.

The next day, I called the support line and the person on the other end stated that there was an issue in my area which would be resolved within 24 hours (turns out there was no issue in my area)

24 hours later, the issue was still persisting. I called again and was told that the issue would be fixed within 24 hours as an 'engineer is taking a look outside right now'.

24 hours later, the issue was still persisting. I called again and was told by somebody else that they are setting up an internet monitor and that the issue will be resolved in 24 hours.

24 hours later the issue was still persisting.Twitter support confirmed there's no issue in my area and asked me to set up the internet quality monitor in the post above. The result of that shows major latency spikes, coinciding with packet loss, resulting in a complete disconnection of the Hub 3.

Now on the 6th day of intermittent connection and 9th day of issues.

[jbrennand]

A VM person will respond here soon. Perhaps tomorrow.

[Lee_R]

Hi @AdamNixonDNine thanks for posting and welcome to our community.

Sorry to hear you're having ongoing connection issues and for any inconvenience this may be causing you. We've taken a look on our systems and I'd like to book a technician to attend your property. I am going to send you a private message so we can confirm some details. Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[Lee_R]

Hi @AdamNixonDNine, thanks for getting back to me privately.  
I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults as not being caused by our network/equipment 
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed. 
Do please let us know how the appointment goes. 

Regards

Lee_R