Menu
Reply
Highlighted
  • 17
  • 0
  • 0
On our wavelength
345 Views
Message 1 of 12
Flag for a moderator

No Internet

Hi,

I had to reboot our router Yesterday and now we haven't had Internet for 12 hours. This has happened before and I booked and engineers visit but we left it overnight and it came back up, this time it hasn't come back up.

Status page on the router says 'Internet Access Denied' and the logs are filled with 'No ranging response, T3 timeout' errors.

The upstream tab also shows no information.

Please help! We both work from home and we can't work at the moment!

SmartSelect_20200730-065159_Chrome.jpgSmartSelect_20200730-065220_Chrome.jpgSmartSelect_20200730-065241_Chrome.jpgSmartSelect_20200730-065134_Chrome.jpgSmartSelect_20200730-065257_Chrome.jpg

SmartSelect_20200730-065901_Chrome.jpg

Tags (2)
0 Kudos
Reply
Highlighted
  • 7.01K
  • 517
  • 907
Legend
323 Views
Message 2 of 12
Flag for a moderator

Re: No Internet

Which Hub do you have ?

Which lights are illuminated on the Hub ?

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

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


My Broadband Ping - 26_Aug_2020
0 Kudos
Reply
Highlighted
  • 17
  • 0
  • 0
On our wavelength
319 Views
Message 3 of 12
Flag for a moderator

Re: No Internet

Hi Mike,

I have a Hub 3.0 and the lights go between the following:

Solid Green Power + Solid Green WiFi + Flashing Internet Connection

Flashing Green Power + Solid Green WiFi + No Internet Connection Light

 

0 Kudos
Reply
Highlighted
  • 7.01K
  • 517
  • 907
Legend
316 Views
Message 4 of 12
Flag for a moderator

Re: No Internet

Check on this page ...

https://www.virginmedia.com/help/diagnostics/i-cant-connect/hub-online-wifi-off

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

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


My Broadband Ping - 26_Aug_2020
0 Kudos
Reply
Highlighted
  • 17
  • 0
  • 0
On our wavelength
308 Views
Message 5 of 12
Flag for a moderator

Re: No Internet

All connections checked, rebooted via the UI, issue persists with same log information

I've done the status checker multiple times this morning but it just keeps telling me to check connections and reboot

Thanks

0 Kudos
Reply
Highlighted
  • 3.02K
  • 168
  • 278
Forum Team
Forum Team
231 Views
Message 6 of 12
Flag for a moderator

Re: No Internet

Hi ElliotTrim1993,

 

Sorry to hear about your internet woes. I'm unable to check your details but are you still having problems with it? Please let us know if you are so we can help.

 

Thanks,

 

Lisa

0 Kudos
Reply
Highlighted
  • 17
  • 0
  • 0
On our wavelength
205 Views
Message 7 of 12
Flag for a moderator

Re: No Internet

Hi Lisa,

We had an engineer booked for Saturday but we canceled because the Internet miraculously came back on and stayed stable. It's been stable for a few days now, until I plugged a network cable into the router.

No power cables were disturbed, the router wasn't rebooted, all I've done is plug a network cable in and I'm getting T3 timeout errors again and the Internet will not come up.

Same information as first posted on when this was first raised.

Please can you send a replacement router

Tags (2)
0 Kudos
Reply
Highlighted
  • 17
  • 0
  • 0
On our wavelength
181 Views
Message 8 of 12
Flag for a moderator

Re: No Internet

Can anyone please help? This is 48+ hours in the last two weeks with no service

I posted another thread asking a member of the forum team to look at this but was told to post on here (which I've already done), but I still haven't heard anything

Tags (2)
0 Kudos
Reply
Highlighted
  • 6.1K
  • 311
  • 541
Forum Team
Forum Team
156 Views
Message 9 of 12
Flag for a moderator

Re: No Internet

Hi ElliotTrim1993

 

Sorry for the delayed reply. I've not been able to locate your account with the forum details provided. 

 

How's the broadband been since posting? Let me know if you need further assistance.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos
Reply
Highlighted
  • 17
  • 0
  • 0
On our wavelength
144 Views
Message 10 of 12
Flag for a moderator

Re: No Internet

Hi John,

It eventually came back up again but have had a few dips since.

We are worried that if we have to reboot the router again it will happen again, or if we even plug anything into it.

Do you think we could be sent a new router to try?

Thanks,

0 Kudos
Reply