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No internet in Tonbridge

Looking at the hub 3 log it is full of "No Ranging Response received - T3 timeout....." And " Received Response to Broadcast Maintenance Request, But no Unicast Maintenance Opportunities received -T4 timeout....." As ever virgin media web page (on my O2 phone) says all is fine. What can I do? Calling the help number gets no answer.

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Re: No internet in Tonbridge

Have you looked for "known problems"

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b.- the UK call centre is still picking up and calling at 08.00 gives the best chance of getting through quickly, although I got through recently in 20' at ~1pm midweek.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: No internet in Tonbridge

Thanks John, 

But all the neighbors who use virgin media on our street are suffering the same issue. Two of them have got through on the 1111 number and have been told to reboot their hub (as always) but the problem is obviously not the hub or it's connections as all 8 of us have the same issue. The 0800 number you gave is still saying that there are no known problems and everything is fine. 

Anything else I can do?

Thanks again

 

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Re: No internet in Tonbridge

OK - lets take a look at the connection details so obvious problems will show and can be fed into VM - can you do this please.
_______________________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before - unless you have the New Hub4 when you do] So click on the “router status” icon at top right (SH2’s) or text at bottom-middle of first page up (on a Hub3) and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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.

Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” (as per instructions on the TB website) when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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mm that all the Virgin media customers on my street were Re: No internet in Tonbridge

Calling 150 most of yesterday afternoon and evening I eventually got to talk to someone at 08:05 this morning. He insisted on arranging for an engineer to come to my house despite me telling him that all the Virgin Media customers on my street were suffering the same issue, so surely not my Hub or its connections. Anyway the engineer was booked for the earliest possible time, 4th. December! 

However the check your status page has finally registered that there is an issue. I am convinced that this page is not driven by any automatic network monitoring, but by the number of calls that Virgin receive from a particular post code, as it ALLWAYS lags many hours after I encounter issues. Also the 150 message changed to say that an engineer is on the case and fix is expected by 4:20 today. Not sure what happens on the 4th. December when the engineer arrives, but I will probably have switched supplier by then. Consensus on our street group is that BT is a far batter service here.

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Re: No internet in Tonbridge

Posts crossed.

I am at work at the moment tethered to my phones hot spot, so will have to wait until later to access the router. I did however check the Hug logs earlier and I kept a copy that I post here :

19/11/2020 14:49:33 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:45:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:45:9 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:41:47 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:37:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:34:35 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:34:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:33:32 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:29:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:25:50 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:21:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:21:9 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:18:3 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:09:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:09:17 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:04:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 14:01:41 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 13:57:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 13:56:37 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 13:42:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks for your help John.

Hugh

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Re: No internet in Tonbridge

As requested, here are the details from my hub3

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 -2.2 38 256 qam 9
2 211000000 -2.4 37 256 qam 10
3 219000000 -2.4 38 256 qam 11
4 227000000 -2.4 38 256 qam 12
5 235000000 -2.7 38 256 qam 13
6 243000000 -2.7 38 256 qam 14
7 251000000 -2.7 38 256 qam 15
8 259000000 -2.7 38 256 qam 16
9 267000000 -2.5 38 256 qam 17
10 275000000 -2.7 38 256 qam 18
11 283000000 -2.7 38 256 qam 19
12 291000000 -3 38 256 qam 20
13 299000000 -2.5 38 256 qam 21
14 307000000 -2.2 38 256 qam 22
15 315000000 -1.9 38 256 qam 23
16 323000000 -1.7 38 256 qam 24
17 331000000 -1.7 38 256 qam 25
18 339000000 -1.7 38 256 qam 26
19 347000000 -1.9 38 256 qam 27
20 355000000 -2 38 256 qam 28
21 363000000 -2.2 38 256 qam 29
22 371000000 -2.2 38 256 qam 30
23 379000000 -2.2 38 256 qam 31
24 387000000 -2.2 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 8 0
2 Locked 37.6 6 0
3 Locked 38.9 6 0
4 Locked 38.6 6 0
5 Locked 38.6 4 0
6 Locked 38.6 5 0
7 Locked 38.9 4 0
8 Locked 38.6 6 0
9 Locked 38.6 5 0
10 Locked 38.9 7 0
11 Locked 38.6 5 0
12 Locked 38.9 7 0
13 Locked 38.9 4 0
14 Locked 38.6 5 0
15 Locked 38.6 7 0
16 Locked 38.9 7 0
17 Locked 38.6 4 0
18 Locked 38.9 7 0
19 Locked 38.9 6 0
20 Locked 38.6 5 0
21 Locked 38.9 3 0
22 Locked 38.6 5 0
23 Locked 38.9 6 0
24 Locked 38.9 0 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 41.8 5120 64 qam 3
2 60300000 42 5120 64 qam 1
3 53700000 41.8 5120 64 qam 2
4 39400000 41.8 5120 64 qam 4


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

20/11/2020 13:50:26 notice LAN login Success;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 11:14:40 critical No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 11:13:56 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 11:09:38 critical No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 11:07:21 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 11:03:2 critical No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:57:19 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:50:49 critical No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:50:25 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:50:25 critical Ranging Request Retries exhausted;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:44:29 critical No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:43:43 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:37:14 critical No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:36:50 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:36:50 critical Ranging Request Retries exhausted;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:34:2 critical No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:31:29 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:30:56 critical No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:30:10 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 10:23:34 critical No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.0;

Although it looks like the issue was fixed at 13:50:26

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