Virgin Media Community

[Martincort]

How do I go about getting my faulty box swapped out ?

[Andruser]

You've tried a pinhole reset?

May also be worth posting the hub's status data: Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

[Martincort]

Hi there, please see below





Router status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Network Log
Time Priority Description
06/02/2021 07:24:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 03:40:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:28:25 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:28:23 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:28:0 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:27:59 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:27:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:27:37 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:27:28 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:27:27 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:22:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:22:30 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:22:26 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:22:8 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:21:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:21:17 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:20:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:20:39 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:20:3 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 13:20:2 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;






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Router status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39399942 45.3 5120 32 qam 4
2 46200264 45.5 5120 32 qam 3
3 25800109 43.5 5120 16 qam 6
4 32600077 44.3 5120 32 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 1 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 0 0
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Router status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 1.7 38 256 qam 21
2 138750000 3.2 38 256 qam 1
3 146750000 3 40 256 qam 2
4 154750000 2.9 38 256 qam 3
5 162750000 2.5 38 256 qam 4
6 170750000 2.5 40 256 qam 5
7 178750000 2.4 40 256 qam 6
8 186750000 2.2 40 256 qam 7
9 194750000 2 38 256 qam 8
10 202750000 1.7 38 256 qam 9
11 210750000 1.5 38 256 qam 10
12 218750000 1.5 38 256 qam 11
13 226750000 1.4 38 256 qam 12
14 234750000 1.5 38 256 qam 13
15 242750000 1.7 38 256 qam 14
16 250750000 1.9 38 256 qam 15
17 258750000 1.9 38 256 qam 16
18 266750000 1.9 38 256 qam 17
19 274750000 1.7 38 256 qam 18
20 282750000 1.9 38 256 qam 19
21 290750000 1.7 38 256 qam 20
22 306750000 1.7 38 256 qam 22
23 314750000 2.2 38 256 qam 23
24 322750000 2.2 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 2438 412
2 Locked 38.9 2821282 28009
3 Locked 40.3 9437161 2490
4 Locked 38.9 2517 1270560
5 Locked 38.9 2469 614820
6 Locked 40.3 38442264 8692052
7 Locked 40.3 38726655 35864
8 Locked 40.3 15632090 1676
9 Locked 38.9 522352 1019
10 Locked 38.9 8710 836
11 Locked 38.9 11881 854
12 Locked 38.6 2677 1030
13 Locked 38.9 2411 1025
14 Locked 38.9 2443 920
15 Locked 38.9 2279 839
16 Locked 38.9 2359 655
17 Locked 38.9 2353 612
18 Locked 38.6 2363 651
19 Locked 38.9 2467 385
20 Locked 38.9 2417 309
21 Locked 38.6 2420 306
22 Locked 38.9 2462 385
23 Locked 38.9 2376 345
24 Locked 38.6 2405 310

[Andruser]

Huge error counts and a stinky network log suggest a technician may be needed, the orange light may be related, it may be a separate problem.  I've flagged your post for the forum staff to advise on next steps.

[Corey_C]

Thanks for your post and for reaching out to the Community Forums, Martincort,

Sorry that you have been having broadband connections issues. I have run some remote diagnostics into your connection and it is indicating that you may be impacted by a local area fault ref#'F008484883. The estimated fix time for this is 12 FEB 2021 10:00.

This should not have anything to do with the lights being orange. The isn't an orange light, the closest colour it could be is red https://www.virginmedia.com/help/virgin-media-no-wifi-connection-hub3

If that is the case, check that you are following the guidelines regarding the hub's placement, but if you still need help let us know.

Cheers,

Corey C

[Martincort]

Hi Corey ,

no , it’s orange as others on this community have listed previously. And being an led it cannot show a wrong colour due to age .

[Corey_C]

Thanks for replying, Martin,

The only diagnostic flow I can follow is red, as orange is not listed as a colour the hub is able to show. Have you been able to follow the guide here? Did any of it work or are you still needing help? It might need replacing otherwise.

Cheers,

Corey C

[jbrennand]

Maybe its "yellow" then ?  Can look orange in some lights to some eyes!

[Corey_C]

It could be, jbrennand, yellow does mean it could be a WFI issue but if rebooting hasn't fixed it. I'll follow the flow for a red light which might be that it needs replacing. Not that this will improve the connection issues the OP is making since that is linked to the outage, but I don't want the OP to be with a possibly overheating hub. @Martincort, let me know how you get on and if you need further help.

Cheers,

Corey C

[Martincort]

Hi Corey ,

definitely orange on the led , it is a little on the warm side but I’m not sure how warm it should be . Definitely warmer than other routers I come across whilst working.