on 26-03-2020 13:36
Hi there,
My Hub 3.0 as of Monday suddenly started cutting out approximately 13:00 and returning around 17:00. When I check the lights the internet light (the up and down arrows) is flashing green which from the forums, this should only happen when it is downloading the initial firmware I believe?
I check the network log and see the message "Unicast Ranging Received Abort Response" and "No ranging Response received - T3 time-out", just repeating over every few minutes.
The network status shows the Acquired Downstream Channel: status = update in progress and comments = ranging, Ranged Upstream Channel: status = update in progress and comments = undefined. Yesterday it was only the Upstream Channel showing this.
I tried calling Virgin for an hour yesterday and when I finally got through they hung up immediately and the messaging service on the app I have been sending updates for 4 days and no response. Please help, I'm working from home and need this to keep me in work.
Answered! Go to Answer
07-04-2020 15:15 - edited 07-04-2020 15:15
Hi,
Your downstream power levels are staggeringly low to the point I am surprised the hub managed to lock on to the network to even give this information. Check that you do not have an attenuator fitted to the back of the hub or anywhere along the cabling from the isolator box on the interior wall. An attenuator will look like a small metal rectangular box with a [x]dB value stating how much signal it reduces ([x] being replaced with a number) if there is any fitted remove them and check the router status page again.
Hope this helps
Jake
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on 26-03-2020 17:09
Network Log
Time Priority Description
26/03/2020 17:03:32 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:58:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:58:15 | Error | TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:58:15 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:33:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:33:46 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:31:56 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:31:56 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:30:53 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:30:53 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:29:59 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:29:59 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:28:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:28:1 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:27:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:27:12 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:25:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:25:27 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:24:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/03/2020 16:24:24 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 291000000 | -16.9 | 33 | 256 qam | 20 |
2 | 219000000 | -16.2 | 33 | 256 qam | 11 |
3 | 227000000 | -16.2 | 33 | 256 qam | 12 |
4 | 235000000 | -16.4 | 33 | 256 qam | 13 |
5 | 243000000 | -16.8 | 33 | 256 qam | 14 |
6 | 251000000 | -16.7 | 33 | 256 qam | 15 |
7 | 259000000 | -16.8 | 33 | 256 qam | 16 |
8 | 267000000 | -16.9 | 33 | 256 qam | 17 |
9 | 275000000 | -16.8 | 33 | 256 qam | 18 |
10 | 283000000 | -16.9 | 33 | 256 qam | 19 |
11 | 299000000 | -16.8 | 32 | 256 qam | 21 |
12 | 307000000 | -17.2 | 32 | 256 qam | 22 |
13 | 315000000 | -17.4 | 32 | 256 qam | 23 |
14 | 323000000 | -17.5 | 32 | 256 qam | 24 |
15 | 347000000 | -17.7 | 32 | 256 qam | 25 |
16 | 355000000 | -17.8 | 32 | 256 qam | 26 |
17 | 363000000 | -17.8 | 32 | 256 qam | 27 |
18 | 371000000 | -17.9 | 32 | 256 qam | 28 |
19 | 379000000 | -18 | 32 | 256 qam | 29 |
20 | 387000000 | -18 | 32 | 256 qam | 30 |
21 | 395000000 | -18 | 32 | 256 qam | 31 |
22 | 403000000 | -18 | 32 | 256 qam | 32 |
23 | 411000000 | -17.8 | 32 | 256 qam | 33 |
24 | 419000000 | -17.9 | 32 | 256 qam | 34 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 33 | 8680 | 0 |
2 | Locked | 33.8 | 1311 | 0 |
3 | Locked | 33.4 | 2105 | 0 |
4 | Locked | 33.4 | 2145 | 0 |
5 | Locked | 33.4 | 3105 | 0 |
6 | Locked | 33.3 | 4300 | 0 |
7 | Locked | 33 | 5671 | 0 |
8 | Locked | 33 | 6410 | 0 |
9 | Locked | 33 | 5676 | 0 |
10 | Locked | 33 | 6763 | 0 |
11 | Locked | 32.6 | 18287 | 0 |
12 | Locked | 32.9 | 12955 | 0 |
13 | Locked | 32.6 | 16742 | 0 |
14 | Locked | 32.6 | 17431 | 0 |
15 | Locked | 32.6 | 26540 | 0 |
16 | Locked | 32.5 | 28543 | 0 |
17 | Locked | 32.6 | 28722 | 0 |
18 | Locked | 32.3 | 37624 | 0 |
19 | Locked | 32.2 | 55587 | 0 |
20 | Locked | 32.2 | 39423 | 0 |
21 | Locked | 32.5 | 32330 | 0 |
22 | Locked | 32.3 | 40471 | 0 |
23 | Locked | 32.3 | 50071 | 0 |
24 | Locked | 32.2 | 42764 | 0 |
on 07-04-2020 15:09
I managed to reboot the Hub 3.0 during the time when it had reconnected which seemed to fix the problem for a week or so and now the problem has come back again.
The front of the hub:
Green WiFi light
Flashing green internet light
Green power light
Router status:
AcquiredDownstream Channel: 291000000, ranging
Ranged Upstream Channel: update in progress, undefined
Provisioning state: offline
Has anyone encountered this problem before? I could really do with the assistance.
07-04-2020 15:15 - edited 07-04-2020 15:15
Hi,
Your downstream power levels are staggeringly low to the point I am surprised the hub managed to lock on to the network to even give this information. Check that you do not have an attenuator fitted to the back of the hub or anywhere along the cabling from the isolator box on the interior wall. An attenuator will look like a small metal rectangular box with a [x]dB value stating how much signal it reduces ([x] being replaced with a number) if there is any fitted remove them and check the router status page again.
Hope this helps
Jake
-------------------------------------------------------------------------------------
I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
-------------------------------------------------------------------------------------
Want to save £50 off your bill by referring a friend? Send me a PM and I'll let you know how!
07-04-2020 16:28 - edited 07-04-2020 16:33
Hi Jake,
I have found the attenuator you mentioned and removed it, my internet has returned and here are the updated stats on the status page:
Acquired Downstream Channel (Hz)
291000000
Locked
Ranged Upstream Channel (Hz)
46200026
Locked
Provisioning State
Online
The attenuator that was attached was a 6dB on the connection, for reference.
Does that look much better to you? Thank you massively for the help on this.
Robin
on 07-04-2020 16:34
Hi again,
Could you post the full router status info like before with the downstream and upstream data please?
Hope this helps
Jake
-------------------------------------------------------------------------------------
I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
-------------------------------------------------------------------------------------
Want to save £50 off your bill by referring a friend? Send me a PM and I'll let you know how!
on 07-04-2020 16:37
on 07-04-2020 16:41
Hi,
The downstream levels are still lower than specification and although the hub may be back online i would imagine it will drop out again, the good news is that the poor SNR (MER) values you had have corrected with the removal of the attenuator. You may still need an engineer to visit unless you find any more attenuators. If you do need a visit booked Please PM me your account details; Account number, account holders name, 1st line of address, Site ID/Area code. To PM me hover over my profile picture and select send message and ill be happy to look in to it for you.
Hope this helps
Jake
-------------------------------------------------------------------------------------
I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
-------------------------------------------------------------------------------------
Want to save £50 off your bill by referring a friend? Send me a PM and I'll let you know how!